Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshservice
Score 8.6 out of 10
N/A
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
$19
Per Month Per User
Gladly Customer Service
Score 8.6 out of 10
N/A
Gladly Software headquartered in San Francisco offers their omnichannel customer service platform, providing one platform to oversee customer correspondences and also provide customer self-help.
$38
Per Month Per User
Pricing
FreshserviceGladly Customer Service
Editions & Modules
Starter
$19.00
Per Month Per User
Growth
$49.00
Per Month Per User
Pro
$95.00
Per Month Per User
Enterprise
$119
Task Based
$38.00
Per Month Per User
Customer Facing
$150.00
Per Month Per User
Offerings
Pricing Offerings
FreshserviceGladly Customer Service
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
FreshserviceGladly Customer Service
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
FreshserviceGladly Customer Service
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshservice
8.2
139 Ratings
1% above category average
Gladly Customer Service
8.0
2 Ratings
2% above category average
Organize and prioritize service tickets9.0139 Ratings5.02 Ratings
Expert directory8.297 Ratings10.01 Ratings
Service restoration7.882 Ratings00 Ratings
Self-service tools8.3124 Ratings00 Ratings
Subscription-based notifications8.1100 Ratings00 Ratings
ITSM collaboration and documentation8.1114 Ratings10.02 Ratings
ITSM reports and dashboards8.2119 Ratings00 Ratings
Ticket creation and submission00 Ratings10.01 Ratings
Ticket response00 Ratings5.01 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Freshservice
7.6
111 Ratings
8% below category average
Gladly Customer Service
-
Ratings
Configuration mangement7.7103 Ratings00 Ratings
Asset management dashboard7.8108 Ratings00 Ratings
Policy and contract enforcement7.275 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Freshservice
8.1
106 Ratings
3% below category average
Gladly Customer Service
-
Ratings
Change requests repository8.0100 Ratings00 Ratings
Change calendar8.084 Ratings00 Ratings
Service-level management8.399 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshservice
-
Ratings
Gladly Customer Service
10.0
1 Ratings
28% above category average
External knowledge base00 Ratings10.01 Ratings
Internal knowledge base00 Ratings10.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshservice
-
Ratings
Gladly Customer Service
10.0
2 Ratings
27% above category average
IVR00 Ratings10.02 Ratings
Social integration00 Ratings10.02 Ratings
Email support00 Ratings10.02 Ratings
Help Desk CRM integration00 Ratings10.02 Ratings
Best Alternatives
FreshserviceGladly Customer Service
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.5 out of 10
Front
Front
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshserviceGladly Customer Service
Likelihood to Recommend
8.7
(140 ratings)
10.0
(2 ratings)
Likelihood to Renew
8.7
(7 ratings)
10.0
(1 ratings)
Usability
9.5
(13 ratings)
-
(0 ratings)
Availability
9.0
(5 ratings)
-
(0 ratings)
Performance
7.9
(6 ratings)
-
(0 ratings)
Support Rating
8.3
(104 ratings)
10.0
(1 ratings)
In-Person Training
7.3
(1 ratings)
-
(0 ratings)
Online Training
7.2
(3 ratings)
-
(0 ratings)
Implementation Rating
9.1
(8 ratings)
-
(0 ratings)
Configurability
8.0
(5 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.6
(3 ratings)
-
(0 ratings)
Ease of integration
6.6
(7 ratings)
-
(0 ratings)
Product Scalability
8.1
(6 ratings)
-
(0 ratings)
Professional Services
8.6
(4 ratings)
-
(0 ratings)
Vendor post-sale
8.3
(4 ratings)
-
(0 ratings)
Vendor pre-sale
7.1
(5 ratings)
-
(0 ratings)
User Testimonials
FreshserviceGladly Customer Service
Likelihood to Recommend
Freshworks Inc
Freshservice is a great solution if you plan to use multiple modules and incorporate multiple business units. The all in pricing allows exploration of the many capabilities of the platform without worrying about cost as it is set per agent per month. If you only need ticketing the price in my opinion is not competitive. Also, as Freshservice does so many thing, they do them all adequately. So for the all in pricing you are giving up having top tier product in each module.
