G2

Samuel H.

Co-Founder & CTO

Small-Business (50 or fewer emp.)

10/29/2026

"Gleap Makes Support Tickets Actionable with Built-In Technical Context"

5/5

What do you like best about Gleap?

We’ve been using Gleap for almost two years as our support tool for our SaaS (web back office + mobile apps). What I like most is that each ticket arrives with the technical context already attached: console logs, network requests, and the user’s click trail. For example, a client recently told us she couldn’t find any bookings in a list, and the network log on her ticket immediately showed the API was returning a 403. That made it clear it was a permissions bug rather than user error, and it saved us the usual back-and-forth asking for screenshots.

We also rely on the custom ticket types and fields (priority, resolution time, component) for triage, use the help center for our docs, and take advantage of the MCP/API. That integration lets us investigate issues and draft replies with an AI agent directly from the ticket. Review collected by and hosted on G2.com.

What do you dislike about Gleap?

The Datadog integration doesn't work out of the box for accounts on Datadog's EU site. The standard setup has no way to choose the region, so we couldn't connect our EU account directly. Gleap's support was helpful and we managed to get a custom setup working with them, but it took a support conversation for something that should be a simple dropdown. A region selector in the Datadog integration (and generally for EU-hosted tools) would make a big difference for European teams. Review collected by and hosted on G2.com.

What problems is Gleap solving and how is that benefiting you?

We're a small agency running several SaaS products for hospitality clients (back offices, member apps, booking tools), with a small team handling both development and support. Before Gleap, requests came in through email, WhatsApp and calls, and a lot of time went into figuring out what the user actually did before we could even start debugging.

Now every request lands in one place, whether it comes from the in-app widget or our support email, and arrives with the logs, network calls and click trail attached. Triage is faster, we can tell much sooner whether it's a bug, a configuration issue or a usage question, and developers get tickets they can act on directly. The help center also absorbs part of the recurring "how do I..." questions, and the API/MCP lets us plug AI agents into the workflow to investigate tickets and prepare replies. Review collected by and hosted on G2.com.