Freshdesk vs Gladly: Get a fresh solution built for agile support teams.
Gladly's limitations hold you back—choose Freshdesk to scale seamlessly with your needs and access advanced support features without breaking the bank.
How do you choose the right customer support solution?
Future-ready support with built-in AI
Resolve issues instantly with AI Agents
Built-in Ticketing for advanced workflows
Enrich customer data with an extensive Marketplace
Effortless collaboration on complex issues
Maximize savings with a lower Total Cost of Ownership
5 reasons why Freshdesk wins over Gladly
Intelligent Automations and Robust Ticketing
Why Freshdesk wins
Freshdesk delivers powerful ticketing, advanced automation, and seamless collaboration—perfect for agile support teams. With scenario automations, agents save time by executing multiple actions with a single click, while linked tickets and shared ownership enable them to tackle complex issues faster.
Why Gladly might not be the right choice for you
Unlike Freshdesk, Gladly lacks fundamental features like escalation management, custom ticket properties, and issue splitting or merging. Without these capabilities, support teams will struggle to streamline their operations, compromising the high-quality service your customers expect.
Built-in, AI-powered self-service
Why Freshdesk wins
Freshdesk arms your team with omnichannel bots to deflect repetitive issues, a robust multilingual knowledge base that supports over 40 languages with a five-level hierarchy. With seamless integrations and powerful self-service, Freshdesk is built to elevate your self-service game.
Why Gladly might not be the right choice for you
Gladly’s subpar self-service features and limited knowledge sources can leave their bots fumbling for accurate responses, which can frustrate customers and lead to repeated inquiries. With more limited analytics, admins can’t track all performance metrics or optimize self-service, undermining support efficiency and customer satisfaction.
AI Copilot that’s more than just a sidekick
Why Freshdesk wins
Freddy Copilot boosts agent productivity by auto-summarizing support queries, suggesting next steps, providing real-time coaching, and prioritizing tickets using sentiment analysis. It empowers your support teams to accomplish more with less.
Why Gladly might not be the right choice for you
Gladly lacks essential AI-powered agent assist tools like ticket summaries, article generators, voice transcripts, and sentiment analysis. This forces agents to handle manual tasks, slowing support and hurting efficiency.
Smarter collaboration, faster resolutions
Why Freshdesk wins
Freshdesk allows agents to effortlessly invite and collaborate with licensed users and external collaborators to seek help on complex issues. By providing real-time context to collaborators, agents eliminate time-consuming back-and-forth interactions, speeding up resolutions and enhancing customer satisfaction.
Why Gladly might not be the right choice for you
Gladly lets agents create and assign tasks, but collaboration is limited to licensed users only. This restriction can hinder external stakeholder involvement, which can lead to fragmented teamwork and longer resolution times, potentially frustrating customers with longer wait times.
Powerful Analytics, extensive Marketplace: Lower TCO
Why Freshdesk wins
Freshdesk empowers admins to build custom reports, metrics, and dashboards tailored to their business to stay on top of support performance. With over 1000+ ready-to-use apps in its marketplace, support teams can easily enrich customer data from multiple sources—at a fraction of what you'd spend with Gladly.
Why Gladly might not be the right choice for you
Gladly’s limited Analytics and Dashboards can make it tough for admins to identify support and CX bottlenecks, potentially leading to inefficiency and lower CSAT. As your business scales, you’ll need separate analytics tools, and with a 40-app marketplace, building custom integrations will drive up your overall TCO.
Freshdesk vs. Gladly
Decoding the best support solution for your growing business
Criteria
| Freshdesk | Gladly
|
|---|---|---|
Free plan
| ||
Pricing | Enterprise plan starts at $109/agent /month /billed yearly
(no minimum cap on number of agents)
| Hero plan starts at $210/agent /month /billed yearly
(minimum 45 agents)
|
Bring your own channel and telephony, LINE, Google Business Messages
| ||
Advanced ticketing & workflow automation
| ||
Custom Analytics & Dashboards
| ||
Collaborate with internal & external stakeholders
|
| |
Extensive Marketplace
|
|
|
Bots pricing
| $100/1000 sessions Predictable costs with session-based pricing
| $0.60/automated resolution Fluctuating costs with resolution-based pricing
|
Prioritize issues based on customer sentiment (AI Copilot)
| ||
Voice call transcription summary (AI Copilot) | ||
Post-resolution quality coach (AI Copilot)
|
Trusted by 68K+ businesses worldwide
Customer testimonials
“For us, the biggest benefits, thus far, with Freshworks have been the ability to organize our tickets and have the documentation to be able to keep track of everything. The reporting features of the agents that are producing and what topics are trending has also been incredibly helpful.”
“Freshdesk has helped us install more efficient workflows and processes while still maintaining HIPAA compliance. It has been a game-changer for agents and members.”
“It’s so simple and easy to use. It’s easy to follow up on issues or on tickets with Freshdesk.”
"Freddy AI Copilot has significantly enhanced our organization's operational efficiency by automating over 70% of routine customer queries. This has led to a 30% reduction in average resolution time, boosting customer satisfaction scores by 25%. Furthermore, with Freddy's predictive insights, we've improved our first contact resolution by 40%, allowing us to manage 20% more customer interactions without increasing headcount."
Other comparisons
See how Freshdesk compares with other key players in the customer service and helpdesk industry.
FAQs
Which is better: Gladly or Freshdesk?
Freshdesk is better for comprehensive support with advanced ticketing capabilities, clean UI, and 24/7 support to get the most out of the solution.
What is Freshdesk Omni?
Freshdesk is an all-in-one omnichannel customer service solution that brings together AI-powered chatbots, conversations and ticketing
Which is better: Freshchat or Gladly?
Both are conversational support platforms, but Freshchat has an edge in channel coverage, ease of setup, and usability, as well as customer support and simplicity of pricing.
Does Freshdesk offer a free trial?
Yes, Freshdesk offers a 14-day free trial with access to features in the Enterprise plans.
Is Freshdesk suitable for businesses of all sizes?
Absolutely. Freshdesk is designed to scale, making it suitable for small businesses to large enterprises. Its flexible features and versatile plans cater to the unique needs of any organization.
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