# Gladly vs Zendesk for Customer Service Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Zendesk for Customer Service excels in providing a centralized platform for managing support requests, which is particularly beneficial for organizations needing to track issues and maintain communication until resolution. Users appreciate the ticketing system's efficiency, noting it saves time on repetitive tasks.
- **Users say** that Gladly shines in creating customer-centric conversations, offering a unified view of customer interactions. This feature helps businesses effectively address challenges, although some users have pointed out that the reporting area could use improvement.
- **Reviewers mention** that Zendesk's recent AI features, such as ticket routing and summary suggestions, enhance the user experience by streamlining workflows. This has been highlighted as a significant advantage for teams looking to improve their operational efficiency.
- **According to verified reviews** , Gladly is praised for its user-friendly interface, making it easy for teams to manage customer interactions. Users enjoy the convenience of having photos and emails organized in one place, which contributes to a smoother workflow.
- **G2 reviewers highlight** that while Zendesk has a robust feature set, some users find it challenging to configure according to their specific needs. This can lead to a steeper learning curve for new users compared to Gladly, which is noted for its intuitive design.
- **Users report** that Zendesk's overall satisfaction ratings are higher, indicating a stronger market presence and user trust. However, Gladly's focus on personalization and customer engagement features is a strong point that resonates well with its user base, particularly in mid-market segments.



| | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Star Rating** | 4.7 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 1,114 | 7,016 | 
| **Largest Market Segment** | Mid-Market (60.9% of reviews) | Mid-Market (45.8% of reviews) | 
| **Entry Level Price** | No pricing available | $19.00 1 user per month billed annually | 

---
## Top Pros & Cons

### Gladly

Pros:
- Ease of Use (191 reviews)
- Helpful (135 reviews)

Cons:
- Missing Features (40 reviews)
- Complexity (31 reviews)

### Zendesk for Customer Service

Pros:
- Ease of Use (526 reviews)
- Features (402 reviews)

Cons:
- Missing Features (217 reviews)
- Limited Features (180 reviews)

---
## Ratings Comparison
| Rating | Gladly | Zendesk for Customer Service | 
|---|---|---|
  | **Meets Requirements** | 9.3 (802 reviews) | 8.6 (5225 reviews) | 
  | **Ease of Use** | 9.5 (808 reviews) | 8.6 (5459 reviews) | 
  | **Ease of Setup** | 9.3 (322 reviews) | 8.0 (3355 reviews) | 
  | **Ease of Admin** | 9.2 (177 reviews) | 8.2 (3153 reviews) | 
  | **Quality of Support** | 9.4 (765 reviews) | 8.4 (5009 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.5 (177 reviews) | 8.4 (3076 reviews) | 
  | **Product Direction (% positive)** | 9.4 (770 reviews) | 8.0 (4874 reviews) | 

---
## Pricing

### Gladly

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Zendesk for Customer Service

#### Entry-Level Pricing

Plan: Support Only (Team)

Price: $19.00 1 user per month billed annually

Description: Integrated customer support

Key Features:
- Email & social media 
- Web widget & mobile SDK
- Pre-defined business rules

[Browse all 5 editions](https://www.g2.com/products/zendesk-for-customer-service/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Artificial Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Additional Functionality

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Tagging** | Not enough data | Not enough data | 
| **Natural Language Processing** | Not enough data | Not enough data | 
| **Data Extraction** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Speech Recognition** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Data Storage Management** | Not enough data | Not enough data | 
| **Virtual Personal Assistant (VPA)** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customer Segmentation** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **For eCommerce** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Machine Learning** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **For Sales Teams/Organizations** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### Call & Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Additional Functionality

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Call Reporting** | Not enough data | Not enough data | 
| **Automatic Call Distribution** | Not enough data | Not enough data | 
| **Call Whispering** | Not enough data | Not enough data | 
| **Callback Scheduling** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Call Tagging** | Not enough data | Not enough data | 
| **Dashboard** | Not enough data | Not enough data | 
| **Call Recording** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Call Transcription** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Manual Dialer** | Not enough data | Not enough data | 
| **Call Tracking** | Not enough data | Not enough data | 
| **Auto-Dialer** | Not enough data | Not enough data | 
| **Call Monitoring** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Progressive Dialer** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Call Logging** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Outbound Call Center** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Voice Mail** | Not enough data | Not enough data | 
| **Call Routing** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Call Transfer** | Not enough data | Not enough data | 
| **AI Summarization** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Inbound Call Center** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Predictive Dialer** | Not enough data | Not enough data | 
| **Blended Call Center** | Not enough data | Not enough data | 
| **Caller ID** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Computer Telephony Integration** | Not enough data | Not enough data | 
| **Call Scripting** | Not enough data | Not enough data | 

