Softwr

Software · head to head

Freshdesk vs Gladly

Freshdesk logo

Freshdesk

Software

Delight your customers, effortlessly

From
$19/month
Rated
-
Full reviewWebsite
Gladly logo

Gladly

Software

Radically personal customer service

From
$180/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Freshdesk growth tier lacks multilingual helpdesk and custom reporting dashboards; Gladly no pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers
  • They diverge on capability: Freshdesk covers Ticketing, Gladly covers Lifelong conversation.

Where they differ

Only the attributes on which Freshdesk and Gladly actually diverge.

Attributes where Freshdesk and Gladly differ
AttributeFreshdeskGladly
Starting price$19/month$180/month
PlatformsWebWeb, Ios, Android
Founded20102014

Identical on both: pricing model (subscription), free tier (No), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Freshdesk

  • Ticketing
  • Automation
  • Self-service
  • Team collaboration
  • Multi-channel support
  • SLA management
  • Reporting
  • Mobile apps

Only in Gladly

  • Lifelong conversation
  • Omnichannel support
  • Customer timeline
  • Task management
  • Knowledge base
  • IVR
  • Magento
  • Kustomer

Both cover

  • Salesforce
  • Shopify
  • SOC2
  • GDPR

What people use each for

The jobs each tool is most often brought in to do.

Freshdesk

  • Help desk and ticketing systemnot Gladly
  • Customer support portal and knowledge basenot Gladly
  • Multi-channel support coordinationnot Gladly
  • AI-assisted support agent interactionnot Gladly

Gladly

  • Customer service built around a single customer record rather than ticketsnot Freshdesk
  • Handling support conversations across voice, messaging and emailnot Freshdesk

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Freshdesk

  • Growth tier lacks multilingual helpdesk and custom reporting dashboards
  • Skill-based routing available only on Enterprise tier
  • Freddy AI Copilot requires separate £29/agent/month add-on on Pro and Enterprise plans
  • AI agent sessions charged beyond initial 500 sessions: £49 per additional 100 sessions
  • Day passes for non-agents vary by tier: £2 (Growth), £7 (Pro), £12 (Enterprise)

Gladly

  • No pricing is published at any level, and the pricing page states no per agent cost, per conversation rate, minimum commitment or feature tiers
  • The pricing page presents outcome statistics in place of any cost information
  • Every route to a figure goes through a demo or sales conversation

Pricing, plan by plan

Freshdesk

$19/month

No published plan breakdown. See the Freshdesk review.

Gladly

$180/month
  • Hero$180/month
    • All channels
    • Customer timeline
    • Knowledge base
  • Superhero$210/month
    • Everything in Hero
    • Custom reporting
    • Advanced rules

Which should you pick?

Choose Freshdesk if

  • You need ticketing.
  • You also want automation.
Freshdesk review

Choose Gladly if

  • You need lifelong conversation.
  • You work on Web, Ios, Android.
  • You also want omnichannel support.
Gladly review

Questions people ask

Is Freshdesk or Gladly better?
Neither clearly leads. Freshdesk starts at $19/month and Gladly at $180/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshdesk or Gladly?
Freshdesk starts at $19/month and Gladly at $180/month.
Does Freshdesk or Gladly run on more platforms?
Freshdesk runs on Web. Gladly runs on Web, Ios, Android.
What is Freshdesk best used for?
Freshdesk is most often used for help desk and ticketing system, customer support portal and knowledge base, multi-channel support coordination, ai-assisted support agent interaction. Of those, help desk and ticketing system and customer support portal and knowledge base are not what Gladly is typically brought in for.
What can Freshdesk do that Gladly cannot?
Freshdesk covers Ticketing, Automation, Self-service, Team collaboration. Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. Both handle Salesforce, Shopify, SOC2, GDPR.
ShareXLinkedInRedditWhatsAppEmail

Related pages

More on Freshdesk

More on Gladly

Keep looking

Other head to heads