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Zendesk Suite vs Gladly Comparison (2026)
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Good recommendations?
Zendesk Suite
4.4
(4K)5
2.2K
4
1.3K
3
318
2
65
1
53
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Gladly
4.8
(140)5
116
4
23
3
1
2
0
1
0
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Overview
Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets easily. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from 700+ app integrations.
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
- 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
Video & Screenshots
Pricing
User reviews
4.4
4K
5
4
3
2
1
2.2K
1.3K
318
65
53
- Value for money
- Ease of use
- Features
- Customer support
73%
would recommend this app4.8
140
5
4
3
2
1
116
23
1
0
0
- Value for money
- Ease of use
- Features
- Customer support
91%
would recommend this appPros
“The automation features, reporting dashboards, and integrations with other tools are also very helpful for managing workflows and tracking performance.”
SP
Sonu P.
Systems Analyst
“The setup process was smooth, and the platform provides useful features for managing emails, tickets, and team collaboration.”
TG
Tushar G.
Cloud Engineer
“The ability to customise workflows and automate parts of the process is especially helpful, and the reporting tools make it easy to see what’s working well.”
IN
Inamari N.
Customer Account Support
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.”
SK
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.”
SK
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.”
VP
Vishvesh P.
Marketing Executive
Cons
“I'm not a huge fan of the UI clutter when creating a new ticket, but it's not a huge deal and our team's learned to navigate it after a few weeks.”
MT
Maisie T.
Customer Support Specialist
“Sometimes it limits me the way Zendesk suite handles follow up tickets when a ticket is closed. When a customer replies after closure, he creates a new thread instead of responding to previous one.”
MN
Musawenkosi N.
Technical Support Officer
“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 platform during that period. Despite multiple attempts to resolve this issue, including contacting customer support, we have encountered an unhelpful response.”
YK
Yevgeniy K.
Data Analyst
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.”
JV
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.”
JG
Joseph G.
Customer Experience Manager
“For instance, the Task Export report does not provide a straightforward way to filter the data.”
KV
Kelly V.
Director of CX
- Vendor responds to reviews
- Last review10 days ago
- Vendor responds to reviews
- Last reviewa month ago
Key features
- Total features180
- AI Copilot
- AI/Machine Learning
- API
- Account Alerts
- Account Management
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Archiving & Retention
- Asset Tracking
- Assignment Management
- Audit Trail
- Automated Responses
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Availability Management
- Batch Communications
- Blended Call Center
- CMDB
- CRM
- Call Center Management
- Call Conferencing
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Caller ID
- Campaign Management
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Chatbot
- Churn Management
- Client Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Complaint Monitoring
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Management
- Content Creation
- Content Management
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Portal
- Customer Segmentation
- Customer Service Analytics
- Customer Social Profiles
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions/Forums
- Document Storage