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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
  • Asset Management Module: The features I like most in this module are the discovery agent software, which allows us to collect device information without manual intervention, and the simplicity and robustness of the module itself.
  • Service Catalog: This feature allows us to create forms tailored to specific service requests based on group requirements. The ability to customize forms greatly helps both us and our end-users provide the necessary information to fulfill their requests.
  • Workflow Automator and Business Rules: These two allow us to have some automation in place, eliminating some of the manual steps and decreasing the number of human errors that may happen due to manual changes.
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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.
Read full review
Cons
Freshworks Inc
  • Figuring out the automations is sometimes tricky. For example, if you want to pull the information for an asset and put in the service tag into the ticket then this uses Liquid filters which are sometime hard to understand
  • Would love to see a more feature rich CMDB built into the assets module
  • Reporting is not granular enough and some reports are nearly impossible to generate
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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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Likelihood to Renew
Freshworks Inc
Freshservice is pretty ingrained in our IT processes and policies. A replacement would take quite a while to do, but we are mostly satisfied with the service so we have no plans on moving.
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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
Easy to navigate and use GUI. We have many infrastructure team members from various departments using Freshservice and their on-boarding and training was very straightforward and we have not received much, if any negative feedback from non-technology users in regards to overall usability, interface or functionality.
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Gladly Software
No answers on this topic
Reliability and Availability
Freshworks Inc
Downtime is minimal (it does happen but not often)
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Gladly Software
No answers on this topic
Performance
Freshworks Inc
There are days where it can get a bit slow for a short time, but these are rare and I wouldn't exactly blame it on their product. The system itself processes requests very quickly.
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Gladly Software
No answers on this topic
Support Rating
Freshworks Inc
I contacted support once and the person handling the request was very helpful. The staff is very competent. In my opinion communication could be improved as the level of spoken English is very high. I was unable to understand some words, in fact two people participated in the second meeting.
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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
Training was enough to use the base website
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Gladly Software
No answers on this topic
Online Training
Freshworks Inc
Their documentation is pretty good, but only available in English. This makes it difficult for some of our users to understand. There are also some basic video courses available.
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Gladly Software
No answers on this topic
Implementation Rating
Freshworks Inc
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
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Gladly Software
No answers on this topic
Alternatives Considered
Freshworks Inc
1. Cost - I have always had the best cost provided by Freshservice as compared to others 2. Functionality - far more functionality is provided by Freshservice 3. ITIL enabled ITSM tool with better support for different ITIL modules 4. Reporting - easiest to produce reports in Freshservice 5. Workflows - Workflows are far superior and easier to configure as compared with other products Service Now is great for the above as well, but it comes at a far greater cost as compared.
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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
Was not able to update us proactively about our renewal causing lost of access
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Gladly Software
No answers on this topic
Scalability
Freshworks Inc
The software is very scalable from a small to mid sized team. The features have seemed to scale exceptionally well.
Read full review
Gladly Software
No answers on this topic
Professional Services
Freshworks Inc
We did not have professional services.
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Gladly Software
No answers on this topic
Return on Investment
Freshworks Inc
  • Freshservice has allowed us to handle approximately 20% more tickets and incidents per month, compared to our previous legacy system.
  • Back & forth communication between our techs and end users was very poor prior to Freshservice. Freshservice has changed all that. Email and other communication is now very fluid and easy for both groups. Communication has increased significantly.
  • Supervisor reporting and management are also much better. It's much easier and quicker to get information about how things are going. The "at a glance" dashboards are very effective and I use them daily.
  • Freshservice has a technician leaderboard that has caused our techs to push themselves to surpass their counterparts. The end result is that tickets get resolved more quickly and our end users get their issues resolved faster.
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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

Freshservice Screenshots

Screenshot of Android App SupportScreenshot of Asset ManagementScreenshot of Project ManagementScreenshot of Asset ManagementScreenshot of Change ManagementScreenshot of Project Management