What users are saying about
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Top Rated
131 Ratings
4 Ratings

Freshservice

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Top Rated
131 Ratings
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Score 8.7 out of 100
4 Ratings
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Score 6.9 out of 100

Feature Set Ratings

  • Gladly ranks higher in 1 feature set: Incident and problem management

Incident and problem management

7.9

Freshservice

79%
8.0

Gladly

80%
Freshservice ranks higher in 5/9 features

Organize and prioritize service tickets

8.9
89%
68 Ratings
5.0
50%
2 Ratings

Expert directory

6.4
64%
49 Ratings
10.0
100%
1 Rating

Service restoration

6.8
68%
41 Ratings
N/A
0 Ratings

Self-service tools

8.3
83%
64 Ratings
N/A
0 Ratings

Subscription-based notifications

8.3
83%
51 Ratings
N/A
0 Ratings

ITSM collaboration and documentation

8.2
82%
58 Ratings
10.0
100%
2 Ratings

ITSM reports and dashboards

8.1
81%
56 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
10.0
100%
1 Rating

Ticket response

N/A
0 Ratings
5.0
50%
1 Rating

ITSM asset management

7.7

Freshservice

77%

Gladly

Feature Set Not Supported
N/A
Freshservice ranks higher in 3/3 features

Configuration mangement

8.2
82%
52 Ratings
N/A
0 Ratings

Asset management dashboard

7.5
75%
53 Ratings
N/A
0 Ratings

Policy and contract enforcement

7.5
75%
39 Ratings
N/A
0 Ratings

Change management

7.8

Freshservice

78%

Gladly

Feature Set Not Supported
N/A
Freshservice ranks higher in 3/3 features

Change requests repository

7.9
79%
51 Ratings
N/A
0 Ratings

Change calendar

7.3
73%
43 Ratings
N/A
0 Ratings

Service-level management

8.2
82%
50 Ratings
N/A
0 Ratings

Self Help Community

Freshservice

Feature Set Not Supported
N/A
10.0

Gladly

100%
Gladly ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
10.0
100%
1 Rating

Internal knowledge base

N/A
0 Ratings
10.0
100%
1 Rating

Multi-Channel Help

Freshservice

Feature Set Not Supported
N/A
10.0

Gladly

100%
Gladly ranks higher in 4/4 features

IVR

N/A
0 Ratings
10.0
100%
2 Ratings

Social integration

N/A
0 Ratings
10.0
100%
2 Ratings

Email support

N/A
0 Ratings
10.0
100%
2 Ratings

Help Desk CRM integration

N/A
0 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

9.0

Freshservice

90%
69 Ratings
10.0

Gladly

100%
2 Ratings

Likelihood to Renew

9.1

Freshservice

91%
2 Ratings
10.0

Gladly

100%
1 Rating

Usability

9.0

Freshservice

90%
6 Ratings

Gladly

N/A
0 Ratings

Support Rating

8.2

Freshservice

82%
38 Ratings
10.0

Gladly

100%
2 Ratings

Implementation Rating

8.9

Freshservice

89%
2 Ratings

Gladly

N/A
0 Ratings

Likelihood to Recommend

Freshworks Inc

Ticket management is so well put together! It's easy to create, work and wrap up tickets in an efficient manner. Inventory management is helpful and provides us info that we need on the fly to help our customers better. Issue management other than IT, we rolled Freshservice out to several departments where the workflows and structure were well suited to handle their issues easily and efficiently. I struggle to think of a scenario where it is less appropriate, unless it's where the users just won't use it!
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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

  • Helpdesk Ticketing system for escalation and distributing among technicians.
  • Service requests for ordering processes and employee onboarding and termination.
  • Project Management is a useful tool for our IT department to track internal projects.
  • The reporting is very helpful reporting various metrics to leadership.
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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

  • Once a ticket is resolved and closed if a user responds back it is automatically opened back up. The toggle button for this feature is all or nothing.
  • When the client is installed on the user end not having the software assign an automatic asset tag number. Maybe leaving that field blank or creating a feature where you can turn this on or off.
  • I really can think of any, I really have no complaints about the software
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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

Freshservice

Starting Price

$19 Per Month Per User

Editions & Modules

Freshservice editions and modules pricing
EditionModules
Starter$19.001
Growth$49.002
Pro$89.003
Enterprise$1094

Footnotes

  1. Per Month Per User
  2. Per Month Per User
  3. Per Month Per User
  4. none

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing

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

It's overall value in our organization is extremely high and it has become an essential part of our business.
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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

On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
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Gladly Software

No answers on this topic

Support Rating

Freshworks Inc

In general, the support was provided in a timely matter. But if you need a better support - there are more expensive plans available with premium support. As for the support we requested - any bugs were fixed quickly. The things nice to have were addressed slowly or never - but this is because of our plan))
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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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Implementation Rating

Freshworks Inc

think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
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Gladly Software

No answers on this topic

Alternatives Considered

Freshworks Inc

SolarWinds Service Desk helpdesk ticketing system it not as easy to use. The integration is not as good as Freshservice. Solarwinds helpdesk tickets does not show related issues as well to help resolve issues. It does not have contract tracking to assist with license expiration. Asset tracking falls short within Solarwinds. As well as automated process and integration with Azure and Domain services.
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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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Return on Investment

Freshworks Inc

  • We were able to secure more budget for additional resources by using ticket entry reports to justify the expense.
  • We were able to manage our resources better and increase our coverage where it was most important without having to increase spending.
  • We prevented many lost in the clutter problems by having a consistent portal to open tickets with recorded timing and responses.
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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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Screenshots

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