Compare Gladly and Zendesk Support Suite 
At a Glance
Market Segments
Mid-Market (62.3% of reviews)
Mid-Market (45.5% of reviews)
Entry-Level Pricing
$180.00 1 Support Hero Per Month
$19.00 1 user per month billed annually
Gladly
Star Rating
(983)4.7 out of 5
Market Segments
Mid-Market (62.3% of reviews)
Entry-Level Pricing
$180.00 1 Support Hero Per Month
Browse all 2 pricing plansZendesk Support Suite
Star Rating
(6,149)4.3 out of 5
Market Segments
Mid-Market (45.5% of reviews)
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.
- Users report that Zendesk Support Suite has a solid ticket creation user experience with a score of 8.8, but Gladly excels with a score of 9.4, making it easier for agents to manage customer inquiries efficiently.
- Reviewers mention that while Zendesk's SLA Management scores 8.1, Gladly's superior score of 9.2 indicates a more robust system for ensuring timely responses to customer tickets.
- G2 users highlight that Gladly's voice channel capabilities are significantly better, scoring 9.5 compared to Zendesk's 8.1, which suggests a more seamless integration for voice communications.
- Users on G2 appreciate Gladly's superior ease of use, scoring 9.5 against Zendesk's 8.5, indicating that Gladly provides a more intuitive interface for customer support teams.
- Reviewers say that Gladly's automation features, particularly in response automation, score 9.3, while Zendesk's score of 8.4 shows that Gladly offers more advanced capabilities for automating customer interactions.
- Users report that Gladly's knowledge base functionality is rated at 9.5, significantly higher than Zendesk's 8.6, suggesting that Gladly provides a more comprehensive and user-friendly resource for both agents and customers.
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Pricing
Entry-Level Pricing
Gladly
Hero Package
$180.00
1 Support Hero Per Month
Billed annually, 10 hero minimum
$0.60 per assisted conversation when you opt in.
- Multi-channel communication
- Unified customer view
- People Match®
Zendesk Support Suite
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 Support Suite
Free Trial is available
Ratings
Meets Requirements
9.3
682
8.6
4,747
Ease of Use
9.5
688
8.5
4,785
Ease of Setup
9.3
199
7.9
2,858
Ease of Admin
9.2
146
8.2
2,897
Quality of Support
9.4
652
8.4
4,438
Has the product been a good partner in doing business?
9.6
146
8.4
2,821
Product Direction (% positive)
9.4
655
7.9
4,400
Features by Category
Ticket and Case Management
9.4
151
|
Verified
8.8
2241
|
Verified
9.3
147
|
Verified
8.7
2257
|
Verified
9.4
158
|
Verified
8.5
2182
|
Verified
9.3
158
|
Verified
8.4
2029
|
Verified
9.2
132
|
Verified
8.1
1617
|
Verified
9.3
157
|
Verified
8.4
2095
|
Verified
9.3
147
|
Verified
8.6
2083
|
Verified
9.4
160
|
Verified
8.2
1548
|
Verified
Generative AI
8.0
23
7.2
117
8.0
24
7.2
120
Communication Channels
9.6
167
|
Verified
8.4
1758
|
Verified
9.5
171
|
Verified
8.7
2004
|
Verified
9.5
164
|
Verified
8.4
1423
|
Verified
9.1
132
|
Verified
8.0
1128
|
Verified
9.2
160
|
Verified
8.1
1014
|
Verified
Platform
8.6
96
|
Verified
7.6
1100
|
Verified
8.8
182
|
Verified
8.0
1457
|
Verified
9.2
108
|
Verified
8.2
1669
|
Verified
9.2
107
|
Verified
8.1
1460
|
Verified
8.9
107
|
Verified
7.8
2059
|
Verified
9.4
108
|
Verified
7.9
2127
|
Verified
Administration
Not enough data
8.4
191
|
Verified
Not enough data
7.9
172
|
Verified
Not enough data
8.3
219
|
Verified
