I came to Gleap for its bug tracking capabilities and was surprised to find that it met all our requirements better than other platforms like Intercom, Fresh Desk, or Zendesk. Gleap offers all the features I need at a fraction of the price. I appreciate that the Gleap team even enhanced their email forwarding feature at our request. They are responsive, kind, and supportive, which makes growing with them a no-brainer. I also like how Gleap connects seamlessly to our Jira and how we used the Gleap MCP connector to easily transfer all of our help docs over from Notion. The initial setup of Gleap was very straightforward. Review collected by and hosted on G2.com.

We would be thrilled for SMS support to be added as a channel for our customers. Review collected by and hosted on G2.com.

Gleap is a tool I can no longer do without. I manage a lot of things with Gleap. It has become our central tool for the knowledge base of our software, intended for our clients. Thanks to artificial intelligence, it scans our already written articles and can respond to clients on its own.

It also serves us by connecting directly to our cloud time and attendance application. It allows clients to ask questions to support, to list bugs, to have a follow-up on our new features via the release notes, and to share the upcoming features in development. We can even survey clients to know what to develop next, which helps us prioritize what brings the most value to our clients. Review collected by and hosted on G2.com.

Gleap had some bugs nonetheless. With the help center, I unfortunately lost some articles that I had to start over from scratch. It happened to me twice, but they quickly fixed the situation. When you submit a bug to their team, it is corrected very quickly. Review collected by and hosted on G2.com.

Gleap really shines as an all-in-one product feedback and support platform. Its AI agent (Kai) is genuinely useful and can autonomously handle customer conversations, create tickets, and even trigger action, something that saves a lot of time day-to-day. Beyond that, features like built-in changelogs, feature request boards, surveys, and product tours make it much more than just a chat tool. It feels designed for modern SaaS teams that want to centralize support, feedback, and user engagement in one place. Review collected by and hosted on G2.com.

Gleap still has some rough edges. Performance can feel slower compared to competitors like Crisp, especially on initial load or weaker networks. Some UX flows, like translations or visitor tracking, require extra steps and aren’t as smooth or real-time as they could be. While the feature set is powerful, it can sometimes feel slightly unpolished, which likely comes from being a newer product that’s still evolving. Review collected by and hosted on G2.com.

What we like best about Gleap is that it delivers a modern, well-rounded support platform without the bloated pricing model that so many competitors push. The simple pricing structure is a major advantage, and the fact that there are no per-user fees is a huge win for a growing business. That makes it much easier to scale support operations without feeling like every additional team member becomes another cost penalty. Beyond pricing, the platform is clean, easy to use, and gives us a strong mix of live chat, self-service, automation, help desk functionality, and bug tracking in one place. Overall, it feels like a very practical platform for companies that want strong support tools without enterprise nonsense. Review collected by and hosted on G2.com.

The main downside for us is that it does not fully integrate with every tool in our tech stack as deeply as we would ideally like. That said, this has been more of a minor inconvenience than a serious issue. The platform still delivers a lot of value, and the overall experience, pricing, and feature set more than make up for that limitation. Review collected by and hosted on G2.com.

I like that Gleap is an all-in-one platform, with everything connected like the help desk, road map, ticketing system, and email sending, making it really comfortable. I appreciate that when I have a help desk article, it's automatically recommended to people who are asking. I like that Gleap integrates well with my system, allowing me to send out messages based on user activity and timing. I also like that the road map offers an easy way for people to request and upvote features. Review collected by and hosted on G2.com.

I wish they had better support coverage. Review collected by and hosted on G2.com.

I use Gleap for my digital agency, and it really helps us manage support tickets, track change requests, and send support-related information across our product suite. I love that we're able to integrate multiple platforms so support requests come through one dedicated dashboard instead of many different tools. The ease of use for customers is great; I can embed the widget into all our platforms, ensuring consistency for our customers no matter which platform they're using. The integrated help center and AI suggestions from customer questions help us keep on top of the self-help features and consistently improve our end-user experience. Additionally, if we don't have a help article that matches a customer's search, it keeps a record, enabling us to update the suggested response and build a knowledge article later, which ensures self-service in the future. Also, the initial setup of Gleap for our team was very easy, which is a big plus. Review collected by and hosted on G2.com.

The one thing we're missing at the moment is a platform where our customers can log in to see their tickets raised. Review collected by and hosted on G2.com.

Gleap is really easy to use, intuitive, and reliable. We love how simple it is to manage customer support and feedback, and the new iOS app is a great addition. Keep up the great work! Review collected by and hosted on G2.com.

Nothing, i really love everything in Gleap! Review collected by and hosted on G2.com.

I use Gleap for the Chat, AI, and Help Center, and I love the AI Help Center integration as it streamlines responses and provides needed help for customers, lowering the workload on our human staff. I appreciate their features, clear functionality, and targeted use cases. What really stands out for me is the amazing support and responsiveness you get with Gleap. It's a platform I can simply trust and believe in. Review collected by and hosted on G2.com.

Some features are lacking transparency so we don't actually understand clearly if something works. The initial setup is not really clearly communicated in a use-case model, like you need to piece information from various sources to build a working system. Review collected by and hosted on G2.com.

I like that Gleap allows us to interact directly with our customers. It helps us have a fast turnaround time to fix bugs and write feature requests. I appreciate being able to see when a customer is typing, and how multiple people from our team can address bugs together. I also like that we can speak internally, as it allows us to talk about a bug in real-time without the client knowing. Review collected by and hosted on G2.com.

I do have some trouble with the workflows and figuring out their triggers and conditions. I wonder if there was a way to make the workflow tool more intuitive or suggest next steps. Review collected by and hosted on G2.com.

I like that Gleap centralizes customer communication and operational workflows into one platform. It's great for improving collaboration between CS teams and reducing manual assignment work through automation. The clean and modern UI makes it easier for our CS team to adapt and handle conversations efficiently. Automation and routing features are easy to set up compared to larger platforms. I really value the collaboration features like internal notes, mentions, and shared conversation history, which are vital for handling ongoing cases with multiple agents. Another aspect I appreciate is the responsiveness and openness of the Gleap team during our migration process. They were quick to investigate issues, discuss workflows with us, and take product feedback seriously. This responsiveness was evident when the team quickly fixed a critical numeric search issue. I feel confident that the platform is evolving and improving. Review collected by and hosted on G2.com.

The biggest areas that could still be improved for us are real-time synchronization, workflow flexibility, and performance in longer conversations. For example, sometimes assignment updates require a manual refresh before appearing, and very long customer conversations can start feeling heavy when scrolling or loading history. We also feel there's still room to improve advanced routing and SLA-style queue management for larger customer support operations. Another area is Workflow UX, things like workflow preview/simulation and allowing free-text input alongside automation options would make the experience much more flexible and natural for both agent and customer. Review collected by and hosted on G2.com.