Compare Gladly and Zendesk for Customer Service 
At a Glance
Market Segments
Mid-Market (61.0% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
Gladly
Star Rating
(1,103)4.7 out of 5
Market Segments
Mid-Market (61.0% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about GladlyZendesk for Customer Service
Star Rating
(6,798)4.3 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in providing a streamlined user experience, with many users appreciating its minimalist design and intuitive interface. This makes managing customer queries more efficient, as all tickets and emails are consolidated in one place, allowing for quicker responses.
- Users say that Gladly stands out for its unique approach to customer interactions, particularly with its "Customer Timeline" feature. This allows agents to view all customer communications in a single, scrollable timeline, which helps prevent information from falling through the cracks and enhances the overall customer experience.
- According to verified reviews, Zendesk for Customer Service is praised for its robust generative AI capabilities, which assist in creating multi-level responses based on customer inquiries. This feature is particularly beneficial for teams looking to improve response times and efficiency in handling customer support.
- Reviewers mention that Gladly's focus on keeping customer conversations together, rather than dividing them into separate tickets, creates a more natural workflow for agents. This approach has been highlighted as a key factor in how seamlessly it integrates into daily operations for users.
- G2 reviewers highlight that while Zendesk for Customer Service has a higher overall satisfaction score, Gladly receives commendations for its ease of use and setup. Users appreciate the straightforward onboarding process, which allows teams to get up and running quickly without extensive training.
- Users report that Zendesk for Customer Service, despite its higher G2 score, faces challenges in meeting specific workflow needs for some users, with configuration complexities noted. In contrast, Gladly's design is often described as more adaptable to individual user preferences, making it a favorable choice for teams with unique requirements.
Pricing
Entry-Level Pricing
Gladly
No pricing availableZendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Gladly
No trial information availableZendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
9.3
793
8.6
5,178
Ease of Use
9.5
799
8.6
5,286
Ease of Setup
9.3
309
8.0
3,247
Ease of Admin
9.2
177
8.2
3,113
Quality of Support
9.4
756
8.4
4,914
Has the product been a good partner in doing business?
9.5
177
8.4
3,036
Product Direction (% positive)
9.4
761
8.0
4,833
Features by Category
Ticket and Case Management
9.2
198
|
Verified
8.8
2581
|
Verified
9.2
200
|
Verified
8.7
2608
|
Verified
9.2
210
|
Verified
8.5
2536
|
Verified
9.1
205
|
Verified
8.4
2370
|
Verified
9.1
175
|
Verified
8.2
1932
|
Verified
9.2
198
|
Verified
8.4
2408
|
Verified
9.3
196
|
Verified
8.6
2409
|
Verified
9.3
205
|
Verified
8.3
1864
|
Verified
Generative AI
8.3
65
7.6
387
8.5
66
7.6
386
Agentic AI - Help Desk
8.4
29
7.8
246
8.3
29
7.9
244
8.3
28
8.0
246
Communication Channels
9.4
209
|
Verified
8.5
2067
|
Verified
9.5
219
|
Verified
8.8
2330
|
Verified
9.5
211
|
Verified
8.4
1745
|
Verified
8.9
174
|
Verified
8.0
1435
|
Verified
9.1
203
|
Verified
8.0
1323
|
Verified
Platform
8.2
141
|
Verified
7.7
1390
|
Verified
8.6
252
|
Verified
8.0
1781
|
Verified
9.2
155
|
Verified
8.3
1956
|
Verified
9.1
158
|
Verified
8.2
1766
|
Verified
8.8
157
|
Verified
7.9
2367
|
Verified
9.3
156
|
Verified
8.0
2418
|
Verified
Usability
Not enough data
8.3
665
Not enough data
8.3
661
Not enough data
8.4
634
Reporting
Not enough data
8.3
587
Not enough data
7.9
562
Not enough data
8.2
643
Generative AI
Not enough data
7.3
177
Not enough data
7.2
176
Channels
9.4
424
Not enough data
9.2
356
Not enough data
9.4
392
Not enough data
9.2
386
Not enough data
9.5
428
Not enough data
Generative AI
8.6
146
Not enough data
Functions
9.0
384
Not enough data
9.1
390
Not enough data
9.1
368
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
9.0
344
Not enough data
9.0
376
Not enough data
9.1
368
Not enough data
Agentic AI - Contact Center
7.9
26
Not enough data
8.8
26
Not enough data
8.3
26
Not enough data
8.3
26
Not enough data
Administrative
9.4
395
Not enough data
9.2
346
Not enough data
9.2
381
Not enough data
9.4
