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Freshdesk vs Gladly Comparison (2026)

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Good recommendations?

Freshdesk

Gladly

Overview

Freshdesk is a cloud-based customer service software that helps businesses of all sizes engage with customers across email, phone, c...

Gladly is a modern customer service platform that powers fast, personal, AI-assisted support—no tickets, no silos, just seamless conversations.

Platforms supported

Web-based
iPhone app
Android app
Windows Phone app

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Customer support

Phone
Online
Knowledge base
Video tutorials

view more detailsview details

Platforms supported

Web-based
iPhone app
Android app
Windows Phone app

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Customer support

Phone
Online
Knowledge base
Video tutorials

view more detailsview details

Video & Screenshots

Pricing

Starting from

/user

Per month

Free trial available
Credit cardless trial
Free account
Subscription based

Starting from

No pricing info

Free trial available
Credit cardless trial
Free account
Subscription based

User reviews

4.5

3.4K

1.2K

166

Value for money

Ease of use

Features

Customer support

81%

would recommend this app

4.8

140

116

Value for money

Ease of use

Features

Customer support

91%

would recommend this app

Pros

“Freshdesk makes our customer support operations seamless with its wide range of features such as ticketing, knowledge base management, and command center capabilities, helping teams manage customer interactions more efficiently.”

Manijith P.

Graphics Hardware Engineer

“Freshdesk helped the team manage customer inquiries and internal requests more efficiently through its structured ticketing system, automation features, and clear communication flow.”

Johny D.

CSO and Helpdesk Global Lead

“I've used it for almost a year in a customer support role, and it has helped streamline daily workflows through its clean UI, reporting features, and support tools.”

CH L.

Customer experience specialist

Pros

“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.”

Stephanie K.

Senior Director of Customer Service

“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.”

Stephanie K.

Senior Director of Customer Service

“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.”

Vishvesh P.

Marketing Executive

Cons

“The interface feels cluttered and messy at times, and the workflows can be confusing and difficult to navigate, especially when managing different features and settings.”

Kosana A.

QA Analyst

“Some advanced automations and setting up certain integrations can be a bit complex at first if you don't have a technical background.”

Pablo G.

Customer Support

“When viewing the ticket, there does not appear to be enough opportunities for some information to be provided, like the friendly name of the company.”

Jesse Z.

Software Developer

Cons

“Being able to assign answer audiences at an agent level when logged into admin, or a group level When looking at agents in Live boards, In the list of agents, you cannot see who is on what team, like if you had all teams assigned to you, in the list, there are no criteria that show what team they are on When transferring a chat to a specific agent, in Gladly, you are not able to see if they are available or not.”

JR V.

Customer Success Associate

“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.”

Joseph G.

Customer Experience Manager

“For instance, the Task Export report does not provide a straightforward way to filter the data.”

Kelly V.

Director of CX