--- 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: '2026-08-11' parent\_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- ### Gladly Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users enjoy the **ease of use** of Gladly, appreciating its intuitive interface and seamless updates for effective engagement. [(191 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1042428&qs=pros-and-cons#reviews) Users appreciate the **helpfulness** of Gladly, making it easy to stay organized and assist customers effectively. [(135 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1041354&qs=pros-and-cons#reviews) Users appreciate Gladly's **innovative features** , such as ticket automation and reliable performance, enhancing customer interactions. [(128 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1038445&qs=pros-and-cons#reviews) Users value the **efficiency** of Gladly, noting improved workflows and faster response times for customer support. [(105 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1040870&qs=pros-and-cons#reviews) Users appreciate the **exceptional onboarding and collaboration tools** of Gladly, enhancing customer service efficiency and productivity. [(78 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1040472&qs=pros-and-cons#reviews) Users find Gladly lacking in **essential features** , which hampers efficiency and limits overall functionality. [(40 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1039243&qs=pros-and-cons#reviews) Users find the **complexity** of Gladly's interface overwhelming, complicating efficient access to necessary information and notifications. [(31 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1041619&qs=pros-and-cons#reviews) Users find Gladly's **limited features** hinder efficiency, especially with AI accuracy and integration options needing significant improvements. [(31 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1040579&qs=pros-and-cons#reviews) Users experience a **slight learning curve** initially, but onboarding support helps ease the process. [(30 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1039877&qs=pros-and-cons#reviews) Users are frustrated by the **limited customization** options in Gladly, restricting valuable insights and usability adjustments. [(30 mentions)](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1041389&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Gladly ##### 1. Ease of Use Users enjoy the **ease of use** of Gladly, appreciating its intuitive interface and seamless updates for effective engagement. [ See 191 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1042428&qs=pros-and-cons#reviews) See Related User Reviews ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you like about Gladly? As a Machine Learning Consultant, I have come across many organizations that face challenges due to "Ticket" based systems with data in silos. The bes SK Stephanie K. Small-Business (50 or fewer emp.) 5.0/5 "Intuitive, Conversation-Based Support That Keeps Full Context Across Channels" What do you like about Gladly? One of the most favorable aspects has been its exceptional ease of use. The system’s intuitive layout allows our agents to navigate customer interacti ##### 2. Helpful Users appreciate the **helpfulness** of Gladly, making it easy to stay organized and assist customers effectively. [ See 135 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1041354&qs=pros-and-cons#reviews) See Related User Reviews ![Bella K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bella K.") BK Bella K. Small-Business (50 or fewer emp.) 5.0/5 "great, amazing in work setting" What do you like about Gladly? i like convenience with photos, emails all kept in one place ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you like about Gladly? As a Machine Learning Consultant, I have come across many organizations that face challenges due to "Ticket" based systems with data in silos. The bes ##### 3. Features Users appreciate Gladly's **innovative features** , such as ticket automation and reliable performance, enhancing customer interactions. [ See 128 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1038445&qs=pros-and-cons#reviews) See Related User Reviews ![Bella K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bella K.") BK Bella K. Small-Business (50 or fewer emp.) 5.0/5 "great, amazing in work setting" What do you like about Gladly? i like convenience with photos, emails all kept in one place ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you like about Gladly? As a Machine Learning Consultant, I have come across many organizations that face challenges due to "Ticket" based systems with data in silos. The bes ##### 4. Efficiency Users value the **efficiency** of Gladly, noting improved workflows and faster response times for customer support. [ See 105 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1040870&qs=pros-and-cons#reviews) See Related User Reviews ![Bella K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Bella K.") BK Bella K. Small-Business (50 or fewer emp.) 5.0/5 "great, amazing in work setting" What do you like about Gladly? i like convenience with photos, emails all kept in one place SK Stephanie K. Small-Business (50 or fewer emp.) 