Gladly
Gladly: A conversation-centric help desk for retail brands managing support across many channels. Ranked #37 of 100 in Help Desk Software by our editors (5.8/10); pricing: Pricing on request; best for retail brands needing conversation-centric support.
At a glance
- Editor score5.8 / 10
- PricingPricing on request
- Best forRetail brands needing conversation-centric support
- SLA managementYes
- Facts checked20 Sep 2026
Where it wins
- Unifies voice, SMS, email, chat, social, and in-app conversations
- Combines shared inboxes, customer profiles, SLAs, and workflows
- Offers AI, REST APIs, webhooks, SDKs, and commerce integrations
Where it doesn't
- Pricing uses contact-sales negotiations and usage-based invoices
- The product scope centers on agent conversations rather than a customer portal
- Multi-channel workflows may require configuration across teams and inboxes
Our verdict on Gladly
Gladly is a customer service platform for consumer-facing brands and support teams. Its central model is a continuous customer conversation rather than separate tickets, bringing voice, SMS, email, chat, social messaging, and in-app support into one history. Teams can route and monitor work through shared inboxes, while customer profiles hold contact details, preferences, relationships, notes, and prior conversations. It is a strong fit for retail brands that need agents to see context across channels and manage support as an ongoing relationship.
Platform fit is a major part of Gladly’s offering. The service supports web, iOS, Android, and API access, with REST APIs, webhooks, an App Platform, and Chat SDKs for extending workflows. Listed integrations include Shopify, WhatsApp, Klaviyo, Magento, Recharge, Recurly, Medallia, and Qualtrics. Help Center content and public answers support self-service, while configurable SLAs, rule-based routing, handoffs, tagging, and scheduled follow-ups give teams control over operational processes. AI features cover customer responses, actions, and escalations.
Pricing is handled through contact sales, with billing documentation referring to negotiated order forms and usage-based invoices. That model suits organizations evaluating a tailored deployment, but it gives buyers less immediate visibility into plan comparisons. Gladly’s breadth is most useful when a support operation spans several customer channels, commerce systems, and escalation paths. Smaller teams seeking a simple ticket inbox, or organizations specifically prioritizing a customer portal, should consider a narrower help desk instead. Retail brands wanting conversation history, routing, service targets, automation, and AI in one support environment are the clearest match.
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Gladly pricing
Gladly fact sheet
| Free plan | Not verified |
|---|---|
| Paid from | Not verified |
| Shared inbox | Yes |
| SLA management | Yes |
| Help center | Yes |
| Ticket automation | Yes |
| Customer portal | Not verified |
| API access | Yes |
| Included agent seats | Not verified |
| Deployment | Cloud, Mobile |
| Platforms | Web, iOS, Android |
| Compliance & security | SOC 2, GDPR, HIPAA, PCI DSS |
| Support | Tickets, Docs · 24/7 |
| Built for | Mid-market, Enterprise (editorial estimate) |
| Integrations | 10 integrations: Shopify, BigCommerce, Salesforce, Ada, AfterShip, Attentive … See all → |
| Pricing | Pricing on request (source) |
| Website | gladly.ai |
| Facts checked | 20 Sep 2026 |
Gladly integrations
Gladly lists 10 integrations on its own site.
- Shopify
- BigCommerce
- Salesforce
- Ada
- AfterShip
- Attentive
- Chargebee
- Recurly
- Stella Connect
- Delighted
Alternatives to Gladly
- FreshdeskA mature omnichannel help desk with ticketing, automation, AI, and analytics.9.3
- Zoho DeskA broad help desk with a free plan, multichannel support, automation, SLAs, and self-service tools.9.2
- Salesforce Service CloudA deeply capable service platform whose higher tiers carry significant per-user costs.9.1
Also Ranked In
Gladly is ranked in 12 of our directories; the 6 strongest besides Help Desk Software.
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Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
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