# Gladly Software 2026: Features, Integrations, Pros & Cons | Capterra > Capterra's in-depth exploration of Gladly Software's capabilities reveals its suitability for various software needs and provides a comprehensive overview of Gladly Software pricing, features, integrations, and potential alternatives. Source: https://www.capterra.com/p/156723/Gladly --- # Gladly Software Review 2026: Features, Integrations, Pros & Cons Last updated on September 12, 2025 Written byShephalii Kapoor Shephalii Kapoor Shephalii Kapoor is a writer at Capterra. She provides insights to help small businesses identify the right software for their needs by analyzing over 550,000 Capterra user reviews and nearly 48,000 interactions between Capterra software advis... [See bio & all articles](https://www.capterra.com/resources/author/skapoor/) Edited byLindsay Page Lindsay Page Editor Lindsay Page has been an editor at Capterra for three years. She specializes in editing data-driven research and tech trends reports for small and midsize businesses. She has more than a decade of experience writing and editing for a variety o... [See bio & all articles](https://www.capterra.com/resources/author/lindsay-page/) Editor Written by [Shephalii Kapoor](https://www.capterra.com/resources/author/skapoor/) Shephalii Kapoor is a writer at Capterra. She provides insights to help small businesses identify the right software for their needs by analyzing over 550,000 Capterra user reviews and nearly 48,000 interactions between Capterra software advisors and buyers. Edited by [Lindsay Page](https://www.capterra.com/resources/author/lindsay-page/) Editor Lindsay Page has been an editor at Capterra for three years. She specializes in editing data-driven research and tech trends reports for small and midsize businesses. She has more than a decade of experience writing and editing for a variety of industries, with expertise in cybersecurity, corporate and securities regulation, and finance. She has been a writer, editor, senior editor, and associate director. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [Key takeaways](#key-takeaways)[Our verdict](#our-verdict)[Alternatives](#alternatives)[Users](#users)[Interface](#interface)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Gladly Gladly Overview: ### Key takeaways Insights from verified Capterra reviews Gladly helps midsize and enterprise support teams manage high-volume, multi-channel customer interactions with a unified conversation timeline. It’s most used in consumer services and retail. Reviewers highlight its call logging and real-time chat as standout features, while mobile access and reporting remain common drawbacks. Recent updates such as Sidekick apps and voice quality alerts show a clear push toward automation and service consistency. ### Our verdict Gladly suits teams that prioritize continuity and speed across customer interactions. Its single-thread layout and automation tools reduce context-switching and manual effort. Buyers should weigh the trade-off between customization and control, especially around reporting and mobile access, but its workflow depth and support-first design make it a strong contender for high-volume environments. Top alternative Featured Overall rating Based on 139 user reviews Reviews sentiment Positive 99% Neutral 1% Negative 0% Contact vendor for pricing Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Gladly?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.gladly.com&name=Gladly) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Gladly 4.8 (139) VS. [4.4 (4,072)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price Contact vendor Starting Price $39 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.9 (139) Ease Of Use 4.3 (3,596) Value For Money 4.8 (119) Value For Money 4.2 (2,650) Customer Service 4.8 (129) Customer Service 4.3 (2,760) ## Gladly alternatives Gladly may not suit every team, especially if your priorities include stronger mobile access, deeper reporting capabilities, or a more customizable interface for managing multi-channel support workflows. Explore other tools that align better with your specific needs. [4.4 (18,768)](https://www.capterra.com/p/61368/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Highest Rated [4.7 (1,753)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month [4.5 (3,409)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month [4.6 (180)](https://www.capterra.com/p/185973/HelpDesk/reviews/) Starting price $29.00 Per User, Per Month [View all alternatives](https://www.capterra.com/p/156723/Gladly/alternatives/) ## Who uses Gladly? Based on Capterra reviews from the past 4 years Talk to a software expert to get a free software list tailored to your business needs ## Gladly's interface Gladly’s interface centers around a unified conversation thread that merges email, chat, and call history into one view. Reviewers consistently highlight its clarity and ease of navigation, though some mention friction when switching between channels or customizing layout elements. 