# Gladly Reviews **Vendor:** Gladly **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.7/5.0 **Total Reviews:** 1,112 ## About Gladly The world’s most customer-centric brands use Gladly’s CX platform to drive down costs, nurture relationships, and increase loyalty. Powered by proprietary Customer AI, Gladly is the only CX platform that puts the customer, not tickets, at the center of every conversation. Gladly is simple to use, maintains a continuous conversation across channels, and balances human connection with intelligent and empathetic automation. For B2C leaders who refuse to compromise, Gladly delivers radically efficient service and radically personal experiences. Customer experience isn’t broken—it’s just built on the wrong foundation. Gladly reimagines CX with AI that gets it right. Explore how it works at www.gladly.ai/get-started/. ## Gladly Pros & Cons **What users like:** - Users find Gladly to be **incredibly easy to use** , enhancing engagement and ensuring seamless communication among team members. (191 reviews) - Users value the **helpfulness** of Gladly, appreciating its organization and user-friendly features that enhance customer support. (135 reviews) - Users appreciate the **reliable functionality and innovative features** of Gladly, enhancing customer experience effortlessly. (128 reviews) - Users appreciate the **efficiency of Gladly** , enhancing customer experience and internal processes through streamlined workflows and collaboration. (105 reviews) - Users praise Gladly's **exceptional onboarding and collaborative tools** , enhancing customer service efficiency and workflow simplicity. (78 reviews) - Intuitive (68 reviews) - Customer Satisfaction (67 reviews) - Interactions Management (62 reviews) - Simple (62 reviews) - Time-saving (62 reviews) **What users dislike:** - Users express frustration with **missing features** in Gladly, particularly around AI accuracy and third-party integration. (40 reviews) - Users find the **complexity** of navigating notifications and client information in Gladly can hinder efficiency and responsiveness. (31 reviews) - Users find Gladly lacks **integrated features** , leading to inefficiencies and a less optimal setup for their needs. (31 reviews) - Users note a **slight learning curve** that may require time to adjust, despite overall positive experiences. (30 reviews) - Users find the **limited customization** options in Gladly restrict their ability to tailor reporting and improve support strategies. (30 reviews) - Users report **call issues** with Gladly, including unresponsive incoming calls and difficulties in transferring calls efficiently. (29 reviews) - Users experience **technical issues** with Gladly, including speed problems and difficulty managing multiple chats simultaneously. (29 reviews) - Users experience frustrating **chat functionality issues** , including glitches, loading problems, and difficulties with account management. (28 reviews) - Users frequently experience **slow loading** issues with Gladly, impacting their daily processes and conversation accessibility. (27 reviews) - Poor Reporting (25 reviews) ## Gladly Reviews ### 1. managing home care visits using gladly **Rating:** 4.5/5.0 stars **Reviewed by:** Ranjit K. | Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** May 06, 2026 **What do you like best about Gladly?** Coordinating home visits means getting texts, calls, and emails from families all day long. I really appreciate that Gladly puts every single message about a patient into one simple feed. When a family member asks about a caregiver's schedule, my team can see their whole conversation history instantly without clicking around. The AI also handles the easy questions about our service areas automatically. **What do you dislike about Gladly?** I like our daily schedules to be perfectly organized, so getting the system to recognize our specific care terms and visit timings took a little extra time at first. But spending those few days to set up the routing rules properly really helped us clean up our internal operations, which was a huge benefit for the whole team in the end. **What problems is Gladly solving and how is that benefiting you?** It takes the daily chaos out of managing home care visits. Families get much faster, caring responses when they reach out, and it completely stops important messages from getting lost during shift changes. ### 2. A smarter way to handle customer conversations **Rating:** 4.5/5.0 stars **Reviewed by:** Jyoti S. | Technical Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** May 13, 2026 **What do you like best about Gladly?** My favorite thing about Gladly is how it keeps the entire customer history in one place instead of splitting everything into separate tickets. It helps agents give quicker and more personalized support because they can easily see past chats, emails, calls, and messages without any confusion. The platform also feels modern, simple to use, and makes teamwork much smoother. **What do you dislike about Gladly?