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Customer Support · head to head

Document360 vs Gladly

Document360 logo

Document360

Customer Support

Self-service knowledge base software for product documentation

From
On request
Rated
-
Full reviewWebsite
Gladly logo

Gladly

Customer Support

Radically personal customer service

From
$180/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Document360 no published flat-rate pricing makes it hard to compare costs upfront against competitors.; 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: Document360 covers Category Manager, Gladly covers Lifelong conversation.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Document360 and Gladly actually diverge.

Attributes where Document360 and Gladly differ
AttributeDocument360Gladly
Starting priceOn request$180/month
Pricing modelquotesubscription
PlatformswebWeb, Ios, Android
FoundedUnknown2014

Identical on both: free tier (No), user rating (Not yet rated), category (Customer Support).

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 Document360

  • Category Manager
  • Eddy AI
  • Article Revision History
  • SSO & Role-Based Access
  • Analytics
  • Multi-language Support
  • API Documentation Tools

Only in Gladly

  • Lifelong conversation
  • Omnichannel support
  • Customer timeline
  • Task management
  • Knowledge base
  • IVR
  • Shopify
  • Salesforce

What people use each for

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

Document360

  • Product and API documentationnot Gladly
  • Internal knowledge managementnot Gladly
  • Customer self-service supportnot Gladly
  • Multi-language documentation portalsnot Gladly

Gladly

  • Customer service built around a single customer record rather than ticketsnot Document360
  • Handling support conversations across voice, messaging and emailnot Document360

Where each one falls short

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

Document360

  • No published flat-rate pricing makes it hard to compare costs upfront against competitors.
  • Requires a sales quote process rather than instant self-service signup for paid plans.
  • Advanced AI features are usage-metered and may require additional purchases.
  • Smaller teams may find the enterprise-oriented feature set more complex than needed.

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

Document360

On request
  • Custom$undefined/month
    • Team accounts
    • Workspaces
    • Languages

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 Document360 if

  • You need category manager.
  • You work on web.
  • You also want eddy ai.
Document360 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 Document360 or Gladly better?
Neither clearly leads. Document360 starts at On request and Gladly at $180/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Document360 or Gladly?
Document360 starts at On request and Gladly at $180/month.
Does Document360 or Gladly run on more platforms?
Document360 runs on web. Gladly runs on Web, Ios, Android.
What is Document360 best used for?
Document360 is most often used for product and api documentation, internal knowledge management, customer self-service support, multi-language documentation portals. Of those, product and api documentation and internal knowledge management are not what Gladly is typically brought in for.
What can Document360 do that Gladly cannot?
Document360 covers Category Manager, Eddy AI, Article Revision History, SSO & Role-Based Access. Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management.

Answered from the vendors’ own pages

Document360: How is Document360 pricing determined?

Pricing is customized rather than tiered flat-rate, based on team accounts, workspaces, languages, SSO/security needs, knowledge base privacy model, and AI Suite usage.

Source
Gladly: How much does Gladly cost?

Gladly does not publish pricing on its website. The vendor directs prospective customers to request a demo or contact the sales team for custom pricing tailored to organizational needs.

Source
Document360: Is there a free trial?

Yes, Document360 offers a 14-day free trial with full feature access and no credit card required.

Source
Document360: What compliance and security features are included?

All plans include SOC 2 Type II compliance, SSL encryption, and security features such as roles, permissions, and SSO.

Source
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