1+ Shephalii Kapoor Reviewers say the ability to view call logs, emails, and notes in one place helps agents follow up without losing context. While switching between communication modes can feel clunky, the single-thread layout supports faster resolution and better continuity. Ease of Use 4.9 (139) 4.9 Based on 139 reviews ## Key features View by: These features have been rated as most important by users based on their reviews. View by: Get Advice We can help you find the software with the features you need. Shephalii Kapoor Gladly’s top-rated features work to simplify agent workflows, reduce context-switching, and improve service consistency. The unified thread structure and real-time tools help teams stay focused, respond faster, and maintain clear records across channels. Features 4.8 (139) 4.8 Based on 139 reviews The Gladly features below were rated the highest by our reviewers. Our commentary is based on reviewer sentiment and collective feedback from reviews published in the past two years. Call logging 4.8 (54) 54 reviewers rated this feature Tracks past conversations across email, SMS, and chat in a single thread. Reviewers say it improves clarity and saves time by helping agents quickly understand prior interactions and customer context. Real-time consumer-facing chat 4.8 (46) 46 reviewers rated this feature Enables instant communication across SMS, Twitter, Instagram, Facebook, and WhatsApp. The single-thread view helps agents backtrack conversations easily, though image pasting and chat exit indicators are limited. Call recording 4.8 (59) 59 reviewers rated this feature Supports playback for coaching and quality assurance, with the ability to pause for sensitive data. Reviewers value the clarity and accessibility of recordings, noting it helps maintain consistency and improve agent performance. Call monitoring 4.8 (41) 41 reviewers rated this feature Allows supervisors to listen in on live calls for coaching and escalation tracking. Reviewers highlight its usefulness for audits and feedback, with clear audio and efficient access to calls. Support ticket management 4.7 (37) 37 reviewers rated this feature Consolidates conversations into a single thread and routes tickets to inboxes efficiently. Reviewers say it streamlines workflows, reduces duplication, and improves internal communication. Automatic call distribution 4.7 (40) 40 reviewers rated this feature Distributes calls fairly among agents, with visibility into routing logic and customer tagging. Reviewers note it helps balance workloads and manage breaks, though some mention the randomness of distribution. Sidekick answers 0 reviewers rated this feature Uses AI to surface relevant responses from your existing knowledge base, helping agents resolve inquiries faster and with greater consistency. It reduces repetitive tasks and ensures customers receive accurate, brand-aligned information. Conversation timeline 0 reviewers rated this feature Displays a customer’s entire communication history across email, chat, SMS, and voice in a single thread. This helps agents avoid repetition, maintain context, and respond more efficiently without switching between tools or tabs. Unified answers database 0 reviewers rated this feature Centralizes help content for both agents and customers, ensuring consistent messaging and reducing the need for manual lookups. It supports faster onboarding and improves resolution quality by aligning responses across channels. Hybrid support 0 reviewers rated this feature Combines live agent interactions with automated responses, allowing teams to scale service without sacrificing personalization. It helps manage volume spikes and ensures customers receive timely assistance across preferred channels. Sidekick apps 0 reviewers rated this feature Integrates with platforms such as Shopify, BigCommerce, and Loop Returns to automate order tracking, refunds, and cancellations. This reduces manual work and allows agents to focus on more complex customer needs. Customer satisfaction report 0 reviewers rated this feature Aggregates feedback from tools such as SimpleSat and Medallia to surface trends in customer sentiment. This helps teams identify service gaps and improve support quality over time. Voice quality alerts 0 reviewers rated this feature Detects unstable network conditions during calls and alerts agents in real time. This helps maintain audio clarity and ensures smoother customer interactions. Auto-merge for SMS profiles 0 reviewers rated this feature Automatically merges duplicate customer profiles created via SMS, reducing manual cleanup and improving data accuracy across the system. All key features (95) Track and document all activities across devices, networks, and other systems 0% of 0 reviewers... A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users 0% of 0 reviewers... Software program that continuously adjusts its behavior based on observed data 100.00% of 1 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request 58.33% of 24 reviewers that rated this feature as important or highly important Application programming interface that allows for integration with other systems/databases 0.00% of 2 reviewers that rated this feature as important or highly important Automatically merges duplicate customer profiles created via SMS, reducing manual cleanup and improving data accuracy across the system. 0 reviewers rated this feature Automatic reply functionality for incoming messages 0% of 0 reviewers... Tickets are automatically assigned to specific agents based on predefined rules 25.00% of 4 reviewers that rated this feature as important or highly important Distributes calls fairly among agents, with visibility into routing logic and customer tagging. Reviewers note it helps balance workloads and manage breaks, though some mention the randomness of distribution. 40 reviewers rated this feature Create and automatically send premade copy in response to customer messages 50.00% of 2 reviewers that rated this feature as important or highly important Send messages, notifications, or documents to an entire customer base at the same time 0.00% of 1 reviewers that rated this feature as important or highly important A call center that both makes and receives calls 0% of 0 reviewers... Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. 