User Satisfaction Ratings

Data is scoped to the Help Desk category. All reviews were collected as of February 29, 2024
Gladly
Gladly
(883)
4.7 out of 5
Gladly
Zendesk Support Suite
Zendesk Support Suite
(5,801)
4.3 out of 5
Zendesk Support Suite
Star Rating
Gladly
Gladly
883 reviews
Zendesk Support Suite
Zendesk Support Suite
5,801 reviews
Ratings
Ease of Setup
Gladly
Gladly
93%
Responses: 41
Zendesk Support Suite
Zendesk Support Suite
79%
Responses: 1767
Has the product been a good partner in doing business?
Gladly
Gladly
97%
Responses: 43
Zendesk Support Suite
Zendesk Support Suite
85%
Responses: 1793
Quality of Support
Gladly
Gladly
94%
Responses: 198
Zendesk Support Suite
Zendesk Support Suite
84%
Responses: 2697
Ease of Admin
Gladly
Gladly
94%
Responses: 43
Zendesk Support Suite
Zendesk Support Suite
81%
Responses: 1849
Ease of Use
Gladly
Gladly
94%
Responses: 203
Zendesk Support Suite
Zendesk Support Suite
85%
Responses: 2931
Meets Requirements
Gladly
Gladly
93%
Responses: 204
Zendesk Support Suite
Zendesk Support Suite
86%
Responses: 2914
Mobile SMS
Gladly
Gladly
93%
Responses: 83
Zendesk Support Suite
Zendesk Support Suite
75%
Responses: 74
Product Direction (% positive)
Gladly
Gladly
97%
Responses: 189
Zendesk Support Suite
Zendesk Support Suite
81%
Responses: 2703
Inbound Screen Pop
Gladly
Gladly
93%
Responses: 81
Zendesk Support Suite
Zendesk Support Suite
82%
Responses: 72
Social
Gladly
Gladly
94%
Responses: 73
Zendesk Support Suite
Zendesk Support Suite
81%
Responses: 91
Auto Dialer
Gladly
Gladly
92%
Responses: 69
Zendesk Support Suite
Zendesk Support Suite
83%
Responses: 53
Voice
Gladly
Gladly
95%
Responses: 89
Zendesk Support Suite
Zendesk Support Suite
83%
Responses: 107
Speech Analytics
Gladly
Gladly
88%
Responses: 66
Zendesk Support Suite
Zendesk Support Suite
79%
Responses: 64
Phone
Gladly
Gladly
93%
Responses: 90
Zendesk Support Suite
Zendesk Support Suite
84%
Responses: 285
Dashboards
Gladly
Gladly
93%
Responses: 75
Zendesk Support Suite
Zendesk Support Suite
80%
Responses: 1734
Personalization
Gladly
Gladly
93%
Responses: 108
Zendesk Support Suite
Zendesk Support Suite
81%
Responses: 371
Reporting & Dashboards
Gladly
Gladly
95%
Responses: 83
Zendesk Support Suite
Zendesk Support Suite
82%
Responses: 175
Session Queuing
Gladly
Gladly
91%
Responses: 83
Zendesk Support Suite
Zendesk Support Suite
83%
Responses: 94
Reporting
Gladly
Gladly
93%
Responses: 81
Zendesk Support Suite
Zendesk Support Suite
84%
Responses: 408
Omnichannel
Gladly
Gladly
94%
Responses: 102
Zendesk Support Suite
Zendesk Support Suite
83%
Responses: 290
Collaboration
Gladly
Gladly
97%
Responses: 17
Zendesk Support Suite
Zendesk Support Suite
88%
Responses: 242
Customer Portal
Gladly
Gladly
96%
Responses: 151
Zendesk Support Suite
Zendesk Support Suite
84%
Responses: 1679
Customer and Contacts Database
Gladly
Gladly
94%
Responses: 143
Zendesk Support Suite
Zendesk Support Suite
82%
Responses: 1476
Persistent Data
Gladly
Gladly
94%
Responses: 78
Zendesk Support Suite
Zendesk Support Suite
84%
Responses: 94
Proactive Engagement
Gladly
Gladly
94%
Responses: 86
Zendesk Support Suite
Zendesk Support Suite
81%
Responses: 306
Mobile Optimization
Gladly
Gladly
94%
Responses: 64
Zendesk Support Suite
Zendesk Support Suite
80%
Responses: 308
Integrations
Gladly
Gladly
94%
Responses: 69
Zendesk Support Suite
Zendesk Support Suite
80%
