Gladly vs Gorgias

Zendesk Suite

Salesforce Sales Cloud

LiveAgent

Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

Salesforce Sales Cloud is a cloud-based Customer Relationship Management (CRM) application from Salesforce. The platform combines human sales professionals with AI-powered automation, data, and intelligence. This integrated solution is designed to help businesses of all sizes and industries.

Award-winning live chat, help desk, ticketing and call center software with powerful AI features. Start for free with a 30-day trial.

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

Activity Tracking

Agent Interface

AI Copilot

AI/Machine Learning

Alerts/Escalation

Automated Responses

Automated Routing

Automatic Call Distribution

Autoresponders

Batch Communications

Blended Call Center

Call Center Management

Call Conferencing

Call Logging

Call Monitoring

Call Recording

Call Routing

Call Scripting

Campaign Management

Canned Responses

Case Management

Chatbot

Chat/Messaging

Computer Telephony Integration

Content Management

Customer Communication

Customer Complaint Tracking

Customer Database

Customer Support

Customizable Branding

Dashboard

Document Storage

Email Management

Feedback Management

File Sharing

Forms Management

Help Desk Management

Inbound Call Center

Inbox Management

Interaction Tracking

Interactive Content

Issue Management

Issue Tracking

Knowledge Base Management

Knowledge Management

Live Chat

Macros/Templated Responses

Manual Dialer

Mobile Access

Multi-Channel Communication

Multi-Channel Data Collection

Multi-Channel Management

Natural Language Processing

Negative Feedback Management

On-Demand Communications

Online Voice Transmission

Outbound Call Center

Performance Metrics

Personalization

Predictive Analytics

Predictive Dialer

Proactive Chat

Progressive Dialer

Quality Assurance

Queue Management

Real-Time Chat

Real-time Consumer-facing Chat

Reporting/Analytics

Routing

Self Service Portal

Sentiment Analysis

Service Level Agreement (SLA) Management

SMS Messaging

Social Media Integration

Social Media Monitoring

Support Ticket Management

Survey/Poll Management

Surveys & Feedback

Template Management

Text Analysis

Third-Party Integrations

Ticket Management

Transcripts/Chat History

Transfers/Routing

Voice Mail

Workflow Management

Gladly

Web-based

Gorgias

Freshdesk

NiCE CXone

Basic

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.

Marketing Executive

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.

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.

Gladly allows for all Customer communication channels conversation timelines, which provides support specialists necessary information to help resolve inquiries efficiently and Empoweringly.

Customer Experience Manager

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.

Customer Success Associate

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.

Every week, they check in and provide updates about new features, meet my requests, and help me create more productive processes.

Having multiple page layouts would help keep some of us engaged during slow down times.

Having personal saved versions of Liveboards, like having different versions of a Liveboards with different teams and inboxes selected.

customer service rep

it should have more editing options for text on emails. but that is all is missing it is very complete.

As a result, we’re able to deliver faster, more personalized support while ensuring nothing gets lost in transition.

Vice President, Customer Support

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.

Custom Diet Plan Trainer

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.

Being able to enter in dashes when searching phone numbers in the search bar.

Sr. Director of Customer Experience

A lot of out of the box featuresand we also use their AI products.

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.

Only like an admin level should be able to write in those chats or emails if it’s not assigned to them.

Be able to add scheduled holiday time for chats to be open, like the IVR.

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.

Director of CX

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

Director of Ecommerce

We love how Gladly unifies all customer interactions from every channel into a single, continuous conversation.

Showing agents’ name on the front end when customers are chatting in with them

Team Lead

Reporting can take some time to understand and some of the terminology that Gladly uses can be a tad confusing at first.

Advanced Customer Care

When entering notes, you cannot see them if you switch to another method such as text or email.

Gladly has completely eliminated duplicate conversations for our team.

We have encountered a number of issues with this product.

We've also encountered some technical issues with the rules, which haven't worked out for us so far.

What I like most about Gladly is that it brings everything together in one place.

I also want to highlight the people behind the platform.

What I liked most about Gladly was the sleek design of the CRM.

Engagement Manager

Routing calls to other places with it coming back to gladly.

On top of that, the Sidekick chatbot has been a huge asset.

Research Team Lead

It was a highly positive experience with more personalised communication between my teammates and the clients.

Really helped to have all customer data in one place

Overall, there were cons, but the pros did outweigh them.  

The experience with Gladly as a platform and all of the folks we have worked with there has been great!

Customer service agent

This software is used to measure my productivity, when I am coaching new hires and do not interact with it for 45 to 60 minutes it takes me out without previous notice and when I realize it, already passed more than 10 minutes.  

Customer care supervisor

The way the system integrates tasks, comments, notes and pings to be able to fully assist a customer, even between various different departments to finish the interaction properly and timely.

Before Gladly, we had nothing comparable, so this has been a major improvement for us.

Furthermore, my favorite color is green, which is one of the many reasons why I love gladly; the icons and design are eye-catching and simple to read.

Senior Director Sales Marketing

In addition, having a distinct layout will keep certain employees from getting bored during sluggish periods.

Customer Service Representative

It allows customers to get on different channels at same time  - causes calls to be transferred when you just completed or are working on the order -

Customer Care Coordinator

I love that all channels feed into this one location so you have all ways that a customer has reached out all in one profile and the more you build the profile the better it works and is more helpful to support staff and most importantly the customer!

Floor Manager

Whenever a customer reaches out to multiple channels, the SLA is counted in each of the channels so it results to inaccurate data as an agent is only able to assist in one channel at a time

Customer Experience Advisor

I wish I could change the light theme to a dark theme and also have the option to have auto suggestions for answers to use, based on what it thinks the customer is looking for.

Customer Service

You can access the transcript or history of chats at any time that you need to, and it guides you to the correct place every time.

Quality Sortation Associate

Since it is mainly dependent on internet connection when you are working at home and you don't have good and reliable service - you experience lagging and freezing which affects productivity.

Customer Conversations

Email and Chat

Bugs and Issues

Ease of Use

Reporting

Integrations

Customer Efficiency

Search and Answer

Small Business

Large Enterprises

Mid-size Business

Gladly Software

The conversational AI platform for ecommerce that drives sales and resolves support inquiries through hyper-personalized, instant customer interactions.

Activity Dashboard

Contact Management

Customer History

Customizable Templates

Email Templates

Multi-Language

Offline Form

Support Ticket Tracking

Tagging

The Gorgias integration most frequently cited by reviewers is Shopify, an eCommerce product rated 4.9 out of 5 for its integration with Gorgias.

By industry, Gorgias reviewers are most commonly professionals in retail (26%). The most frequent use case for Gorgias cited by reviewers is customer service (85% of reviewers).

Gladly vs Gorgias Comparison (2026)

Gladly

Gorgias

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives