I really appreciate the design of Gleap and the fact that they add new features very frequently. The help center is well thought out and the widget is very comprehensive. The feedback features and the roadmap are excellent, and I use them daily to gather information from my clients. The roadmap allows our clients to propose developments or features they would like to see, which has proven very useful after a year of use. Additionally, the initial installation process was very simple, and we were able to transfer our help center from Help Scout to Gleap very easily, which saved us a lot of time. Moreover, the customization of the widget and features is very comprehensive with Gleap, allowing for the addition of extra modules for a personalized experience. Review collected by and hosted on G2.com.

Sometimes, there are some bugs when switching from one conversation to another, and the information in the detail panel remains stuck on the old client. We must refresh the session to get the correct information. Review collected by and hosted on G2.com.

Gleap integrates seamlessly into our product and provides a very clean user experience for both end users and internal teams. The in-app feedback and bug reporting system is intuitive and efficient. The ability to attach contextual information, screenshots, and technical metadata saves a lot of time during debugging. It improves communication between product, support, and engineering in a structured way. The help center integration inside tickets is also a strong advantage. Review collected by and hosted on G2.com.

Some advanced customization options could be more flexible, especially regarding UI styling and deeper workflow automation. In larger projects, ticket organization and filtering can sometimes feel limited compared to fully dedicated project management tools. More advanced reporting and analytics features would also be appreciated for strategic decision-making. Review collected by and hosted on G2.com.

I like Gleap for its ease of use and simple pricing. It's very feature-rich, including a support chat widget, email support, roadmaps, bug tracking, feature-request tracking, knowledge base, and AI integration. I also appreciate that it's an Austrian company and EU based. As we're quite good with technical stuff, we got everything up and running in just a matter of hours with seamless integration into our apps. I'd rate it a 10, or even 15, because I'm that likely to recommend Gleap to a friend or colleague. Review collected by and hosted on G2.com.

The price step to unlock the outbound features is quite high in my opinion. Review collected by and hosted on G2.com.

I really like the simple and intuitive UI of Gleap. It’s much better than what we’ve used in the past, like HubSpot or Pipedrive. I also appreciate how we can manage workflows easily, like leaving comments or notes for internal or external use. These features make the communication process more streamlined for our team. Review collected by and hosted on G2.com.

- Replies on emails could be improved, specifically how they look to the users when sent - the way inbound emails are assigned to existing tickets can be improved. Often inbound emails are assigned to the wrong ticket and there is no way to disentangle/separate them ie use an inbound message to create a new ticket, and move it off the other ticket - the way merging of tickets happens. We don't understand the difference between linking tickets (which is cool). I would expect that when I merge tickets that the whole chat & activity history to appear in the same ticket for context, and for the merged ticket to disappear - The screen recording experience is minor but could be enhanced because it currently records the full screen instead of just the tab, even when it shows that only the tab is framed - Notification/alerts mgmt - Ideally they would be resolved when I act on them without clicking on them eg if I see a message from a ticket, the notification that I have an unread message should automatically disappear. I understand that right now they are alerts that need to be read, not a to-do list that flags unresolved actions. Review collected by and hosted on G2.com.

Good customer support, and the features provide real functionality without feeling cluttered or overwhelming. Review collected by and hosted on G2.com.

The API integrations don’t have enough documentation, especially for things like searching for tickets and retrieving their details. Review collected by and hosted on G2.com.

I really like Gleap's very powerful interface. It's simple to use, intuitive, and straightforward, making it easy to find things. The interface provides lots of context when we get inquiries, with screenshots and recordings, which is really good. I also appreciate the helpful AI bots. As a small team, Gleap allows us to do more and takes pressure off us. With customers overseas and us being based in Australia, the AI bots help with time zones by answering questions straight away, so customers don't have to wait. Additionally, Gleap offers more features, especially the AI automation, which is a great way for us as a small team to scale our efforts and do more. Review collected by and hosted on G2.com.

I had a few little struggles just understanding how some of the automations worked, especially when routing an inquiry to a human. It was just a little tricky. Review collected by and hosted on G2.com.

I use Gleap for all client communication at work, and I really appreciate its fast responses and automated resolution solving. It's very simple to use, and the AI deflects a lot of issues effectively. It's especially good at understanding information from the knowledge base, which means it can answer questions before they even reach the support team. Review collected by and hosted on G2.com.

I find Gleap's email functionality lacking, especially with forwarding emails. Currently, I can't simply forward an email; I need to create a new ticket instead. Also, getting the hang of Gleap was difficult because it's not like standard CRMs, which is also a problem with the email functionalities. Review collected by and hosted on G2.com.

I really like the responsiveness of Gleap's support team. I have been in contact with people like Lucas and Florion, and they have always been very attentive. Review collected by and hosted on G2.com.

The translation, the visibility of the KPIs, and the fact that many times I want to change sending a response to the client via chat to email so that it is more formal. Because the client can always say they didn't receive it, so I would like it to be clearer that they send us a demo or a tutorial on how. Review collected by and hosted on G2.com.

I like that Gleap is innovative and very smart with how it connects directly to our code base. It's impressive to see how it knows our product well without us having to manually type everything. The setup was easy and it's going well for us, even as a startup where our product is changing quickly. It's also a good intuitive app and integrates well with our portal built with WeWeb and Xano. Review collected by and hosted on G2.com.

I am having a bit of trouble with coding a custom widget but I should be able to work it out Review collected by and hosted on G2.com.

I think just the overall ease of use, ease of setup, and the customizability of Gleap are what stand out to me. It was really easy to integrate with our applications, which made it simple to set up and start using right away. The customizability also means we can give our customers the best experience possible. Review collected by and hosted on G2.com.

I think some of the workflow can be convoluted and not obvious to begin with. You have to do a bit of digging or use their support AI to help you do a couple of bits. Review collected by and hosted on G2.com.