- Drag & Drop
- Email Management
- Email Templates
- Email Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- Filtering
- For Insurance Industry
- For Startups
- For iPad Devices
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Group Management
- Health Score
- Help Desk Management
- IVR
- Inbound Call Center
- Inbox Management
- Incident Management
- Interaction Tracking
- Interactive Content
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Lead Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Mobile App
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Scripts
- Natural Language Processing
- Negative Feedback Management
- Offline Form
- On-Demand Communications
- On-Demand Recording
- Onboarding
- Online Forums
- Online Voice Transmission
- Outbound Call Center
- Performance Metrics
- Personalization
- Phone Key Input
- Predictive Analytics
- Predictive Dialer
- Prioritization
- Proactive Chat
- Problem Management
- Procurement Management
- Progressive Dialer
- Project Management
- Projections
- Quality Assurance
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recording
- Recurring Issues
- Release Management
- Reporting & Statistics
- Reporting/Analytics
- Revenue Management
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Sales Pipeline Management
- Screen Sharing
- Search
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Template Management
- Templates
- Text Analysis
- Text Editing
- Text to Speech
- Third-Party Integrations
- Ticket Management
- Transcripts/Chat History
- Transfers/Routing
- Trend Analysis
- Usage Tracking/Analytics
- Voice Mail
- Workflow Management
- Total features88
- AI Copilot
- AI/Machine Learning
- API
- Account Alerts
- Account Management
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Archiving & Retention
- Asset Tracking
- Assignment Management
- Audit Trail
- Automated Responses
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Availability Management
- Batch Communications
- Blended Call Center
- CMDB
- CRM
- Call Center Management
- Call Conferencing
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Caller ID
- Campaign Management
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Chatbot
- Churn Management
- Client Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Complaint Monitoring
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Management
- Content Creation
- Content Management
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Portal
- Customer Segmentation
- Customer Service Analytics
- Customer Social Profiles
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions/Forums
- Document Storage
- Drag & Drop
- Email Management
- Email Templates
- Email Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- Filtering
- For Insurance Industry
- For Startups
- For iPad Devices
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Group Management
- Health Score
- Help Desk Management
- IVR
- Inbound Call Center
- Inbox Management
- Incident Management
- Interaction Tracking
- Interactive Content
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Lead Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Mobile App
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Scripts
- Natural Language Processing
- Negative Feedback Management
- Offline Form
- On-Demand Communications
- On-Demand Recording
- Onboarding
- Online Forums
- Online Voice Transmission
- Outbound Call Center
- Performance Metrics
- Personalization
- Phone Key Input
- Predictive Analytics
- Predictive Dialer
- Prioritization
- Proactive Chat
- Problem Management
- Procurement Management
- Progressive Dialer
- Project Management
- Projections
- Quality Assurance
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recording
- Recurring Issues
