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.

We really appreciated the strong product feedback loop. We saw a much faster transition from user signals to product action, about 80%, which meant we spent far less time than before responding and helping customers.

We also liked how AI was implemented to handle simple user questions, which resulted in an 83% deflection rate last month. Review collected by and hosted on G2.com.

The workflows with Jira still feel a bit clunky, and it took us some time to implement them properly. When it comes to documentation, we also wish there were more functionality, especially around versioning, security and formatting. Review collected by and hosted on G2.com.

I like Gleap for its simplicity for the customer and flexibility for us, as we can customize it as much as we want. The integration directly into the plugin makes it easy to support the WordPress plugin MapSVG without needing a separate help desk, and having the same chat history on the website is great. I appreciate the fast response from the fantastic team who fix issues on the same day. Customers find it easy to report bugs right from the wp-admin area via chat, and there’s also an AI bot available to help them 24/7. The integrations and custom workflows are valuable, and we've set up a custom integration with Gleap, Slack, Git, and Linear. Review collected by and hosted on G2.com.

nothing Review collected by and hosted on G2.com.

I find Gleap quite easy to use, and I appreciate that the AI features are well-integrated. I also like how responsive the team is; they fix issues and bugs quickly. The screenshotting and video recording features are extensively used for bug reports. The AI summaries and translations help a lot since most of our users are German, while our development team works primarily in English. I found the setup to be quite easy, especially setting up the widgets, and the learning curve was quite quick. Review collected by and hosted on G2.com.

I would like a feature where you can onboard users from the front end, like external users, and tie them to the Gleap users. It's not currently possible to log in to Gleap itself as a user of the app part of things. Review collected by and hosted on G2.com.

I use Gleap as a knowledge base hub for our clients, allowing them to learn more about our ERP solution, Sapera. Gleap is incredible because it solved all our frustrations from using Betterdocs. I'm really impressed by the amazing and easy-to-navigate UI/UX, which makes the system simple for newcomers to learn quickly. Having a designated firm support agent is fantastic; they do an amazing job and make Gleap feel more like a partner than just a supplier. I also really value that Gleap is European, which was extremely important for us when choosing a new solution. The initial setup was very easy, which made transitioning even smoother. Review collected by and hosted on G2.com.

We would severely like there to be an internal knowledge hub as well, only visible for our support team, not visible by clients. All of their integrations are to American companies, which is very specifically what we're trying to avoid. Review collected by and hosted on G2.com.

I find Gleap valuable for my company because the integration with our site backend was easy to set up and maintain. I also appreciate their excellent data collection during bug reporting. It's great that we can send user metadata as well as debugging information when there is a detected error, which greatly speeds up our ability to diagnose and fix reported problems. Additionally, I love that it's the only product which offered crash detection as well as user support/feedback UI. Review collected by and hosted on G2.com.

Mass editing or assignment of tickets is either impossible or very difficult. There is no way to multi-select issues and set their status all at once. Additionally, it can be hard to navigate the issue boards when there are more than a page full of issues. Review collected by and hosted on G2.com.

I use Gleap to provide support for our customers, and it helps us quickly resolve support requests, which reduces my workload thanks to the AI chatbot. The biggest benefit is the super easy integration with web and mobile apps, especially with Flutter. The interface is simple, very intuitive, and flexible, which helps me learn it very quickly. The Gleap team provides exceptional support, responding very quickly and often implementing requested changes or features in 30-60 minutes. I like the AI bot, which integrates with our help center, API, and code base, and their support team is the best. The pricing is much better than competitors, offering a much larger set of features. The setup was super easy, taking just a few minutes. Review collected by and hosted on G2.com.

AI features are very powerful but sometimes it is not very clear how to set up it in the most efficient way possible. Would be good to provide better documentation and multiple real life examples. Review collected by and hosted on G2.com.

A centralized support system with multiple channels that customers can use to reach out. Review collected by and hosted on G2.com.

At the moment, the in-app reporting capabilities feel limited. Review collected by and hosted on G2.com.

The ease of use. The interface is very organized and easy to pickup. Gleap offers a myriad of functions and is overall very complete. The way Gleap organizes the tickets makes managing the operation straightfoward and clean.

The possibility of having unlimited users helps to keep everyone on the same page. Review collected by and hosted on G2.com.

The lack of some critical functions offered by rivals:

- the amount of filters in the Reports page.

- the possibility to check who's online and how many hours the agent worked for real.

- the possibility of managing our clients by Organisation level instead of by contact, which makes it very hard to configure and set rules Review collected by and hosted on G2.com.