What users are saying about
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Top Rated
351 Ratings
4 Ratings

Freshdesk

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Top Rated
351 Ratings
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Score 8.5 out of 100
4 Ratings
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Score 6.8 out of 100

Feature Set Ratings

  • Freshdesk ranks higher in 1 feature set: Incident and problem management
  • Gladly ranks higher in 2 feature sets: Self Help Community, Multi-Channel Help

Incident and problem management

8.4

Freshdesk

84%
8.0

Gladly

80%
Freshdesk ranks higher in 3/6 features

Organize and prioritize service tickets

8.7
87%
60 Ratings
5.0
50%
2 Ratings

Expert directory

7.8
78%
43 Ratings
10.0
100%
1 Rating

Subscription-based notifications

8.4
84%
3 Ratings
N/A
0 Ratings

ITSM collaboration and documentation

7.6
76%
4 Ratings
10.0
100%
2 Ratings

Ticket creation and submission

8.9
89%
61 Ratings
10.0
100%
1 Rating

Ticket response

8.8
88%
61 Ratings
5.0
50%
1 Rating

Self Help Community

8.1

Freshdesk

81%
10.0

Gladly

100%
Gladly ranks higher in 2/2 features

External knowledge base

7.8
78%
52 Ratings
10.0
100%
1 Rating

Internal knowledge base

8.4
84%
53 Ratings
10.0
100%
1 Rating

Multi-Channel Help

8.2

Freshdesk

82%
10.0

Gladly

100%
Gladly ranks higher in 4/5 features

Customer portal

8.4
84%
52 Ratings
N/A
0 Ratings

IVR

8.2
82%
21 Ratings
10.0
100%
2 Ratings

Social integration

7.9
79%
37 Ratings
10.0
100%
2 Ratings

Email support

8.9
89%
60 Ratings
10.0
100%
2 Ratings

Help Desk CRM integration

7.6
76%
38 Ratings
10.0
100%
2 Ratings

Attribute Ratings

  • Gladly is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating

Likelihood to Recommend

8.4

Freshdesk

84%
131 Ratings
10.0

Gladly

100%
2 Ratings

Likelihood to Renew

7.5

Freshdesk

75%
8 Ratings
10.0

Gladly

100%
1 Rating

Usability

8.5

Freshdesk

85%
29 Ratings

Gladly

N/A
0 Ratings

Availability

9.2

Freshdesk

92%
2 Ratings

Gladly

N/A
0 Ratings

Performance

7.3

Freshdesk

73%
2 Ratings

Gladly

N/A
0 Ratings

Support Rating

8.7

Freshdesk

87%
32 Ratings
10.0

Gladly

100%
2 Ratings

In-Person Training

8.2

Freshdesk

82%
1 Rating

Gladly

N/A
0 Ratings

Online Training

7.3

Freshdesk

73%
1 Rating

Gladly

N/A
0 Ratings

Implementation Rating

8.7

Freshdesk

87%
60 Ratings

Gladly

N/A
0 Ratings

Configurability

9.2

Freshdesk

92%
4 Ratings

Gladly

N/A
0 Ratings

Contract Terms and Pricing Model

9.2

Freshdesk

92%
2 Ratings

Gladly

N/A
0 Ratings

Ease of integration

8.2

Freshdesk

82%
2 Ratings

Gladly

N/A
0 Ratings

Product Scalability

9.2

Freshdesk

92%
2 Ratings

Gladly

N/A
0 Ratings

Vendor post-sale

8.2

Freshdesk

82%
2 Ratings

Gladly

N/A
0 Ratings

Vendor pre-sale

7.3

Freshdesk

73%
2 Ratings

Gladly

N/A
0 Ratings

Likelihood to Recommend

Freshworks Inc

Freshdesk works great when it comes to ticket escalation and moving the request from queue to queue. We have different support tiers as well as different levels of urgency that we assign to tickets. Having the option to move those tickets across different support queues that are assigned to various representatives is a must have for us. We also have queues assigned to our various teams (support, product, account management, development, etc.) since not all tickets end up being support related.
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Gladly Software

Any business that has a customer base could benefit from Gladly. If you call, text, social media message, etc Gladly can do all of these functions and keeps all of these conversations easily located so that you can refer back to previous conversations. The ability to leave notes on the account is very helpful.
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Pros