- Release Management
- Reporting & Statistics
- Reporting/Analytics
- Revenue Management
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Sales Pipeline Management
- Screen Sharing
- Search
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Template Management
- Templates
- Text Analysis
- Text Editing
- Text to Speech
- Third-Party Integrations
- Ticket Management
- Transcripts/Chat History
- Transfers/Routing
- Trend Analysis
- Usage Tracking/Analytics
- Voice Mail
- Workflow Management
Integrations
- Total integrations215
- 123FormBuilder
- 3CLogic
- AWeber
- ActiveCampaign
- Ada
- Adobe Commerce
- Agile CRM
- Aha!
- Aircall
- Akita
- Algolia
- Ameyo
- Asana
- Assembled
- Asset Panda
- Autotask PSA
- Azuqua
- Beanstalk
- Bedrock Data
- Benchmark Email
- BigCommerce
- BigTime Enterprise PSA
- Bird
- Bloomfire
- Box
- Breeze
- Brushfire
- Built.io Flow
- Calabrio ONE
- Calendly
- Callmaker
- Capsule
- ChargeDesk
- ChargeOver
- Chargebee
- ChartMogul
- CheckMarket
- Cirrus Insight
- ClicData
- ClickDesk
- ClickHelp
- Close
- CloudAgent
- Crisp
- Customer Thermometer
- Cyclr
- Cyfe
- Databox
- Delighted
- Device42, A Freshworks Company
- Dialpad
- Dropbox
- Drupal
- EZ Texting
- EZO EAM
- Easy Insight
- Elastic Enterprise Search
- Emma by Marigold
- Five9
- Fivetran
- Flowlu
- Formstack Forms
- Formstack Suite
- FreshBooks
- Freshdesk
- FullContact
- Gainsight CS
- Geckoboard
- Genesys Cloud CX
- GetResponse
- Gmail
- Google Analytics 360
- HappyFox Chat
- Harvest
- Helpjuice
- Helpshift
- Hexnode UEM
- Higher Logic Thrive
- Higher Logic Vanilla
- Highrise
- Hightouch
- Hippo Video
- Hootsuite
- HubSpot CRM
- Hubstaff
- Humanity Schedule
- Idiomatic
- Igloo
- Inbenta
- Jira
- Jitterbit
- Joomla
- Keap
- Kixie PowerCall & SMS
- Klaviyo
- Kommo
- Kudos
- Lessonly
- Lime Connect
- Litmos
- LiveChat
- LiveOps
- LogMeIn Rescue
- LoginRadius
- Loop
- Luciq
- MaestroQA
- ManageEngine ADManager Plus
- ManageEngine Endpoint Central
- Medallia Agent Connect
- Medallia Experience Cloud
- MeisterTask
- Membrain
- Messenger
- Meta for Business
- Microsoft Excel
- Microsoft Outlook
- Microsoft Viva Engage
- Mixpanel
- Moxo
- MyFeelBack
- Nextiva
- NiCE CXone
- Nicereply
- Nutshell
- Okta
- Olark
- OneLogin
- Operations Hub
- OpsGenie
- OrderGroove
- OroCRM
- OutSystems
- PagerDuty
- PandaDoc
- Pendo
- Pipedrive
- Pivotal Tracker
- Pixlee TurnTo
- Planview PPM Pro
- Playvox
- Plecto
- Podio
- PrestaShop
- ProProfs Knowledge Base
- Productboard
- QuickBooks Online Advanced
- Quip
- Quiq
- Recharge
- Redmine
- ReturnLogic
- SAP Business One
- Sailthru
- SalesSeek
- Salesforce Sales Cloud
- ScreenConnect
- ScreenSteps
- Segment
- Serviceware Knowledge
- Setmore
- Sharpen
- ShipHero
- Shopify
- Simplesat
- Simplr SFA
- Skilljar Customer Education
- Skyvia
- Slack
- Slemma
- Smartling
- Smartlook
- Smartsheet
- Smile.io
- SolarWinds Service Desk
- Solve CRM
- Spinify
- SpiraTeam
- Spree
- Sprinklr
- Sprout Social
- SupportSync
- SurveyLab
- Swell
- TMetric
- Talkdesk
- TeamViewer ONE
- Teamgate
- Teamwork.com
- Time Doctor
- TimeCamp
- TimeLog
- Totango
- Tray.io
- Trello
- Truly
- Trustpilot
- Twilio
- Twitter/X
- Typeform
- UserVoice
- Usersnap
- ValueOps
- Velaro
- VeriShow
- Vidyard
- Vivocha
- WHMCS
- Wistia
- WooCommerce
- Woopra
- WordPress
- Workato
- WorkflowMax
- XCALLY
- XM for Customer Experience
- XTM Transifex
- Yext
- Yodiz
- Yonyx
- Yotpo
- Zapier
- Zen Cart
- Zendesk Sell
- Zight
- Zingtree
- Zoho Analytics
- Zoho Assist
- Zoho Billing
- Zoho Books
- Zoho CRM
- Zoho Inventory
- Zoho Invoice
- Zoom Workplace
- elevio
- eyeson
- iorad
- kintone
- miniOrange
- xMatters
- Total integrations34
- 123FormBuilder
- 3CLogic
- AWeber
- ActiveCampaign
- Ada
- Adobe Commerce
- Agile CRM
- Aha!
