Softwr

Customer Support · head to head

Freshdesk vs Gladly

Freshdesk logo

Freshdesk

Customer Support

Delight your customers, effortlessly

From
Free
Rated
-
Full reviewWebsite
Gladly logo

Gladly

Customer Support

Radically personal customer service

From
$180/month
Rated
-
Full reviewWebsite

The short version

  • Only Freshdesk has a free tier, so it costs nothing to try first.
  • 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.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Freshdesk and Gladly actually diverge.

Attributes where Freshdesk and Gladly differ
AttributeFreshdeskGladly
Starting priceFree$180/month
Free tierYesNo
PlatformsWebWeb, Ios, Android
Founded20102014

Identical on both: pricing model (subscription), 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 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

Free
  • Growth$19/month per agent
    • Basic ticketing, shared inbox, customer portal
    • Freddy AI Agent (500 sessions included)
    • Billed annually, 20% discount vs. monthly
  • Pro$55/month per agent
    • Multilingual support, custom dashboards
    • Intelligent routing, multiple SLA policies
    • Billed annually, 20% discount vs. monthly
  • Enterprise$89/month per agent
    • Skill-based routing, audit logs, IP whitelisting
    • Freddy AI Insights
    • Billed annually, 20% discount vs. monthly

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 want to start without paying.
  • 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 Free 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 has a free tier; the other does not. Paid plans start at Free for Freshdesk and $180/month for Gladly.
Does Freshdesk or Gladly run on more platforms?
Freshdesk runs on Web. Gladly runs on Web, Ios, Android.
Can I use Freshdesk for free?
Yes. Freshdesk has a free tier, so you can try it without paying. Gladly starts at $180/month.
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.

Answered from the vendors’ own pages

Freshdesk: What is Freshdesk's Growth plan pricing?

The Growth plan costs $19 per agent per month when billed annually and includes basic ticketing, shared inbox, customer portal, and 500 Freddy AI Agent sessions.

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
Freshdesk: Does Freshdesk offer a free trial?

Freshdesk offers a 14-day free trial with full Enterprise plan access, allowing customers to test all features before committing.

Source
Freshdesk: What is the difference between Freshdesk plans?

Growth ($19/agent) provides basics; Pro ($55/agent) adds multilingual support and advanced routing; Enterprise ($89/agent) includes skill-based routing and audit logs. All prices are annual billing rates.

Source
Freshdesk: What are Freshdesk's add-on costs?

Optional add-ons include Freddy AI Copilot at $29/agent/month, additional AI Agent sessions at $49 per 100 sessions, and day passes at $2-$12 per pass.

Source
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