--- title: "Compare Gladly vs Zendesk Suite 2026 | Capterra" description: "Unsure of what to choose? Check Capterra to compare Zendesk Suite and Gladly based on pricing, features, product details, and verified reviews." source_url: "https://www.capterra.com/compare/156723-164283/Gladly-vs-Zendesk" page_type: "comparison" language: "en" --- # Zendesk Suite vs Gladly Features and Cost Comparison Last updated September 16th, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/) Your comparison: Zendesk SuiteGladly2/4 selected [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.4 (4,092)](https://www.capterra.com/p/164283/Zendesk/reviews/) [Gladly](https://www.capterra.com/p/156723/Gladly/)[4.8 (140)](https://www.capterra.com/p/156723/Gladly/reviews/) [## Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.4 (4,092)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price $115.00/month Value-for-Money 4.2 Functionality 4.4 Ease of Use 4.3 Customer Service 4.3 Reviews Sentiment Based on [4,092 reviews](#user-reviews) Positive 3,656 Neutral 317 Negative 119 [## Gladly](https://www.capterra.com/p/156723/Gladly/)[4.8 (140)](https://www.capterra.com/p/156723/Gladly/reviews/) Starting Price Contact vendor Value-for-Money 4.8 Functionality 4.8 Ease of Use 4.9 Customer Service 4.8 Reviews Sentiment Based on [140 reviews](#user-reviews) Positive 139 Neutral 1 Negative 0 What’s your intended use case? ## Summary * * * Key features rated by users Features selected based on 3,103 reviews from customer service software users. about the Fit Score methodology. Fit Score methodology Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about. If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology 65%Fit Missing features Feature ratings CRM 4.1 Support Ticket Management 4.5 Chatbot NA Inbox Management NA Live Chat 4.3 74%Fit Missing features Feature ratings CRM NA Support Ticket Management 4.9 Chatbot 4.7 Inbox Management 4.8 Live Chat 4.8 User satisfaction User satisfaction 4.4 User reviews[4,092](https://www.capterra.com/p/164283/Zendesk/reviews/) Ease of use 4.3 Functionality 4.4 Value for money 4.2 Customer support 4.3 User satisfaction 4.8 User reviews[140](https://www.capterra.com/p/156723/Gladly/reviews/) Ease of use 4.9 Functionality 4.8 Value for money 4.8 Customer support 4.8 Price starts from Price starts from $115Per User, Per Month - Free version - Free trial Price starts from \-- - Free version - Free trial Best for Best for Businesses of all sizes in retail, financial services, education, government, transportation, manufacturing, software, healthcare, telecommunications, media, and more. Best for We partner with SMBs and large Enterprise B2C companies in Retail, ecommerce, Travel and Hospitality as well as contact centers to keep up with today's customer needs. ## User reviews Pros & cons Jane F. Personal Lines Executive > "It streamlines customer support, keeps tickets and communications organized, and helps provide fast, consistent, and professional service." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7117287) MS Moiz S. Vice President > "My biggest frustration is the fact that sometimes after opening the Agent Desktop my status becomes “Working” or “Rejected,” but I am unable to toggle it..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7183138) CB Christine B. Pilates transformation expert > "It’s a centralized platform that can manage almost all customer interactions - chat, help desk, email and order management." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7129559) RP Ryan P. Customer Support Manager > "It took a bit to figure out how to pull some of the more custom metrics we needed and the dashboards can feel a little cluttered sometimes." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7179891) PT Pablo T. CX Consultant > "This is a platform that will help in a easy-to-use way to provide the best customer support that you can provide, considering omnichannel features and an..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7063564) CB Christine B. Pilates transformation expert > "Major issues with spam and junk email not being filtered out, while real customer emails get lost in the mix." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7129559) Ifra S. Zendesk Developer > "Zendesk Suite offers strong value for money considering the wide range of features included - ticketing, automation, analytics, and omnichannel support." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064914) LZ Liron Z. Software engineer manager > "As a company with vendors providing data to my company, from time to time we had issues with the data providing platform, in order to have a documented..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6495406) MS Moiz S. Vice President > "I'm just happy that Live Call Monitoring actually works (so I can monitor a new user who may be having some problems within their first couple minutes) of..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7183138) SL Sapph L. Communications specialist > "Right now, it seems the only way is to set the 'hours since' to the shortest possible time (1 hour), add a test condition that only you will trigger, and..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6516134) Richard B. Managing Director > "Helps us keep customer support issues organised and provides a means to publish our help documentation." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7175822) YK Yevgeniy K. Data Analyst > "However, we have not used your service for the past 3-4 months, and a check of our user logs will show that no one from our team has logged into the..