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Customer Support · head to head

Gladly vs PagerDuty

Gladly logo

Gladly

Customer Support

Radically personal customer service

From
$180/month
Rated
-
Full reviewWebsite
PagerDuty logo

PagerDuty

Technology

Real-time operations for real-time business

From
$21/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: 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; PagerDuty aIOps, status pages, and live call routing are expensive add-ons not included in base plans, significantly increasing total cost
  • They diverge on capability: Gladly covers Lifelong conversation, PagerDuty covers Incident response.

Where they differ

Only the attributes on which Gladly and PagerDuty actually diverge.

Attributes where Gladly and PagerDuty differ
AttributeGladlyPagerDuty
Starting price$180/month$21/month
Pricing modelsubscriptionUnknown
PlatformsWeb, Ios, AndroidWeb, Ios, Android, Api
CategoryCustomer SupportTechnology
Founded20142009

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

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 Gladly

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

Only in PagerDuty

  • Incident response
  • On-call management
  • Alert grouping
  • Escalation policies
  • Mobile incident management
  • Postmortems
  • Status pages
  • Event intelligence

Both cover

  • SOC2
  • GDPR

What people use each for

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

Gladly

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

PagerDuty

  • Incident managementnot Gladly
  • On-call schedulingnot Gladly
  • Real-time alertingnot Gladly
  • Service reliabilitynot Gladly
  • Digital operationsnot Gladly

Where each one falls short

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

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

PagerDuty

  • AIOps, status pages, and live call routing are expensive add-ons not included in base plans, significantly increasing total cost
  • Complex escalation policies require workarounds for scheduling patterns beyond basic weekly rotations
  • 5-user minimum requirement forces costs even for small teams, with forced Business tier upgrades adding $12,000+ annually for larger teams

Pricing, plan by plan

Gladly

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

PagerDuty

$21/month

No published plan breakdown. See the PagerDuty review.

Which should you pick?

Choose Gladly if

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

Choose PagerDuty if

  • You need incident response.
  • You work on Web, Ios, Android, Api.
  • You also want on-call management.
PagerDuty review

Questions people ask

Is Gladly or PagerDuty better?
Neither clearly leads. Gladly starts at $180/month and PagerDuty at $21/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gladly or PagerDuty?
Gladly starts at $180/month and PagerDuty at $21/month.
Does Gladly or PagerDuty run on more platforms?
Gladly runs on Web, Ios, Android. PagerDuty runs on Web, Ios, Android, Api.
What is Gladly best used for?
Gladly is most often used for customer service built around a single customer record rather than tickets, handling support conversations across voice, messaging and email. Of those, customer service built around a single customer record rather than tickets and handling support conversations across voice, messaging and email are not what PagerDuty is typically brought in for.
What can Gladly do that PagerDuty cannot?
Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. PagerDuty covers Incident response, On-call management, Alert grouping, Escalation policies. Both handle SOC2, GDPR.

Answered from the vendors’ own pages

PagerDuty: What is the minimum cost to use PagerDuty?

PagerDuty requires a minimum of 5 users per account. The Professional plan starts at $21 per user per month ($105/month minimum), with annual billing providing 16% discount.

Source
PagerDuty: What integrations does PagerDuty support?

PagerDuty integrates with 750+ monitoring, ticketing, and collaboration tools including Datadog, Slack, Jira, ServiceNow, New Relic, and Nagios.

Source
PagerDuty: How much does AIOps cost in PagerDuty?

AIOps Intelligence is sold separately as an add-on starting at $699 per month, and is not included in any of the base plans.

Source
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Related pages

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