### Collaboration & Productivity

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Additional Functionality

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **To-Do List** | Not enough data | Not enough data | 
| **@mentions** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **File Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Screen Sharing** | Not enough data | Not enough data | 
| **Content Management** | Not enough data | Not enough data | 
| **Brainstorming** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **File Transfer** | Not enough data | Not enough data | 
| **Calendar Management** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Version Control** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Real Time Editing** | Not enough data | Not enough data | 
| **Communication Management** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Tagging** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Assignment Management** | Not enough data | Not enough data | 
| **Task Scheduling** | Not enough data | Not enough data | 
| **Project Management** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **File Sharing** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Task Progress Tracking** | Not enough data | Not enough data | 
| **Discussions/Forums** | Not enough data | Not enough data | 
| **Commenting/Notes** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Video Conferencing** | Not enough data | Not enough data | 
| **Progress Tracking** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.4/10 | 17 |
| **Zendesk for Customer Service** | 8.3/10 | 111 |

#### Dashboard

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Dashboard** | Not enough data | Not enough data | 

#### Speech Recognition

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Speech Recognition** | Not enough data | Not enough data | 

#### Compliance Management

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Compliance Management** | Not enough data | Not enough data | 

#### Autonomous Task Execution

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 

#### Sentiment Analysis

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Data Security

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Data Security** | Not enough data | Not enough data | 

#### Third-Party Integration

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Third-Party Integration** | Not enough data | Not enough data | 

#### Human-in-the-loop (HITL)

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Human-in-the-loop (HITL)** | Not enough data | Not enough data | 

#### Agentic Task Execution

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Agentic Task Execution** | Not enough data | Not enough data | 

#### Natural Language Processing

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Natural Language Processing** | Not enough data | Not enough data | 

#### Conversational AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Conversational AI** | Not enough data | Not enough data | 

#### Performance Metrics

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Performance Metrics** | Not enough data | Not enough data | 

#### Interaction Tracking

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Interaction Tracking** | Not enough data | Not enough data | 

#### Knowledge Base Management

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Knowledge Base Management** | Not enough data | Not enough data | 

#### CRM Integration

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **CRM Integration** | Not enough data | Not enough data | 

#### Inquiry Routing

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Inquiry Routing** | Not enough data | Not enough data | 

#### Contextual Guidance

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Contextual Guidance** | Not enough data | Not enough data | 

#### Communications Management

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Communications Management** | Not enough data | Not enough data | 

#### Proactive Chat

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Proactive Chat** | Not enough data | Not enough data | 

#### Ticket Management

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Ticket Management** | Not enough data | Not enough data | 

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Automated Ticket Resolution** | 8.1 (15 reviews) | 8.4 (74 reviews) | 
| **Contextual Response Generation** | 8.5 (14 reviews) | 8.1 (71 reviews) | 
| **Sentiment Analysis** | 8.6 (14 reviews) | 8.2 (69 reviews) | 
| **Knowledge Base Utilization** | 8.5 (16 reviews) | 8.3 (71 reviews) | 
| **Multilingual Support** | 8.3 (14 reviews) | 8.2 (68 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Proactive Customer Outreach** | 8.2 (14 reviews) | 8.2 (70 reviews) | 
| **Feedback Collection** | 7.7 (13 reviews) | 8.4 (70 reviews) | 
| **Escalation Handling** | 8.6 (13 reviews) | 8.3 (71 reviews) | 
| **Workflow Optimization** | 8.9 (15 reviews) | 8.5 (70 reviews) | 

#### Automation

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Customer Interaction Automation** | 8.9 (15 reviews) | 8.7 (74 reviews) | 
| **Feedback Collection** | 8.0 (14 reviews) | 8.6 (70 reviews) | 
| **Document Processing** | 7.3 (14 reviews) | 7.9 (68 reviews) | 

#### Autonomy

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Independent Decision Making** | 8.4 (15 reviews) | 8.1 (68 reviews) | 
| **Adaptive Responses** | 8.8 (14 reviews) | 8.4 (67 reviews) | 
| **Task Execution** | 8.3 (15 reviews) | 8.3 (69 reviews) | 
| **Problem Solving** | 8.6 (15 reviews) | 8.3 (70 reviews) | 

