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Software · head to head

Zoho Desk vs Gladly

Zoho Desk logo

Zoho Desk

Software

Context-aware help desk software

From
Free
Rated
-
Full reviewWebsite
Gladly logo

Gladly

Software

Radically personal customer service

From
$180/month
Rated
-
Full reviewWebsite

The short version

  • Only Zoho Desk has a free tier, so it costs nothing to try first.
  • Each has a real cost: Zoho Desk free plan caps at three user licenses; paid plans (Express, Standard, Professional, Enterprise) are billed annually to get the listed rate, with monthly billing costing more, and light user seats are priced separately from full agent seats; 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: Zoho Desk covers Ticket management, Gladly covers Lifelong conversation.

Where they differ

Only the attributes on which Zoho Desk and Gladly actually diverge.

Attributes where Zoho Desk and Gladly differ
AttributeZoho DeskGladly
Starting priceFree$180/month
Free tierYesNo
Founded19962014

Identical on both: pricing model (subscription), platforms (Web, Ios, Android), 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 Zoho Desk

  • Ticket management
  • Multi-channel support
  • AI assistant
  • Automation
  • Reporting
  • Zoho CRM
  • Slack
  • G Suite

Only in Gladly

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

Both cover

  • Knowledge base
  • Salesforce
  • SOC2
  • GDPR
  • Web support
  • Ios support
  • Android support

What people use each for

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

Zoho Desk

  • Multi-channel supportnot Gladly
  • IT help desknot Gladly
  • Customer servicenot Gladly

Gladly

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

Where each one falls short

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

Zoho Desk

  • Free plan caps at three user licenses; paid plans (Express, Standard, Professional, Enterprise) are billed annually to get the listed rate, with monthly billing costing more, and light user seats are priced separately from full agent seats

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

Zoho Desk

Free
  • FreeFree
    • 3 agents
    • Email ticketing
    • Help center
  • Standard$14/month
    • Social channels
    • Workflow automation
    • Customer happiness ratings
  • Professional$23/month
    • Multi-department
    • Round-robin assignment
    • Custom fields
  • Enterprise$40/month
    • AI Zia
    • Multi-brand help center
    • Advanced analytics

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 Zoho Desk if

  • You need ticket management.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want multi-channel support.
Zoho Desk 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 Zoho Desk or Gladly better?
Neither clearly leads. Zoho Desk 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, Zoho Desk or Gladly?
Zoho Desk has a free tier; the other does not. Paid plans start at Free for Zoho Desk and $180/month for Gladly.
Does Zoho Desk or Gladly run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
Can I use Zoho Desk for free?
Yes. Zoho Desk has a free tier, so you can try it without paying. Gladly starts at $180/month.
What is Zoho Desk best used for?
Zoho Desk is most often used for multi-channel support, it help desk, customer service. Of those, multi-channel support and it help desk are not what Gladly is typically brought in for.
What can Zoho Desk do that Gladly cannot?
Zoho Desk covers Ticket management, Multi-channel support, AI assistant, Automation. Gladly covers Lifelong conversation, Omnichannel support, Customer timeline, Task management. Both handle Knowledge base, Salesforce, SOC2, GDPR.
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