---
title: Gladly Reviews
meta_title: 'Gladly Reviews 2026: Details, Pricing, & Features | G2'
meta_description: Filter 1114 reviews by the users' company size, role or industry
  to find out how Gladly works for a business like yours.
aggregate_rating:
  rating_value: 4.7
  review_count: 1114
  scale: '5'
date_modified: '2026-08-12'
parent_category:
  name: Customer Service
  url: https://www.g2.com/categories/customer-service
---


# Gladly Reviews
**Vendor:** Gladly  
**Category:** [Help Desk Software](https://www.g2.com/categories/help-desk)  
**Average Rating:** 4.7/5.0  
**Total Reviews:** 1,114
## About Gladly
The world’s most customer-centric brands use Gladly’s CX platform to drive down costs, nurture relationships, and increase loyalty. Powered by proprietary Customer AI, Gladly is the only CX platform that puts the customer, not tickets, at the center of every conversation. Gladly is simple to use, maintains a continuous conversation across channels, and balances human connection with intelligent and empathetic automation. For B2C leaders who refuse to compromise, Gladly delivers radically efficient service and radically personal experiences. Customer experience isn’t broken—it’s just built on the wrong foundation. Gladly reimagines CX with AI that gets it right. Explore how it works at www.gladly.ai/get-started/.



## Gladly Pros & Cons
**What users like:**

- Users enjoy the **ease of use** of Gladly, appreciating its intuitive interface and seamless updates for effective engagement. (191 reviews)
- Users appreciate the **helpfulness** of Gladly, making it easy to stay organized and assist customers effectively. (135 reviews)
- Users appreciate Gladly's **innovative features** , such as ticket automation and reliable performance, enhancing customer interactions. (128 reviews)
- Users value the **efficiency** of Gladly, noting improved workflows and faster response times for customer support. (105 reviews)
- Users appreciate the **exceptional onboarding and collaboration tools** of Gladly, enhancing customer service efficiency and productivity. (78 reviews)
- Intuitive (68 reviews)
- Customer Satisfaction (67 reviews)
- Interactions Management (62 reviews)
- Simple (62 reviews)
- Time-saving (62 reviews)

**What users dislike:**

- Users find Gladly lacking in **essential features** , which hampers efficiency and limits overall functionality. (40 reviews)
- Users find the **complexity** of Gladly's interface overwhelming, complicating efficient access to necessary information and notifications. (31 reviews)
- Users find Gladly's **limited features** hinder efficiency, especially with AI accuracy and integration options needing significant improvements. (31 reviews)
- Users experience a **slight learning curve** initially, but onboarding support helps ease the process. (30 reviews)
- Users are frustrated by the **limited customization** options in Gladly, restricting valuable insights and usability adjustments. (30 reviews)
- Users often experience **call issues** with Gladly, affecting their communication quality and overall usability. (29 reviews)
- Users experience **technical issues** with Gladly, including speed problems and difficulty managing multiple chats simultaneously. (29 reviews)
- Users experience frustrating **chat functionality issues** , including glitches, loading problems, and difficulties with account management. (28 reviews)
- Users frequently experience **slow loading** issues with Gladly, impacting their daily processes and conversation accessibility. (27 reviews)
- Poor Reporting (25 reviews)

## Gladly Reviews
  ### 1. Great service but lacks training for the users.

**Rating:** 2.0/5.0 stars

**Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.)

**Reviewed Date:** July 17, 2025

**What do you like best about Gladly?**

Keeping all conversations under one thread

**What do you dislike about Gladly?**

training and AI configuration is not easy to manage

**What problems is Gladly solving and how is that benefiting you?**

Keeping all the conversation under one thread.


## Gladly Discussions
  - [What is the best function of Gladly?](https://www.g2.com/discussions/what-is-the-best-function-of-gladly) - 2 comments, 1 upvote
  - [Is there any training environment for gladly](https://www.g2.com/discussions/is-there-any-training-environment-for-gladly) - 2 comments, 1 upvote
  - [Are you guys going to make this compatible with chromebook? Will this program be available on phones soons android or apple?](https://www.g2.com/discussions/are-you-guys-going-to-make-this-compatible-with-chromebook-will-this-program-be-available-on-phones-soons-android-or-apple) - 1 comment, 1 upvote
  - [How do I use gladly as a form of communication?](https://www.g2.com/discussions/how-do-i-use-gladly-as-a-form-of-communication) - 1 comment, 1 upvote
  - [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