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 395 |
| **Zendesk for Customer Service** | 8.2/10 | 3779 |

#### Ticket and Case Management

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Ticket creation user experience** | 9.2 (199 reviews) ✓ Verified | 8.8 (2604 reviews) ✓ Verified | 
| **Ticket response user experience** | 9.2 (204 reviews) ✓ Verified | 8.7 (2651 reviews) ✓ Verified | 
| **Workflow** | 9.2 (217 reviews) ✓ Verified | 8.5 (2597 reviews) ✓ Verified | 
| **Response Automation** | 9.1 (210 reviews) ✓ Verified | 8.4 (2406 reviews) ✓ Verified | 
| **SLA Management** | 9.1 (176 reviews) ✓ Verified | 8.2 (1942 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 9.2 (199 reviews) ✓ Verified | 8.4 (2414 reviews) ✓ Verified | 
| **Ticket Collaboration** | 9.3 (200 reviews) ✓ Verified | 8.6 (2431 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 9.3 (212 reviews) ✓ Verified | 8.3 (1877 reviews) ✓ Verified | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Inbox Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 8.3 (65 reviews) | 7.6 (392 reviews) | 
| **AI Text Summarization** | 8.5 (66 reviews) | 7.6 (388 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (30 reviews) | 7.8 (252 reviews) | 
| **Natural Language Interaction** | 8.3 (29 reviews) | 7.9 (247 reviews) | 
| **Proactive Assistance** | 8.3 (28 reviews) | 8.0 (249 reviews) | 

#### Communication Channels

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Customer Portal** | 9.4 (209 reviews) ✓ Verified | 8.5 (2074 reviews) ✓ Verified | 
| **Email to Case** | 9.5 (227 reviews) ✓ Verified | 8.8 (2361 reviews) ✓ Verified | 
| **Chat/Live Support** | 9.5 (216 reviews) ✓ Verified | 8.4 (1763 reviews) ✓ Verified | 
| **Social Integration** | 9.0 (177 reviews) ✓ Verified | 8.0 (1439 reviews) ✓ Verified | 
| **Voice** | 9.1 (206 reviews) ✓ Verified | 8.0 (1345 reviews) ✓ Verified | 
| **Video Chat** | Not enough data | Not enough data | 

#### Platform

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Mobile User Support** | 8.2 (142 reviews) ✓ Verified | 7.8 (1391 reviews) ✓ Verified | 
| **Customization ** | 8.6 (253 reviews) ✓ Verified | 8.0 (1792 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.2 (156 reviews) ✓ Verified | 8.3 (1969 reviews) ✓ Verified | 
| **Third-Party Integrations** | 9.1 (162 reviews) ✓ Verified | 8.2 (1801 reviews) ✓ Verified | 
| **Reporting** | 8.7 (162 reviews) ✓ Verified | 7.9 (2411 reviews) ✓ Verified | 
| **Activity Dashboard** | 9.2 (159 reviews) ✓ Verified | 8.0 (2434 reviews) ✓ Verified | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Automated Routing** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Gamification** | Not enough data | Not enough data | 
| **Conversation Intelligence** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Key Performance Indicators** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Task Automation** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Language Detection** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Data Security** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Zendesk for Customer Service** | 8.0/10 | 893 |

#### Usability

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **All-Employee Access** | Not enough data | 8.3 (665 reviews) | 
| **Supporting Documents** | Not enough data | 8.3 (662 reviews) | 
| **Two-Way Communication** | Not enough data | 8.4 (637 reviews) | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 

#### Reporting

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | 8.3 (587 reviews) | 
| **Trend Analysis** | Not enough data | 7.9 (562 reviews) | 
| **Performance Monitoring** | Not enough data | 8.2 (645 reviews) | 
| **Social Media Monitoring** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.3 (176 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (175 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Social Media Integration** | Not enough data | Not enough data | 
| **Survey/Poll Management** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Customer Complaint Tracking** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Case Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 
| **Real-Time Updates** | Not enough data | Not enough data | 
| **Corrective and Preventive Actions (CAPA)** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Multi-Channel Management** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Routing** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Widgets** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Quality Assurance** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Issue Tracking** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Tagging** | Not enough data | Not enough data | 
| **Customer Service Analytics** | Not enough data | Not enough data | 
| **Assignment Management** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Forms Management** | Not enough data | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Zendesk for Customer Service** | 8.1/10 | 421 |

