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At a Glance
Market Segments
Mid-Market (61.2% of reviews)
Small-Business (72.6% of reviews)
Entry-Level Pricing
No pricing available
$0.00
Gladly
Star Rating
(1,084)4.7 out of 5
Market Segments
Mid-Market (61.2% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about GladlyZoho Desk
Star Rating
(7,130)4.4 out of 5
Market Segments
Small-Business (72.6% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zoho Desk offers a solid email integration feature, scoring 9.0, which allows for efficient ticket management directly from email. In contrast, Gladly excels with a score of 9.7, providing a more seamless experience with its email-to-case functionality, making it easier for users to convert emails into tickets.
- Reviewers mention that Gladly's live chat feature is particularly strong, scoring 9.5, with users appreciating its intuitive interface and quick response times. Zoho Desk, while competent with a score of 8.7, is noted to have a less user-friendly chat experience, which can hinder real-time customer interactions.
- Users on G2 highlight that Gladly's ticket collaboration tools score 9.3, allowing teams to work together effectively on customer issues. In comparison, Zoho Desk's collaboration features, scoring 8.5, are seen as less robust, which can lead to challenges in team communication during ticket resolution.
- Reviewers mention that Gladly's customer profiles feature, scoring 9.4, provides a comprehensive view of customer interactions, enhancing personalized service. Zoho Desk, with a score of 8.6, offers customer profiles but lacks some of the depth and integration that Gladly provides, which can affect the overall customer experience.
- Users say that Gladly's reporting capabilities score 9.4, offering detailed insights and analytics that help businesses make informed decisions. Zoho Desk, while scoring 8.8, is noted to have less advanced reporting features, which may limit users' ability to analyze performance effectively.
- G2 users report that Gladly's automation features, scoring 9.3, significantly streamline workflows, allowing for efficient task management. Zoho Desk, with a score of 8.3, provides automation but is seen as less flexible, which can lead to more manual processes for users.
Pricing
Entry-Level Pricing
Gladly
No pricing availableZoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Gladly
No trial information availableZoho Desk
Free Trial is available
Ratings
Meets Requirements
9.3
782
8.7
5,665
Ease of Use
9.5
788
8.5
5,743
Ease of Setup
9.3
298
8.1
5,018
Ease of Admin
9.2
176
8.3
4,725
Quality of Support
9.4
746
8.3
5,095
Has the product been a good partner in doing business?
9.6
176
8.4
4,266
Product Direction (% positive)
9.4
751
8.9
5,430
Features by Category
Ticket and Case Management
9.3
196
|
Verified
8.6
3319
|
Verified
9.2
194
|
Verified
8.5
3289
|
Verified
9.3
207
|
Verified
8.3
3064
|
Verified
9.2
203
|
Verified
8.3
2912
|
Verified
9.1
174
|
Verified
8.2
2628
|
Verified
9.2
197
|
Verified
8.4
2907
|
Verified
9.2
194
|
Verified
8.5
2912
|
Verified
9.3
203
|
Verified
8.3
2500
|
Verified
Generative AI
8.3
63
7.4
960
8.5
65
7.4
949
Agentic AI - Help Desk
8.3
27
7.1
357
8.2
27
7.1
360
8.5
27
7.2
355
Communication Channels
9.4
209
|
Verified
8.3
2853
|
Verified
9.4
214
|
Verified
8.6
3071
|
Verified
9.5
204
|
Verified
8.2
2384
|
Verified
8.9
173
|
Verified
8.0
2144
|
Verified
9.1
199
|
Verified
7.8
1906
|
Verified
Platform
8.2
140
|
Verified
8.1
2277
|
Verified
8.6
252
|
Verified
8.2
2726
|
Verified
9.2
155
|
Verified
8.4
2825
|
Verified
9.1
154
|
Verified
8.1
2242
|
Verified
8.9
152
|
Verified
8.2
2785
|
Verified
9.3
153
|
Verified
8.4
2942
|
Verified
Administration
Not enough data
8.2
341
Not enough data
8.2
340
Not enough data
8.4
344
Knowledge Management
Not enough data
8.6
322
Not enough data
8.2
315
Not enough data
8.2
322
Compliance
Not enough data
8.4
336
Not enough data
8.3
333
Not enough data
8.2
335
Not enough data
8.1
333
Customer Support
Not enough data
8.2
311
Not enough data
8.2
312
Not enough data
8.0
309
Data Security
Not enough data
8.1
335
Not enough data
8.1
329
Not enough data
8.4
334
Not enough data
8.4
331
Administration
Not enough data
8.1
313
Not enough data
8.4
315
Not enough data
8.5
312
Generative AI
Not enough data
7.6
248
Channels
Not enough data
8.2
569
Not enough data
8.0
555
Not enough data
7.3
548
Design
Not enough data
7.9
545
Not enough data
7.7
554
Not enough data
8.1
550
Not enough data
8.1
545
Not enough data
8.1
531
Generative AI
Not enough data
7.5
427
Not enough data
7.5
420
Usability
Not enough data
8.3
445
Not enough data
