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Gladly vs HelpDesk Comparison

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Overview

Gladly is a cloud-based customer service platform that helps agents to track client communication occurring on multiple channels...

Category Leaders

HelpDesk is an online ticketing system that simplifies your customer service efforts. Delight your customers with excellent...

  • 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
  • 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

Screenshots

Pricing

Starting from
$

38

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

4

/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5.0

5

4

3

2

1

1

0

0

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

4.5

5

4

3

2

1

18

7

4

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

Not enoughreviews yet

Pros

We care about the individual approach to the customer, and HelpDesk supports us in this. Thanks to the teams, the customer can be assigned to the appropriate department.
I love how it makes our tasks easier and we're excited to discover more of its other features that we can use in our other lines of business.
Overall, this feature has been super useful to my business, highly recommend.

Cons

Not enoughreviews yet

Cons

The spam filter is also quite annoying, while it does block a lot of spam emails, we've missed quite a few non-spam tickets, resulting in upset clients.
About creating password that is most be be problem in this software.
Emails get caught in Spam sometimes when they aren't spam.
  • Vendor responds to reviews
  • Last reviewN/A
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features89
  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Batch Communications
  • Blended Call Center
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Canned Responses
  • Case Management
  • Chat Transcript
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Complaint Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customer Profiles
  • Customer Service Analytics
  • Customizable Branding
  • Dashboard
  • Document Storage
  • Email Distribution
  • Email Management
  • Email Tracking
  • Feedback Management
  • File Sharing
  • Filtering
  • Forms Management
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Negative Feedback Management
  • Network Monitoring
  • On-Demand Communications
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Predictive Analytics
  • Predictive Dialer
  • Proactive Chat
  • Problem Management
  • Productivity Analysis
  • Progressive Dialer
  • Quality Assurance
  • Queue Management
  • Ratings / Reviews
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Routing
  • SMS Messaging
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Video Support
  • Visual Analytics
  • Voice Mail
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management
  • Total features65
  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Batch Communications
  • Blended Call Center
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Canned Responses
  • Case Management
  • Chat Transcript
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Complaint Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customer Profiles
  • Customer Service Analytics
  • Customizable Branding
  • Dashboard
  • Document Storage
  • Email Distribution
  • Email Management
  • Email Tracking
  • Feedback Management
  • File Sharing
  • Filtering
  • Forms Management
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Interactive Content
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Negative Feedback Management
  • Network Monitoring
  • On-Demand Communications
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Predictive Analytics
  • Predictive Dialer
  • Proactive Chat
  • Problem Management
  • Productivity Analysis
  • Progressive Dialer
  • Quality Assurance
  • Queue Management
  • Ratings / Reviews
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Routing
  • SMS Messaging
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Video Support
  • Visual Analytics
  • Voice Mail
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations3
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations2
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

Gladly vs. HelpDesk

See how Gladly and HelpDesk stack up against each other by comparing features, pricing, ratings, integrations, security & more.