#### Productivity Tools

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Notes** | Not enough data | 8.5 (325 reviews) | 
| **Internal Discussion** | Not enough data | 8.3 (324 reviews) | 
| **Assignments and Tasks** | Not enough data | 8.4 (312 reviews) | 
| **Workflows** | Not enough data | 8.4 (306 reviews) | 
| **Templates** | Not enough data | 8.5 (315 reviews) | 
| **Integrations** | Not enough data | 8.2 (311 reviews) | 
| **Tagging System** | Not enough data | 8.2 (345 reviews) | 

#### Analytics

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Trends** | Not enough data | 7.7 (263 reviews) | 
| **Performance Tracking** | Not enough data | 8.0 (304 reviews) | 
| **Email Tracking** | Not enough data | 8.2 (293 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.1 (21 reviews) | 
| **Decision Making** | Not enough data | 7.4 (22 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 467 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Channels

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Voice** | 9.4 (424 reviews) | Not enough data | 
| **Social** | 9.2 (356 reviews) | Not enough data | 
| **Live Chat** | 9.4 (391 reviews) | Not enough data | 
| **Mobile SMS** | 9.2 (386 reviews) | Not enough data | 
| **Email** | 9.5 (427 reviews) | Not enough data | 

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text-to-Speech** | 8.6 (146 reviews) | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Functions

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Call Routing** | 9.0 (383 reviews) | Not enough data | 
| **Session Queuing** | 9.1 (389 reviews) | Not enough data | 
| **Concurrent Calling** | 9.1 (368 reviews) | Not enough data | 
| **Speech Analytics** | Feature Not Available | Not enough data | 
| **Auto Dialer** | Feature Not Available | Not enough data | 
| **IVR** | 9.0 (344 reviews) | Not enough data | 
| **Inbound Screen Pop** | 9.0 (376 reviews) | Not enough data | 
| **Persistent Data** | 9.1 (366 reviews) | Not enough data | 
| **Predictive Dialer** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 7.9 (26 reviews) | Not enough data | 
| **Cross-system Integration** | 8.8 (26 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.3 (26 reviews) | Not enough data | 
| **Proactive Assistance** | 8.3 (26 reviews) | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Computer Telephony Integration** | Not enough data | Not enough data | 

#### Administrative

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Session Summary Notes** | 9.4 (394 reviews) | Not enough data | 
| **Administrator Access** | 9.2 (344 reviews) | Not enough data | 
| **Reporting & Dashboards** | 9.1 (379 reviews) | Not enough data | 
| **Session Recording** | 9.4 (382 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 9.1 (346 reviews) | Not enough data | 
| **Callback Scheduling** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Call Reporting** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **API** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Call Transfer** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Call Scripting** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Call Monitoring** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Automatic Call Distribution** | Not enough data | Not enough data | 
| **Contact Database** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Call Tracking** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Quality Management** | Not enough data | Not enough data | 
| **Agent Interface** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Customer History** | Not enough data | Not enough data | 
| **Voice Mail** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Call List Management** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Workforce Management** | Not enough data | Not enough data | 
| **Campaign Management** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Caller ID** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Zendesk for Customer Service** | 8.2/10 | 612 |

#### Responses

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Customization** | Not enough data | 8.1 (466 reviews) | 
| **Control** | Not enough data | 8.1 (463 reviews) | 
| **Route To Human** | Not enough data | 8.3 (445 reviews) | 
| **Menu bars** | Not enough data | 8.1 (444 reviews) | 
| **Drip sequences** | Not enough data | 8.1 (353 reviews) | 

#### Platform

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Live chat** | Not enough data | 8.6 (470 reviews) | 
| **Integrations** | Not enough data | 8.3 (470 reviews) | 
| **Branding** | Not enough data | 8.3 (461 reviews) | 
| **Analytics** | Not enough data | 8.2 (465 reviews) | 
| **A/B testing** | Not enough data | Feature Not Available | 
| **Role-based access** | Not enough data | Feature Not Available | 
| **Collection of information** | Not enough data | 8.4 (453 reviews) | 
| **Augmented Analytics** | Not enough data | Not enough data | 
| **Proactive Chat** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.1 (111 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (109 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Customer Surveys** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 
| **Transcripts/Chat History** | Not enough data | Not enough data | 
| **Language Detection** | Not enough data | Not enough data | 
| **Pre-Configured Bot** | Not enough data | Not enough data | 
| **Lead Capture** | Not enough data | Not enough data | 
| **Code-free Development** | Not enough data | Not enough data | 
| **Natural Language Processing** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 
| **For Sales/Marketing** | Not enough data | Not enough data | 
| **Contextual Guidance** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Customer Support** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Intent Recognition** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Customer Experience Management** | Not enough data | Not enough data | 
| **Query Suggestions** | Not enough data | Not enough data | 
| **Transfers/Routing** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **AI/Machine Learning** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 348 |
| **Zendesk for Customer Service** | 8.1/10 | 1097 |