5.0/5 "Intuitive, Conversation-Based Support That Keeps Full Context Across Channels" What do you like about Gladly? One of the most favorable aspects has been its exceptional ease of use. The system’s intuitive layout allows our agents to navigate customer interacti ##### 5. Customer Support Users appreciate the **exceptional onboarding and collaboration tools** of Gladly, enhancing customer service efficiency and productivity. [ See 78 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1040472&qs=pros-and-cons#reviews) See Related User Reviews ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you like about Gladly? As a Machine Learning Consultant, I have come across many organizations that face challenges due to "Ticket" based systems with data in silos. The bes JL Justice L. 5.0/5 "Seamless Internal Communication and Issue Management" What do you like about Gladly? I like that Gladly allows each store or user to have one continuous conversation. It saves myself and other agents time by making it easier to find pr ### 5 Cons or Disadvantages of Gladly ##### 1. Missing Features Users find Gladly lacking in **essential features** , which hampers efficiency and limits overall functionality. [ See 40 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1039243&qs=pros-and-cons#reviews) See Related User Reviews ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you dislike about Gladly? One thing that I do not like is the "Rules" engine can be a little hard to configure if you have more advanced workflows. If you are trying to do very HY Helfried Y. Small-Business (50 or fewer emp.) 4.5/5 "All-in-One Customer Context Makes Work Effortless" What do you dislike about Gladly? Among the weaknesses of Gladly is that it does not have as many options on reporting as other platforms do. I also cannot always extract detailed agen ##### 2. Complexity Users find the **complexity** of Gladly's interface overwhelming, complicating efficient access to necessary information and notifications. [ See 31 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1041619&qs=pros-and-cons#reviews) See Related User Reviews ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you dislike about Gladly? One thing that I do not like is the "Rules" engine can be a little hard to configure if you have more advanced workflows. If you are trying to do very KP Kinga P. Small-Business (50 or fewer emp.) 4.5/5 "Managing customer conversations efficiently is now much smoother for us" What do you dislike about Gladly? The first disadvantage is that some of the workflows are somewhat stiff, particularly when handling a large number of messages simultaneously. I am al ##### 3. Limited Features Users find Gladly's **limited features** hinder efficiency, especially with AI accuracy and integration options needing significant improvements. [ See 31 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1040579&qs=pros-and-cons#reviews) See Related User Reviews HY Helfried Y. Small-Business (50 or fewer emp.) 4.5/5 "All-in-One Customer Context Makes Work Effortless" What do you dislike about Gladly? Among the weaknesses of Gladly is that it does not have as many options on reporting as other platforms do. I also cannot always extract detailed agen CM Chris M. Small-Business (50 or fewer emp.) 4.5/5 "Smooth customer conversations every day" What do you dislike about Gladly? The negative side about it is that to my mind, some of the features remain somewhat limited when I am in a hurry to complete some tasks. Introduction ##### 4. Learning Curve Users experience a **slight learning curve** initially, but onboarding support helps ease the process. [ See 30 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1039877&qs=pros-and-cons#reviews) See Related User Reviews ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you dislike about Gladly? One thing that I do not like is the "Rules" engine can be a little hard to configure if you have more advanced workflows. If you are trying to do very ![Corey S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Corey S.") CS Corey S. Mid-Market (51-1000 emp.) 4.5/5 "All-in-One Solution That Streamlines Our Workflow" What do you dislike about Gladly? When comparing FAQ-based questions between Gladly and our previous software, HelpScout, I find that the format was a bit easier for both agents and cu ##### 5. Limited Customization Users are frustrated by the **limited customization** options in Gladly, restricting valuable insights and usability adjustments. [ See 30 mentions ](https://www.g2.com/products/gladly/reviews?filters%5Bsentiment_snippet%5D=1041389&qs=pros-and-cons#reviews) See Related User Reviews ![Moksha B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Moksha B.") MB Moksha B. Enterprise (\> 1000 emp.) 4.0/5 "People-Centered Support with Powerful AI and Smart Routing" What do you dislike about Gladly? One thing that I do not like is the "Rules" engine can be a little hard to configure if you have more advanced workflows. If you are trying to do very JL Justice L. 5.0/5 "Seamless Internal Communication and Issue Management" What do you dislike about Gladly? I find it frustrating that I can't have more than one tab of Gladly opened at the same time. MH Michael H. Program Manager, Customer