65.91% of 44 reviewers that rated this feature as important or highly important Facilitate virtual conferences that connect multiple people remotely 0% of 0 reviewers... Tracks past conversations across email, SMS, and chat in a single thread. Reviewers say it improves clarity and saves time by helping agents quickly understand prior interactions and customer context. 54 reviewers rated this feature Allows supervisors to listen in on live calls for coaching and escalation tracking. Reviewers highlight its usefulness for audits and feedback, with clear audio and efficient access to calls. 41 reviewers rated this feature Supports playback for coaching and quality assurance, with the ability to pause for sensitive data. Reviewers value the clarity and accessibility of recordings, noting it helps maintain consistency and improve agent performance. 59 reviewers rated this feature Sends voice calls to a specific queue based on predetermined criteria 48.15% of 27 reviewers that rated this feature as important or highly important Provide agents with a typical response for common call subject matter 50.00% of 4 reviewers that rated this feature as important or highly important Create a collection of marketing actions to complete specific goals and plan and analyze campaign results 25.00% of 4 reviewers that rated this feature as important or highly important Shortcuts for inputting frequently used messages 100.00% of 2 reviewers that rated this feature as important or highly important Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process 0% of 0 reviewers... Communicate using direct chat or messages within the system 62.50% of 16 reviewers that rated this feature as important or highly important AI-based platform which conducts a conversation via auditory or textual methods 100.00% of 3 reviewers that rated this feature as important or highly important Computer-telephony integration is the use of computers to manage telephone calls 40.63% of 32 reviewers that rated this feature as important or highly important Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving 0% of 0 reviewers... Displays a customer’s entire communication history across email, chat, SMS, and voice in a single thread. This helps agents avoid repetition, maintain context, and respond more efficiently without switching between tools or tabs. 0 reviewers rated this feature Ability to communicate to customers through at least one channel such as email, live chat, phone, or social media. 100.00% of 3 reviewers that rated this feature as important or highly important Track customer complaints from initiation through resolution 0% of 0 reviewers... A collection of customer information such as contact details, demographics, previous interactions, etc. 52.17% of 23 reviewers that rated this feature as important or highly important Aggregates feedback from tools such as SimpleSat and Medallia to surface trends in customer sentiment. This helps teams identify service gaps and improve support quality over time. 0 reviewers rated this feature Provide online support for your customers through live chat or help desk functionality 0% of 0 reviewers... Add customized logos and colors to align with company branding 50.00% of 4 reviewers that rated this feature as important or highly important Assembly of graphs and charts for visualizing and tracking statistics/metrics 58.33% of 12 reviewers that rated this feature as important or highly important Store and organize documents in a centralized system 0% of 0 reviewers... Manage, store and organize emails within the system or via third-party apps 52.38% of 21 reviewers that rated this feature as important or highly important Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service 100.00% of 2 reviewers that rated this feature as important or highly important Public or private sharing of digital files such as documents, audio/video, images, and more 33.33% of 12 reviewers that rated this feature as important or highly important Store, manage and track all forms in a centralized location 100.00% of 1 reviewers that rated this feature as important or highly important Managing service requests, incidents, IT issues & support with a ticketing system 0% of 0 reviewers... Combines live agent interactions with automated responses, allowing teams to scale service without sacrificing personalization. It helps manage volume spikes and ensures customers receive timely assistance across preferred channels. 0 reviewers rated this feature A call center that primarily receives calls, typically customer service focused 0% of 0 reviewers... Organize, prioritize, and manage incoming communications 133.33% of 3 reviewers that rated this feature as important or highly important Track interaction history by documenting conversations for contacts 50.00% of 2 reviewers that rated this feature as important or highly important Allow the audience to interact or engage with the content 0% of 0 reviewers... Identify and respond to unexpected problems or failures (ie. "negative events") 100.00% of 1 reviewers that rated this feature as important or highly important Record and follow the progress of every issue 66.67% of 3 reviewers that rated this feature as important or highly important Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response 33.33% of 6 reviewers that rated this feature as important or highly important Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support 37.50% of 8 reviewers that rated this feature as important or highly important Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills 44.44% of 9 reviewers that rated this feature as important or highly important Ability to chat online in real time 54.55% of 33 reviewers that rated this feature as important or highly important Templated responses for responding quickly to recurring support requests 0% of 0 reviewers... Agents choose who to call and when 16.67% of 6 reviewers that rated this feature as important or highly important Access software remotely via mobile devices 32.26% of 31 reviewers that rated this feature as important or highly important Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. 