Freshworks Inc

  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
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Gladly Software

  • Easy to use interface. Supporting customers is as easy as texting a friend.
  • True Omnichannel support system where all channels live on the same screen without the need to hop between applications.
  • Built-in knowledgebase (Answers) reducing team member ramp time and providing a template for consistent solutions for our customers.
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Cons

Freshworks Inc

  • To be honest I never noticed any
  • It was smooth for me but one thing I found an issue for me as a developer I was required to send code sometimes but due to Freshdesk internal security scanning it was not allowing me to do so.
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Gladly Software

  • Gladly has errors where it times out and I lose a call. Which negatively reflects on me.
  • If a contact is not currently assigned to me and I don’t know their info I can’t find them easily even if I was associated with the ticket.
  • The inbox could notify you better of completed tasks and keep better track of your history in your own account.
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Pricing Details

Freshdesk

Starting Price

$0 Up to 10 agents per user

Editions & Modules

Freshdesk editions and modules pricing
EditionModules
Pro$491
Free$02
Growth$153
Enterprise$694

Footnotes

  1. per month per agent
  2. Up to 10 agents
  3. per month per agent
  4. per month per agent

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing Info

Gladly

Starting Price

$38 Per Month Per User

Editions & Modules

Gladly editions and modules pricing
EditionModules
Task Based$38.001
Customer Facing$150.002

Footnotes

  1. Per Month Per User
  2. Per Month Per User

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Likelihood to Renew

Freshworks Inc

We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
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Gladly Software

Gladly really has all the information needed about a customer that you would need.If gladly does have a specified space for specific information you can add notes in multiple locations to remind you self of special circumstances. Gladly meets all our expectations and continues to provide a see less transaction
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Usability

Freshworks Inc

I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
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Gladly Software

No answers on this topic

Reliability and Availability

Freshworks Inc

I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
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Gladly Software

No answers on this topic

Performance

Freshworks Inc

The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
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Gladly Software

No answers on this topic

Support Rating

Freshworks Inc

The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
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Gladly Software

Gladly is always available to support its customers. That being said, we really haven’t needed support. The product is intuitive and stable. The reality is the support we receive is more collaboration on how we can help Gladly continue to revolutionize this space.
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In-Person Training

Freshworks Inc

In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
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Gladly Software

No answers on this topic

Online Training

Freshworks Inc

This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
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Gladly Software

No answers on this topic

Implementation Rating

Freshworks Inc

For the three years of using and implementing Freshdesk in the company, it has progressed massively. I can still remember that the features it had before are nothing compared to now. It has a lot of app integration which makes system communications effective and easier. Everything in the business now complements Freshdesk. The processes and workflows we have is the best fit with Freshdesk.
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Gladly Software

No answers on this topic

Alternatives Considered

Freshworks Inc

Freshdesk offers a free trial of 21 days and the onboarding is a very smooth process. It is comparatively cheaper than its competitors and the UX is far more simple than the other products in the market. Also, the customer support that we get post the purchase is brilliant and the available in-app integrations prove to be very efficient and helpful.
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Gladly Software

Gladly truly delivers what other vendors promote:
  • True Omnichannel support.
  • Easy to use UI.
  • Robust reporting.
  • Full SaaS solution.
  • Built-in knowledgebase.
  • Simple implementation.
  • Great support team.
  • True business partnership.
  • Full 360 views of your customer.
  • Reduced ramp time for agents.
It truly is the future of Customer Support software. True game changer.
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Contract Terms and Pricing Model

Freshworks Inc

The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
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Gladly Software

No answers on this topic

Scalability

Freshworks Inc

The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
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Gladly Software

No answers on this topic

Return on Investment

Freshworks Inc

  • Freshdesk has greatly reduced the time we spend assisting our customers by leveraging features such as canned replies and integrated support articles.
  • We've integrated automated alerts for support tickets which allow us to multitask - we focus on other issues and switch to providing support only when needed.
  • Our resolution time and turnaround time have decreased dramatically.
  • We are able to easily keep track of our support performance.
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Gladly Software

  • It positively helps us communicate with each other before we communicate with the timer if there are any questions or issues.
  • Gladly helps prioritize email vs phone call and chat so that you are focusing on the most important task at hand.
  • Gladly allows you to view what other representatives are doing and if they are busy or available for questions.
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