- [View Gladly pricing details and edition comparison](https://www.g2.com/products/gladly/reviews?filters%5Bnps_score%5D%5B%5D=2&section=pricing&secure%5Bexpires_at%5D=2026-08-12+18%3A55%3A47+-0500&secure%5Bsession_id%5D=4435ea1d-3318-4900-aec9-de18cb6a5f91&secure%5Btoken%5D=ee9b261ef68e85a54135bc1b12fc2f73d7caf86571f3fd89edf2e0d58711954a&format=llm_user)
## Gladly Integrations
  - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews)
  - [Amazon Simple Storage Service (S3)](https://www.g2.com/products/amazon-simple-storage-service-s3/reviews)
  - [Assembled WFM](https://www.g2.com/products/assembled-wfm/reviews)
  - [Fivetran](https://www.g2.com/products/fivetran/reviews)
  - [Freshdesk](https://www.g2.com/products/freshdesk/reviews)
  - [Google Analytics](https://www.g2.com/products/google-analytics/reviews)
  - [Google Workspace](https://www.g2.com/products/google-workspace/reviews)
  - [HubSpot Marketing Hub](https://www.g2.com/products/hubspot-marketing-hub/reviews)
  - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews)
  - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews)
  - [Intuit Mailchimp Email Marketing](https://www.g2.com/products/intuit-mailchimp-email-marketing/reviews)
  - [Jira](https://www.g2.com/products/jira/reviews)
  - [Medallia Agent Connect](https://www.g2.com/products/medallia-agent-connect/reviews)
  - [Microsoft 365](https://www.g2.com/products/microsoft365/reviews)
  - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews)
  - [n8n](https://www.g2.com/products/n8n/reviews)
  - [Narvar](https://www.g2.com/products/narvar/reviews)
  - [Okta](https://www.g2.com/products/okta/reviews)
  - [Playvox WFM](https://www.g2.com/products/playvox-wfm/reviews)
  - [Shopify](https://www.g2.com/products/shopify/reviews)
  - [Slack](https://www.g2.com/products/slack/reviews)
  - [Snowflake](https://www.g2.com/products/snowflake/reviews)
  - [sticky.io](https://www.g2.com/products/sticky-io/reviews)
  - [Twilio](https://www.g2.com/products/twilio/reviews)
  - [Zapier](https://www.g2.com/products/zapier/reviews)
  - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews)

## Gladly Features
**Additional Functionality**
- Tagging
- Natural Language Processing
- Data Extraction
- Multi-Language
- Predictive Analytics
- Drag & Drop
- Speech Recognition
- Reporting/Analytics
- Data Storage Management
- Virtual Personal Assistant (VPA)
- AI Copilot
- Customer Segmentation
- Collaboration Tools
- Data Import/Export
- Generative AI
- For eCommerce
- Role-Based Permissions
- Customizable Branding
- Search/Filter
- Monitoring
- Document Management
- API
- Data Visualization
- Trend Analysis
- Machine Learning
- Access Controls/Permissions
- Alerts/Escalation
- Performance Metrics
- Real-Time Data
- Third-Party Integrations
- Mobile App
- Multiple Data Sources
- For Sales Teams/Organizations
- Sentiment Analysis
- Activity Dashboard
- Chatbot
- Workflow Automation

**Additional Functionality**
- Call Reporting
- Automatic Call Distribution
- Call Whispering
- Callback Scheduling
- CRM
- Call Tagging
- Dashboard
- Call Recording
- Alerts/Escalation
- AI Copilot
- Call Transcription
- Queue Management
- Manual Dialer
- Call Tracking
- Auto-Dialer
- Call Monitoring
- Activity Tracking
- Multi-Channel Communication
- Contact Management
- Sentiment Analysis
- Progressive Dialer
- Voice Recognition
- Reporting/Analytics
- Monitoring
- IVR
- Call Logging
- Chatbot
- Third-Party Integrations
- Outbound Call Center
- Interaction Tracking
- Voice Mail
- Call Routing
- Automated Responses
- API
- Call Transfer
- AI Summarization
- Call Center Management
- Inbound Call Center
- Surveys & Feedback
- Chat/Messaging
- Predictive Dialer
- Blended Call Center
- Caller ID
- Generative AI
- Performance Management
- Computer Telephony Integration
- Call Scripting