80.00% of 30 reviewers that rated this feature as important or highly important Collect information from multiple sources 0.00% of 5 reviewers that rated this feature as important or highly important Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels 0% of 0 reviewers... Process and analyze human language in text or audio form 100.00% of 1 reviewers that rated this feature as important or highly important Identify, track, and respond to negative feedback 14.29% of 7 reviewers that rated this feature as important or highly important Generate personalized communications upon request to meet customer needs 0% of 0 reviewers... Transmit voice and other information digitally 0% of 0 reviewers... A call center that primarily makes calls, typically sales focused 0% of 0 reviewers... A set of indicators that tracks the performance of networks, applications, systems, teams, etc. 50.00% of 8 reviewers that rated this feature as important or highly important Adjust communications based on previous interactions or personal preferences 0.00% of 1 reviewers that rated this feature as important or highly important Predict future data based on historical data sets 33.33% of 6 reviewers that rated this feature as important or highly important System calls multiple numbers at once and connects the agent to the first number that answers 50.00% of 2 reviewers that rated this feature as important or highly important Copy on the page or chat window encouraging the user to engage with the chat option 50.00% of 6 reviewers that rated this feature as important or highly important Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls 50.00% of 2 reviewers that rated this feature as important or highly important Systematic evaluation of various aspects of a project or service to prevent defects or issues 0% of 0 reviewers... Monitor wait time and abandonment for incoming requests that have not been routed 50.00% of 28 reviewers that rated this feature as important or highly important Engage in direct, instant messaging with customers, users, etc. 40.00% of 5 reviewers that rated this feature as important or highly important Enables instant communication across SMS, Twitter, Instagram, Facebook, and WhatsApp. The single-thread view helps agents backtrack conversations easily, though image pasting and chat exit indicators are limited. 46 reviewers rated this feature View and track pertinent metrics to find patterns and gain insights from data 51.43% of 35 reviewers that rated this feature as important or highly important Plan daily routes to optimize employee scheduling and provide directions 0% of 0 reviewers... Online portal through which end users can access the system, manage tasks, or obtain information 12.50% of 8 reviewers that rated this feature as important or highly important Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral 20.00% of 5 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution 25.00% of 4 reviewers that rated this feature as important or highly important Uses AI to surface relevant responses from your existing knowledge base, helping agents resolve inquiries faster and with greater consistency. It reduces repetitive tasks and ensures customers receive accurate, brand-aligned information. 0 reviewers rated this feature Integrates with platforms such as Shopify, BigCommerce, and Loop Returns to automate order tracking, refunds, and cancellations. This reduces manual work and allows agents to focus on more complex customer needs. 0 reviewers rated this feature Send messages via SMS 0% of 0 reviewers... Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. 40.00% of 5 reviewers that rated this feature as important or highly important Track activity on sites such as Facebook, Twitter, Instagram, etc. 0% of 0 reviewers... Consolidates conversations into a single thread and routes tickets to inboxes efficiently. Reviewers say it streamlines workflows, reduces duplication, and improves internal communication. 37 reviewers rated this feature Create and administer polls and surveys 0.00% of 7 reviewers that rated this feature as important or highly important Gauge satisfaction and receive information for improvement and success 43.75% of 16 reviewers that rated this feature as important or highly important Create, save, and re-purpose templates for emails, forms, etc. 0% of 0 reviewers... Process of extracting and classifying information from text, such as tweets, emails, product reviews, etc 0.00% of 3 reviewers that rated this feature as important or highly important Set up connections to third-party platforms to improve business processes 80.00% of 5 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues 0% of 0 reviewers... View messages sent by both parties during the chat conversation 48.28% of 29 reviewers that rated this feature as important or highly important Transfer queries and organize messages between agents 50.00% of 4 reviewers that rated this feature as important or highly important Centralizes help content for both agents and customers, ensuring consistent messaging and reducing the need for manual lookups. It supports faster onboarding and improves resolution quality by aligning responses across channels. 