Gladly Review: Is It The Right Help Desk Software For Your Team?
Best for SMB teams · Mid-market · Enterprise
GDPR
SOC 2Starts from $150 / User / Month
Porsche
Crate and Barrel
Ralph Lauren
Warby Parker
SamsoniteTrusted by teams including Porsche
Overview
Pricing
Features
Buyer feedback
Alternatives
Customers
Media
Security & Compliance
Support
FAQ
Blogs
Spotsaas Analysis for Gladly
Gladly is a help desk software solution used by Customer Support Managers and IT Support Specialists in companies ranging from 50 to over 500 employees. With a 4.68/5 rating from 39 user reviews, it is broadly validated, indicating strong user satisfaction across its customer base.
Gladly's user-friendly interface and appointment scheduling capabilities are highly praised, making it easier for support teams to manage customer interactions efficiently. The centralized customer records feature enhances service delivery by providing a comprehensive view of customer interactions. However, potential buyers should be aware of its limited customization options, which may not meet all specific business needs.
Quick facts about Gladly
What is Gladly?
Gladly is a help desk and customer support platform that enables modern service organizations to offer exceptional customer service. It gives them the tools to automate and improve incident response and also helps them take care of their customers and businesses more efficiently. It helps team schedule appointments, keep track of customer records, resolve support tickets, and respond to emails all in one place.
Pricing
Starts from $150 / User / Month
Best For
Suited for solo users, small teams, SMBs, and enterprise
Security & Compliance
SOC 2GDPRSSO & MFA supported
Data residency:Global
Gladly Software Demo
Gladly was reviewed internally using user feedback, in-house testing, and market research to assess its performance, reliability, and user experience. Learn how we review products and our evaluation process.
Who should consider Gladly
- Use cases
- Retail and E-commerce, Technology and SaaS, Telecommunications
- Team types
- Customer Support Managers, IT Support Specialists
- Company size
- 50-500 employees, 500+ employees
- Workflow style
- Flexible and configurable
- Setup complexity
- Medium
Why teams choose Gladly
Unified customer profiles providing comprehensive context for personalized service
Omnichannel communication across email, chat, phone, and social media
Robust task management and collaboration tools for efficient issue resolution
Is Gladly right for you?
Best for mid-to-large teams needing unified, omnichannel customer support.
Choose Gladly if
- You require a single platform consolidating all customer interactions for personalized service.
- Your support team handles multiple channels including email, chat, phone, and social media.
- You need robust task management and collaboration tools to streamline issue resolution.
Consider alternatives if
- You are a very small business with minimal support needs and simple workflows.
- You need transparent, publicly available pricing to fit strict budget constraints.
What buyers should know before shortlisting Gladly
Gladly offers a modern approach to customer support, focusing on creating seamless interactions between service teams and customers. Its centralized platform simplifies ticket management and enhances overall service efficiency.
Gladly pros and cons
- Gladly pros
Unified customer profiles providing comprehensive context for personalized service
Omnichannel communication across email, chat, phone, and social media
Robust task management and collaboration tools for efficient issue resolution
- Gladly cons
Pricing details are not publicly available, requiring direct sales contact
Potentially higher complexity in setup due to extensive features
Ready to try it?
Get started with Gladly
Connect with the team for a personalised demo.
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See how it stacks up
Compare Gladly side-by-side with top Help Desk Software alternatives.
What is the pricing of Gladly?
Gladly Pricing Plans
Hero
$150
/User/Month
Communicate on all channels, out-of-the-box including voice, email, chat, and social
Natively built-in voice and IVR
All the details about a customer is available in a single view
Match customers with the best service hero with People Match
See a customer's entire conversation history, no matter what channel they come from, in a single view
Show more +
Super Hero
$180
/User/Month
Includes features of Hero plan, plus
Custom reporting with Insight Builder to simplify creating reports and dashboards
99.9% uptime to keep the business running
Increased API capacity to make it easy to work with all applications and data
Premium 24x7 Support
Gladly reviews and ratings
Buyer sentiment
Users generally express high satisfaction with Gladly’s comprehensive customer profiles and omnichannel capabilities, praising its ability to streamline support workflows.
