Customer Service & Helpdesk
Gladly
Provenance unknown Report an error0–5 in half steps. 5 means the rubric's top anchor is met on the evidence.
by Gladly, Inc. · www.gladly.com
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Gladly at a glance
- Vendor
- Gladly, Inc.
- Headquarters
- Not stated on the vendor’s pages as of 3 Nov 2026
- Data hosting
- Not stated on the vendor’s pages as of 3 Nov 2026
- Free plan
- Not stated on the vendor’s pages as of 3 Nov 2026
- Panel verdict
- The AI panel rates Gladly 3/5, the mean of 6 judges. Gladly — the platform now named Gladly Team — earns its highest marks on omnichannel, 7-8, where judges found eight channels (voice, chat, SMS, Facebook Messenger, Twitter, WhatsApp, email, voicemail) meeting in one conversation timeline per customer under a single SLA model. how scores are made
- As of
- Vendor pages captured 3 Nov 2026; evaluated by the panel 4 Nov 2026. all sources
Read this page as one judge. Each weighs the same scores by what they care about.
The panel's verdict
Gladly — the platform now named Gladly Team — earns its highest marks on omnichannel, 7-8, where judges found eight channels (voice, chat, SMS, Facebook Messenger, Twitter, WhatsApp, email, voicemail) meeting in one conversation timeline per customer under a single SLA model. Customer data protection scores 6-7 for documented deletion at message, thread, call-recording and profile level and platform-wide retention with a 365-day minimum, held back by a redaction tool the pages state is currently only available for Shopify. Ticketing core scores 6-7 on a documented SLA and routing engine; judges found no public information on breach warnings, escalation, or merge and split, and the SLA attainment and channel mix reports are stated to be sunset soon. Among the product criteria, knowledge and self-service sits lowest at 5-6; integrations scores a flat 6 with a documented REST API and webhooks capped at 50 per organization. Sovereignty scores 0-1, with hosting, contracting entity, subprocessors and a data processing agreement all unknown; pricing transparency is 0. The bench stayed close: no criterion spans more than one point.
Speaks for it
- Eight channels — voice, chat, SMS, Facebook Messenger, Twitter, WhatsApp, email and voicemail — run in one system with per-channel SLA fulfilment rules.
- Deletion is documented at message, email-thread, call-recording and whole-profile level, with GDPR and CCPA retrieval via API and a compliance event log.
- SLA targets are configurable per Inbox and per Channel Entry Point, with due dates that drive routing priority.
- A documented REST API with token rotation, and webhooks offering custom headers, basic auth, retries and auto-disable, up to 50 per organization.
- Help Center supports multiple brand- and language-specific centers, embeddable on your site or Shopify, with up to 1,000 Public Answers per language or Audience.
Held against it
- No price, tier, per-agent basis or billing period appears on the captured pages, so an invoice cannot be computed from public information.
- Hosting location, contracting entity, subprocessor chain and a data processing agreement all remain unknown from the captured pages.
- The redaction request tool is stated to be currently only available for Shopify.
- The SLA attainment and channel mix reports are both stated to be sunset soon.
- The events export reaches back only 24 hours, and all-time raw transcript data can only be generated by Gladly Support.
Best for
- You support customers across many channels and need every conversation — voice to WhatsApp — on one timeline per customer under one SLA model.
- Your compliance workload centres on GDPR and CCPA subject requests requiring deletion at message, thread, call-recording or whole-profile level.
- Your developers can build against a documented REST API and webhooks to bring Shopify or Klaviyo activity into the customer profile.
- You run multiple brands or languages and want a separate embeddable Help Center for each, with up to 1,000 Public Answers per language or Audience.
Avoid if
- Your redaction and compliance requests arrive from platforms other than Shopify — the redaction tool is currently only available for Shopify.
- You need to export event history yourself beyond a 24-hour window — all-time raw transcript data can only be generated by Gladly Support.
- Your reporting cadence depends on the SLA attainment or channel mix reports — the pages state both will be sunset soon.
- You need retention rules per queue or data category rather than one platform-wide setting.
