--- 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 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. ![Steely B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Steely B.") SB Steely B. Small-Business (50 or fewer emp.) 9/11/2023 "Gladly is simply THE best" 5/5 What do you like best about Gladly? We absolutely love the software we use for our CX tickets—it's truly amazing! We've never experienced any connection issues, and on the rare occasion that something comes up, the support team is quick to resolve it. What really stands out is their commitment to innovation—they’re always looking for ways to evolve and improve the platform. It’s clear they genuinely care about the customer experience, just like we do! Review collected by and hosted on G2.com. What do you dislike about Gladly? Gladly is GREAT! Wish we'd get a mobile app or it would work on an iPhone so I can check-in on my team on the go! Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Gladly allows our customers to reach us in a variety of ways. The "Answer" function allows us to be able to answer customers quickly and throughoutly. We are also able to have less back and forth with customers by being able to view their order history and conversation history in one place! Review collected by and hosted on G2.com. Show More 4/15/2025 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Dylan Jeff O.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Dylan Jeff O.") DO Dylan Jeff O. Customer Support Mid-Market (51-1000 emp.) 11/12/2025 "Super Easy to Use—A Breeze from Start to Finish" 5/5 What do you like best about Gladly? Super easy to use and everything is automatically provided once correct information is entered. Review collected by and hosted on G2.com. What do you dislike about Gladly? It is a little bit confusing to link and unlink sometimes but it is manageable. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Gladly is very hands on on customer support assistance and very accessible. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Jeremie Ann S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jeremie Ann S.") JS Jeremie Ann S. Customer Service Representative Mid-Market (51-1000 emp.) 11/15/2021 "Gladly as a User-friendly CSR Platform" 5/5 What do you like best about Gladly? Managing customer tickets is still straightforward. I love that we can write internal notes, tag teammates for specific tasks, and seamlessly assign tickets to the right team members. Plus, the ability to tag myself for breaks or when I’m away from the screen makes workflow management even smoother. Overall, Gladly has made handling customer interactions much more efficient! Review collected by and hosted on G2.com. What do you dislike about Gladly? If there’s one thing I find challenging about Gladly, it’s that when the inbox is full, there can sometimes be a lag in fully loading and displaying all tickets. This can slow down workflow slightly, especially when trying to navigate through multiple conversations efficiently. That said, overall, I still find Gladly to be a user-friendly and effective platform! Review collected by and hosted on G2.com. Recommendations to others considering Gladly: If you want user-friendly CRM software for your customer support employees, Gladly would be the way to go. Tickets are segregated accordingly to when they were received. And if you are part of the management team, you will also be able to keep track of your employees' productivity daily. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? We have the flexibility to temporarily disable one or two channels when necessary. This allows us to focus on resolving more complex issues efficiently, ensuring that customers with multiple concerns receive the attention they need. Review collected by and hosted on G2.com. Show More 4/3/2025 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Apparel & Fashion](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Apparel & Fashion") UA Verified User in Apparel & Fashion Small-Business (50 or fewer emp.) 3/19/2023 "Gladly Review - Updated 2025" 5/5 What do you like best about Gladly? When we switched from one platform to Gladly, I did not have a hard time adjusting to its features. It was convenient and helpful, and I'm glad the management partnered with Gladly. I use Gladly every day at work for customer support. When I learned to use the function to make the text more friendly, it always made me feel more confident to send emails to our customers and business partners. Review collected by and hosted on G2.com. What do you dislike about Gladly? The interface can be confusing at the beginning, but after a few modifications, we were able to maximize all its features. It also had an update and removed the indentation and quotation feature when writing an email. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Gladly is helping us solve issues with our customers by providing features such as well-organized canned responses, up-to-date replies, and detailed threads of conversations. Its AI also helps a lot when composing the emails. We can make it shorter, longer, more friendly, or more professional, depending on the need. Review collected by and hosted on G2.com. Show More 4/3/2025 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Samuel B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Samuel B.") SB Samuel B. Customer Engagement Specialist Small-Business (50 or fewer emp.) 7/31/2025 "A very efficient customer service tool." 5/5 What do you like best about Gladly? The interface is very user-friendly, and the integration of complementary tools makes its use more personalized for the company's activities. Review collected by and hosted on G2.com. What do you dislike about Gladly? Lack of customization. As a person with autism with light sensitivity, it would be great if the platform had a dark mode. The wide white interface hurts the eyes. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Lack of integration of AI tools to perform more detailed market analysis and consumer needs. That was the reason why the organization I work for recently stopped using Gladly. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: OrganicAI Translated ![Sagar V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sagar V.") SV Sagar V. Helps to clients who is using our product and services Consumer Services Small-Business (50 or fewer emp.) 3/16/2023 "It's one and only place to control the communication in easy way" 5/5 What do you like best about Gladly? Earlier Gladly has some issue during two conversation at same time, while moving from one chat to another one it mixed the chats of both customers but later it was fixed by devlopement team and now it's running smoothly. Review collected by and hosted on G2.com. What do you dislike about Gladly? For more convenient they can make another way to search any topic in short way or by using a shortcut key Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? As an employee of a customer service call center, I have experimented with various features such as sorting, templates, shortcuts, and diverse data collection options. Despite the extensive auto-completion feature, what I appreciate most about the software is how effortless it is for me to navigate and utilize. Review collected by and hosted on G2.com. Show More 6/26/2025 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller DF Deborah F. Sr Customer Experience Manager Mid-Market (51-1000 emp.) 4/1/2025 "Game Changer in Customer Experience" 5/5 What do you like best about Gladly? Gladly was a game changer for our contact center, helping us to achieve true omni channel.With their reporting we have been able to better track the customer journey and pain points, developing better strategic management and fixing customer issues. With the added addition of AI, which we launched a few months ago, we have been able to decrease our contact volume and better the customer's experience. Review collected by and hosted on G2.com. What do you dislike about Gladly? I have nothing to dislike about Gladly, they have been fabulous. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? We service all of US and Canada in outdoor education, therefore we are considered a technical company and not a traditional retailor or contact center. Gladly has helped us better define and see the customer journey for each each state/providence., where we can make improvemnets on the journey and ease customer frustration. They also allow for multi languages so that we can support french, spanish and english. Since switching to Gladly and improving our cusotmers pain poits we have decrease our contact volume and better pathed the custoer journey and experience. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite RP Ruth P. Advocates Mid-Market (51-1000 emp.) 5/14/2025 "CONVENIENCE OF GLADY" 5/5 What do you like best about Gladly? Gladly is very user-friendly and very convenient in helping advocates in providing quality customer support. This is an everyday use and helps you connect with the customer through email, chat or phone call. It's like a combination of two tools that you need, you can do a lot of things using Gladly. It will help you to accomplish all the today's tasks every day. It can also indicate your status like if you are working, on breaks or meetings or if you already out from work. Review collected by and hosted on G2.com. What do you dislike about Gladly? I haven't experienced some downside of Gladly so far. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? We use Gladly in providing assistance to the students who subscribed to our program and it really helps us in making them satisfied in providing answers that they need. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: Seller invite ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") UR Verified User in Retail Small-Business (50 or fewer emp.) 3/10/2025 "The product was better than I expected." 4.5/5 What do you like best about Gladly? With a 4-minute ACT, it allows us time to finish taking notes following live conversations, such as phone calls. However, data from incoming calls and chats can be easily traced back, particularly if the client has a history, and it appears that they were never erased. Review collected by and hosted on G2.com. What do you dislike about Gladly? When a customer contacts you through a chat channel and an assigned email is sent, it will be automatically assigned to you as well. However, there are instances when you will miss that chat because we are too busy answering emails to check for pop-up notifications and assume that no chat will arrive because we do not turn on the live channel for chat. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Our organization has a one-time exception policy in place, and if a certain customer has already obtained their one-time exception, Gladly can easily go back and review all of the discussion history using the subjects and conversation history. Review collected by and hosted on G2.com. Show More 6/9/2025 Current UserValidated ReviewerIncentivizedSource: Seller invite TR Tiyanna R. customer service representative Enterprise (\> 1000 emp.) 8/17/2025 "Easy to use and great feautures" 5/5 What do you like best about Gladly? How easy it is to use and it offerss great features. My favorite would probably be the liveboard as well as the translate option. It makes it better to work with customers and provide smooth customer support. Review collected by and hosted on G2.com. What do you dislike about Gladly? That I am not able to click anything else on the screen when a call comes up. and that there is no cool down time between chats. Review collected by and hosted on G2.com. What problems is Gladly solving and how is that benefiting you? Assist customers with problems they are facing and contact them directly Review collected by and hosted on G2.com. 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