Service Desk
Not enough data
9.0
247
|
Verified
Not enough data
8.7
223
|
Verified
Not enough data
8.6
211
|
Verified
Management
Not enough data
8.3
184
|
Verified
Not enough data
8.4
185
|
Verified
Not enough data
8.3
174
|
Verified
Not enough data
8.0
134
|
Verified
Not enough data
8.3
127
Functionality
Not enough data
9.0
199
|
Verified
Not enough data
8.5
163
Not enough data
8.4
171
|
Verified
Not enough data
8.6
181
|
Verified
Administration
Not enough data
8.1
562
Not enough data
7.9
543
Not enough data
8.2
604
Knowledge Management
Not enough data
8.6
747
Not enough data
8.2
597
Not enough data
7.9
649
Compliance
Not enough data
8.3
526
Not enough data
8.2
488
Not enough data
8.2
491
Not enough data
8.0
464
Customer Support
Not enough data
8.0
611
Not enough data
7.8
587
Not enough data
7.8
422
Data Security
Not enough data
8.1
433
Not enough data
8.1
434
Not enough data
8.3
525
Not enough data
8.5
471
Administration
Not enough data
8.2
620
Not enough data
8.3
731
Not enough data
8.6
735
Generative AI
Not enough data
Feature Not Available
Usability
Not enough data
8.2
589
Not enough data
8.3
585
Not enough data
8.3
556
Reporting
Not enough data
8.3
515
Not enough data
7.9
489
Not enough data
8.1
569
Generative AI
Not enough data
7.3
108
Not enough data
7.1
107
Channels
9.5
358
Not enough data
9.3
292
Not enough data
9.5
329
Not enough data
9.3
323
Not enough data
9.5
364
Not enough data
Generative AI
Feature Not Available
Not enough data
Functions
9.1
325
Not enough data
9.2
329
Not enough data
9.2
306
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
9.1
281
Not enough data
9.0
314
Not enough data
9.1
305
Not enough data
Administrative
9.4
329
Not enough data
9.3
282
Not enough data
9.2
319
Not enough data
9.4
320
Not enough data
9.3
287
Not enough data
Responses
8.2
14
8.2
32
9.4
14
8.7
39
8.6
14
8.5
40
Automation - AI Agents
Feature Not Available
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Not enough data
Not enough data
Platform
8.6
11
8.5
41
8.5
12
8.7
39
8.9
12
8.7
35
Autonomy - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Generative AI
9.8
7
8.1
6
9.0
7
8.9
6
Responses
Not enough data
8.1
396
Not enough data
8.1
393
Not enough data
8.3
379
Not enough data
8.1
377
Not enough data
8.1
285
Platform
Not enough data
8.6
398
Not enough data
8.2
396
Not enough data
8.2
391
Not enough data
8.2
392
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
385
Generative AI
Not enough data
8.3
44
Not enough data
8.0
43
Conversational Platform
9.0
263
8.1
763
9.3
238
8.2
620
9.2
240
8.1
589
9.4
212
8.1
657
Support Automation
9.1
253
8.1
623
9.1
247
8.2
667
9.1
232
8.4
620
9.0
219
8.0
698
Generative AI
8.9
68
7.6
115
9.0
67
7.6
115
Messaging Channels
Not enough data
7.6
62
Not enough data
9.0
153
Not enough data
8.3
75
Not enough data
8.5
83
Administration
Not enough data
8.1
88
Not enough data
8.8
137
Not enough data
8.3
93
Not enough data
8.4
126
Customer Support
8.9
32
8.0
11
8.5
28
5.8
6
8.9
30
7.7
11
Automation
9.0
29
7.6
11
9.0
31
8.3
11
8.8
30
7.8
12
Artificial Intelligence
8.8
32
8.1
12
Feature Not Available
7.9
13
8.8
32
7.9
13
Generative AI
9.0
55
Feature Not Available
9.1
56
7.7
63
Feature Not Available
Feature Not Available
Communication
9.5
274
|
Verified
8.6
776
|
Verified
9.3
299
|
Verified
8.4
794
|
Verified
9.4
244
|
Verified
8.1
552
9.4
253
|
Verified
8.4
573
|
Verified
9.1
202
8.0
356
Internal Use
8.8
182
|
Verified
8.0
1457
|
Verified
9.4
264
|