The scores
| Criterion | Panel median |
|---|---|
| Ticketing, queues & SLA | 3.5 of 5 |
| Channels in one queue | 3.5 of 5 |
| Knowledge base & deflection | 3 of 5 |
| Customer data protection | 3.5 of 5 |
| Integrations & API | 3 of 5 |
| European sovereignty | 0.5 of 5 |
Ticketing, queues & SLA
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How this is scored
The engine: how work is routed, prioritised, escalated and measured — and whether an agent can find the ticket they need among ten thousand.
0 — Not a ticketing tool: requests stay in a shared mailbox or chat with no ticket, owner or status of their own.
3 — Tickets with assignment, a status and a conversation history, worked from a shared inbox with views or filters.
5 — Tickets routed by rules or automations to teams or agents, priorities and statuses, SLA targets or response-time reporting, and search across tickets.
8 — Business-hours-aware SLA policies per queue or customer with breach warnings and escalation, macros and triggers, merge and split, skills- or load-based assignment, and reporting on first-response and resolution time by agent and queue.
10 — The workload is managed rather than merely tracked: capacity-aware assignment, SLA per contract with reporting an account manager could show a customer, audit of every status change, and search that finds the ticket from a half-remembered phrase.
The Support Lead
The SLA engine is real: targets set per Inbox and per channel entry point, due dates that drive routing order, precise fulfilment rules per channel, and weekly, monthly and quarterly attainment reporting I could actually take into a review, with canned responses and rules-based automation alongside. I found no public information on warnings before a due date breaches, escalation on breach, skills-based assignment, merge and split, or per-agent performance reporting — and the vendor's own pages state that both the SLA attainment and channel mix reports are being sunsetted soon. 2 3 5 11
The Agent Advocate
The routing engine is real: SLA targets sit on entry points and inboxes with documented precedence on transfers and reassignment, due dates drive queue priority, and replies can be pinned to the same agent within a time window or pushed to the next available one. Canned responses and rules are documented and SLA attainment is reported by channel and available via API, though that report and the channel-mix report are both stated to be sunset soon, and I found no public information on search across tickets, merge and split, or breach warnings and escalation. 2 3 5
The Data Protection Officer
SLA targets are configurable per Inbox and per channel Entry Point with a documented due-date formula, per-channel fulfilment rules and an attainment report showing percentage-within-SLA by channel and period, and routing offers same-agent and next-available-agent assignment alongside canned responses and bulk close. We found no public information on breach warnings, escalation, merge and split, or per-agent resolution reporting, and the pages themselves note the SLA attainment report will be sunsetted soon, so this sits above basic routing but below a fully managed workload. 2 3 5 11
The Shop Operator
Email queues in an inbox and routes to the next available agent (or pins to the same agent on a time limit), SLA targets sit on the inbox or entry point with a due date that actually drives routing priority, and there's an SLA attainment report by channel with week, month and quarter comparisons plus canned responses and bulk close. The captured help pages show no business-hours-aware SLA, no breach warnings or escalation, no merge and split, and no first-response reporting broken out per agent, so I stop below the top band. 2 3 5 11
The Integrator
Routing is genuinely engineered: rules move conversations between inboxes, assignment goes to the next available agent or holds the same agent within a configurable time limit, and SLA targets sit on inboxes and channel entry points with documented due-date, transfer, cold-transfer and AI-handoff semantics. Attainment is reported by channel and inbox with weekly, monthly and quarterly comparison, and the report can also be generated via API — how I would feed our own dashboards. We found no public information on breach warnings, escalation paths, merge and split, or first-response and resolution reporting broken down by agent. 2 3 5 11
The Skeptic
The engine is real, not marketing: SLA targets sit at the Inbox or Channel Entry Point, due dates drive routing priority, Rules reassign work, canned Answers exist, and due-date semantics are documented down to what happens on a cold transfer or an inbox move. But we found no public information on breach warnings, escalation, merge or split, skills-based assignment, or search across tickets — and the SLA Attainment report itself is marked "will be sunsetted soon", which leaves the measurement layer in churn. 2 3 5 11
Channels in one queue
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How this is scored
Email, chat, phone, portal, messengers and social — judged on what actually lands in the same queue with the same history, not on how many channel logos the marketing page carries.
0 — No customer channel of its own; the product only works on tickets entered by hand or by another system.
3 — Email turned into tickets, with a web form or one further channel.