** One downside of Gladly is that the setup and onboarding process can feel a bit time-consuming for new teams, especially when switching from older support systems. The AI features are useful, but they could be smarter in handling complex customer issues and providing more accurate suggestions to reduce manual effort for agents. **What problems is Gladly solving and how is that benefiting you?** Gladly has helped us solve the problem of scattered customer conversations by keeping chats, emails, calls, and messages all in one place instead of separate tickets. This makes it much easier for agents to quickly understand customer history, reduce repeated questions, and provide faster, more personalized support. It also improved team collaboration and overall performance because agents spend less time switching between tools or searching for information. The integrations with platforms like Shopify and other internal systems have streamlined our workflow and reduced manual work, which has helped improve efficiency and deliver better value for the cost over time. ### 3. Keeps every customer conversation tracked without the chaos **Rating:** 4.5/5.0 stars **Reviewed by:** Deepak P. | Co-Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** May 02, 2026 **What do you like best about Gladly?** Running a jewellery business means customers ask a lot of questions before they buy. They message about sizing, customization, metal type, delivery. With Gladly, every single conversation stays tied to that one customer. So when someone comes back three weeks later to place an order, I already know exactly what they liked, what they asked, and what we discussed. No starting from scratch every time. **What do you dislike about Gladly?** I like things to be perfectly organized, so in the beginning I was particular about setting up each channel exactly right before going live. It took us a little longer than expected to configure everything to match how we communicate with our buyers. But that patience paid off completely. Now every inquiry, whether it is a bulk order from a retailer or a custom piece request from a walk-in customer, lands exactly where it should with zero manual sorting. **What problems is Gladly solving and how is that benefiting you?** Before this, customer follow-ups were all over the place. WhatsApp here, email there, Instagram DMs somewhere else. I was losing track of who wanted what. Now I open one screen in the morning and I know exactly which customer needs a reply, which order query is pending, and who I promised a callback to. For a growing jewellery business, that kind of clarity is everything. ### 4. Gladly keeps the team organized and stops messages from getting lost **Rating:** 4.5/5.0 stars **Reviewed by:** Kratika S. | Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about Gladly?** I love how it puts everything in one place. Instead of having my team click around multiple tabs to find a customer's old email or a recent text, the whole conversation is just one long, continuous thread. It makes tracking our daily tasks so much easier and stops important details from slipping through the cracks. The AI also takes care of the basic, repetitive questions automatically, so my team isn't stressed out typing the exact same answers over and over again. **What do you dislike about Gladly?** I like software that is super quick to set up, so the initial learning curve here was a little frustrating for me at first. You really have to spend a good chunk of time mapping out your workflows and training the AI before you go live. I like having deep control over the settings, but it definitely took a few weeks of solid testing to get everyone on the team totally comfortable with the change. **What problems is Gladly solving and how is that benefiting you?** It took some effort to get off the ground, but it really smoothed out our daily operations. My team is way less overwhelmed, and I don't have to worry about lost emails causing a panic anymore. It just keeps our whole department moving forward without the usual chaos, and seeing everyone actually enjoy using it makes my day-to-day work so much easier. ### 5. A support tool that doesn't break my backend codeAutomatically **Rating:** 4.0/5.0 stars **Reviewed by:** Saransh J. | Associate Salesforce Developer L2, Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about Gladly?** I spend my days writing Apex and migrating Flows, so I usually get annoyed when the business team buys a new customer service software. The best part about Gladly is that it actually plays nice with our existing setup. I don't have to write heavy custom code to make it show a customer's history. It pulls up their whole profile right next to their chat automatically. I don't have to build complicated Lightning Web Components just to help the support agents see what a customer bought last week. **What do you dislike about Gladly?** We still have to map our data really carefully. If our database has a lot of custom objects or complex rules, getting Gladly to read everything perfectly takes a lot of testing. We can't just plug it in and go to sleep. The initial mapping process can be a headache, and if we miss a step, the agents won't see the right data on their screen when a chat pops up. **What problems is Gladly solving and how is that benefiting you?