0 reviewers rated this feature Computer-based system that allows users to send and receive voice messages 50.00% of 4 reviewers that rated this feature as important or highly important Detects unstable network conditions during calls and alerts agents in real time. This helps maintain audio clarity and ensures smoother customer interactions. 0 reviewers rated this feature Create, design and manage workflows for repetitive tasks 50.00% of 10 reviewers that rated this feature as important or highly important Get Advice We can help you find the software with the features you need. Shephalii Kapoor Gladly’s top-rated features work to simplify agent workflows, reduce context-switching, and improve service consistency. The unified thread structure and real-time tools help teams stay focused, respond faster, and maintain clear records across channels. Features 4.8 (139) 4.8 Based on 139 reviews ## Pricing Gladly does not offer public pricing tiers; instead, costs are customized based on user roles, usage volume, and selected services. Analyst roles are billed per license, while Support and Task users are billed based on activity. Compared to the SMB average of $82 per user, per month, Gladly’s pricing may vary depending on contract terms and team composition. ### Starting price Contact vendor for pricing Free trial not available Shephalii Kapoor Senior Content Analyst Gladly’s pricing model is flexible but requires careful scoping; SMBs should factor in user roles and usage patterns to assess whether the platform fits their monthly budget. Value for money 4.8 (119) 4.8 Based on 119 reviews ## Integrations Gladly supports integrations through native and third-party links, primarily via its App Platform and REST APIs. These connections are designed to unify customer data, automate workflows, and extend functionality across support and communication systems. Popular integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Asana](https://www.capterra.com/p/184581/Asana-PM/)[ Shopify](https://www.capterra.com/p/83891/Shopify/)[ Twitter/X](https://www.capterra.com/p/214056/Twitter/)[ Typeform](https://www.capterra.com/p/137289/Typeform/)[ Adobe Commerce](https://www.capterra.com/p/227129/Magento-Commerce/)[ Klaviyo](https://www.capterra.com/p/156699/Klaviyo/)[ Swell](https://www.capterra.com/p/172802/Swell/) Shephalii Kapoor Senior Content Analyst Connecting Gladly with external systems helps your support team reduce manual entry, unify customer records, and automate service workflows—especially when handling high-volume, multi-channel interactions. 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. ## Support, customer service and training options Customer Service 4.8 (129) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.8 (129) 4.8 Based on 129 reviews ## User reviews Overall rating 4.8 Based on 139 reviews Filter by rating 5(115) 4(23) 3(1) 2(0) 1(0) Mentioned topic Sorted by most recent MA Manuel A. customer service rep Retail ### "GLADLY THE BEST TOOL FOR CUSTOMER SERVICE" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 2, 2026 Great! Its interface is very userfriendly, and oraganized. I would totally recommend t o take interactions. Pros It is a very use full tool to handle call, emails, and SMS, to bring the best help for our customers. Cons it should have more editing options for text on emails. but that is all is missing it is very complete. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SK Stephanie K. Senior Director of Customer Service Consumer Goods ### "Happy Gladly Customer" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 17, 2026 Gladly continues to support our commitment to elevating the customer experience, and the team has expressed strong appreciation for the platform’s thoughtful design and streamlined functionality. Pros One of the most favorable aspects has been its exceptional ease of use. The system’s intuitive layout allows our agents to navigate customer interactions quickly and confidently, reducing friction and improving productivity. The conversation-based structure—rather than a traditional ticketing model—has been a standout advantage. This approach provides a more natural, customer‑centric workflow, enabling our team to follow interactions seamlessly across channels and maintain full context in a single thread. As a result, we’re able to deliver faster, more personalized support while ensuring nothing gets lost in transition. Cons The reporting structure feels too segmented, requiring users to pull information from multiple areas rather than having access to a holistic, consolidated data view. Because most organizations in our industry rely on the same core metrics, having a pre‑built, unified dashboard that brings collective information together would be extremely valuable. A centralized reporting experience would reduce manual work, improve efficiency, and provide a clearer picture for decision‑making. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Transitioned support to inhouse team versus using a BPO. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reasons for choosing Gladly Ease of use and conversation format versus ticket # Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Vishvesh P. Marketing Executive Hospital & Health Care ### "Wonderful Platform That Easily Fixes the Multifaceted Customer Support Problem." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 December 25, 2025 We have encountered a number of issues with this product. 