**Dashboard**
- Dashboard

**Speech Recognition**
- Speech Recognition

**Compliance Management**
- Compliance Management

**Autonomous Task Execution**
- Autonomous Task Execution

**Sentiment Analysis**
- Sentiment Analysis

**Data Security**
- Data Security

**Third-Party Integration**
- Third-Party Integration

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

**Agentic Task Execution**
- Agentic Task Execution

**Natural Language Processing**
- Natural Language Processing

**Conversational AI**
- Conversational AI

**Performance Metrics**
- Performance Metrics

**Interaction Tracking**
- Interaction Tracking

**Knowledge Base Management**
- Knowledge Base Management

**CRM Integration**
- CRM Integration

**Inquiry Routing**
- Inquiry Routing

**Contextual Guidance**
- Contextual Guidance

**Communications Management**
- Communications Management

**Proactive Chat**
- Proactive Chat

**Ticket Management**
- Ticket Management

**Ticket and Case Management**
- Ticket creation user experience
- Ticket response user experience
- Workflow
- Response Automation
- SLA Management
- Attachments/Screencasts
- Ticket Collaboration
- Customer and Contacts Database
- Workflow Management
- Knowledge Base Management
- Ticket Management
- Call Center Management
- Queue Management
- Inbox Management
- Support Ticket Management
- Email Management

**Channels**
- Voice
- Social
- Live Chat
- Mobile SMS
- Email

**Conversational Platform**
- Personalization
- Omnichannel
- Contextual Engagement
- Proactive Engagement

**Customer Support**
- Text
- Speech
- Knowledge Base
- Knowledge Base Management

**Generative AI**
- AI Text Generation
- AI Text Summarization
- AI Text-to-Speech
- Generative AI

**Generative AI**
- AI Text Summarization

**Generative AI**
- AI Text Generation
- AI Text Summarization

**Generative AI**
- AI Text-to-Speech
- Generative AI

**Generative AI**
- AI Text Generation
- AI Text Summarization

**Self-Service Experience**
- Knowledge Base
- Searchable Articles
- Community Forums
- Mobile Optimization
- Personalization

**Communication**
- Pop-up Chat
- Notifications
- Targeted Emails
- In-App Messaging
- Co-Browsing
- Real-Time Notifications
- Real-time Consumer-facing Chat

**Process**
- Mentions
- Tickets
- Macros

**Functions**
- Call Routing
- Session Queuing
- Concurrent Calling
- IVR
- Inbound Screen Pop
- Persistent Data
- Predictive Dialer
- Automated Routing
- Real-Time Analytics
- Reporting/Analytics

**Support Automation**
- Intelligent Routing
- Seamless Escalation
- Transcripts
- Self-Serve Support

**Automation**
- Ticket Resolution
- Customization
- Intelligent Routing
- Customizable Templates

**Generative AI**
- AI Text Generation
- AI Text Summarization
- Generative AI

**Agentic AI - Contact Center**
- Autonomous Task Execution
- Cross-system Integration
- Natural Language Interaction
- Proactive Assistance
- Third-Party Integrations
- Social Media Integration
- Computer Telephony Integration

**Self-Service Platform**
- Branding
- Automation
- Artificial Intelligence
- Integrations

** Internal Use**
- Customization 
- Conversation Archiving
- Lead Development
- Knowledge Base
- Team Inbox 
- Customer Profiles

**Channels**
- Email
- Social
- Live Chat
- Phone
- Text

**Administrative**
- Session Summary Notes
- Administrator Access
- Reporting & Dashboards
- Session Recording
- Agent Scheduling and Assignment
- Callback Scheduling
- Activity Dashboard
- Call Reporting

**Artificial Intelligence**
- Learning
- Conversational AI
- Generative AI

**Generative AI**
- AI Text Generation
- AI Text Summarization

**Customer Query Resolution - AI Customer Support Agents**
- Automated Ticket Resolution
- Contextual Response Generation
- Sentiment Analysis
- Knowledge Base Utilization
- Multilingual Support

**Agentic AI - Help Desk**
- Autonomous Task Execution
- Natural Language Interaction
- Proactive Assistance

**Agentic AI - AI Agents**
- Autonomous Task Execution
- Multi-step Planning
- Cross-system Integration
- Adaptive Learning
- Natural Language Interaction
- Proactive Assistance
- Decision Making

