See why brands prefer Gladly over Freshdesk
Freshdesk's ticket-based AI limits personalization. Gladly's people-centered platform embeds AI for more personal service.
Why Gladly wins
Radically efficient service
Cut handle times, reduce costs, and resolve more conversations
Radically personal experiences
Every conversation feels human with full context and history
AI that drives results
Built-in AI with insights to scale efficiency and loyalty
Faster time to value
Launch in weeks, onboard quickly, and see ROI from day one
Join these Gladly brands who made the switch from Freshdesk
“Our earlier ticketing system required us to purchase additional apps to get the same functionality as Gladly. But with Gladly we got everything we needed out of the box. Now, we have real-time data and easy access to channels from one platform. It’s seamless.”
Nancy Orgill
Customer Support Manager, KÜHL
Here’s what makes Gladly the #1 Freshdesk alternative
Explore key advantages of Gladly over Freshdesk and why brands prefer Gladly.
AI that’s ready to deliver on day one
Freshdesk’s AI runs on a ticket-based system, limiting personalization and context. Gladly AI is embedded in a people-centered platform, making automation faster to deploy, easier to manage, and far more personal.
Put customers, not cases, at the center
Freshdesk routes tickets, not people. Gladly helps you match customers to the best-suited agent with full history, preferences, and lifetime value, all in one continuous conversation
One lifelong conversation
Freshdesk creates separate tickets for every channel. Gladly unifies voice, chat, email, and messaging in one timeline, giving agents a complete view without searching, merging, or duplicating.
Self-service that’s part of the conversation
Gladly puts FAQs and self-service directly into your website and app, so customers can find answers or start a conversation instantly. Agents see the full self-service history, making every conversation personal and seamless.
Freshdesk’s ticket-based model separates channels and customers, creating repetitive work for agents and impersonal experiences for customers. AI and self-service tools are limited by this structure and require constant setup.
Tickets separate AI, agents, and channels
Fragmented view of the customer
Limited automation and personalization
Gladly unifies customers, conversations, and AI in one workspace. With contextual intelligence and a lifelong conversation thread, every conversation feels fast, natural, and personal without the complexity of managing multiple systems.
AI and automation built into one platform
All channels and data connected
Simple setup managed by CX teams
Customer service that delivers real results
Brands that switch to Gladly save costs, increase agent efficiency, and boost customer satisfaction.
50%
savings from the start
93%
reduction in backlog
20%
decrease in agent workload
The Gladly advantage
Feature
Competitors
One conversation across all channels
Customer profiles with history and preferences
AI and self-service built in
Limited
Simple, modern agent workspace
Complex
Onboarding in days, not weeks
Slow
Personalization that scales
Limited
Get personalized customer service at scale
Experience the only CX platform that brings AI, self-service, and human support together in one people-centered platform, no tickets required.