Responses: 398
Web Chat
Gladly
Gladly
95%
Responses: 85
Zendesk Support Suite
Zendesk Support Suite
83%
Responses: 134
Visitor Activity
Gladly
Gladly
94%
Responses: 73
Zendesk Support Suite
Zendesk Support Suite
85%
Responses: 343
Voice
Gladly
Gladly
92%
Responses: 146
Zendesk Support Suite
Zendesk Support Suite
81%
Responses: 944
Attachments/Screencasts
Gladly
Gladly
93%
Responses: 140
Zendesk Support Suite
Zendesk Support Suite
84%
Responses: 2015
Chat/Live Support
Gladly
Gladly
94%
Responses: 149
Zendesk Support Suite
Zendesk Support Suite
84%
Responses: 1347
Likelihood to Recommend
Gladly
Gladly
93%
Responses: 282
Zendesk Support Suite
Zendesk Support Suite
86%
Responses: 3659
Customization
Gladly
Gladly
90%
Responses: 82
Zendesk Support Suite
Zendesk Support Suite
79%
Responses: 962
Surveys
Gladly
Gladly
94%
Responses: 78
Zendesk Support Suite
Zendesk Support Suite
83%
Responses: 334
Automation
Gladly
Gladly
95%
Responses: 74
Zendesk Support Suite
Zendesk Support Suite
83%
Responses: 431
SLA Management
Gladly
Gladly
92%
Responses: 118
Zendesk Support Suite
Zendesk Support Suite
81%
Responses: 1537
Self-Serve Support
Gladly
Gladly
92%
Responses: 88
Zendesk Support Suite
Zendesk Support Suite
80%
Responses: 352
Community Forums
Gladly
Gladly
92%
Responses: 67
Zendesk Support Suite
Zendesk Support Suite
81%
Responses: 581
Response Automation
Gladly
Gladly
93%
Responses: 143
Zendesk Support Suite
Zendesk Support Suite
84%
Responses: 1948
Branding
Gladly
Gladly
95%
Responses: 67
Zendesk Support Suite
Zendesk Support Suite
83%
Responses: 429
Contextual Engagement
Gladly
Gladly
93%
Responses: 101
Zendesk Support Suite
Zendesk Support Suite
81%
Responses: 268
Personalization
Gladly
Gladly
92%
Responses: 72
Zendesk Support Suite
Zendesk Support Suite
80%
Responses: 383
Email to Case
Gladly
Gladly
95%
Responses: 154
Zendesk Support Suite
Zendesk Support Suite
87%
Responses: 1923
Text
Gladly
Gladly
94%
Responses: 90
Zendesk Support Suite
Zendesk Support Suite
85%
Responses: 244
Social Integration
Gladly
Gladly
91%
Responses: 118
Zendesk Support Suite
Zendesk Support Suite
80%
Responses: 1053
In-App Messaging
Gladly
Gladly
96%
Responses: 102
Zendesk Support Suite
Zendesk Support Suite
83%
Responses: 266
Customer Profiles
Gladly
Gladly
95%
Responses: 129
Zendesk Support Suite
Zendesk Support Suite
82%
Responses: 345
Ticket Collaboration
Gladly
Gladly
93%
Responses: 130
Zendesk Support Suite
Zendesk Support Suite
85%
Responses: 2003
Reporting
Gladly
Gladly
88%
Responses: 76
Zendesk Support Suite
Zendesk Support Suite
78%
Responses: 1677
User, Role, and Access Management
Gladly
Gladly
93%
Responses: 71
Zendesk Support Suite
Zendesk Support Suite
82%
Responses: 1253
Session Summary Notes
Gladly
Gladly
96%
Responses: 82
Zendesk Support Suite
Zendesk Support Suite
86%
Responses: 113
Administrator Access
Gladly
Gladly
95%
Responses: 76
Zendesk Support Suite
Zendesk Support Suite
89%
Responses: 143
Integration
Gladly
Gladly
91%
Responses: 71
Zendesk Support Suite
Zendesk Support Suite
81%
Responses: 1088
Seamless Escalation
Gladly
Gladly
93%
Responses: 104
Zendesk Support Suite
Zendesk Support Suite
83%
Responses: 330
Intelligent Routing
Gladly
Gladly
91%
Responses: 107
Zendesk Support Suite
Zendesk Support Suite
81%
Responses: 297
Workflow
Gladly
Gladly
94%
Responses: 140
Zendesk Support Suite
Zendesk Support Suite
85%