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6584092) VR Verified Reviewer Digital asset manager > "I liked that I was able to directly reach out to customer support in a variety of fields, or where this type of support was offered, and that the..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6820510) VR Verified Reviewer Systems Administrator > "Tickets can sometimes get stuck in "Suspended" which requires you to add the user who sent the ticket within the suite itself." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7062832) Abhishek R. Project Analyst > "Along with powerful ticketing system that centralizes customer requests, supports customizable fields, and tracks history for personalized support." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6871343) HC Heather C. Marketing Manager > "Zendesk limits the number of steps you can use in each product's chatbot, and will not let you purchase additional steps, which is a bit frustrating." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6564092) HT Haruki T. Sr. ADR > "The integration with our CRM allows me to track my interactions and access existing data of the prospect & their company in one place." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6662228) LZ Liron Z. Software engineer manager > "The UI looks a bit old, I didn't find it to be easy to integrate with the system I own as a 3rd party user (I was working in a company as a manager with..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6495406) JET Jan Ericka T. Customer Service Representative > "The platform offers a comprehensive solution for customer support, seamlessly integrating various tools to streamline processes and enhance the overall..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6495494) GY Greg Y. Head of Customer Experience > "There are certain areas which we would prefer to customise wordings / status' that are cumbersome but unable to change which can impact our usage." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6643504) PK Phillip K. IT Support Officer > "I adored Zendesk intelligent ticket selection with automated assignment by skill set and by workload so my team never missed serious problems and the..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6857494) MJ Melanie J. HR Manager > "The latest updates with reporting are difficult to navigate and removed helpful features." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064137) MB Malkiel B. Customer Service Supervisor > "The ticketing system, filtering tickets, and how you are able to asign tickets in the system, it was very good to manage customer service for online stores,..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6641518) JC Jaya C. System Engineer > "In a few cases, tickets didn’t get routed correctly per priority rules slowing down response times when the team was really busy." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6824508) DL David L. Head of Sales > "The all-in-one platform integrates ticketing, chat, email, and social media seamlessly, enhancing team productivity." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6729203) PK Phillip K. IT Support Officer > "The user roles and permissions felt too restrictive, and that adding new agent groups necessitated using multiple separate admin panels." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6857494) JI Jahidul I. Finance > "It integrates multiple customer service channels like email, chat, social media, and phone into a single platform, providing a seamless customer support..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6528392) Kalina B. Freelance and Human resources > "The only disadvantage I see with Zendesk Suite is that userw with a lower pricing plan have a lot more limitations of features available." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6516436) SC Stefano C. Marketing manager > "It helped us a lot for providing a good and fast customer service over various channels. Despite a few drawbacks in customization options, this suite..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6571701) MB Matthew B. Operations Director > "The pricing structure can also become expensive as you scale, especially if you need premium features." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064363) TG Tushar G. Cloud Engineer > "Zendesk Suite makes it easy to manage customer conversations from different channels in one place." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7170088) ML Mikes L. IT Manager > "Zendesk Suite costs are every day increasing, a challenge to small enterprises" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7079768) SK Simranjit K. Admin > "It does work as intended and provides day to day help to manage IT operations and helps to manage tickets in efficient manner" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7030541) SC Sean C. Marketer > "It can be expensive for a small business, and ironically, their own customer service is not always available." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7046146) SK Sarah K. People Ops Manager > "Zendesk has been a great first ticketing system for our company, and allowing multiple users to act as agents ensures that there is not a blocker/single..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6852820) HN Harshad N. Technical Support Expert > "Interface is very slow if the laptop gets disconnected from the company VPN and directly connects to the internet." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6703848) SC Stefano C. Marketing manager > "It brings together all support channels like as email, chat, social media, etc. into one platform, which makes easier the support service." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6571701) VR Verified Reviewer IT Admin > "While easy to use for customers, some of the backend framework is a little hard to understand for less tech-savvy co-workers." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7096715) TG Tushar G. Cloud Engineer > "The interface is straightforward, and the ticketing system helps keep requests organized." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7170088) MY Melony Y. Senior Director of Consumer Support > "Very often, they don't ask clarifying questions and provide a link to an irrelevant article." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7063750) RP Ryan P. Customer Support Manager > "It's generally intuitive, making daily interactions smooth, though some advanced features take a bit more time to master." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7179891) KY Katie Y. Head of Customer Success > "They do not notify you in any way if your messages can't be delivered (bounces, etc)" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6723863) CB Cynthia B. Manager of Registration Services > "Coming from the agony of replying to each individual client via Gmail and not being able to compare responses or easily locate past interactions to..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6854934) MG Mayra G. Warehouse Manager > "I experienced that the analysis gets slowed due due to reporting lag since large volume are being handled." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6816940) Abhishek R. Project Analyst > "Its multichannel support, centralization of customer interactions, and strong automation and analytics has always helped my business run smoother." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6871343) Richard B. Managing Director > "Unfortunately, moving away from it is far from simple - we are locked in." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7175822) SL Sapph L. Communications specialist > "The reporting features are quite robust, so your team can understand the top issues customers are experiencing, the average first reply time and a lot more." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6516134) NF Niall F. Head of Design > "I thought the user interface was rather confusing, and the lack of multiple templates on the cheapest tier wasn't great." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6499680) DL David L. Head of Sales > "Zendesk Suite has significantly improved our customer support operations at CheckYeti, making it easier to manage and resolve customer issues." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6729203) Andrew K. Chief Executive Officer > "Depending on your need and desired use of the platform, Zendesk Suite comes at a fair expensive price. If you're looking for basic support ticket management..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6012376) CB Cynthia B. Manager of Registration Services > "Managing emails as tickets and having every readily accessible for teams to review interactions that support the quality of everyone’s service is invaluable." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6854934) DM Dana M. Fulfillment Manager > "This can be very time consuming when notifying a group of customers." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7027983) MB Malkiel B. Customer Service Supervisor > "What I liked the most about Zendesk is all the features it contains to manage customer service and technical support, it is really a complete software and..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6641518) MY Melony Y. Senior Director of Consumer Support > "As the leader of my support team, I would never pay for AI tools that provided this level of support." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7063750) Ifra S. Zendesk Developer > "It helps align sales and support teams by providing context around customer interactions." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064914) Abhishek R. Project Analyst > "Also it has a steep learning curve making it a little difficult for new or smaller teams to understand and utilize the tool." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6871343) JJ Jobin J. Senior Platform Engineer > "The reporting tools are useful for tracking team performance and monitoring overall efficiency." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064183) Abhishek R. Project Analyst > "Interoperability between some modules might be an issue at the beginning of usage period as well." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6871343) AG Angela G. Customer support > "Easy to follow to meet customer needs, answer calls, or send emails to meet company needs and delegted tasks." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7119011) PS Pamela S. Agent > "At this moment, I would say the biggest con that happens rarely but can happen if you do not have a potent internet connection: if the ticket is not..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6175439) GC Graziana C. Customer Operations Lead > "Zendesk is powered to bring all the customer support solutions together, with an organized interface" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7077793) AC Alliant C. Support Manager > "Sometimes it’s not easy to see at a glance the number of open tickets that each agent is dealing with." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6829250) MW Mauricio W. Senior Sales Executive at WhiteWater, Inc. > "Zendesk makes it easy to efficiently centralize customer support and track conversations across multiple channels." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7085661) VR Verified Reviewer SDR > "I dislike that it doesn’t give you notifications when you’re not on the page" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6504459) LS Leonardo S. Support Analyst > "Excellent customer support platform, making it easy to centralize service channels (such as email, WhatsApp, Instagram DM)." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7070758) MD Michelle D. Academic Experience > "The options for smaller teams are not great in terms of features/ pricing." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6848056) VS Vibhore S. Logistics Lead > "Overall, nice experience, great bundled comprehensive software for everything in one place like email and voice chat" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7128329) HN Harshad N. Technical Support Expert > "Chat on Zendesk by using a mobile is not very appropriate and recommended." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6703848) AA Ali A. System Administrator > "Its robust automation features help streamline workflows, reducing manual tasks and improving efficiency." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6502942) DT Daniel T. IT Engineer > "The reporting leaves alot to be desired. As you move through the tiers it can become pricey." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6773173) TG Tim G. Customer Service Executive > "Customers now receive faster, more consistent responses, and we can quickly catch repeat issues and improve our product listings or FAQs." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6840216) AL Antony L. Ecommerce Manager > "Poor support and lack of customisation/feedback channels." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6689981) Ifra S. Zendesk Developer > "The interface is clean and intuitive for agents, making it easy to manage tickets and workflows." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064914) KH Krystle H. Accounts Receivable Specialist > "It can be expensive for smaller companies, it is also hard to set up (per our IT dept)" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6564217) VR Verified Reviewer Fraud Ops Senior Manager > "I have used ZD for a few years now, and it is constantly advancing to allow for the most advanced automations for Customer Support." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7008662) JA Jess A. Zendesk Assistant > "However, it might feel overwhelming for beginners and costly for smaller teams." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6511711) MH Matthew H. Director of Ops > "I liked that ability to see all the inbound communication that my employees were getting. If someone was on vacation I could go respond to someone that he..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6754159) EA Emma A. Customer operations manager > "I might just not see how to do it, but I can't add a secondary contact to my replies." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6497471) DC David C. Vice President > "I use it mainly for the FAQ feature, it saves me quite a lot of time for customer support." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6539636) AH Ashli H. Client Solutions Navigator > "Refresh rate can be slow, reloads often & can allow more than one user to work on the same ticket causing issues" [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6484551) RP Ryan P. Customer Support Manager > "It's generally intuitive, making daily interactions smooth, though some advanced features take a bit more time to master." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7179891) Bl Betül İ. Organizator > "Sometimes the interface can be confusing." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___4014300) Ifra S. Zendesk Developer > "The interface is clean and intuitive for agents, making it easy to manage tickets and workflows." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7064914) IV Ingrid V. Editor > "The interface could be more user-friendly. When first glancing at it, it did not attract me from the standpoint of a client to want to leave/ask a question." [See full review](https://www.capterra.com/p/164283/Zendesk/#GetApp___3412321) VR Verified Reviewer Sr. Dir. Support Operations > "The interface is clean and intuitive." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7063835) LF Laureana F. Scientist > "Interface is far from complex and this look a little bit less professional." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___3611595) SP Stephanie P. CS Team Lead > "The user interface is super intuitive, which makes managing customer interactions easy." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6496282) HM Hashim M. Sales and Marketing Manager > "UI is not good as it should be." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___3714875) AA Ali A. System Administrator > "Additionally, the platform integrates easily with various third-party tools, enhancing its overall flexibility and functionality." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6502942) LZ Liron Z. Software engineer manager > "The UI looks a bit old, I didn't find it to be easy to integrate with the system I own as a 3rd party user (I was working in a company as a manager with..