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 same time, the call will be disconnected after ringing for two seconds. Another issue is that there is no way to upload images and videos; without this feature we can not properly assign and track incidents for our support teams because we have very little communication with support staff on how to assign ours to each other. The website also has no personality or design that would make it fun for me and my team when dealing with irate customers. Having multiple page layouts would help keep some of us engaged during slow down times. Pros Gladly allows for all Customer communication channels conversation timelines, which provides support specialists necessary information to help resolve inquiries efficiently and Empoweringly. Gladly's Empowering Enviroment improves customer service, enables more successful resolutions, reduces repeat contacts, and ultimately makes it easier for customers and staff to work together. There are still some items we hope for, and I want to express my appreciation for the individuals who support me through Glady. Every week, they check in and provide updates about new features, meet my requests, and help me create more productive processes. I wholeheartedly endorse this application, as it can be quickly integrated and lets me keep all of my customer notes in one place, to help understand how my patrons' situations are evolving over time. Cons Extremely dedicated. Could not provide a better service for my clients. Because it has stored a detailed profile for each of my clients that contains important data about them, I can provide an exceptional level of service without wasting time. The members of my team have found this tool to be far more effective than our previous tool and are therefore very satisfied and productive with their experience with it. This is a tool that I highly recommend to anyone providing services to customers via multiple channels and parameters. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. JM Josie M. Custom Diet Plan Trainer Health, Wellness and Fitness ### "Highly recommend Gladly! " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 November 2, 2025 I highly recommend the product! Super easy to use and it allowed me to also keep notes all in one place so I could see what was going on with my clients. Pros I liked that I could see all emails from everyone in the company. I could trace everything back from my convos and anyone else, which was super helpful when talking with the clients. Cons Honestly, I really liked the platform and can't think of anything that I didn't like. It was very functional and easy to use. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Benjamin D. Sr. Director of Customer Experience Consumer Goods ### "Admin for over 6 Years, incredibly happy" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 November 2, 2025 Overall, incredibly positive. We have used them for years, and it is a great platform. I have continued to renew with them. When you are a D2C eCommerce brand I would highly recommend. Pros It's a wonderful CX platform. We handle oall of our volume via Gladly. A lot of out of the box featuresand we also use their AI products. Cons Not much, overall really happy with the platform. I would never say no to a decrease in pricing even though I think the pricing is fair based on the market. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Pricing, but also looking for an improvement in overall performance. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) [Kustomer](https://www.capterra.com/p/158128/Kustomer/) [Dixa](https://www.capterra.com/p/159488/Dixa/) Reasons for choosing Gladly Pricing and overall value. Also ease of use. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. JG Joseph G. Customer Experience Manager Retail ### "Great service but could be better. " 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 3.0 3.0 Customer Service 1.0 1.0 Likelihood to Recommend 6/10 October 13, 2025 Our experience was good, but there are other platforms in the industry that can provide the same experience and more. Pros What I liked most about Gladly was the sleek design of the CRM. I was able to understand each conversation and find information quickly. Cons What I did not like about Gladly was the reporting. There were a few pieces of manual work that had to be done to see some key metrics and statistics that should have been readily accessible. I also did not like that we had not been reached out to by any Account manager during the life of the contract, and were strong-armed into renewing due to the run-around provided when trying to reach one. Switched from [Kustomer](https://www.capterra.com/p/158128/Kustomer/) We made the switch due to features that were being deprecated. Alternatives considered [Gorgias](https://www.capterra.com/p/155357/Gorgias/) Reasons for choosing Gladly We chose Gladly due to the features and benefits it offered over Gorgias at the time of contract start. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. KV Kelly V. Director of CX Consumer Services ### "Gets the job done with great support" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 October 8, 2025 Overall, there were cons, but the pros did outweigh them. Now, we can direct conversations to team members who are actually available, instead of those who are already occupied, such as being on another call. As a result, we no longer miss calls, or if we do, we know exactly who we need to follow up with. This improvement has helped us provide better customer service and respond to clients more promptly. While I have mentioned that the reports occasionally present some challenges, they still offer valuable insights that we would not have otherwise. Pros Gladly has continued to make our work lives significantly more efficient and organized. Now, every type of communication with a client is consolidated in one place, which has streamlined our workflow. We are able to run reports based on Topics and other factors, giving us valuable insights. 