**Additional Functionality**
- Real-Time Analytics
- Email Management
- API
- Single Sign On
- Search/Filter
- Collaboration Tools
- Third-Party Integrations
- Activity Dashboard
- Canned Responses
- Surveys & Feedback
- Reporting/Analytics
- Transfers/Routing
- Geotargeting
- Interaction Tracking
- CRM
- Transcripts/Chat History
- Document Storage
- Screen Sharing
- Contact Management
- Autoresponders
- Multi-Channel Communication
- Mobile Access
- AI Copilot
- Offline Form
- Real-Time Monitoring
- Support Ticket Management
- File Sharing

**Additional Functionality**
- API
- Alerts/Notifications
- Call Transfer
- Data Import/Export
- Call Scripting
- Interaction Tracking
- Collaboration Tools
- Call Monitoring
- Customizable Reports
- Contact Management
- Activity Tracking
- Automatic Call Distribution
- Contact Database
- Chatbot
- Call Center Management
- Performance Management
- Call Tracking
- CRM
- Reporting & Statistics
- Quality Management
- Agent Interface
- Queue Management
- Customer History
- Voice Mail
- Monitoring
- Call List Management
- Chat/Messaging
- Workforce Management
- Campaign Management
- AI Copilot
- Email Management
- Caller ID
- Multi-Channel Communication
- Real-Time Monitoring

**Additional Functionality**
- Workflow Management
- Interaction Tracking
- Alerts/Notifications
- Single Sign On
- Self Service Portal
- Real-Time Analytics
- Customer Database
- Client Portal
- Inventory Management
- Tagging
- Configurable Workflow
- Customer History
- Surveys & Feedback
- Support Ticket Management
- Service Level Agreement (SLA) Management
- Widgets
- Search/Filter
- Chatbot
- Email Templates
- Activity Tracking
- Feedback Management
- Real-Time Data
- API
- Reporting/Analytics
- Event Triggered Actions
- Website Integration
- Help Desk Management
- Call Center Management
- Queue Management
- SSL Security
- Social Media Integration
- CRM
- Chat/Messaging
- Live Chat
- AI Copilot
- Customizable Reports
- Email Management
- Customizable Branding
- Reporting & Statistics
- Real-Time Notifications
- Access Controls/Permissions
- Customizable Forms
- Customer Communication
- Activity Dashboard
- Third-Party Integrations
- Customizable Fields
- Multi-Channel Communication
- Application Management
- Communication Management
- Role-Based Permissions

**Insight**
- Surveys
- Reporting
- Visitor Activity
- Help Desk

**Customer Interaction Automation - AI Customer Support Agents**
- Proactive Customer Outreach
- Feedback Collection
- Escalation Handling
- Workflow Optimization

**Agentic AI - Customer Self-Service**
- Autonomous Task Execution
- Multi-step Planning
- Cross-system Integration
- Adaptive Learning
- Natural Language Interaction
- Proactive Assistance
- Decision Making

**Communication Channels**
- Customer Portal
- Email to Case
- Chat/Live Support
- Social Integration
- Voice
- Video Chat

**Platform**
- Mobile User Support
- Customization 
- User, Role, and Access Management
- Third-Party Integrations
- Reporting
- Activity Dashboard
- Mobile Access

**Automation**
- Customer Interaction Automation
- Feedback Collection
- Document Processing

**Autonomy**
- Independent Decision Making
- Adaptive Responses
- Task Execution
- Problem Solving

**Additional Functionality**
- Automated Routing
- Chatbot
- Reporting & Statistics
- Autoresponders
- AI Copilot
- Real-Time Monitoring
- CRM
- Gamification
- Conversation Intelligence
- Customizable Fields
- Surveys & Feedback
- Key Performance Indicators
- Collaboration Tools
- Multi-Channel Communication
- Voice Recognition
- Live Chat
- Task Automation
- IVR
- Language Detection
- Multiple Data Sources
- Predictive Analytics
- API
- Alerts/Escalation
- Data Security
- Interaction Tracking
- Prioritization
- Secure Data Storage
- Macros/Templated Responses
- Performance Metrics
- Single Sign On
- Mobile App
- Reporting/Analytics
- Access Controls/Permissions
- Email Templates
- Real-Time Notifications
- Automated Responses
- Data Import/Export
- Personalization
- Workflow Automation

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