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6495406) AB Adam B. Operations Admin and Quality Control > "It allows a wide variety of integration options to suit your business needs." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6574045) Abhishek R. Project Analyst > "Interoperability between some modules might be an issue at the beginning of usage period as well." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6871343) KM Kauser M. Manager > "Its administrative features are unparalleled, and the option to integrate an internal knowledge base benefits both our agents and our clients." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6390588) Nayra Giselle R. Ingeniera en sistemas > "Some users have reported that support does not always meet their expectations. While Zendesk is known for its integration capabilities, some more complex..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___5093804) Andrew K. Chief Executive Officer > "The Zendesk integration with Jira is extremely helpful for managing new support tickets within an existing or ongoing project." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6012376) Koen S. Technical Support & Project Manager > "The downside is for some features that they are integrated/intertwined and would require you to upgrade to the whole suite for example." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___4450331) AM Anna M. Customer Service Agent > "Very simple to use and fast." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7125556) Richard B. Managing Director > "Unfortunately, moving away from it is far from simple - we are locked in." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7175822) Jessie S. CEO > "I love using Zendesk; it makes my job easier and has all the applications needed." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6871861) VR Verified Reviewer Senior manager > "There are some aspects that are slightly tricky to use." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6583962) IN Inamari N. Customer Account Support > "I really like how straightforward Zendesk Suite is to use once you get familiar with it." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7039935) Diego C. Real estate agent > "We found the software a little difficult to handle as we had not used it before." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6141169) CK Chance K. Management > "Zendesk is extremely user friendly and simple to manage tasks." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6513989) JB Joy B. Associate Director of Student Life > "Zendesk is so robust, but it is not at all intuitive." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___5059427) PT Pablo T. CX Consultant > "This is a platform that will help in a easy-to-use way to provide the best customer support that you can provide, considering omnichannel features and an..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7063564) YK Yevgeniy K. Data Analyst > "However, we have not used your service for the past 3-4 months, and a check of our user logs will show that no one from our team has logged into the..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6584092) Richard B. Managing Director > "Helps us keep customer support issues organised and provides a means to publish our help documentation." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7175822) SC Sean C. Marketer > "It can be expensive for a small business, and ironically, their own customer service is not always available." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7046146) JET Jan Ericka T. Customer Service Representative > "The platform offers a comprehensive solution for customer support, seamlessly integrating various tools to streamline processes and enhance the overall..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6495494) VR Verified Reviewer IT Admin > "While easy to use for customers, some of the backend framework is a little hard to understand for less tech-savvy co-workers." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7096715) SC Stefano C. Marketing manager > "It helped us a lot for providing a good and fast customer service over various channels. Despite a few drawbacks in customization options, this suite..." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___6571701) DM Dana M. Fulfillment Manager > "This can be very time consuming when notifying a group of customers." [See full review](https://www.capterra.com/p/164283/Zendesk/#Capterra___7027983) [View Reviews](https://www.capterra.com/p/164283/Zendesk/reviews/) KV Kelly V. Director of CX > "The platform also allows us to scale our remote team and helps us identify when we need to schedule more coverage during peak call and text times." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7023758) VP Vishvesh P. Marketing Executive > "First off the web interface only allows the user to access one web-page (tab) will crash if you access another page. If two pages are open at the..." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7069037) AD Ashley D. Customer Experience Manager > "The reporting is incredibly detailed, giving us real-time visibility into performance, and the Task feature is a game changer — allowing us to..." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7023700) BR Brian R. Vice President, Customer Support > "There are some apps that we were told had native integrations and some features that Gladly Help Center said came out of the box, but upon reaching..." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7023647) VP Vishvesh P. Marketing Executive > "Gladly's Empowering Enviroment improves customer service, enables more successful resolutions, reduces repeat contacts, and ultimately makes it..." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7069037) VP Vishvesh P. Marketing Executive > "The website also has no personality or design that would make it fun for me and my team when dealing with irate customers." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7069037) SK Stephanie K. Senior Director of Customer Service > "The system’s intuitive layout allows our agents to navigate customer interactions quickly and confidently, reducing friction and improving..." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7097441) JG Joseph G. Customer Experience Manager > "What I did not like about Gladly was the reporting." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7026030) Haocheng L. Research Team Lead > "This enables my team to have a more efficient review of the communication with the customers, which helps to provide tailored and targeted..." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___6522618) CE Celestine E. Customer Service Representative > "Sometimes when there is an update, the software just blackens and it affects the work even for a minute since we do live channels." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___4197935) RM Ryan M. Customer Experience Manager > "As a Customer Experience Manager, I appreciate how it consolidates every channel into one timeline and provides advocates with the context they need..." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___6883764) FE Floranch E. CSR > "The only thing I've noticed is that you can only open one tab at a time; if you open another, it will crash." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___4823733) KV Kelly V. Director of CX > "We are able to run reports based on Topics and other factors, giving us valuable insights." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7023758) JM Jane M. Customer Representative > "The only thing I did not like about this tools is the intergration of other useful tools at work such us Grammarly which would help save much time." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___4495508) RM Ryan M. Customer Experience Manager > "As someone who manages our internal knowledge base (Gladly Answers), I also appreciate how easy it is to build and maintain solutions that..." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___6883764) VR Verified Reviewer Team Lead > "Reporting, it's hard to generate the per-hour reporting and small screen for writing an email." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___3979804) MA Manuel A. customer service rep > "Its interface is very userfriendly, and oraganized." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7123853) CM Catherine M. Customer Service Representative > "I don't like that whenever the page refreshes it removes the recent characters we typed in.2." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___4511821) JV JR V. Customer Success Associate > "I also like how all the actions with conversations are tracked so everyone can see what's going on with routing." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___6882385) JT Jessie T. customer experience associate > "Small complaint honestly, but I wish I could edit the appearance and ring tone as I prefer to work on screens in dark mode and the ring tone is not..." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___3645759) AD Ashley D. Customer Experience Manager > "It’s modern, intuitive, and built with CX teams in mind." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7023700) AB Analyn B. CSR > "System errors sometimes and logged when full of tasks" [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___4479109) KV Kelly V. Director of CX > "Gladly has continued to make our work lives significantly more efficient and organized." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7023758) LT Lindsey T. Customer Care Associate > "I don't love that chatting system sometimes because customer's sometimes don't see our chat or they get lost somewhere within the chat or get timed..." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___3304093) EGV Erlan Gino V. Install representative > "I am able to see call logs, emails, and notes in the same place, and make a good follow up to the current state of the request." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___6057408) DH David H. Customer Experience Advisor > "Occasional glitches, like missed calls without ringing are the only drawback after nearly a year of use." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___3301684) JG Joseph G. Customer Experience Manager > "Our experience was good, but there are other platforms in the industry that can provide the same experience and more." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7026030) KW Kennedy W. Customer Advisor > "The software can lag at times when sending emails." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___3581653) JM Josie M. Custom Diet Plan Trainer > "I liked that I could see all emails from everyone in the company." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7037963) RF Robbie F. Customer Service Rep > "Not really any CONS, sometimes the system will just close or disconnect call for no reason" [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___3301664) Benjamin D. Sr. Director of Customer Experience > "We handle oall of our volume via Gladly." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7037937) MN Missy N. Customer Service Rep > "I really don't know of any any features that I just don't like about Gladly" [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___4543985) MA Manuel A. customer service rep > "I would totally recommend t o take interactions." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7123853) KN Karla N. Manager > "I don’t like how it won’t show you or it isn’t clear if the member replied already" [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___3796107) JJ Jonathan J. Customer Advocate > "Gladly has become my daily tool to accomplish my duties through ticket organization, chat interaction and phone call reach." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___5039320) LF Laura F. Customer Care Associate > "Customer not able to see us writing them back" [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___3302916) DH David H. Customer care supervisor > "It is helping us distribute the interaction load between several departments, tiers and agents, also the addition of a digital calling interface..." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___4346965) AS Alaysia S. Customer Service Representative > "Looking at a white screen all day is hard on the eyes" [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___3301840) KY Kenjie Y. Warehouse Coordinator - T3 > "It integrates all conversations from chat, calls, and emails in one process where it is accessible for the next user that will encounter the member." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___3835095) TC Taylor C. CXA > "The ringtone of calls is horrible." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___3762199) JR Jennifer R. Director of Ecommerce > "Overall our experience with Gladly has been a very positive one and we look forward to continue the long term partnership for years to come." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7023727) KJ Kat J. Customer Relations Manager > "One word - TERRIFIC" [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___3302020) HS Hafiz S. Manager > "With Gladly, Support representatives feel empowered with natural efficiency, accompanied by a contemporary messaging interface that gives them the..." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___4330811) VP Vishvesh P. Marketing Executive > "First off the web interface only allows the user to access one web-page (tab) will crash if you access another page. If two pages are open at the..." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7069037) Saskia M. Senior Director Sales Marketing > "The time-saving features are second to none; being able to switch between projects on the fly has saved me and my coworkers many hours that we would..." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___4999277) BR Brian R. Vice President, Customer Support > "There are some apps that we were told had native integrations and some features that Gladly Help Center said came out of the box, but upon reaching..." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7023647) JM Jane M. Customer Representative > "My top Favorite about this tool is the easier navigation of keys for and you'd be able to find pretty much every conversation under one ticket with..." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___4495508) BR Brian R. Vice President, Customer Support > "There are some apps that we were told had native integrations and some features that Gladly Help Center said came out of the box, but upon reaching..." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___7023647) JV JR V. Customer Success Associate > "I really love gladly and I have had a great experience with it, especially using the admin level." [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___6882385) LF Laura F. Customer Care Associate > "Customer not able to see us writing them back" [See full review](https://www.capterra.com/p/156723/Gladly/#Capterra___3302916) [View Reviews](https://www.capterra.com/p/156723/Gladly/reviews/) ## User interface 4.41 (4,092) [Gladly](https://www.capterra.com/p/156723/Gladly/) 4.82 (140) ## Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ### Features Do these products fit your needs? Prioritize real-user-identified key features according to your needs to find your best fit. \--% Fit vs \--% Fit AI Copilot 207 Important Alerts/Escalation 150 Important API 120 Important Zendesk Suite Top features 27/38 - AI Copilot - Alerts/Escalation - API - Automated Routing - Autoresponders - Call Center Management - Chatbot - Collaboration Tools - Conversation Intelligence - CRM - Customer Portal - Customizable Fields - Dashboard - Data Security - Email Management - Gamification - Generative AI - Inbox Management - Interaction Tracking - IVR - Key Performance Indicators - Knowledge Base Management - Language Detection - Live Chat - Mobile Access - Multi-Channel Communication - Multiple Data Sources - Predictive Analytics - Queue Management - Real-Time Monitoring - Reporting & Statistics - Service Level Agreement (SLA) Management - Support Ticket Management - Surveys & Feedback - Task Automation - Third-Party Integrations - Video Chat - Voice Recognition [See all features](https://www.capterra.com/p/164283/Zendesk/#features) Gladly 22/38 - AI Copilot - Alerts/Escalation - API - Automated Routing - Autoresponders - Call Center Management - Chatbot - Collaboration Tools - Conversation Intelligence - CRM - Customer Portal - Customizable Fields - Dashboard - Data Security - Email Management - Gamification - Generative AI - Inbox Management - Interaction Tracking - IVR - Key Performance Indicators - Knowledge Base Management - Language Detection - Live Chat - Mobile Access - Multi-Channel Communication - Multiple Data Sources - Predictive Analytics - Queue Management - Real-Time Monitoring - Reporting & Statistics - Service Level Agreement (SLA) Management - Support Ticket Management - Surveys & Feedback - Task Automation - Third-Party Integrations - Video Chat - Voice Recognition [See all features](https://www.capterra.com/p/156723/Gladly/#features) ### Recognition Zendesk Suite is recognized as a top-rated tool in 1 Capterra Shortlist reports Gladly is recognized as a top-rated tool in 3 Capterra Shortlist reports Best Value Customer Service Software (2023)  Best Value Customer Service Software (2022)  ### Deployment & support Zendesk Suite Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Gladly Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ### Company Details Zendesk Suite - By Zendesk - Located in United States - Founded in 2007 Gladly - By Gladly Software - Located in United States - Founded in 2014 ## Popular Comparisons [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,092)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[4.40 (18,810)](https://www.capterra.com/p/61368/Salesforce/reviews/) $115/month Price $25/month 4.4 Features 4.4 4.3 Ease of Use 4.0 [View full comparison](https://www.capterra.com/compare/61368-164283/Salesforce-vs-Zendesk) [Gladly](https://www.capterra.com/p/156723/Gladly/)[4.82 (140)](https://www.capterra.com/p/156723/Gladly/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,789)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Contact vendor for pricing Price $15/month 4.8 Features 4.6 4.9 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-156723/LiveAgent-vs-Gladly) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,092)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,789)](https://www.capterra.com/p/102188/LiveAgent/reviews/) $115/month Price $15/month 4.4 Features 4.6 4.3 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/102188-164283/LiveAgent-vs-Zendesk) [Gladly](https://www.capterra.com/p/156723/Gladly/)[4.82 (140)](https://www.capterra.com/p/156723/Gladly/reviews/) vs [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[4.40 (18,810)](https://www.capterra.com/p/61368/Salesforce/reviews/) Contact vendor for pricing Price $25/month 4.8 Features 4.4 4.9 Ease of Use 4.0 [View full comparison](https://www.capterra.com/compare/61368-156723/Salesforce-vs-Gladly) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,092)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,727)](https://www.capterra.com/p/62194/LiveChat/reviews/) $115/month Price $25/month 4.4 Features 4.5 4.3 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/62194-164283/LiveChat-vs-Zendesk) [Gladly](https://www.capterra.com/p/156723/Gladly/)[4.82 (140)](https://www.capterra.com/p/156723/Gladly/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,481)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Contact vendor for pricing Price $19/month 4.8 Features 4.3 4.9 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-156723/Freshdesk-vs-Gladly) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,092)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.51 (3,481)](https://www.capterra.com/p/124981/Freshdesk/reviews/) $115/month Price $19/month 4.4 Features 4.3 4.3 Ease of Use 4.5 [View full comparison](https://www.capterra.com/compare/124981-164283/Freshdesk-vs-Zendesk) [Gladly](https://www.capterra.com/p/156723/Gladly/)[4.82 (140)](https://www.capterra.com/p/156723/Gladly/reviews/) vs [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,727)](https://www.capterra.com/p/62194/LiveChat/reviews/) Contact vendor for pricing Price $25/month 4.8 Features 4.5 4.9 Ease of Use 4.6 [View full comparison](https://www.capterra.com/compare/62194-156723/LiveChat-vs-Gladly) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,092)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) $115/month Price R$35/month 4.4 Features 4.7 4.3 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/164283-202528/Zendesk-vs-Milvus) [Gladly](https://www.capterra.com/p/156723/Gladly/)[4.82 (140)](https://www.capterra.com/p/156723/Gladly/reviews/) vs [Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) Contact vendor for pricing Price R$35/month 4.8 Features 4.7 4.9 Ease of Use 4.8 [View full comparison](https://www.capterra.com/compare/156723-202528/Gladly-vs-Milvus) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,092)](https://www.capterra.com/p/164283/Zendesk/reviews/) vs [Tidio](https://www.capterra.com/p/144040/Tidio-Chat/)[4.73 (590)](https://www.capterra.com/p/144040/Tidio-Chat/reviews/) $115/month Price $0/month 4.4 Features 4.6 4.3 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/144040-164283/Tidio-Chat-vs-Zendesk) [Gladly](https://www.capterra.com/p/156723/Gladly/)[4.82 (140)](https://www.capterra.com/p/156723/Gladly/reviews/) vs [HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.56 (183)](https://www.capterra.com/p/185973/HelpDesk/reviews/) Contact vendor for pricing Price $29/month 4.8 Features 4.4 4.9 Ease of Use 4.7 [View full comparison](https://www.capterra.com/compare/156723-185973/Gladly-vs-HelpDesk)