#### Conversational Platform

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | 8.9 (301 reviews) | 8.1 (861 reviews) | 
| **Omnichannel** | 9.3 (278 reviews) | 8.3 (718 reviews) | 
| **Contextual Engagement** | 9.1 (276 reviews) | 8.2 (681 reviews) | 
| **Proactive Engagement** | 9.3 (248 reviews) | 8.2 (747 reviews) | 

#### Support Automation

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Intelligent Routing** | 9.0 (291 reviews) | 8.1 (711 reviews) | 
| **Seamless Escalation** | 9.1 (284 reviews) | 8.3 (756 reviews) | 
| **Transcripts** | 9.0 (271 reviews) | 8.4 (717 reviews) | 
| **Self-Serve Support** | 9.0 (255 reviews) | 8.1 (789 reviews) | 

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 8.6 (108 reviews) | 7.8 (202 reviews) | 
| **AI Text Summarization** | 8.8 (108 reviews) | 7.8 (201 reviews) | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Zendesk for Customer Service** | 8.4/10 | 198 |

#### Messaging Channels

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **SMS Messaging** | Not enough data | 7.6 (77 reviews) | 
| **Email** | Not enough data | 9.1 (171 reviews) | 
| **Voice Messaging** | Not enough data | 8.3 (93 reviews) | 
| **Two way messaging** | Not enough data | 8.5 (101 reviews) | 

#### Administration

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Scheduling** | Not enough data | 8.2 (107 reviews) | 
| **Triggered Notifications** | Not enough data | 8.9 (155 reviews) | 
| **Segmentation** | Not enough data | 8.2 (110 reviews) | 
| **Integrations** | Not enough data | 8.4 (143 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.6/10 | 63 |
| **Zendesk for Customer Service** | 7.9/10 | 114 |

#### Customer Support

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Text** | 8.7 (57 reviews) | 8.1 (83 reviews) | 
| **Speech** | 8.4 (53 reviews) | 7.5 (75 reviews) | 
| **Knowledge Base** | 8.8 (54 reviews) | 8.1 (85 reviews) | 
| **Knowledge Base Management** | Not enough data | Not enough data | 

#### Automation

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Ticket Resolution** | 8.6 (53 reviews) | 8.1 (85 reviews) | 
| **Customization** | 8.8 (56 reviews) | 8.2 (82 reviews) | 
| **Intelligent Routing** | 8.8 (55 reviews) | 8.0 (82 reviews) | 
| **Customizable Templates** | Not enough data | Not enough data | 

#### Artificial Intelligence

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Learning** | 8.5 (54 reviews) | 7.8 (81 reviews) | 
| **Language** | Feature Not Available | 7.6 (79 reviews) | 
| **Conversational AI** | 8.5 (56 reviews) | 7.7 (84 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Workflow Management** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Customer Database** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Tagging** | Not enough data | Not enough data | 
| **Configurable Workflow** | Not enough data | Not enough data | 
| **Customer History** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Widgets** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Event Triggered Actions** | Not enough data | Not enough data | 
| **Website Integration** | Not enough data | Not enough data | 
| **Help Desk Management** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Customer Communication** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Application Management** | Not enough data | Not enough data | 
| **Communication Management** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 446 |
| **Zendesk for Customer Service** | 8.3/10 | 2700 |

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 8.6 (111 reviews) | Feature Not Available | 
| **AI Text Summarization** | 8.8 (113 reviews) | 7.9 (205 reviews) | 
| **AI Text-to-Speech** | 7.8 (77 reviews) | Feature Not Available | 
| **Generative AI** | Not enough data | Not enough data | 

#### Communication

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Pop-up Chat** | 9.4 (328 reviews) ✓ Verified | 8.6 (951 reviews) ✓ Verified | 
| **Notifications** | 9.2 (355 reviews) ✓ Verified | 8.4 (965 reviews) ✓ Verified | 
| **Targeted Emails** | 9.2 (298 reviews) ✓ Verified | 8.1 (718 reviews) | 
| **In-App Messaging** | 9.3 (306 reviews) ✓ Verified | 8.5 (736 reviews) ✓ Verified | 
| **Co-Browsing** | 8.7 (255 reviews) | 8.0 (519 reviews) | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Real-time Consumer-facing Chat** | Not enough data | Not enough data | 