5 — Email, a web form or portal and live chat or a messenger landing as tickets in one inbox, with the customer's earlier conversations visible to the agent.
8 — The above plus telephony integration with call logging, at least one messenger (WhatsApp or similar) with its consent handling stated, social channels, and a customer portal where a requester can see their own tickets — all in one history.
10 — Channel is an implementation detail: every channel including voice and messengers writes to one conversation with one history, agents answer from one screen, and the customer can move between channels mid-issue without repeating themselves.
The Support Lead
Voice, chat, SMS, email, voicemail, WhatsApp, Facebook Messenger and Twitter all appear as native channels in one platform, each with its own SLA fulfilment definition, and voice carries call event exports and IVR recordings rather than sitting as a bolt-on. Conversations share one Contact and one timeline across channels, so a customer moving channels keeps continuity. I found no public information on a portal where a requester sees their own tickets, or on consent handling for the messengers, which keeps this short of the top level. 1 2 4 11
The Agent Advocate
Voice, voicemail, chat, SMS, email, WhatsApp, Facebook Messenger and Twitter all land as channels under one conversation timeline with one routing and SLA model, and call events are logged as conversation items — the one-screen promise. The captured pages state no consent handling for the messengers, and I found no public information on a portal where a requester sees their own tickets. 2 4 5 11
The Data Protection Officer
Voice, chat, SMS, email, voicemail, WhatsApp, Facebook Messenger and Twitter are all documented as channels with their own SLA fulfilment definitions, a Channel Mix report grouping inbound volume by Contact, and call-event lookup with IVR recording export on the telephony side, all writing into one Conversation Timeline. We found no public information on consent handling for messengers or a portal where a requester sees their own tickets, which keeps this just below the top band. 1 2 4 11
The Shop Operator
Voice, chat, SMS, WhatsApp, Twitter, Facebook Messenger, email and voicemail all run as channels in one system with per-channel SLA fulfilment rules, call-event timelines and IVR recordings, and a customer's messages across channels group into a single Contact — WhatsApp and the shop queue genuinely land together. I found no public information on WhatsApp consent handling or on a portal where a requester sees their own tickets, which is what holds it back from the top band. 2 4 5 11
The Integrator
The channel list is documented as options in one system — phone calls, chat, SMS, Facebook Messenger, Twitter, WhatsApp, email and voicemail — and every item lands in one Conversation Timeline per customer, where voice-call participant events, recordings, attachments and messages are deleted and exported together. That single per-customer timeline is the one-history model I need when wiring channels into existing systems. We found no public information on messenger consent handling or a requester-facing portal where a customer sees their own tickets. 4 5 8 11
The Skeptic
Eight channels — voice, chat, SMS, Facebook Messenger, Twitter, WhatsApp, email and voicemail — all appear as Conversations under one SLA model, and an agent response "on any Channel" stops the same Contact's clock, which is genuine one-queue evidence rather than logo-counting; IVR, call events and call recordings are all in the same conversation fabric. We found no public information on a customer portal where a requester sees their own tickets, or on consent handling for WhatsApp or any other messenger. 2 4 5 8 11
Knowledge base & deflection
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How this is scored
Whether the product reduces the number of tickets as well as organising them: public help centre, article workflow, suggestions to agents and to customers.
0 — No knowledge base or self-service of any kind; the product is a ticket inbox only.
3 — A knowledge base or FAQ with articles, internal or public, that agents can link in replies.
5 — A searchable public help centre with categories and its own branding, draft and publish states, and agents able to insert or suggest an article in a reply.
8 — Article suggestions to the customer before they submit and to the agent while they answer, multilingual articles, review dates or versioning that flag stale content, and reporting on which articles deflect.
10 — Knowledge is a managed asset: gaps identified from unanswered tickets, article performance measured against ticket volume by topic, versioned content with approval, and deflection reported as a number the team can act on.