What buyers like
- Unified customer profiles
- Omnichannel communication
- Collaboration and task management
Common complaints
- Pricing transparency
- Setup complexity
Are you using Gladly?
What users are saying
SL
Sandy L
02/20/24
"Gladly is user friendly."
What do you like best about Gladly? The main reason why I like gladly compare to other platform is that it's easy to you use, updated or always in the ...
Read more
SL
Sandy L
02/20/24
"Gladly is user friendly."
What do you like best about Gladly? The main reason why I like gladly compare to other platform is that it's easy to you use, updated or always in the ...
Read more
CD
Crystal D
01/29/24
"Makes work fast and efficient"
What do you like best about Gladly? Gladly makes the life of a customer service representative easy. A customer's interaction is placed on one ...
Read more
CD
Crystal D
01/29/24
"Makes work fast and efficient"
What do you like best about Gladly? Gladly makes the life of a customer service representative easy. A customer's interaction is placed on one ...
Read more
AU
Anonymous User
01/10/24
"Easy to use"
What do you like best about Gladly? I havent had any issue using it, and it does not require much time for understanding how to use it. I use it ...
Read more
AU
Anonymous User
01/10/24
"Easy to use"
What do you like best about Gladly? I havent had any issue using it, and it does not require much time for understanding how to use it. I use it ...
Read more
- See if Gladly fits your business
- Real pricing — no sales pressure
- A demo or quick answers, your call
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What are the features of Gladly?
AI text generation is a feature of AI writing assistants that automates content creation using natural language processing and machine learn…
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The access control structure is a crucial characteristic that distinguishes a digital asset management system from other storage systems. Yo…
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Using escalation alerts, users can create notification rules for primary and custom entities. A few requirements may be included in escalati…
Artificial Intelligence (AI) refers to the simulation of human intelligence by machines, enabling them to perform tasks that typically requi…
In Incident, you may automate your work flow process for new requests by using automatic routing. It instructs the system on when and where…
The process of listening in on employee calls to improve communication and customer service is known as call monitoring. It's most typically…
Call recording is a software feature that records phone conversations and stores them for future reference. This feature is commonly used in…
Your customers and agents can meet in the forum and help each other solve problems. Every forum post is converted to a ticket. Your customer…
A service level agreement (SLA) is a written contract between a service provider and a client that specifies the services to be provided and…
To improve attraction, brands are turning to individualized branding tactics. Brands are putting more power in the hands of consumers than e…
A real-time email marketing dashboard displays metrics. This allows individuals to track the effectiveness of an email marketing initiatives…
Storing a document, usually, a digital document, in a document management system is known as document storage (DMS). We now employ electroni…
IVR stands for interactive voice response. It is a technology that allows humans to communicate with a computer-controlled phone system by u…
The service desk, which is the single point of contact for all users dealing with IT, is usually tightly associated with incident management…
Integrations management is a crucial feature of any software that allows for streamlined communication between different applications or sys…
A knowledge base is a centralized documentation repository that includes frequently asked questions, how-to guides, and troubleshooting inst…
The process of resolving known issues in a project is known issue management. Employee or vendor problems, technology failures, and supply s…
Live chat is a tool that allows employees to communicate with website users or with one another in real-time. It might be text, voice, or vi…
You can resolve cases or support issues faster and more efficiently with answer templates. Answer templates (previously known as templated s…
Mobile User Monitoring is a feature that allows users to track the activities and behavior of their mobile users in real-time. This feature…
Multi-Channel Customer Service encompasses a variety of platforms such as phone, email, live chat, social media, and self-service channels s…
Natural Language Processing (NLP) is a software feature that enables computers to understand, interpret, and manipulate human language. It i…
Omnichannel customer engagement refers to a comprehensive approach towards managing customer interactions across multiple channels or touchp…
Reporting provides complete visibility of the project and a clear grasp of what has to be done to the on-site personnel. The reporting proce…