####  Internal Use

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | 8.6 (253 reviews) ✓ Verified | 8.0 (1792 reviews) ✓ Verified | 
| **Conversation Archiving** | 9.2 (319 reviews) ✓ Verified | 8.5 (846 reviews) ✓ Verified | 
| **Lead Development** | 8.8 (278 reviews) ✓ Verified | 8.1 (648 reviews) | 
| **Knowledge Base** | 9.4 (335 reviews) ✓ Verified | 8.5 (898 reviews) | 
| **Team Inbox ** | 9.3 (325 reviews) ✓ Verified | 8.6 (827 reviews) ✓ Verified | 
| **Customer Profiles** | 9.3 (358 reviews) ✓ Verified | 8.3 (846 reviews) ✓ Verified | 

#### Additional Functionality

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Canned Responses** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Transfers/Routing** | Not enough data | Not enough data | 
| **Geotargeting** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Transcripts/Chat History** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Screen Sharing** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Offline Form** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **File Sharing** | Not enough data | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.6/10 | 279 |
| **Zendesk for Customer Service** | 8.2/10 | 1790 |

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Summarization** | 8.9 (82 reviews) | Feature Not Available | 

#### Self-Service Experience

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Knowledge Base** | 9.4 (241 reviews) | 8.5 (1526 reviews) | 
| **Searchable Articles** | 9.2 (226 reviews) | 8.5 (1444 reviews) | 
| **Community Forums** | 8.8 (191 reviews) | 8.0 (1024 reviews) | 
| **Mobile Optimization** | 9.0 (197 reviews) | 7.7 (648 reviews) | 
| **Personalization** | 9.0 (218 reviews) | 8.0 (781 reviews) | 

#### Self-Service Platform

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Branding** | 9.3 (212 reviews) | 8.2 (829 reviews) | 
| **Automation** | 9.2 (223 reviews) | 8.2 (849 reviews) | 
| **Artificial Intelligence** | 8.9 (213 reviews) | 7.7 (677 reviews) | 
| **Integrations** | 9.2 (210 reviews) | 8.2 (814 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 7.5 (19 reviews) | 8.3 (63 reviews) | 
| **Multi-step Planning** | 8.1 (19 reviews) | 8.3 (63 reviews) | 
| **Cross-system Integration** | 8.2 (19 reviews) | 8.2 (65 reviews) | 
| **Adaptive Learning** | 8.0 (19 reviews) | 8.7 (63 reviews) | 
| **Natural Language Interaction** | 7.6 (19 reviews) | 8.6 (62 reviews) | 
| **Proactive Assistance** | 8.2 (19 reviews) | 8.2 (63 reviews) | 
| **Decision Making** | 8.5 (19 reviews) | 8.1 (63 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.3/10 | 253 |
| **Zendesk for Customer Service** | 8.4/10 | 842 |

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 9.0 (61 reviews) | 7.4 (77 reviews) | 
| **AI Text Summarization** | 9.0 (61 reviews) | 7.5 (78 reviews) | 

#### Process

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Mentions** | 9.1 (179 reviews) | 8.4 (563 reviews) | 
| **Tickets** | 9.4 (195 reviews) | 9.1 (744 reviews) | 
| **Macros** | 9.4 (181 reviews) | 8.8 (693 reviews) | 

#### Channels

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Email** | 9.7 (237 reviews) | 9.0 (743 reviews) | 
| **Social** | 9.3 (189 reviews) | 8.4 (586 reviews) | 
| **Live Chat** | 9.5 (226 reviews) | 8.7 (565 reviews) | 
| **Phone** | 9.3 (225 reviews) | 8.2 (486 reviews) | 
| **Text** | 9.5 (227 reviews) | 8.3 (421 reviews) | 

#### Insight

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Surveys** | 9.0 (197 reviews) | 8.1 (540 reviews) | 
| **Reporting** | 9.3 (198 reviews) | 8.3 (647 reviews) | 
| **Visitor Activity** | 9.3 (181 reviews) | 8.5 (562 reviews) | 
| **Help Desk** | 9.5 (182 reviews) | 8.7 (667 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.5/10 | 47 |
| **Zendesk for Customer Service** | 8.1/10 | 77 |