The Support Lead
A searchable, embeddable public Help Centre powered by Answers, with sections, one language per site, multiple sites per brand, SEO out of the box, and answer search and usage reporting; Answers double as canned responses and import and export in bulk. I found no public information on draft and publish workflow, review dates or versioning, suggestions to the customer before they submit or to the agent while answering, or deflection reported as a number my team could act on. 6 7 11
The Agent Advocate
The help centre is genuinely public and searchable, with sections, per-language and per-brand centres, up to 1,000 public answers per language or audience, and embeddable on your own site or Shopify inheriting your CSS. Answer search and usage reports exist, but I found no public information on draft and publish states, suggestions before a customer submits or to an agent mid-reply, or versioning that flags stale content. 6 7 11
The Data Protection Officer
A searchable public Help Center powered by Public Answers can be embedded on the company site or on Shopify, supports multiple branded, language-specific instances, and reports on answer search and answer usage. We found no public information on draft or approval states, article versioning or review dates, or suggestions to the customer before they submit, so deflection is measured only as search and usage, not against ticket volume. 6 7 11
The Shop Operator
A public, searchable help centre of Public Answers with sections, a centre per language and per brand, embeddable on the shop including Shopify, SEO out of the box, and Answer Search and Answer Usage reports to see what customers actually read. I found no public information on draft and publish workflow, article suggestions to the agent mid-reply, or deflection reporting tied to ticket volume — and that last number is how I judge December. 6 7
The Integrator
Help Center is a customer-facing knowledge base powered by Public Answers, embeddable into our own site or Shopify, searchable, with drag-and-drop sections, multiple brand- and language-specific instances of up to 1,000 public answers each, and answer-search and answer-usage reports. The same Answers serve as agents' canned responses and can be imported and exported in bulk. We found no public information on article suggestions to customers before they submit or to agents while answering, review dates or versioning, or deflection reported as a number. 6 7 11
The Skeptic
Help Center is a searchable, embeddable public help centre with sections, per-brand centers via Audiences, one language per center, up to 1,000 Public Answers per language or Audience, and Answer Search and Answer Usage reports — and the same Answers double as agent canned responses. We found no public information on article suggestions before a customer submits, draft and publish review states, or versioning that flags stale content. 6 7 11
Customer data protection
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How this is scored
A ticket archive is personal data written by the data subject. Retention, deletion, access control, subject rights under DSGVO, and what the vendor does with attachments — judged on what the product documents it executes.
0 — The vendor's own terms state that ticket content is used for purposes beyond providing the service, or that a data processing agreement is not offered.
3 — A privacy policy and a data processing agreement (DPA) offered, with agent roles that limit what an agent can do.
5 — A DPA published or signable online, agent roles and group- or queue-level visibility, and deletion of tickets or of a requester's data documented in the help centre.
8 — Automatic retention or deletion rules per queue or data category, attachment handling stated, an audit log of agent access or changes, documented support for access and erasure requests, and redaction of ticket content.
10 — Built for a data-protection audit: retention executed and evidenced per category, field-level redaction, full audit trail, subprocessor list published, and the vendor's own support access to customer instances documented and consent-gated.
The Support Lead
Retention is executable rather than aspirational: platform-level automatic deletion of profiles, conversations, attachments and recordings after a configurable number of days, deletion documented at message, thread and whole-profile level, GDPR and CCPA retrieval through the API, and a compliance event log behind a Compliance Administrator role. Deductions come from granularity — one platform-wide retention setting rather than rules per queue or data category, and a redaction request workflow currently tied to Shopify only. We found no public information on a published data processing agreement or an audit log of agent access. 8 9
The Agent Advocate
Retention can be set platform-wide to auto-delete profile data after a configurable number of days from last contact with a 365-day floor, and deletion is documented at profile, message, thread, attachment and call-recording level, with deleted messages keeping a placeholder in the timeline. Subject-rights support runs end to end — GDPR and CCPA retrieval via API, a compliance-admin JSON export per customer, and a redaction workflow with an event log — though that tool is stated to be currently available only for Shopify, and I found no public information on a data processing agreement or an audit log of agent access. 8 9
The Data Protection Officer