383
Not enough data
9.1
347
Not enough data
Responses
Not enough data
8.2
62
Not enough data
8.6
69
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.4
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.5
25
Not enough data
7.8
25
Platform
Not enough data
8.2
67
Not enough data
8.2
65
Not enough data
8.4
62
Autonomy - AI Agents
Not enough data
7.8
24
Not enough data
7.4
25
Not enough data
7.4
26
Not enough data
7.5
26
Generative AI
Not enough data
7.6
31
Not enough data
8.1
30
Responses
Not enough data
8.1
466
Not enough data
8.1
464
Not enough data
8.3
447
Not enough data
8.1
446
Not enough data
8.1
355
Platform
Not enough data
8.6
470
Not enough data
8.3
469
Not enough data
8.3
463
Not enough data
8.2
465
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.1
112
Not enough data
8.2
111
Conversational Platform
9.0
302
8.1
860
9.3
278
8.3
716
9.1
277
8.2
683
9.3
249
8.2
748
Support Automation
9.0
292
8.1
713
9.1
284
8.3
757
9.0
271
8.4
714
9.0
255
8.1
788
Generative AI
8.6
108
7.8
204
8.8
108
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
102
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Customer Support
8.7
57
8.1
83
8.4
53
7.6
77
8.8
55
8.1
85
Automation
8.6
53
8.1
85
8.8
56
8.2
83
8.8
55
8.1
83
Artificial Intelligence
8.5
56
7.8
82
Feature Not Available
7.7
81
8.5
58
7.7
84
Generative AI
8.6
111
Feature Not Available
8.8
113
7.9
206
7.8
77
Feature Not Available
Communication
9.4
328
|
Verified
8.6
948
|
Verified
9.2
355
|
Verified
8.4
963
|
Verified
9.2
298
|
Verified
8.1
719
9.3
306
|
Verified
8.5
735
|
Verified
8.7
255
8.0
520
Internal Use
8.6
252
|
Verified
8.0
1781
|
Verified
9.2
319
|
Verified
8.5
847
|
Verified
8.8
278
|
Verified
8.1
649
9.4
335
|
Verified
8.5
897
9.3
325
|
Verified
8.6
826
|
Verified
9.3
358
|
Verified
8.3
846
|
Verified
Generative AI
8.9
83
Feature Not Available
Self-Service Experience
9.4
242
8.5
1510
9.2
227
8.5
1441
8.8
192
8.0
1024
8.9
198
7.7
647
9.0
219
8.0
779
Self-Service Platform
9.3
213
8.2
829
9.2
224
8.2
845
8.9
214
7.7
664
9.2
211
8.2
811
Agentic AI - Customer Self-Service
7.5
19
8.3
63
8.1
19
8.3
63
8.2
19
8.2
65
8.0
19
8.7
63
7.6
19
8.6
61
8.2
19
8.2
63
8.5
19
8.1
63
Generative AI
9.0(won by 1.5)
61
7.5
78
9.0(won by 1.5)
61
7.5
79
Process
9.1(won by 0.7)
179
8.4
564
9.4(won by 0.3)
195
9.1
744
9.4(won by 0.6)
181
8.8
693
Channels
9.7(won by 0.7)
237
9.0
743
9.3(won by 0.9)
189
8.4
587
9.5(won by 0.8)
226
8.7
566
9.3(won by 1.1)
225
8.2
487
9.5(won by 1.2)
227
8.3
422
Insight
9.0(won by 0.9)
197
8.1
540
9.3(won by 1.0)
198
8.3
648
9.3(won by 0.8)
181
8.5
563
9.5(won by 0.8)
182
8.7
667
Generative AI
8.4
45
7.8
67
8.5
46
7.7
66
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.1
15
8.4
72
8.5
14
8.1
71
8.6
14
8.2
70
8.5
16
8.3
70
8.3
14
8.3
69
Customer Interaction Automation - AI Customer Support Agents
8.2
14
8.2
70
7.7
13
8.4
71
8.6
13
8.3
71
8.9
15
8.5
70
Automation
8.9
15
8.7
73
8.0
14
8.6
71
7.3
14
7.9
69
Autonomy
8.4
15
8.1
69
8.8
14
8.4
68
8.3
15
8.4
70
8.6
15
8.3
71
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
9.4
11
Not enough data
9.0
12
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
9.0
7
Not enough data
9.2
8
Not enough data
8.7
10
Workforce Management Platform Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Gladly and Zendesk for Customer Service are categorized as Customer Service Automation, Digital Customer Service Platforms, Conversational Support, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and AI Customer Support Agents
Unique Categories
Gladly is categorized as Contact Center
Zendesk for Customer Service is categorized as AI Agents For Business Operations, Workforce Management, Chatbots, Complaint Management, Conversational Commerce Platforms, Proactive Notification, and Shared Inbox
Reviews
Reviewers' Company Size
Gladly
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Retail
23.8%
Consumer Services
15.6%
Furniture
8.9%
Apparel & Fashion
7.9%
Consumer Goods
6.4%
Other
37.3%
Computer Software
14.2%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.4%
Other
57.9%
Discussions
Is there any training environment for gladly
2 Comments
GU
Hi Jerick. Having a "training" (sometimes referred to as a Sandbox environment) depends on your org. But if you'd like to access more formal training...Read more
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
JC
There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
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