Experience Mid-Market (51-1000 emp.) 8/26/2025 "A comprehensive customer engagement platform" 5/5 What do you like best about Gladly? Gladly is an outstanding engagement and communications platform. I have prior used platforms such as Salesforce and ZenDesk, which often fell short when trying to engage with customers across multiple channels - especially when it came to historical reviews. Topic timelines and intuitive search features also give users a powerful tool to find trends and targeted customer issues. I also cannot understate the quality and spread of reporting available on the platform. OOTB there are several pre-made reports to give you a 360° view of your support team and customer metrics. Those of you familiar with OMNI or Google Looker will also feel at home with an Analyst license, allowing you to create your own custom reports and dashboards based on your company needs. This feature alone drive our entire CX department and gives countless actionable insights every month. Gladly is a platform I cannot over-sell. Their support gives comprehensive care, their API documentation is supremely comprehensive and helpful for building connections and custom integrations, and the platform as a whole is easy to use every day from front-line support agents to department analysts. Review collected by and hosted on G2.com. What do you dislike about Gladly? Gladly is a platform that's hard to find a downside for! On occasion we've had slow responses from the Support team on either enhancement requests or low-priority technical issues, however they have never failed to deliver on mission-critical bugs or requests. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Conversations with customers are incredibly easy to keep track of! With conversation topicking and a continuous timeline, you never need to hunt through cases to find "that one complaint" or "the email where I said I wanted a refund". Additionally, topic reports give us a huge benefit in visibility to the kinds and frequency of issues our customers encounter or need assistance with - if you're a data nerd, Gladly will be your best friend. The other major problem Gladly solves for us is visibility across all teams and channels. We are tied directly in with all inbound channels across nearly a dozen separate teams, all of which have the ability to see the customer's support journey as any one customer is handled by any other team. This ensures there is congruity in our responses and keeps us from having to ask the customer for information they've already provided. AI Note Summarization is absolutely a vital feature for any large support team! Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Aimee R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Aimee R.") AR Aimee R. 11/3/2025 "Great for Customer History, Needs AI Improvements" 3/5 What do you like best about Gladly? I love how Gladly keeps contacts in history and routes customers to the same employee when possible, which enhances continuity and fosters better relationship management with customers. The direct access to customer history, including having orders and previous conversations shown, is invaluable. This feature simplifies my workflow by ensuring I have all relevant information at my fingertips whenever I interact with a customer. I find the preservation and organization of customer records to be the best part of working with Gladly. Review collected by and hosted on G2.com. What do you dislike about Gladly? I find it challenging to access all of the features in Gladly, which makes the tool less efficient for me. The AI features are often inaccurate, specifically in customer recaps, which are frequently off base. I would like to see improvements in AI accuracy. The current setup doesn't feel optimized for my specific needs. Additionally, I think Gladly could benefit from integrating payment options and having a better understanding of our troubleshooting process. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? I love that Gladly keeps customer history and routes customers to the same employee when possible, ensuring continuity in service. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Julie J.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Julie J.") JJ Julie J. Director, Customer Experience Small-Business (50 or fewer emp.) 12/22/2025 "Sidekick Saves Time and Unifies Customer Journeys" 4.5/5 What do you like best about Gladly? I really appreciate being able to view the entire customer journey in one place, no matter where the conversation began. I love using Sidekick! It saves us so much time that I would have otherwise needed to hire more staff. The Answers feature has become our knowledge base and our single source of truth, which is a major advantage for any organization. Review collected by and hosted on G2.com. What do you dislike about Gladly? In my experience, the most challenging aspect of using Gladly has been getting in touch with support. It feels like we lack a dedicated contact person we can rely on when we urgently need assistance. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Maria has been wonderful in assisting us with fine-tuning our Sidekick. She works closely with us to develop guides that are truly tailored to our business needs. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Prem D.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Prem D.") PD Prem D. Cyber Security Consultant Mid-Market (51-1000 emp.) 10/30/2025 "Good tool for managing my clients, but little complex for me" 4.5/5 What do you like best about Gladly? As a cybersecurity consultant with numerous clients, I appreciate how Gladly consolidates all my client communications in one place. I can view both emails and chats in a single, unified timeline, making it simple to track the complete history of each client. Whenever a client encounters an issue, I can quickly review all previous tickets and the actions we took, which enables me to provide support efficiently. I also value the platform's focus on people rather than just tickets. Review collected by and hosted on G2.com. What do you dislike about Gladly? For my small consulting business, I find this software to be somewhat expensive. It also includes a lot of features that I don't use, such as those designed for e-commerce and shopping. My needs are much simpler, as I only require basic client support. I also found the setup process a bit challenging and needed some assistance to understand all the options. Additionally, I have noticed that the mobile app can be a bit slow at times. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Previously, I managed all my client communications through email, which quickly became disorganized and led to me occasionally missing important messages. Since I started using Gladly, my client communication has improved significantly. Now, I can view all my client interactions in a single dashboard, ensuring I never overlook a support request. My clients receive faster responses from me, which has made them happier, and the platform helps me present myself in a more professional manner. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite RG Radhika G. Revenue Marketing Manager Small-Business (50 or fewer emp.) 10/29/2025 "Gladly is very good for seeing full customer picture" 4.5/5 What do you like best about Gladly? I am really enjoying using Gladly. As a Revenue Marketing Manager, my role involves understanding the entire customer journey. With Gladly, all conversations—whether by email, chat, or social media—are brought together in one place. Its 'people-centric' approach, rather than being 'ticket-centric', is what I appreciate most. This feature stands out to me. Our support team can easily see which marketing emails a customer has received, allowing them to provide more informed responses. They no longer need to ask customers, "What email did you get?" This benefits me as well, since satisfied customers lead to increased revenue for the company. Having all customer history displayed in a single timeline is extremely helpful. Review collected by and hosted on G2.com. What do you dislike about Gladly? At times, I feel that the reporting features are not really tailored for the marketing team. They work well for support managers who need to monitor agent performance, but I would appreciate having more reports that show how my campaigns are linked to support issues. Additionally, setting up the integration with our marketing automation tool (we use Hubspot) took a bit longer than expected. It wasn't very straightforward to get everything connected seamlessly. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Before Gladly, customer information was all separate. Support team has one system, marketing has another. It was big mess. I cannot see what problems my leads are facing when they talk to support. Now, I can see full timeline. If many customers from one campaign are asking same question, I can fix my campaign message. It is helping us to align marketing and support teams. Everyone seeing same customer data. This is big benefit for revenue. Our customer experience is much better now. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Eve S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Eve S.") ES Eve S. 12/17/2025 "Smooth Communication, Effortless Setup" 5/5 What do you like best about Gladly? I use Gladly to communicate with customers via phone, chat, SMS, or emails. It makes direct communication easy and helps to create perfect sentences, corrects grammar, and has a lot of other tools. I like the tools that make texts longer and professional. I enjoy how it generates customer's information perfectly, so we know who we are speaking with, which makes communication easier. The initial setup was easy, signing in was great, and logging in daily is very easy. Review collected by and hosted on G2.com. What do you dislike about Gladly? I think the technique of automatically rerouting contacts could be improved, especially when we are already working on it. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? I use Gladly for direct customer communication. It makes this easier, helps create perfect sentences, corrects grammar, and provides tools for professional communication. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite JL Justice L. 2/16/2026 "Seamless Internal Communication and Issue Management" 5/5 What do you like best about Gladly? I like that Gladly allows each store or user to have one continuous conversation. It saves myself and other agents time by making it easier to find previous tickets to better assist our associates. The setup was also very easy after going through the Gladly training provided. Review collected by and hosted on G2.com. What do you dislike about Gladly? I find it frustrating that I can't have more than one tab of Gladly opened at the same time. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? I use Gladly to organize tickets and ongoing issues, saving time for agents by maintaining continuous conversations, which helps us find previous tickets quickly. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Verified User in Consumer Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Consumer Services") AC Verified User in Consumer Services Mid-Market (51-1000 emp.) 3/22/2023 "Gets the job done with great support" 4/5 What do you like best about Gladly? Gladly has continued to make our work lives significantly more efficient and organized. Now, every type of communication with a client is consolidated in one place, which has streamlined our workflow. We are able to run reports based on Topics and other factors, giving us valuable insights. The platform also allows us to scale our remote team and helps us identify when we need to schedule more coverage during peak call and text times. Before Gladly, we had nothing comparable, so this has been a major improvement for us. All of this still holds true! Review collected by and hosted on G2.com. What do you dislike about Gladly? There are a few challenges with the reports that I wish were addressed to make them easier to read. For instance, the Task Export report does not provide a straightforward way to filter the data. I often find myself copying and pasting this report into an Excel sheet just to extract the information I need. Ideally, I would prefer to have all the necessary details included in a single report, with the option to have it automatically emailed to me on a regular basis. We've also encountered some technical issues with the rules, which haven't worked out for us so far. However, I want to emphasize that the support team is PHENOMENAL. Despite these difficulties, they are always very responsive and do their best to assist us. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Now, we can direct conversations to team members who are actually available, instead of those who are already occupied, such as being on another call. As a result, we no longer miss calls, or if we do, we know exactly who we need to follow up with. This improvement has helped us provide better customer service and respond to clients more promptly. While I have mentioned that the reports occasionally present some challenges, they still offer valuable insights that we would not have otherwise. Review collected by and hosted on G2.com. Show More 10/8/2025 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Rachel B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Rachel B.") RB Rachel B. Customer Experience Manager Small-Business (50 or fewer emp.) 7/22/2025 "10/10" 5/5 What do you like best about Gladly? I've worked with Gladly for over 5 years now and it's been a fantastic experience from the get go. They are responsive to criticism, they take feedback and suggestions on the product very seriously and over the years I've seen them implement things solely based on customer feedback. Support tickets are generally answered in a very timely manner and you can tell that they truly developed this product based on the importance and value of the customer support experience. Review collected by and hosted on G2.com. What do you dislike about Gladly? Honestly in all my time working with gladly I haven't had many bad experiences or things that I truly have disliked. One feature I would really really love though is the option to bulk close multiple convos. We need it with how much spam we get!! Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? We get folks reaching out via multiple channels, and the fact that Gladly is conversational based is really helpful. When someone sends us a photo via instagram and we have all of their info in their profile already, it helps us build relationships with customers. That just isn't really possible in a ticket based system. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Katalin B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Katalin B.") KB Katalin B. 1/5/2026 "Easy to Use with Great Customer Insights" 5/5 What do you like best about Gladly? I like that Gladly is easy to use, which makes it convenient for me in my role as a phone agent helping clients. The multiple possibilities it offers, like the ability to search for data from different windows, are valuable. I also appreciated how very easy the initial setup was. Review collected by and hosted on G2.com. What do you dislike about Gladly? On liveboards, when I pick my team, I have to click somewhere else on the screen to see the list. It's a bit cumbersome because it doesn't show up until I click again. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? I use Gladly to get in touch with clients quickly and see their data instantly, which is super helpful for my role. Review collected by and hosted on G2.com. 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