Retention executes automatically at platform level — indefinite or deletion a configurable number of days after last contact, minimum 365 — and deletion is documented at profile, contact, individual message, whole email thread, attachment and call-recording level, with deleted messages replaced by a placeholder, GDPR/CCPA retrieval via API, a Compliance Admin JSON export per customer, and permanent customer redaction recorded in a Compliance Event Log. Retention is platform-wide rather than per queue or data category, the redaction-request workflow is currently Shopify-only, and we found no public information on field-level redaction, an audit log of which agent read what, a data processing agreement, or consent gating on the vendor's own access — the pages do state all-time transcript exports can only be generated by Gladly Support. 8 9 11
The Shop Operator
Retention is configurable platform-wide with automatic deletion of conversations, attachments and recordings after a set number of days (365-day minimum from last contact), and deletion is documented at message, thread, contact and profile level, with a Compliance Administrator role, a compliance event log, and GDPR and CCPA export via API or JSON. I found no public information on a data processing agreement, retention rules per queue, or a full audit trail of agent access, so I stop short of the top band. 8 9
The Integrator
Retention is configurable platform-wide — indefinite or automatic deletion after a custom number of days with a 365-day minimum from last contact — and deletion is documented down to the individual message, email thread with attachments, call recording and whole customer profile, executed by a Compliance Administrator role and recorded in a Compliance Event Log. GDPR and CCPA data-retrieval is supported through the API with a JSON profile export, and there is a developer tutorial for automating profile deletion. The redaction-request workflow is currently Shopify-only, and we found no public information on a data processing agreement, retention per queue or data category, or an audit of ordinary agent access. 8 9
The Skeptic
Deletion is documented at every granularity — individual message, contact, whole email thread with attachments, call recording, and customer profile — retention can run indefinitely or auto-delete after a set number of days with a 365-day minimum, Compliance Admins can export a customer's full record as JSON, GDPR and CCPA retrieval runs via API, and a Compliance Event Log records each completed request. The catches: the redaction tool is "currently only available for Shopify", retention is one platform-wide setting rather than per queue or data category, and we found no public information on an audit log of agent access. 8 9
Integrations & API
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How this is scored
The systems a helpdesk has to reach — CRM, shop, order management, identity — and whether the API is documented for building or gated behind a partner conversation.
0 — A closed tool with no API and no integrations; context is copied in by hand.
3 — A handful of named integrations or a connector service such as Zapier, or an API with basic documentation.
5 — Named integrations for common CRM, shop or collaboration tools, a documented REST API, and webhooks or triggers that call other systems.
8 — An app marketplace with maintained bidirectional integrations, customer context from other systems shown inside the ticket, SSO and SCIM provisioning, documented rate limits and a sandbox.
10 — A component rather than a destination: versioned API with a deprecation policy, event streaming both directions, an app framework for in-ticket extensions, and integrations the vendor maintains rather than lists.
The Support Lead
A documented REST API with developer docs, proper token lifecycle including rotation, and genuinely detailed webhook mechanics — custom headers, basic auth, retries and auto-disable — plus a no-code portal wrapping the API for exports, imports and bulk closes, and Shopify and Klaviyo appearing as named integrations. I found no public information on an app marketplace, SSO or SCIM provisioning, documented rate limits or a sandbox. The events export only reaches back twenty-four hours and all-time transcript history comes only through the vendor's support team. 3 10 11
The Agent Advocate
The REST API is documented with developer references, API tokens with rotation and shown-once handling, and webhooks carrying custom headers, basic auth and automatic disable after failed retries — real plumbing, not a partner gate. Shopify is named as an integrated platform and apps like Klaviyo post activity into customer profiles, but I found no public information on an app marketplace, SSO or SCIM provisioning, documented rate limits, or a sandbox. 3 10 11
The Data Protection Officer
REST APIs are documented behind token authentication with rotation and a dedicated API-user role, webhooks support custom headers, basic auth and up to fifty per organisation with documented retry and auto-deactivation, and a Shopify integration carries redaction payloads both ways while apps such as Klaviyo post context into the customer Profile. We found no public information on an app marketplace, SSO or SCIM provisioning, documented rate limits or a sandbox, and the Events API export is limited to a 24-hour window. 3 8 9 10 11
The Shop Operator
API tokens with rotation and a once-shown secret, webhooks with custom headers and basic auth (up to fifty per organisation), developer docs with an Events API and an automated-deletion tutorial, bulk CSV import and export tooling, plus Shopify and Klaviyo named working against the customer profile — enough to get order context wired in. I found no public information on an app marketplace, SSO or SCIM provisioning, documented rate limits, or a sandbox. 9 10 11