8.3
442
Not enough data
8.3
434
Reporting
Not enough data
8.3
429
Not enough data
8.2
415
Not enough data
8.3
422
Generative AI
Not enough data
7.7
329
Not enough data
7.8
324
Channels
9.4
423
Not enough data
9.2
355
Not enough data
9.4
391
Not enough data
9.2
385
Not enough data
9.5
427
Not enough data
Generative AI
8.6
145
Not enough data
Functions
9.0
383
Not enough data
9.1
389
Not enough data
9.1
367
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
9.0
343
Not enough data
9.0
375
Not enough data
9.1
367
Not enough data
Agentic AI - Contact Center
7.9
25
Not enough data
8.9
25
Not enough data
8.1
25
Not enough data
8.2
25
Not enough data
Administrative
9.4
394
Not enough data
9.2
345
Not enough data
9.2
381
Not enough data
9.4
382
Not enough data
9.1
347
Not enough data
Conversational Platform
9.0
301
Not enough data
9.3
277
Not enough data
9.1
277
Not enough data
9.3
248
Not enough data
Support Automation
9.0
292
Not enough data
9.1
283
Not enough data
9.0
270
Not enough data
9.0
254
Not enough data
Generative AI
8.7
106
Not enough data
8.8
107
Not enough data
Customer Support
8.8
56
Not enough data
8.4
52
Not enough data
8.8
54
Not enough data
Automation
8.6
52
Not enough data
8.8
55
Not enough data
8.7
54
Not enough data
Artificial Intelligence
8.5
55
Not enough data
Feature Not Available
Not enough data
8.5
57
Not enough data
Generative AI
8.6
109
7.9
176
8.8
111
8.0
178
7.7
75
7.8
177
Communication
9.4
326
|
Verified
8.8
718
|
Verified
9.2
352
|
Verified
8.7
758
|
Verified
9.2
296
|
Verified
8.6
659
9.3
304
|
Verified
8.6
632
|
Verified
8.7
253
8.3
356
Internal Use
8.6
252
|
Verified
8.2
2726
|
Verified
9.2
317
|
Verified
8.5
361
8.8
276
|
Verified
8.4
456
9.4
333
|
Verified
8.7
712
|
Verified
9.3
323
|
Verified
8.7
692
|
Verified
9.3
356
|
Verified
8.6
708
|
Verified
Generative AI
8.9
81
7.7
423
Self-Service Experience
9.4
240
8.5
1508
9.2
225
8.4
1469
8.8
190
8.1
1275
9.0
196
8.1
770
9.0
217
8.2
815
Self-Service Platform
9.3
210
8.3
838
9.2
222
8.3
815
8.9
212
7.8
725
9.2
208
8.2
761
Agentic AI - Customer Self-Service
7.5
17
7.7
79
7.8
17
7.7
80
7.8
17
7.9
79
8.1
17
7.8
84
7.4
17
7.8
82
8.0
17
7.8
80
8.4
17
7.7
81
Generative AI
9.0(won by 0.8)
60
8.2
119
9.0(won by 0.9)
60
8.1
117
Process
9.1(won by 0.4)
178
8.7
490
9.4(won by 0.4)
194
9.0
634
9.4(won by 0.9)
180
8.5
487
Channels
9.7(won by 0.7)
236
9.0
624
9.4(won by 0.9)
188
8.5
543
9.5(won by 0.8)
225
8.7
514
9.3(won by 0.7)
224
8.6
457
9.5(won by 0.7)
226
8.8
482
Insight
9.0(won by 0.3)
196
8.7
493
9.3(won by 0.4)
197
8.9
545
9.3(won by 0.5)
180
8.8
515
9.5(won by 0.5)
181
9.0
589
Generative AI
8.3
44
7.6
184
8.5
45
7.7
183
Agentic AI - Google Workspace for Sales
Not enough data
7.2
6
Not enough data
7.5
6
Not enough data
6.9
6
Not enough data
6.9
6
Not enough data
7.2
6
Customer Query Resolution - AI Customer Support Agents
8.1
13
Not enough data
8.6
12
Not enough data
8.3
12
Not enough data
8.6
14
Not enough data
8.3
12
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.2
11
Not enough data
8.5
11
Not enough data
8.8
13
Not enough data
Automation
8.7
13
Not enough data
8.2
12
Not enough data
8.2
12
Not enough data
Autonomy
8.3
13
Not enough data
8.6
12
Not enough data
8.2
13
Not enough data
8.5
13
Not enough data
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
Categories
Categories
Shared Categories
Gladly and Zoho Desk are categorized as Digital Customer Service Platforms, Social Customer Service, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Gladly is categorized as Customer Service Automation, Conversational Support, Contact Center, and AI Customer Support Agents
Zoho Desk is categorized as Customer Communications Management, Google Workspace for Sales, Contact Center Knowledge Base, and Complaint Management
Reviews
Reviewers' Company Size
Gladly
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoho Desk
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%
Information Technology and Services
17.8%
Computer Software
10.7%
Computer & Network Security
4.1%
Financial Services
3.6%
Retail
3.6%
Other
60.2%
Alternatives
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
Where do I find training VDO?
3 Comments
TW
I agree with you. VOD training is essential for fast implementation and developing "best practice" for your Desk software. I'm sure you have already...Read more
Is it possible for you to make integration with G suite a breeze?
2 Comments
PS
Hi Daniel,
Here are the steps to configure email forwarding from Gsuite to Zoho Desk:
Sign in to the Google Admin Console.
Click Apps, then click G...Read more
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