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. Before Gladly, we had nothing comparable, so this has been a major improvement for us. All of this still holds true! Cons There are a few challenges with the reports that I wish were addressed to make them easier to read. For instance, the Task Export report does not provide a straightforward way to filter the data. I often find myself copying and pasting this report into an Excel sheet just to extract the information I need. Ideally, I would prefer to have all the necessary details included in a single report, with the option to have it automatically emailed to me on a regular basis. We've also encountered some technical issues with the rules, which haven't worked out for us so far. However, I want to emphasize that the support team is PHENOMENAL. Despite these difficulties, they are always very responsive and do their best to assist us. Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) [Kustomer](https://www.capterra.com/p/158128/Kustomer/) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reasons for choosing Gladly Salesforce was too robust and complex for what we were looking for. Kustomer and Zendesk were wonky and did not work well for us. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. JR Jennifer R. Director of Ecommerce Apparel & Fashion ### "Gladly Solves the Multi-Threaded Mess of Customer Support" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 8, 2025 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. Pros We love how Gladly unifies all customer interactions from every channel into a single, continuous conversation. It eliminates the confusion of juggling multiple threads and has proven to be far more efficient than other help desk platforms we've used. Cons While the AI optimization has been a bit slower compared to other help desks, our customers tend to prefer human interaction, so it hasn’t negatively impacted the overall experience. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We chose Gladly because of its unique ability to unify all customer interactions across channels into a single, continuous conversation. This approach eliminates the confusion of managing multiple threads and has significantly improved our team’s efficiency compared to other help desk platforms we've used. Alternatives considered [Gorgias](https://www.capterra.com/p/155357/Gorgias/) [Kustomer](https://www.capterra.com/p/158128/Kustomer/) Reasons for choosing Gladly We chose Gladly because of its unique ability to unify all customer interactions across channels into a single, continuous conversation. This approach eliminates the confusion of managing multiple threads and has significantly improved our team’s efficiency compared to other help desk platforms we've used. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AD Ashley D. Customer Experience Manager Apparel & Fashion ### "Truly one-of-a-kind CX platform and Best on the Market!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 8, 2025 Gladly has completely eliminated duplicate conversations for our team. With our previous CX platform, we constantly battled duplicates — customers reaching out via email, DMs, and text simultaneously. Now, because Gladly unifies every interaction under a single customer profile, we’re able to serve customers more efficiently and consistently meet our SLAs. On top of that, the Sidekick chatbot has been a huge asset. It helps customers with returns, order tracking, and other self-service needs, freeing up our agents to focus on higher-level, more personalized conversations that truly impact the customer experience. Pros Gladly is truly unlike any other platform on the market — and for good reason. It’s an innovative, all-in-one solution that empowers my team to deliver exceptional customer experiences. The reporting is incredibly detailed, giving us real-time visibility into performance, and the Task feature is a game changer — allowing us to easily follow up, collaborate across departments, and never let a customer slip through the cracks. It’s modern, intuitive, and built with CX teams in mind. Cons The only thing I’d love to see improved is social media comment integration. Direct messages roll in seamlessly, but having comments pull in as well would make the platform’s social functionality truly complete. Switched from [Gorgias](https://www.capterra.com/p/155357/Gorgias/) We switched to Gladly because our previous platform was ticket-based, expensive, and made it difficult to truly prioritize the customer. Managing endless tickets led to inefficiency, duplicate conversations, and a constant focus on backlog instead of people. Gladly completely changed that. By organizing every interaction under one unified customer profile, it eliminated duplicates and simplified communication. It’s more intuitive, more efficient, and far more aligned with how modern customer service should operate. Plus, it delivers better functionality and insights at a much better value than our previous system. Alternatives considered [Zowie](https://www.capterra.com/p/249975/Zowie/) [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reasons for choosing Gladly We chose Gladly because it’s truly different from every other platform out there. Unlike traditional ticket-based systems, Gladly is built around people — not cases — allowing us to put the customer first instead of constantly chasing a backlog. This shift has transformed how our team operates and how our customers experience support. Gladly also prevents cherry-picking, ensuring fair distribution of work and a more balanced workflow. The reporting and insights are incredibly valuable, giving me full visibility into each agent’s performance so I can coach effectively based on the complete picture — not just the numbers. It’s a smarter, more human way to do customer service. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. BR Brian R. Vice President, Customer Support Biotechnology ### "The perfect tool for startups and enterprise businesses" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 8, 2025 Pros Gladly has proven to be a strong tool for us as a startup. We were starting from nothing and Gladly's unified suite of products and seamless integrations proved to be the solution that best fit our needs. Cons 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 out to Support, those are not available. (Recharge Subscription cards being the primary one- we wanted an all in one solution, but unfortunately, have to maintain agent access to Recharge to manage subscriptions) Alternatives considered [Gorgias](https://www.capterra.com/p/155357/Gorgias/) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reasons for choosing Gladly The support and onboarding was much better and offered more integrations than the others. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/156723/Gladly/reviews/) ## FAQs Gladly offers custom pricing based on user roles and usage volume. Analyst roles are billed per license, while Support and Task users are billed based on activity. There is no publicly listed entry-level plan. Yes. Gladly allows agents to securely view and enter credit card information into your existing payment processor. It does not process payments directly and does not store card data long-term. Yes. Gladly supports integrations through its App Platform and APIs. It connects with tools for eCommerce, CRM, and analytics, though specific integrations depend on your setup and contract. Yes. Agent workstations used to view secure forms are in-scope for PCI-DSS certification. Only the requesting agent can view submitted credit card data, and access is time-limited 1. No. Gladly does not offer a free trial or freemium plan. All pricing is custom and based on contract terms, user roles, and selected services. Gladly uses a conversation timeline instead of tickets, allowing agents to view a customer’s full history across channels in one thread. This helps reduce repetition and improve service continuity. Yes. Gladly allows you to use your own voice service while still managing calls through its platform. This flexibility supports teams with existing telecom setups. Gladly is primarily designed for midsize and enterprise teams. Its pricing model and feature set may be less aligned with smaller teams unless they have high-volume support needs. ### Have more questions? Connect with one of our advisors for a free consultation and save time in your software search. ## Sources - **Capterra reviews data:** Capterra reviews are collected from verified users for individual software products. [Learn more about how we source our data](https://www.capterra.com/resources/proprietary-data-research/). - **Capterra Shortlist:** Capterra Shortlist identifies the top products in our software categories based on a proprietary blend of user ratings and popularity. [Read the complete methodology here](https://www.capterra.com/resources/proprietary-data-research/#capterra-shortlist-methodology). - This product information came from Gladly’s own online content in August 2025, including the product's website and its social media channels. ## Related reading ### [7 Top-Rated Free Help Desk Software](https://www.capterra.com/resources/best-free-help-desk-software-tools/) Published August 14, 2023 by [Preksha Buttan](https://www.capterra.com/resources/author/pbuttan/) ### [AI and Agencies: Trends That Will Influence Customer Service Strategy in 2025](https://www.capterra.com/resources/customer-service-trends/) Published October 15, 2024 by [Mike Hindley](https://www.capterra.com/resources/author/mike-hindley/) and [Kathryn Todd](https://www.capterra.com/resources/author/kathryn-todd/) ### [5 Top-Rated CRM Software for Small Businesses](https://www.capterra.com/resources/crm-software-for-small-business/) Published October 29, 2024 by [Barkha Bali](https://www.capterra.com/resources/author/bbali/) and [Mehar Luthra](https://www.capterra.com/resources/author/mehar-luthra/) Popular comparisons [Zendesk Suite vs Gladly](https://www.capterra.com/compare/156723-164283/Gladly-vs-Zendesk)[LiveAgent vs Gladly](https://www.capterra.com/compare/102188-156723/LiveAgent-vs-Gladly)[Freshdesk vs Gladly](https://www.capterra.com/compare/124981-156723/Freshdesk-vs-Gladly)[Tidio vs Gladly](https://www.capterra.com/compare/144040-156723/Tidio-Chat-vs-Gladly)[HelpDesk vs Gladly](https://www.capterra.com/compare/156723-185973/Gladly-vs-HelpDesk)[Zoho Desk vs Gladly](https://www.capterra.com/compare/156723-169505/Gladly-vs-Zoho-Desk) [Intercom vs Gladly](https://www.capterra.com/compare/134347-156723/Intercom-vs-Gladly)[Superchat vs Gladly](https://www.capterra.com/compare/156723-210968/Gladly-vs-Superchat)[JustCall vs Gladly](https://www.capterra.com/compare/156723-157853/Gladly-vs-JustCall)[CXone Mpower vs Gladly](https://www.capterra.com/compare/134775-156723/inContact-Call-Center-Software-vs-Gladly)[UJET vs Gladly](https://www.capterra.com/compare/156723-164070/Gladly-vs-UJET)[Gorgias vs Gladly](https://www.capterra.com/compare/155357-156723/Gorgias-vs-Gladly)  Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider's website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/)