Responses: 2100
Artificial Intelligence
Gladly
Gladly
92%
Responses: 71
Zendesk Support Suite
Zendesk Support Suite
77%
Responses: 282
IVR
Gladly
Gladly
91%
Responses: 69
Zendesk Support Suite
Zendesk Support Suite
87%
Responses: 72
Session Routing
Gladly
Gladly
91%
Responses: 82
Zendesk Support Suite
Zendesk Support Suite
86%
Responses: 95
Live Chat
Gladly
Gladly
94%
Responses: 89
Zendesk Support Suite
Zendesk Support Suite
88%
Responses: 344
Concurrent Calling
Gladly
Gladly
92%
Responses: 75
Zendesk Support Suite
Zendesk Support Suite
87%
Responses: 56
Social
Gladly
Gladly
93%
Responses: 73
Zendesk Support Suite
Zendesk Support Suite
84%
Responses: 360
Lead Development
Gladly
Gladly
95%
Responses: 94
Zendesk Support Suite
Zendesk Support Suite
80%
Responses: 226
Conversation Archiving
Gladly
Gladly
96%
Responses: 116
Zendesk Support Suite
Zendesk Support Suite
84%
Responses: 332
Knowledge Base
Gladly
Gladly
95%
Responses: 82
Zendesk Support Suite
Zendesk Support Suite
86%
Responses: 899
Help Desk
Gladly
Gladly
95%
Responses: 77
Zendesk Support Suite
Zendesk Support Suite
88%
Responses: 439
Pop-up Chat
Gladly
Gladly
95%
Responses: 117
Zendesk Support Suite
Zendesk Support Suite
86%
Responses: 385
Email
Gladly
Gladly
97%
Responses: 93
Zendesk Support Suite
Zendesk Support Suite
92%
Responses: 202
Agent Scheduling and Assignment
Gladly
Gladly
95%
Responses: 75
Zendesk Support Suite
Zendesk Support Suite
84%
Responses: 102
Knowledge Base
Gladly
Gladly
94%
Responses: 120
Zendesk Support Suite
Zendesk Support Suite
85%
Responses: 383
Notifications
Gladly
Gladly
94%
Responses: 126
Zendesk Support Suite
Zendesk Support Suite
83%
Responses: 395
Searchable Articles
Gladly
Gladly
92%
Responses: 77
Zendesk Support Suite
Zendesk Support Suite
85%
Responses: 875
Ticket creation user experience
Gladly
Gladly
94%
Responses: 135
Zendesk Support Suite
Zendesk Support Suite
88%
Responses: 2157
Macros
Gladly
Gladly
95%
Responses: 76
Zendesk Support Suite
Zendesk Support Suite
89%
Responses: 429
Email
Gladly
Gladly
96%
Responses: 92
Zendesk Support Suite
Zendesk Support Suite
91%
Responses: 467
Mobile User Support
Gladly
Gladly
86%
Responses: 65
Zendesk Support Suite
Zendesk Support Suite
78%
Responses: 811
Ticket response user experience
Gladly
Gladly
93%
Responses: 131
Zendesk Support Suite
Zendesk Support Suite
87%
Responses: 2174
Session Recording
Gladly
Gladly
95%
Responses: 80
Zendesk Support Suite
Zendesk Support Suite
89%
Responses: 103
Transcripts
Gladly
Gladly
93%
Responses: 96
Zendesk Support Suite
Zendesk Support Suite
83%
Responses: 297
Targeted Emails
Gladly
Gladly
96%
Responses: 101
Zendesk Support Suite
Zendesk Support Suite
84%
Responses: 258
Team Inbox
Gladly
Gladly
95%
Responses: 115
Zendesk Support Suite
Zendesk Support Suite
86%
Responses: 322
Co-Browsing
Gladly
Gladly
92%
Responses: 83
Zendesk Support Suite
Zendesk Support Suite
81%
Responses: 201
Mentions
Gladly
Gladly
92%
Responses: 67
Zendesk Support Suite
Zendesk Support Suite
86%
Responses: 345
Tickets
Gladly
Gladly
95%
Responses: 73
Zendesk Support Suite
Zendesk Support Suite
91%
Responses: 466
Live Chat
Gladly
Gladly
86%
Responses: 7
Zendesk Support Suite
Zendesk Support Suite
86%
Responses: 283
Avg. ROI (months)
Gladly
Gladly
Average 15 Months
Zendesk Support Suite
Zendesk Support Suite
Average 18 Months
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