Gladly completely changed how our team handles messages. Instead of using confusing ticket numbers, it puts every email, text, and chat into one single, easy-to-read thread. The AI automatically answers the basic, repetitive questions for us. I really love that we can see a customer's whole chat history instantly right on one screen. Review collected by and hosted on G2.com.

I like things to run perfectly, so setting up the initial routing rules took some extra time and testing. But mapping it all out actually helped us organize our daily workflows better, which was a nice bonus in the end. Review collected by and hosted on G2.com.

As a Machine Learning Consultant, I have come across many organizations that face challenges due to "Ticket" based systems with data in silos. The best part I like about them is their “People-centered” model. You do not have a ticket number; you just have a lifetime conversation thread about that customer. This is very much helpful from a data perspective because the context window of the AI is always clear. The Gladly Sidekick (AI) is extremely powerful. This is not a simple chatbot, it employs the power of Generative AI and RAG (Retrieval-Augmented Generation) to read our "Guides" and provide very human-like responses. You have a great ML logic for your feature where "People Match"—it routes the customer to only the best agent based on their query and loyalty status, not just who’s free. The integration with Shopify and other backends is also great, plus the AI can actually handle tasks like refund processing or package tracking rather than only "deflect" the user. Review collected by and hosted on G2.com.

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 advanced branching, the UI feels somewhat limited relative to a full-fledged flow builder. Finally, while the reporting dashboard provides basic KPIs, if I am looking for deep machine level analysis or sentiment trend mapping, I tend to export out via REST API and consume in my Python notebooks. The session timeout also needs to be a little less aggressive; it occasionally logs the agents out before they finish their long, most of the time even on mid case. Review collected by and hosted on G2.com.

One of the most favorable aspects has been its exceptional ease of use. The system’s intuitive layout allows our agents to navigate customer interactions quickly and confidently, reducing friction and improving productivity. The conversation-based structure—rather than a traditional ticketing model—has been a standout advantage. This approach provides a more natural, customer‑centric workflow, enabling our team to follow interactions seamlessly across channels and maintain full context in a single thread. As a result, we’re able to deliver faster, more personalized support while ensuring nothing gets lost in transition. Review collected by and hosted on G2.com.

The reporting structure feels too segmented, requiring users to pull information from multiple areas rather than having access to a holistic, consolidated data view. Because most organizations in our industry rely on the same core metrics, having a pre‑built, unified dashboard that brings collective information together would be extremely valuable. A centralized reporting experience would reduce manual work, improve efficiency, and provide a clearer picture for decision‑making. Review collected by and hosted on G2.com.

The customer-first approach to customers offered by Gladly is indeed spectacular; regardless of the channel, all interactions are linked to one customer profile. The unified timeline feature which enables agents to view a full history of chat, email and voice in real time is my favorite. Review collected by and hosted on G2.com.

The features of reporting, although handy, are at times less powerful than specific analytical tools when it comes to granular deep-dives. We have also observed that sometimes, the technical effort in integrating additional communication channels is more than expected, which affects roll-out times. Review collected by and hosted on G2.com.

I love using Gladly because it is incredibly user-friendly. The system's interface is super clean, making it seamless to navigate and use. The knowledge base is also well-organized, allowing me to find the necessary information with just a few simple keyword searches. This ease of access is especially useful when I am dealing with order-related questions, returns, exchanges, and other customer service tasks in our online retail operations. Additionally, the integration with our order management system, the CSAdmin tool, is seamless, helping connect customer accounts and streamlining our operations. Overall, the entire setup process was smooth and straightforward, from configuring my tags to setting up my profile, enhancing the user experience significantly. I appreciate how effortlessly everything is organized in one place, saving time and reducing the need to navigate through multiple systems. Review collected by and hosted on G2.com.

Sometimes I run across issues with connecting customer accounts or merging accounts, but I think that's more of a user error than the system itself in the design. Review collected by and hosted on G2.com.

I use Gladly to interact with our customers through multiple channels and I really appreciate its AI features that help craft excellent replies. The low bar of entry and the ease of working with others inside the app make it very user-friendly. I also find it great that I can manage multiple conversations seamlessly, which is a lifesaver, especially since I often have up to 7 contacts, including live contacts, at any given time. The sidebar is incredibly useful, keeping the most relevant conversation at the top of the queue, and allowing me to manage my time effectively. Review collected by and hosted on G2.com.

I think the switching of AUX states could be improved. If you are in one AUX state, such as 'Lunch', it should allow you to switch AUX states without going back to 'Available'. Review collected by and hosted on G2.com.

I really appreciate the implementation team at Gladly. They were fantastic in guiding us through the setup process and ensuring we knew what was necessary, which made the transition smooth. Over the years, I’ve come to love Gladly’s capability to handle a diverse range of customer interactions through voice, email, chat, and SMS, seamlessly managing all our volumes. The different flows and abilities offered by Gladly are impressive and a significant reason for my continued renewal of their services. I particularly enjoy the inboxes and routing features, which allow us to create a robust workflow straight out of the box. Gladly also stands out for staying on the cutting edge of technology, continuously innovating, which gives me confidence in their longevity. Given their path of progress and dedication to innovation, I am very satisfied with our choice to switch from Zendesk to Gladly. Review collected by and hosted on G2.com.

I have a concern about Gladly's pricing, which I feel could be addressed. Review collected by and hosted on G2.com.

User friendly , love the feature but reporting area needs improvement Review collected by and hosted on G2.com.

The reporting and there is no option to increase speed when listening to calls when auditing Review collected by and hosted on G2.com.

What I appreciated most about Gladly was how easy it was to use. The interface felt sleek and elegant, and I found it simple to navigate and locate everything I needed. We were able to integrate all of our applications easily and implement new ones that were needed with only a few clicks. We used this platform daily as our help desk. They really did make it east to provide customer support to all of our retail customers. Review collected by and hosted on G2.com.

I was disappointed that we didn't have an account manager and that the platform lacked a built-in CSAT solution. Additionally, I found it frustrating that some important metrics were difficult to locate and had to be calculated manually, which was quite a hassle. Review collected by and hosted on G2.com.

i like convenience with photos, emails all kept in one place Review collected by and hosted on G2.com.

would probably include spell check and ease of reassigning tasks to team members Review collected by and hosted on G2.com.