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Customer Support · head to head

Gladly vs SailPoint IdentityIQ

Gladly logo

Gladly

Customer Support

Radically personal customer service

From
$180/month
Free plan
No
Full reviewWebsite
SailPoint IdentityIQ logo

SailPoint IdentityIQ

Live Chat

Identity governance and customer engagement platform

From
On request
Free plan
No
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; SailPoint IdentityIQ high implementation costs ranging from $100,000 to $500,000+ for mid-market enterprises
  • They diverge on capability: Gladly covers Lifelong conversation, SailPoint IdentityIQ covers Identity governance.
  • Prices and features above were last checked on 30 August 2026.

Where they differ

Only the attributes on which Gladly and SailPoint IdentityIQ actually diverge.

Attributes where Gladly and SailPoint IdentityIQ differ
AttributeGladlySailPoint IdentityIQ
Starting price$180/monthOn request
PlatformsWeb, Ios, AndroidWindows, Linux, Unix
CategoryCustomer SupportLive Chat
Founded20142005

Identical on both: pricing model (subscription), 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
  • Magento

Only in SailPoint IdentityIQ

  • Identity governance
  • Customer engagement
  • Risk detection
  • Compliance reporting
  • SAP
  • Oracle
  • API
  • On-premise support

Both cover

  • Salesforce

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 SailPoint IdentityIQ
  • Handling support conversations across voice, messaging and emailnot SailPoint IdentityIQ

SailPoint IdentityIQ

  • Customer engagementnot Gladly
  • Lead generationnot Gladly
  • Customer supportnot Gladly
  • Sales automationnot 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

SailPoint IdentityIQ

  • High implementation costs ranging from $100,000 to $500,000+ for mid-market enterprises
  • Complex policy syntax for identity governance rules with no visual policy builder interface
  • Requires significant IT expertise for on-premises deployment and customization

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

SailPoint IdentityIQ

On request
  • Professional$200/month
    • Basic identity management
  • Enterprise$500/month
    • Advanced features
    • Multi-instance
  • Custom$undefined/month
    • Full customization
    • Dedicated support

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 SailPoint IdentityIQ if

  • You need identity governance.
  • You work on Windows, Linux, Unix.
  • You also want customer engagement.
SailPoint IdentityIQ review

Questions people ask

Is Gladly or SailPoint IdentityIQ better?
Neither clearly leads. Gladly starts at $180/month and SailPoint IdentityIQ at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gladly or SailPoint IdentityIQ?
Gladly starts at $180/month and SailPoint IdentityIQ at On request.
Does Gladly or SailPoint IdentityIQ run on more platforms?
Gladly runs on Web, Ios, Android. SailPoint IdentityIQ runs on Windows, Linux, Unix.
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 SailPoint IdentityIQ is typically brought in for.
What can Gladly do that SailPoint IdentityIQ cannot?
Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. SailPoint IdentityIQ covers Identity governance, Customer engagement, Risk detection, Compliance reporting. Both handle Salesforce.

Answered from the vendors’ own pages

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
SailPoint IdentityIQ: Does SailPoint IdentityIQ support self-hosted deployment?

Yes. IdentityIQ is available for on-premises self-hosted deployment, requiring 4-core CPU (8-core recommended), 16 GB RAM minimum for production, and 100 GB disk space. Supports Linux, Windows Server, AIX, and Solaris.

Source
SailPoint IdentityIQ: What does IdentityIQ manage?

IdentityIQ handles identity lifecycle management, provisioning, access requests, access certifications, role management, policy enforcement, segregation of duties, and compliance management across the enterprise.

Source
SailPoint IdentityIQ: Is there a SaaS alternative to self-hosted IdentityIQ?

Yes. SailPoint offers IdentityNow as a SaaS alternative to self-hosted IdentityIQ, launched in 2014 for cloud-first deployments and mid-market segments.

Source
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