** It keeps our system architecture super clean. The customer service team gets the smart AI chat they want, and I don't get stuck fixing broken API syncs every weekend. It saves me from doing a bunch of boring, repetitive development work and keeps the actual data totally secure. ### 6. Gladly helps us stop treating our VIP buyers like random support tickets. **Rating:** 4.5/5.0 stars **Reviewed by:** Sourabh P. | Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 28, 2026 **What do you like best about Gladly?** When someone spends good money on fine pieces, they expect premium service. The best thing about Gladly is that it groups everything by the person, not by a case number. If a client messages us on Instagram and then sends an email the next day, my team sees it all in one single chat screen right next to their past purchases. The AI is actually smart enough to handle the basic questions like finding tracking numbers or explaining return policies. **What do you dislike about Gladly?** The AI takes some patience to set up at first. We had to spend a good amount of time feeding it our specific product details because we use a lot of unique terms for our metals, ring sizes, and stones. If you just turn it on without teaching it your brand's voice, the automated replies can sound a little generic. It is also definitely a premium-priced software, so it is an investment. **What problems is Gladly solving and how is that benefiting you?** It makes our online shop feel like a high-end physical boutique. Because my team instantly sees that a client bought a specific ring last year, they can easily suggest a matching bracelet when that person reaches out. It has really helped drive our repeat sales. It stops our customer service from just being a complaint department and turns it into a way to actually build real relationships with our buyers. ### 7. Better structure for managing company customer conversations **Rating:** 4.0/5.0 stars **Reviewed by:** Victor C. | Service operations leader, Consumer Goods, Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2026 **What do you like best about Gladly?** The main thing I love about Gladly is that it has helped to organize a once unstructured customer service process. It's reduced double or triple handling, and made it easier to keep track of conversations. There are lots of features that have helped streamline our support processes and organise our customer conversations. And I appreciate increased cooperation between agents. This has had an impact on efficiency and the ability to better manage support tasks. **What do you dislike about Gladly?** An area that could improve is that some administrative functions can be a little repetitive, such as when setting up workflows or conversation routing. There are many features, but not all actions take the fewest steps. This has sometimes added time for our team and impacted productivity during busy support times. Technical support has been good but there are still some limitations that cause inefficiencies. **What problems is Gladly solving and how is that benefiting you?** Gladly helps with issues of disjointed customer conversations, manual duplicate work and disparate support processes. It helps us in having structure and avoiding needless effort in service. The features aid reliable conversation management and team collaboration. It helps my team complete service tasks faster, boosting productivity. Most importantly, it's improved the overall support process and removed distractions that previously interfered with daily tasks. ### 8. Gladly’s Customer-Focused View Simplifies Support with Clean Design and Shopify Integration **Rating:** 4.5/5.0 stars **Reviewed by:** Anirudh B. | Senior IT Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 23, 2026 **What do you like best about Gladly?** The fact that it emphasizes on the people and not ticket numbers is the best. In software such as Zendesk or Freshdesk, it is all handled using ticket numbers. But in Gladly it is all customer-focused. The entire chat, email, SMS and calls history of a customer can be viewed in one location by my team. This simplifies the working process since the agents do not need to pose the same questions more than once. Another feature I greatly appreciated as an IT Manager was its ability to integrate with our Shopify store and internal systems. The design is contemporary and clean thus the agents will be comfortable with it throughout the day. **What do you dislike about Gladly?** It is rather expensive, particularly when it comes to small Indian companies. Besides, the dashboard may be a bit slow when we access heavy reports of the past 6-8 months and it takes a few seconds to load. **What problems is Gladly solving and how is that benefiting you?** The lack of one system and the absence of conformity in data between different teams before gave us a big problem due to teams relying on different systems (email, calls, etc.). These problems took my IT team a lengthy time to resolve. All is now in a single platform after using Gladly. Thanks to this, the level of customer satisfaction grew by 15 percent, and the response time was radically reduced. ### 9. We now proactively message customers on their preferred channel **Rating:** 4.0/5.0 stars **Reviewed by:** Melania D. | Customer Service Operations Manager, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** April 20, 2026 **What do you like best about Gladly?