- Aircall
- Akita
- Algolia
- Ameyo
- Asana
- Assembled
- Asset Panda
- Autotask PSA
- Azuqua
- Beanstalk
- Bedrock Data
- Benchmark Email
- BigCommerce
- BigTime Enterprise PSA
- Bird
- Bloomfire
- Box
- Breeze
- Brushfire
- Built.io Flow
- Calabrio ONE
- Calendly
- Callmaker
- Capsule
- ChargeDesk
- ChargeOver
- Chargebee
- ChartMogul
- CheckMarket
- Cirrus Insight
- ClicData
- ClickDesk
- ClickHelp
- Close
- CloudAgent
- Crisp
- Customer Thermometer
- Cyclr
- Cyfe
- Databox
- Delighted
- Device42, A Freshworks Company
- Dialpad
- Dropbox
- Drupal
- EZ Texting
- EZO EAM
- Easy Insight
- Elastic Enterprise Search
- Emma by Marigold
- Five9
- Fivetran
- Flowlu
- Formstack Forms
- Formstack Suite
- FreshBooks
- Freshdesk
- FullContact
- Gainsight CS
- Geckoboard
- Genesys Cloud CX
- GetResponse
- Gmail
- Google Analytics 360
- HappyFox Chat
- Harvest
- Helpjuice
- Helpshift
- Hexnode UEM
- Higher Logic Thrive
- Higher Logic Vanilla
- Highrise
- Hightouch
- Hippo Video
- Hootsuite
- HubSpot CRM
- Hubstaff
- Humanity Schedule
- Idiomatic
- Igloo
- Inbenta
- Jira
- Jitterbit
- Joomla
- Keap
- Kixie PowerCall & SMS
- Klaviyo
- Kommo
- Kudos
- Lessonly
- Lime Connect
- Litmos
- LiveChat
- LiveOps
- LogMeIn Rescue
- LoginRadius
- Loop
- Luciq
- MaestroQA
- ManageEngine ADManager Plus
- ManageEngine Endpoint Central
- Medallia Agent Connect
- Medallia Experience Cloud
- MeisterTask
- Membrain
- Messenger
- Meta for Business
- Microsoft Excel
- Microsoft Outlook
- Microsoft Viva Engage
- Mixpanel
- Moxo
- MyFeelBack
- Nextiva
- NiCE CXone
- Nicereply
- Nutshell
- Okta
- Olark
- OneLogin
- Operations Hub
- OpsGenie
- OrderGroove
- OroCRM
- OutSystems
- PagerDuty
- PandaDoc
- Pendo
- Pipedrive
- Pivotal Tracker
- Pixlee TurnTo
- Planview PPM Pro
- Playvox
- Plecto
- Podio
- PrestaShop
- ProProfs Knowledge Base
- Productboard
- QuickBooks Online Advanced
- Quip
- Quiq
- Recharge
- Redmine
- ReturnLogic
- SAP Business One
- Sailthru
- SalesSeek
- Salesforce Sales Cloud
- ScreenConnect
- ScreenSteps
- Segment
- Serviceware Knowledge
- Setmore
- Sharpen
- ShipHero
- Shopify
- Simplesat
- Simplr SFA
- Skilljar Customer Education
- Skyvia
- Slack
- Slemma
- Smartling
- Smartlook
- Smartsheet
- Smile.io
- SolarWinds Service Desk
- Solve CRM
- Spinify
- SpiraTeam
- Spree
- Sprinklr
- Sprout Social
- SupportSync
- SurveyLab
- Swell
- TMetric
- Talkdesk
- TeamViewer ONE
- Teamgate
- Teamwork.com
- Time Doctor
- TimeCamp
- TimeLog
- Totango
- Tray.io
- Trello
- Truly
- Trustpilot
- Twilio
- Twitter/X
- Typeform
- UserVoice
- Usersnap
- ValueOps
- Velaro
- VeriShow
- Vidyard
- Vivocha
- WHMCS
- Wistia
- WooCommerce
- Woopra
- WordPress
- Workato
- WorkflowMax
- XCALLY
- XM for Customer Experience
- XTM Transifex
- Yext
- Yodiz
- Yonyx
- Yotpo
- Zapier
- Zen Cart
- Zendesk Sell
- Zight
- Zingtree
- Zoho Analytics
- Zoho Assist
- Zoho Billing
- Zoho Books
- Zoho CRM
- Zoho Inventory
- Zoho Invoice
- Zoom Workplace
- elevio
- eyeson
- iorad
- kintone
- miniOrange
- xMatters
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