The Integrator
A real API estate: REST APIs with developer docs, API tokens created and rotated under an API User role, and webhooks with event selection, basic auth, custom headers, a 15-second timeout, retries and automatic disable after repeated failures — the retry semantics I insist on. Shopify and Klaviyo appear as named integrations writing activity into customer profiles, compliance webhooks flow in from Shopify, and a beta no-code tool wraps the REST APIs for bulk imports, exports and bulk-close operations. We found no public information on SSO or SCIM provisioning, rate limits or a sandbox, and the events export only reaches back 24 hours, with all-time raw transcripts available only through the vendor's support team. 3 8 9 10 11
The Skeptic
There is a documented REST API with developer docs and a tutorial, API tokens with rotation and shown-once handling, and webhooks capped at fifty per organisation with retry-then-disable, custom headers and basic auth — plus a beta no-code portal wrapping the APIs, a Shopify compliance integration, and apps like Klaviyo and Stella posting activity into the customer Profile. We found no public information on an app marketplace, SSO or SCIM provisioning, documented rate limits, or a sandbox. 3 8 9 10 11
European sovereignty
panel opinion
n/r
n/r
n/r
n/r
n/r
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How this is scored
Where the ticket archive lives, who the contracting entity is, which subprocessors touch it, and whether vendor support can read customer data. Independently sourced by the sovereignty pipeline; scored here as this buyer weighs it. Dimensions the evidence does not establish are unknown, not non-EU.
0 — Proven non-EU on every dimension the evidence covers: non-EU vendor and contracting entity and non-EU hosting, with no EU option stated.
3 — One European element proven — an EU hosting option, an EU contracting entity or EU representative, or a published DPA — with the rest of the chain unstated.
5 — EU hosting stated as standard or selectable and an EU contracting entity or EU representative, with a DPA offered; the subprocessor chain is unstated or partly non-EU.
8 — EU or DACH hosting with a named data-centre provider, EU contracting entity, subprocessor list published with locations, and any non-EU processing named with its legal basis.
10 — Sovereign end to end and evidenced: vendor, entity, hosting and every subprocessor in the EU, certification published, and a self-hosted or private-cloud option for buyers who need the archive on their own infrastructure.
The Support Lead not rated — no public information
We found no public information on where the ticket archive is hosted, which entity a European buyer would contract with, the subcontractors involved, or a data processing agreement — every sovereignty dimension came back unknown. I read the vendor's own site and the data retention and deletion pages, and neither speaks to hosting location, contracting entity or certification. 1 8
The Agent Advocate not rated — no public information
I found no public information on where the ticket archive is hosted, the contracting entity behind the vendor, its subprocessors, or a data processing agreement; every sovereignty attribute came back unknown on the captured pages, so this buyer's question cannot be scored either way. 1 8
The Data Protection Officer
No European element is established anywhere in the captured pages — hosting location, contracting entity and the subprocessor chain are all unstated, and the only dimension the pages do prove is vendor-side access: all-time raw transcript data can only be generated by Gladly Support, with no documented consent gate around that access. Without a single proven European element this cannot rise above the bottom of the scale. 11
The Shop Operator not rated — no public information
I found no public information on hosting location, the contracting entity's jurisdiction, a data processing agreement, or the subprocessor chain on any page I read — nothing here proves a European element and nothing proves a non-European one either, so this stays unscored rather than counted against them. 1 8
The Integrator not rated — no public information
We found no public information on where the ticket archive is hosted, the contracting entity, or any subprocessor chain — the vendor homepage and the help-centre pages captured here are silent on all of it. The closest adjacent fact is that all-time raw transcript exports can only be generated by the vendor's support team, which documents support access to customer data but not its location. With no European element proven on any dimension, I treat this as unevidenced rather than scored. 1 11
The Skeptic not rated — no public information
We found no public information on the contracting entity's jurisdiction, where the ticket archive is hosted, the subprocessor chain, or a data processing agreement; the sovereignty review of the vendor's own pages captured nothing on any of these dimensions, so every one of them stays unknown rather than proven either way. 1 6
Pricing transparency
not rated — the vendor publishes no price
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How this is scored
Whether a support lead can compute the real annual invoice for their agent count — including the channels and features they actually need — from public pages alone.
0 — No public prices at all; every tier is a sales conversation.
3 — A public "from" price or one priced tier, per agent or flat.