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 8.4 (45 reviews) | 7.8 (67 reviews) | 
| **AI Text Summarization** | 8.5 (46 reviews) | 7.7 (66 reviews) | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI chatbots** | Not enough data | Not enough data | 
| **Messaging and Notifications** | Not enough data | Not enough data | 
| **AI agents ** | Not enough data | Not enough data | 
| **Voice assistants** | Not enough data | Not enough data | 
| **Communication apps** | Not enough data | Not enough data | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Ecommerce stores** | Not enough data | Not enough data | 
| **Sales channels** | Not enough data | Not enough data | 
| **Payment Platform** | Not enough data | Not enough data | 
| **Internal tools** | Not enough data | Not enough data | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Conversational analytics** | Not enough data | Not enough data | 
| **Advance reporting** | Not enough data | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Workforce Management

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Zendesk for Customer Service** | 8.8/10 | 26 |

#### Platform

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | Not enough data | 8.9 (19 reviews) | 
| **Integration APIs** | Not enough data | 9.2 (14 reviews) | 
| **Internationalization** | Not enough data | 9.6 (8 reviews) | 
| **User, Role, and Access Management** | Not enough data | 9.5 (11 reviews) | 
| **Activity Dashboard** | Not enough data | 8.8 (11 reviews) | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Training Management** | Not enough data | Not enough data | 
| **Goal Management** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Action Management** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Benefits Dashboard** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Recruitment Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Training Management** | Not enough data | Not enough data | 
| **Calendar Management** | Not enough data | Not enough data | 
| **Employee Management** | Not enough data | Not enough data | 
| **Orientation Workflow Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **HR Management** | Not enough data | Not enough data | 
| **Help Desk Management** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Payroll Management** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **Job Description Management** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Assessment Management** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Third-Party Integration** | Not enough data | Not enough data | 
| **Initiative Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Community Management** | Not enough data | Not enough data | 
| **Employee Referral Management** | Not enough data | Not enough data | 
| **Candidate Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Communication Management** | Not enough data | Not enough data | 
| **Advertising Management** | Not enough data | Not enough data | 
| **Application Management** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Job Management** | Not enough data | Not enough data | 
| **Discount Management** | Not enough data | Not enough data | 
| **Pipeline Management** | Not enough data | Not enough data | 
| **File Management** | Not enough data | Not enough data | 
| **Job Management** | Not enough data | Not enough data | 
| **Data Storage Management** | Not enough data | Not enough data | 
| **Compensation Management** | Not enough data | Not enough data | 
| **Employee Management** | Not enough data | Not enough data | 
| **Job Application Management** | Not enough data | Not enough data | 
| **HR Management** | Not enough data | Not enough data | 
| **Competency Management** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Job Description Management** | Not enough data | Not enough data | 
| **Evaluation Management** | Not enough data | Not enough data | 
| **User Management** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 

#### Workforce Management Platform Features

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Labor Forecasting** | Not enough data | Not enough data | 
| **Shift Scheduling** | Not enough data | Not enough data | 
| **Time & Attendance Tracking** | Not enough data | Not enough data | 
| **Absence & Leave Management** | Not enough data | Not enough data | 
| **Skills Management** | Not enough data | Not enough data | 
| **Succession Planning** | Not enough data | Not enough data | 
| **Workforce Analytics** | Not enough data | Not enough data | 
| **Self-Service Capabilities** | Not enough data | Not enough data | 
| **Mobile Shift Scheduling** | Not enough data | Not enough data | 
| **Team Communication** | Not enough data | Not enough data | 
| **Budgeting/Forecasting** | Not enough data | Not enough data | 
| **Automated Scheduling** | Not enough data | Not enough data | 
| **Employee Scheduling** | Not enough data | Not enough data | 
| **Time Off Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Timesheet Management** | Not enough data | Not enough data | 
| **Recruitment Management** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Payroll Management** | Not enough data | Not enough data | 
| **Attendance Management** | Not enough data | Not enough data | 
| **Calendar Management** | Not enough data | Not enough data | 
| **Employee Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Compliance Tracking** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Sick Leave Tracking** | Not enough data | Not enough data | 
| **Vacation/Leave Tracking** | Not enough data | Not enough data | 
| **Skills Tracking** | Not enough data | Not enough data | 
| **Variable Workforce** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Shift Swapping** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Reminders** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Employee Database** | Not enough data | Not enough data | 
| **Time Off Requests** | Not enough data | Not enough data | 
| **Approval Process Control** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Employee Onboarding** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Time & Attendance** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Clock In/Out** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (8):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)