Verified
8.4
689
|
Verified
9.2
224
|
Verified
8.0
490
9.5
280
|
Verified
8.4
735
9.4
270
|
Verified
8.6
662
|
Verified
9.4
304
|
Verified
8.2
689
|
Verified
Generative AI
9.3
47
Feature Not Available
Self-Service Experience
9.5
205
8.5
1408
9.3
191
8.4
1346
9.1
157
8.0
938
9.1
163
7.7
559
9.1
183
7.9
692
Self-Service Platform
9.4
175
8.2
740
9.4
186
8.2
755
9.2
177
7.6
574
9.4
173
8.1
720
Generative AI
9.2(won by 2.4)
35
6.8
37
9.2(won by 2.4)
35
6.8
38
Process
9.2(won by 0.8)
151
8.4
521
9.4(won by 0.4)
166
9.0
697
9.4(won by 0.6)
154
8.8
646
Channels
9.7(won by 0.7)
207
9.0
697
9.4(won by 1.1)
161
8.3
542
9.5(won by 0.8)
197
8.7
521
9.4(won by 1.2)
197
8.2
444
9.6(won by 1.3)
198
8.3
380
Insight
9.2(won by 1.0)
170
8.2
497
9.3(won by 1.0)
171
8.3
608
9.5(won by 1.1)
156
8.4
521
9.6(won by 0.9)
157
8.7
628
Generative AI
8.8
21
7.5
48
8.6
21
7.4
47
Categories
Categories
Shared Categories
Gladly and Zendesk Support Suite are categorized as Customer Service Automation, Digital Customer Service Platforms, Conversational Support, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and AI Agents
Unique Categories
Gladly is categorized as Contact Center
Zendesk Support Suite is categorized as Genesys AppFoundry Marketplace, Shared Inbox, Complaint Management, Contact Center Knowledge Base, IT Service Management (ITSM) Tools, Chatbots, Google Workspace for Sales, Google Workspace Communication Tools, and Proactive Notification
Reviews
Reviewers' Company Size
Gladly
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk Support Suite
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
24.3%
Consumer Services
15.0%
Furniture
9.7%
Apparel & Fashion
7.8%
Consumer Goods
6.3%
Other
36.9%
Computer Software
14.1%
Information Technology and Services
12.5%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
58.2%
Most Helpful Reviews
Gladly
Most Helpful Favorable Review
Cheryl K.
Verified User in Retail
As the phone is ringing, I know my customers name, their address, their shopping history and any major life events (moving, wedding, baby) before I even pick up the call
Most Helpful Critical Review
Verified User in Retail
Integration is not there. There is no easy simple way to add people to the system and some of the options are hard to find.
Zendesk Support Suite
Most Helpful Favorable Review
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Most Helpful Critical Review
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Cheryl K.
Verified User in Retail
As the phone is ringing, I know my customers name, their address, their shopping history and any major life events (moving, wedding, baby) before I even pick up the call
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Verified User in Retail
Integration is not there. There is no easy simple way to add people to the system and some of the options are hard to find.
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Discussions
Can we get some more Gladly swag? Hoodie? Lol
2 comments
IB
Hey John - Thank you for your awesome review. We'll see what we can do! :)
- Team GladlyRead more
What's the best way to connect to our account success rep?
2 comments
IB
Hi Katheryn,
Thank you for your note. We will be in touch with you shortly to connect on this.
Sincerely,
GladlyRead more
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
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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