Role Management is a key feature that allows users to control and manage individual roles and their permissions within a software or applica…
Route to human refers to the feature in AI-powered customer service systems that seamlessly transfers complex or sensitive queries from the…
SLA (Service Level Agreement) Monitoring is a software feature that is designed to help organizations keep track of their compliance with se…
Searchable articles are digital resources made accessible through AI systems, enabling users to find relevant information quickly. These can…
A self-service portal is a website or app that enables workers (or external clients for externally visible support providers) to help themse…
Social media integration is a marketing method that allows you to augment your current branding and marketing efforts using social media pla…
A chat survey is a method of gathering customer feedback to access their overall experience across channels such as the website, mobile apps…
Ticket management is a means of dealing with issues and requests. Tickets are simple data entities used to track everything that needs to be…
User Management is a crucial feature in software which aims to efficiently manage the users accessing the system. This feature enables the a…
Voice operation is a cutting-edge software feature that allows users to control and command their computer or mobile device through voice co…
Voice recognition is a technology powered by AI that processes spoken words and converts them into text or commands. It enables devices to u…
Workflow automation is a key feature in software that streamlines and automates repetitive tasks and processes, improving efficiency, accura…
Gladly security and data handling
Key compliance certifications and security features for IT and security teams evaluating Gladly.
Certifications
Security features
Developer & data
Alternatives to Gladly
Why buyers keep looking beyond Gladly
Gladly's focus on continuous conversations means it lacks traditional ticketing features, such as ticket splitting, merging, or advanced escalation management. This can be a drawback for businesses that require detailed tracking and management of support issues.
Compared to competitors Gladly's automation and AI capabilities are more limited. It lacks advanced features like AI-powered ticket summaries, sentiment analysis, and real-time coaching, which can enhance agent productivity and customer satisfaction.
Gladly offers fewer pre-built integrations and apps compared to other platforms, which can restrict its ability to connect with other business tools and systems. This limitation may necessitate custom development or additional resources to achieve desired integrations.
Gladly's pricing can be higher than some competitors, especially for small to medium-sized businesses. The lack of a free trial and the absence of a free tier may make it less accessible for organizations with limited budgets.
Users have reported that Gladly's analytics and reporting tools are basic, lacking the depth needed for detailed performance analysis and strategic decision-making. This can hinder efforts to optimize support operations and customer experience.
As a cloud-based solution, Gladly requires a stable internet connection to function effectively. Any disruptions in internet connectivity can impact access to the platform, potentially affecting support operations.
Gladly Customers
Porsche
Crate and Barrel
Ralph Lauren
Warby Parker
Samsonite
ULTA Beauty
Rothy's
Tory Burch
UGG
Tumi
Gladly Support Options
Frequently Asked Questions About Gladly
Common questions buyers ask before choosing Gladly.
Gladly is a Help Desk Software. Gladly offers Incident Management, Social Media Integration, Multi-Channel Communication, Macros (Templated Responses), Document Storage and many more functionalities.
Gladly is a strong fit if: You require a single platform consolidating all customer interactions for personalized service.; Your support team handles multiple channels including email, chat, phone, and social media.. Consider alternatives if: You are a very small business with minimal support needs and simple workflows.; You need transparent, publicly available pricing to fit strict budget constraints..
Buyers commonly note the following limitations of Gladly: Pricing details are not publicly available, requiring direct sales contact; Potentially higher complexity in setup due to extensive features; May be more than needed for very small teams or simple support needs.
Some top alternatives to Gladly includes Zoho Desk, Kustomer, Freshservice, Freshdesk and BoldDesk.
Gladly offers Subscription pricing model
The starting price of Gladly is $150/User/Month
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About the reviewer
Rajat Gupta is the founder of Spotsaas. Over the past two years, he has reviewed 2,000+ tools across CRM, HR, AI, and finance — applying hands-on product research and a background in commerce and the CFA program to evaluate software through a business and ROI lens. His goal: help teams make software decisions they won't regret.
Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].