--- 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: '2026-08-10' 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. ![Sheena A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sheena A.") SA Sheena A. Customer Service Agent Small-Business (50 or fewer emp.) 5/23/2025 "Seamless, efficient, and incredibly intuitive" 5/5 What do you like best about Gladly? Gladly provides a truly seamless, omnichannel experience that empowers our team to respond quickly and personally to every customer. The single timeline view makes it easy to track conversations across channels, and the intuitive UI has significantly improved our response time and overall workflow. Review collected by and hosted on G2.com. What do you dislike about Gladly? While the platform is fantastic overall, reporting capabilities could be a bit more customizable to fit niche use cases. There’s also a slight learning curve at the start, but the onboarding support makes it manageable. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Gladly has helped us solve the challenge of fragmented customer communication by unifying all channels—email, chat, SMS, and social—into a single, easy-to-follow conversation timeline. This allows our agents to deliver faster, more personalized support without switching between platforms or losing context. As a result, we've seen a noticeable improvement in response times, team efficiency, and customer satisfaction scores. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite JD Jackie D. Customer Service Representative Mid-Market (51-1000 emp.) 4/21/2025 "Ease of Use" 4.5/5 What do you like best about Gladly? The platform is very user-friendly and intuitive. The timeline feature allows me to easily view the history, which helps in delivering quick, personalized, and seamless support. Adding notations is also straightforward and hassle-free. Review collected by and hosted on G2.com. What do you dislike about Gladly? Nothing in particular; I just hope that duplicate accounts can be more manageable. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Managing and documenting e-commerce accounts is pain but with Gladly it made work much easier. Review collected by and hosted on G2.com. Show More 10/23/2025 Current UserValidated ReviewerIncentivizedSource: Seller invite ![Lauren T.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Lauren T.") LT Lauren T. Customer Support Specialist Mid-Market (51-1000 emp.) 6/26/2025 "Amazing Tool" 5/5 What do you like best about Gladly? Gladly is so organized, and intuitive. TI use mine integrated with Guru, where the AI feature that only uses information based off the information provided to it- so you know there are no external sources or misinformation. Guru is beautifully organized, multiple different ways of doing different things. I love the look, the feel, and the versatile functions. Review collected by and hosted on G2.com. What do you dislike about Gladly? Im not a huge fan when it times me out while working on a different screen, but thats also super useful for attendance/activity record keeping! Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Gladly allows for multiple integrations with other tools, making a seamless, full circle experience. There are AI tools to help respond to general and vague inquiries, which saves time and keeps agents from getting overwhelmed! Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Sumit P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sumit P.") SP Sumit P. Back Office Analyst Enterprise (\> 1000 emp.) 3/20/2023 "Still a great experience – easy to use and efficient!" 5/5 What do you like best about Gladly? Gladly makes it very easy to handle emails, chats, and calls in one place. The Answer Guide feature saves a lot of time – you don’t need to search for product information again and again. It really helps to reply quickly and accurately to customers. Review collected by and hosted on G2.com. What do you dislike about Gladly? So far, I haven’t found anything to dislike. It works well and meets my needs. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Gladly helps manage customer communication in one place. Instead of switching between different tools for emails, chats, or calls, everything is handled in a single platform. This saves time and makes it easier to respond to customers quickly. Review collected by and hosted on G2.com. Show More 8/5/2025 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Angela T.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Angela T.") AT Angela T. customer service agent Enterprise (\> 1000 emp.) 11/14/2023 "Usefull, friendly and easy tool. " 5/5 What do you like best about Gladly? It is my job's main tool, I use it along with another tool, but this is the one I use for the customer service part. It is really fast, and it does have shortcuts or pre created responses, I need to be even faster on my responses! Review collected by and hosted on G2.com. What do you dislike about Gladly? it can improve on the IA responses. sometimes it does have already a resolution for the clients but then it transfers the interaction back to an agent just for nothing. Also, I believe the IA responses or resolutions are super, but they are missing the final notes (we need to place them at the end of every interaction, so the rest of the people will know what we did or resolve) other than that, I am happy with this tool. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? It does gather all the client's information and put it together for you to contact them and resolve issues. It also has now the possible responses or resolutions for you to just click, copy and then paste it. Review collected by and hosted on G2.com. Show More 7/2/2025 Validated ReviewerIncentivizedSource: Seller invite ![Jeleene May M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeleene May M.") JM Jeleene May M. Small-Business (50 or fewer emp.) 3/17/2023 "Support that works for our team and our customers" 4.5/5 What do you like best about Gladly? What I like most about Gladly is how collaborative and easy-to-use the tools are for customer service. The platform simplifies our workflow—from creating automated responses that save time, to using detailed reports that help us monitor productivity and spot areas for improvement. One feature that’s been a huge help is the “Summarize Conversation” tool. It’s especially useful for long interactions with customers, giving us a quick, accurate recap without having to scroll through the entire thread. This has made handoffs between team members so much smoother. Overall, Gladly has made both our customer experience and internal processes more efficient and easy. Review collected by and hosted on G2.com. What do you dislike about Gladly? One area where Gladly could improve is the tagging system. While I understand that tags are organized by topics, it would be much more efficient if we had the option to add a new tag directly from the ticket view—just by typing it in. This would save time and make it easier to categorize conversations more accurately in real-time. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? I can't think of any time that Gladly went down without any early warning about system maintenance. Sometimes, when it doesn't load or if there's a problem sending emails, it will be easily solved by logging out or clearing your cached data. Review collected by and hosted on G2.com. Show More 4/17/2025 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller DG Dennis G. 2/2/2026 "Effortless Customer Insights with Gladly" 5/5 What do you like best about Gladly? I like how easy Gladly is to use and how everything is at one place. Review collected by and hosted on G2.com. What do you dislike about Gladly? It usually takes quite some-bit of bandwith Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Gladly gives me a clear, end-to-end view of my customers' interactions in one place, solving the issue of switching between various tickets. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic KH kaiya h. 12/9/2025 "Intuitive Support Tool with Minor Lag Issues" 5/5 What do you like best about Gladly? I like Gladly because it helps me respond with pre-written responses, making it easier to assist my customers. What I like most about Gladly is its simple and easy navigation. I also enjoy the ability to pause the recording on a call. The initial setup was very easy and self-explanatory. Review collected by and hosted on G2.com. What do you dislike about Gladly? Sometimes, the mute button lags. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Gladly helps me respond with pre-written responses, making it easier to assist my customers. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: Seller invite ![Zie C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Zie C.") ZC Zie C. Project Manager / Wellness Guide Mid-Market (51-1000 emp.) 7/23/2025 "Gladly has revolutionized our team's performance" 5/5 What do you like best about Gladly? I like that it is very intuitive and has a lot of features you can change to better suit your team's needs. A lot of AI tools to utilize as well. It was also very smooth when we moved to Gladly from our old system. Review collected by and hosted on G2.com. What do you dislike about Gladly? Your AI tool for writing can still be improved. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? It integrates with many apps really well so now all actions can be seen, measured and even reviewed. Our QA has greatly improved because of this. I also appreciate the ease of using tools for tasks, refunds, even claims submission integrated with a 3rd party provider. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Mitchell B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Mitchell B.") MB Mitchell B. CX Associate Mid-Market (51-1000 emp.) 7/16/2025 "Great for workflows with a strong emphasis on speed!" 4/5 What do you like best about Gladly? The lack of bugs, errors or glitches that affect your day to day. The customer support is easy to use real time as well as the amount of features in Gladly. It makes the work day easier as I use Gladly each work day. Review collected by and hosted on G2.com. What do you dislike about Gladly? Sometimes it can take time to find what you're looking for. It can be hard to navigate and could use a better option for color tones or personalization. The integration isn't the greatest between other softwares such as CRM. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? It's solving the workflow issues that I cannot help with real time by having the solutions or answers on hand. Review collected by and hosted on G2.com. 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