** What I really adore about Gladly is its customer-centric approach and it truly puts the person at the center of every interaction. Instead of focusing on tickets, it’s built around ongoing dialogues, with a complete history across all channels, phone, chat, and email. Because of this, our agents can pick up the conversation seamlessly even if the customer switches channels, like moving from a chat to a call. On top of that, its intelligent recommendations help agents find solutions faster, which noticeably improves both efficiency and the level of personalization. **What do you dislike about Gladly?** The only problem that I have with Gladly is that reporting and analytics customization can be rather hard at times. Although it offers good standard measures, sometimes one has to go a little further to get to very specific, granular data points than one may prefer. **What problems is Gladly solving and how is that benefiting you?** Gladly has totally changed our customer service to a ticket factory to a personal conversation hub. Previously, agents handled individual tickets per customer issue on different systems causing disjointed context and a frustratingly repetitive explanation to customers. Now, all customer interactions are unified in one timeline within Gladly. ### 10. Best for customer history, do away with irritating ticket numbers! **Rating:** 5.0/5.0 stars **Reviewed by:** Bhavya A. | Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2026 **What do you like best about Gladly?** The most impressive feature is the one lifetime conversation one. Granted, I have never been witness to such a clean type of dealing with customers in my 10 years of operations. My team doesn't have to look for ticket #12345 or #67890. All that is not far away under the name of the person. When a customer calls after two days, and he has already chatted with the agent today, then the agent knows what was said in the chat. This wastes a lot of time and my agents are quite pleased since they do not receive shouts about not knowing the history. The UI is also a very modern and colorful one, unlike these old assorted enterprise softwares. **What do you dislike about Gladly?** To be frank, it is rather expensive on a pocket of a developing team. The reporting dashboard is also somewhat unfriendly when you desire very in-depth data. It can also take a lot of clicking to receive a simple daily report. **What problems is Gladly solving and how is that benefiting you?** The biggest issue we had was a case of duplicate work of two agents on different channels responding to the same customer. Happy made this out all right. No longer is there perplexity. This is due to the fact that my team has been able to respond much faster since all the context is on a single screen. This has eased my life as an Operations Manager since I do not have to continue checking the various tools to have chat and email. ## Gladly Discussions - [What is the best function of Gladly?](https://www.g2.com/discussions/what-is-the-best-function-of-gladly) - 2 comments, 1 upvote - [Is there any training environment for gladly](https://www.g2.com/discussions/is-there-any-training-environment-for-gladly) - 2 comments, 1 upvote - [Are you guys going to make this compatible with chromebook? Will this program be available on phones soons android or apple?](https://www.g2.com/discussions/are-you-guys-going-to-make-this-compatible-with-chromebook-will-this-program-be-available-on-phones-soons-android-or-apple) - 1 comment, 1 upvote - [How do I use gladly as a form of communication?](https://www.g2.com/discussions/how-do-i-use-gladly-as-a-form-of-communication) - 1 comment, 1 upvote - [What's the best way to connect to our account success rep?](https://www.g2.com/discussions/31961-what-s-the-best-way-to-connect-to-our-account-success-rep) - 2 comments, 1 upvote - [View Gladly pricing details and edition comparison](https://www.g2.com/products/gladly/reviews/gladly-review-11903233?section=pricing&secure%5Bexpires_at%5D=2026-05-18+19%3A34%3A18+-0500&secure%5Bsession_id%5D=0f207b74-7dc5-4db1-850e-7d2c2a50f21f&secure%5Btoken%5D=8bd6dc0d475c6aca1a05f257bbf699068e42fca9c0b1de2bd8c120c423a1b376&format=llm_user) ## Gladly Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - 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[Zoho CRM](https://www.g2.com/products/zoho-crm/reviews) ## Gladly Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Functions** - Session Routing - Session Queuing - Concurrent Calling - IVR - Inbound Screen Pop - Persistent Data **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Artificial Intelligence** - Learning - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Gladly Alternatives - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,934 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,499 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,688 reviews)