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Compare Gladly and Zendesk for Customer Service 
Featured Products
At a Glance
Market Segments
Mid-Market (61.2% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
Gladly
Star Rating
(1,090)4.7 out of 5
Market Segments
Mid-Market (61.2% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about GladlyZendesk for Customer Service
Star Rating
(6,693)4.3 out of 5
Market Segments
Mid-Market (45.7% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Gladly. Users appreciate the platform's fast and efficient interactions, with many highlighting the clear communication during escalations as a standout feature.
- Users say that Gladly shines in its user-friendly design and ease of navigation, which minimizes eye fatigue during long customer interactions. Reviewers have noted that the initial setup is straightforward, making it accessible for teams looking to get started quickly.
- According to verified reviews, Zendesk for Customer Service is praised for its dedicated solutions and ease of use, with many users stating that it stands out among other support systems they have used. This consistent feedback indicates a strong performance in day-to-day usability.
- Reviewers mention that Gladly's AI features are particularly beneficial for crafting replies, enhancing the customer interaction experience. Users appreciate the platform's ability to support multiple channels, making it a versatile choice for businesses focused on omnichannel communication.
- G2 reviewers highlight that while Zendesk has a robust feature set, some users feel it can be complex to configure for specific workflows. This feedback suggests that teams may face challenges in tailoring the platform to their unique needs, which could impact overall satisfaction.
- Users report that Gladly's quality of support is commendable, with many noting the platform's collaborative features that facilitate teamwork within the app. This aspect is particularly appealing for organizations that prioritize internal communication and collaboration in customer service.
Pricing
Entry-Level Pricing
Gladly
No pricing availableZendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Gladly
No trial information availableZendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
9.3
782
8.6
5,147
Ease of Use
9.5
788
8.6
5,191
Ease of Setup
9.3
298
8.0
3,212
Ease of Admin
9.2
176
8.2
3,086
Quality of Support
9.4
746
8.4
4,825
Has the product been a good partner in doing business?
9.6
176
8.4
3,011
Product Direction (% positive)
9.4
750
8.0
4,800
Features by Category
Ticket and Case Management
9.2
195
|
Verified
8.8
2562
|
Verified
9.2
193
|
Verified
8.7
2580
|
Verified
9.3
206
|
Verified
8.5
2505
|
Verified
9.2
202
|
Verified
8.4
2347
|
Verified
9.1
173
|
Verified
8.2
1923
|
Verified
9.2
196
|
Verified
8.4
2403
|
Verified
9.2
193
|
Verified
8.6
2395
|
Verified
9.3
202
|
Verified
8.3
1861
|
Verified
Generative AI
8.3
62
7.6
385
8.5
64
7.6
385
Agentic AI - Help Desk
8.3
26
7.8
247
8.2
26
7.9
245
8.4
26
7.9
246
Communication Channels
9.4
208
|
Verified
8.5
2062
|
Verified
9.5
213
|
Verified
8.8
2314
|
Verified
9.5
204
|
Verified
8.4
1733
|
Verified
8.9
172
|
Verified
8.0
1432
|
Verified
9.1
198
|
Verified
8.0
1316
|
Verified
Platform
8.2
140
|
Verified
7.8
1389
|
Verified
8.6
252
|
Verified
8.0
1777
|
Verified
9.2
155
|
Verified
8.3
1949
|
Verified
9.1
154
|
Verified
8.2
1741
|
Verified
8.9
152
|
Verified
7.9
2343
|
Verified
9.3
153
|
Verified
8.0
2407
|
Verified
Usability
Not enough data
8.3
667
Not enough data
8.3
664
Not enough data
8.4
635
Reporting
Not enough data
8.3
590
Not enough data
7.9
564
Not enough data
8.2
645
Generative AI
Not enough data
7.3
179
Not enough data
7.2
178
Channels
9.4
422
Not enough data
9.2
354
Not enough data
9.4
390
Not enough data
9.2
384
Not enough data
9.5
426
Not enough data
Generative AI
8.6
144
Not enough data
Functions
9.0
382
Not enough data
9.1
388
Not enough data
9.1
366
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
9.0
342
Not enough data
9.0
374
Not enough data
9.1
366
Not enough data
Agentic AI - Contact Center
7.8
24
Not enough data
8.8
24
Not enough data
8.1
24
Not enough data
8.3
24
Not enough data
Administrative
9.4
393
Not enough data
9.2
344
Not enough data
9.2
380
Not enough data
9.4
381
Not enough data
9.1
346
Not enough data
Responses
Not enough data
8.3
63
Not enough data
8.6
69
Not enough data
8.2
69
Automation - AI Agents
Not enough data
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Platform
Not enough data
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.6
26
Not enough data
7.6
27
Not enough data
7.7
27
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
Not enough data
8.1
468
Not enough data
8.1
465
Not enough data
8.3
449
Not enough data
8.1
448
Not enough data
8.2
356
Platform
Not enough data
8.6
472
Not enough data
8.3
469
Not enough data
8.3
464
Not enough data
8.2
466
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
455
Generative AI
Not enough data
8.2
113
Not enough data
8.2
112
Conversational Platform
9.0
300
8.1
860
9.3
276
8.3
717
9.1
276
8.2
684
9.3
247
8.2
749
Support Automation
9.0
291
8.2
714
9.1
282
8.3
757
9.0
269
8.4
711
9.0
253
8.1
788
Generative AI
8.7
105
7.8
204
8.8
106
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
101
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Customer Support
8.8
55
8.1
83
8.3
51
7.6
77
8.8
53
8.1
85
Automation
8.6
51
8.1
86
8.8
54
8.2
84
8.7
53
8.1
84
Artificial Intelligence
8.5
54
7.8
83
Feature Not Available
7.7
82
8.5
56
7.7
85
Generative AI
8.6
109
Feature Not Available
8.8
111
7.9
206
7.7
75
Feature Not Available
Communication
9.4
326
|
Verified
8.6
950
|
Verified
9.2
353
|
Verified
8.5
964
|
Verified
9.2
296
|
Verified
8.1
720
9.3
304
|
Verified
8.5
737
|
Verified
8.7
253
8.0
520
Internal Use
8.6
252
|
Verified
8.0
1777
|
Verified
9.2
317
|
Verified
8.5
848
|
Verified
8.8
276
|
Verified
8.1
650
9.4
333
|
Verified
8.5
897
9.3
323
|
Verified
8.6
823
|
Verified
9.3
356
|
Verified
8.3
847
|
Verified
Generative AI
8.9
80
Feature Not Available
Self-Service Experience
9.4
239
8.5
1499
9.2
224
8.5
1436
8.8
189
8.0
1023
8.9
195
7.7
647
9.0
216
8.0
779
Self-Service Platform
9.3
209
8.2
827
9.2
221
8.2
841
8.9
211
7.7
658
9.2
207
8.2
805
Agentic AI - Customer Self-Service
7.4
16
8.3
62
7.8
16
8.3
62
7.8
16
8.2
63
8.0
16
8.6
62
7.3
16
8.6
60
7.9
16
8.2
62
8.3
16
8.1
62
Generative AI
9.0(won by 1.6)
59
7.4
76
9.1(won by 1.6)
59
7.5
77
Process
9.1(won by 0.7)
177
8.4
563
9.4(won by 0.3)
193
9.1
742
9.4(won by 0.5)
179
8.9
690
Channels
9.7(won by 0.7)
235
9.0
741
9.4(won by 1.0)
187
8.4
586
9.5(won by 0.8)
224
8.7
564
9.3(won by 1.1)
223
8.2
485
9.5(won by 1.2)
225
8.3
421
Insight
9.0(won by 0.9)
195
8.1
539
9.3(won by 1.0)
196
8.3
647
9.3(won by 0.8)
179
8.5
561
9.5(won by 0.8)
180
8.7
666
Generative AI
8.3
43
7.8
67
8.5
44
7.7
66
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.1
13
8.4
70
8.6
12
8.1
70
8.3
12
8.3
70
8.6
14
8.3
68
8.3
12
8.3
69
Customer Interaction Automation - AI Customer Support Agents
8.2
12
8.2
70
8.2
11
8.4
70
8.5
11
8.4
70
8.8
13
8.5
69
Automation
8.7
13
8.6
71
8.2
12
8.6
71
8.2
12
7.9
69
Autonomy
8.3
13
8.2
69
8.6
12
8.4
68
8.2
13
8.4
70
8.5
13
8.3
71
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
9.4
8
Not enough data
9.1
9
Not enough data
9.5
7
Not enough data
9.8
8
Not enough data
9.0
8
Not enough data
8.7
5
Not enough data
9.2
8
Not enough data
8.5
9
Workforce Management Platform Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Gladly and Zendesk for Customer Service are categorized as Customer Service Automation, Digital Customer Service Platforms, Conversational Support, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and AI Customer Support Agents
Unique Categories
Gladly is categorized as Contact Center
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, Chatbots, Shared Inbox, AI Agents For Business Operations, Complaint Management, and Proactive Notification
Reviews
Reviewers' Company Size
Gladly
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Retail
24.0%
Consumer Services
15.8%
Furniture
9.0%
Apparel & Fashion
7.9%
Consumer Goods
6.4%
Other
36.9%
Computer Software
14.0%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
58.1%
Discussions
Can we get some more Gladly swag? Hoodie? Lol
2 Comments
IB
Hey John - Thank you for your awesome review. We'll see what we can do! :)
- Team GladlyRead more
What's the best way to connect to our account success rep?
2 Comments
IB
Hi Katheryn,
Thank you for your note. We will be in touch with you shortly to connect on this.
Sincerely,
GladlyRead more
Is there any training environment for gladly
2 Comments
GU
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...Read more
Is zendesk any good?
8 Comments
AM
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...Read more
Is there a free version of Zendesk?
7 Comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
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