**Unique to Gladly (1):** [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to Zendesk for Customer Service (6):** [Workforce Management Software](https://www.g2.com/categories/workforce-management), [Chatbots Software](https://www.g2.com/categories/chatbots), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox)


---
## Reviewer Demographics

### By Company Size

| Segment | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Small-Business** | 22.3% | 40.8% | 
| **Mid-Market** | 60.9% | 45.8% | 
| **Enterprise** | 16.9% | 13.4% | 

### By Industry

#### Gladly

- **Retail:** 23.6%
- **Consumer Services:** 15.5%
- **Furniture:** 8.9%
- **Apparel & Fashion:** 7.8%
- **Consumer Goods:** 6.5%
- **Health, Wellness and Fitness:** 4.3%
- **Medical Devices:** 2.1%
- **Outsourcing/Offshoring:** 2.1%
- **Information Technology and Services:** 1.9%
- **Cosmetics:** 1.9%
- **Other:** 25.5%

#### Zendesk for Customer Service

- **Computer Software:** 14.2%
- **Information Technology and Services:** 12.6%
- **Financial Services:** 5.9%
- **Retail:** 5.0%
- **Consumer Services:** 4.4%
- **Internet:** 3.5%
- **Marketing and Advertising:** 3.1%
- **Telecommunications:** 2.8%
- **Health, Wellness and Fitness:** 2.2%
- **Consumer Goods:** 2.1%
- **Other:** 44.2%

---
## Alternatives

### Alternatives to Gladly

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7358 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3900 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (566 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3756 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (565 reviews)
- [Dixa](https://www.g2.com/products/dixa/reviews) — 4.2/5 stars (391 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2506 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2567 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1558 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (625 reviews)

### Alternatives to Zendesk for Customer Service

- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3900 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2506 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1959 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3756 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (566 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7358 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2567 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (499 reviews)

---
## Top Discussions

### Gladly

- Title: [What is Gladly used for?](https://www.g2.com/discussions/gladly-what-is-gladly-used-for) — 2 comments
  > **Top comment:** "Communicating with our clientele"
- Title: [What is the best function of Gladly?](https://www.g2.com/discussions/what-is-the-best-function-of-gladly) — 2 comments, 1 upvote
  > **Top comment:** "The ease of use with customers
"
- Title: [Is there any training environment for gladly](https://www.g2.com/discussions/is-there-any-training-environment-for-gladly) — 2 comments, 1 upvote
  > **Top comment:** "Hi Jerick. Having a "training"  (sometimes referred to as a Sandbox environment) depends on your org. But if you'd like to access more formal training..."
- Title: [What's the best way to connect to our account success rep?](https://www.g2.com/discussions/31961-what-s-the-best-way-to-connect-to-our-account-success-rep) — 2 comments, 1 upvote
  > **Top comment:** "Hi Katheryn, 

Thank you for your note. We will be in touch with you shortly to connect on this. 

Sincerely,
Gladly"
- Title: [Can we get some more Gladly swag? Hoodie? Lol](https://www.g2.com/discussions/30344-can-we-get-some-more-gladly-swag-hoodie-lol) — 2 comments
  > **Top comment:** "Hey John - Thank you for your awesome review. We'll see what we can do! :)

- Team Gladly"

### Zendesk for Customer Service

- Title: [Is zendesk any good?](https://www.g2.com/discussions/is-zendesk-any-good) — 8 comments, 1 upvote
  > **Top comment:** "For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other..."
- Title: [Is there a free version of Zendesk?](https://www.g2.com/discussions/is-there-a-free-version-of-zendesk) — 7 comments, 1 upvote
  > **Top comment:** "There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. "
- Title: [How is Zendesk Support Suite transforming the customer service experience in various industries?](https://www.g2.com/discussions/how-is-zendesk-support-suite-transforming-the-customer-service-experience-in-various-industries) — 6 comments, 4 upvotes
  > **Top comment:** "I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven..."
- Title: [What is Zendesk Support Suite?](https://www.g2.com/discussions/what-is-zendesk-support-suite) — 4 comments, 3 upvotes
  > **Top comment:** "A single platform for handling all Customer Support activities."
- Title: [What is Zendesk Support Suite used for?](https://www.g2.com/discussions/what-is-zendesk-support-suite-used-for) — 3 comments, 2 upvotes
  > **Top comment:** "Zendesk is a ticketing tool from from where we can respond to customers through email."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/gladly-vs-zendesk-for-customer-service)