5 — Per-agent prices public for the main tiers with the billing period stated and the main features per tier listed.
8 — Every tier and add-on priced publicly with per-agent maths, telephony or messenger costs and light-agent or contact limits given, billing period, minimum term and VAT treatment stated; only genuinely custom enterprise work lacks a number.
10 — Complete price computability: a calculator or table producing the annual invoice for a given agent count and channel selection, including usage-metered channels and overage.
The Support Lead not rated — no public information
We found no public pricing information on any captured page — no tier names, per-agent prices, billing periods, or add-on costs appear anywhere, only product naming. I cannot compute an annual invoice for my twelve agents from public information. 1 6
The Agent Advocate not rated — no public information
I found no public information on pricing — no per-agent price, tier list, billing period or add-on cost appears on the captured pages, so a support lead cannot compute an annual invoice from them. 1
The Data Protection Officer not rated — no public information
We found no public information on pricing in the captured pages: the vendor page carries positioning language only, with no tier prices, billing periods, per-agent maths or add-on costs anywhere in what we read. 1
The Shop Operator not rated — no public information
I found no public prices on the captured pages — no per-agent figure, tier list, billing period or VAT treatment — so a support lead cannot compute an annual invoice for their agent count from what is published. 1
The Integrator not rated — no public information
We found no public information on pricing: none of the captured pages shows a price, a tier, a billing period or a per-agent basis, and the vendor homepage carries positioning copy rather than a pricing table. A support lead cannot begin to compute an annual invoice from these pages. 1 6
The Skeptic not rated — no public information
We found no public information on pricing: no per-agent price, tier, billing period, term, VAT treatment or add-on cost — including for the Gladly AI whose handoff behaviour the SLA documentation describes — appears anywhere in the captured pages, starting with the vendor homepage. A support lead cannot compute any invoice from what is published here. 1 2
European sovereignty — proven facts
0 of 6 dimensions provenBuilt only from facts shown on the vendor's own pages. A dimension we could not prove is left open, not scored as zero.
| Legal entity | Not determined | — | uncited Report an error |
|---|---|---|---|
| Hosting location | Not determined | — | uncited Report an error |
| Hosting options | Not determined | — | uncited Report an error |
| Open source | Not determined | — | uncited Report an error |
| Data processing agreement | Not determined | — | uncited Report an error |
| Transfer impact assessment | Not determined | — | uncited Report an error |
Questions about Gladly
Is Gladly European?
Not determined: the vendor’s pages as captured do not say where Gladly is based.
Where does Gladly store data?
Not stated on the vendor’s pages as of 3 Nov 2026.
Does Gladly have a free plan?
Not stated on the vendor’s pages as of 3 Nov 2026.
What are the best alternatives to Gladly?
As of 4 Nov 2026, the panel rates Zendesk (3.5/5), HubSpot Service Hub (3.5/5) and Deskpro (3.5/5) highest among the other 35 Customer Service & Helpdesk products evaluated. Ratings that look equal are rounded to half stars; the order uses the unrounded rating, then the name. The highest-rated European alternative is Zammad (EU-Made). Ratings are the AI panel’s opinion, formed from public evidence: how scores are made. The full list, with European products first: Gladly alternatives.
Where this could be wrong
- Evidence ages. The oldest capture behind this page is from 3 Nov 2026. Vendors change pricing and policies without notice; every fact reflects its source as of the capture date shown in the registry.
- AI can misread a source. Extraction and judgement are automated; a citation guarantees traceability, not infallibility. If something here is wrong, say so — no account needed, every report is decided within 5 business days, and accepted corrections are published.
What we left out
A claim that does not survive our checks costs us the claim, not the page. This is what was taken off this one.
- We found no public information on pricing on the pages we read (gladly.com, help.gladly.com/docs/how-sla-impacts-routing, help.gladly.com/docs/sla-attainment, help.gladly.com/docs/channel-mix, help.gladly.com/docs/configure-email-and-voicemail-routing-settings-1, help.gladly.com/docs/get-started-with-help-center and 5 more). If the vendor publishes it somewhere else, send us the page. Know more? Tell us
- We found no public information on compliance on the pages we read (gladly.com, help.gladly.com/docs/how-sla-impacts-routing, help.gladly.com/docs/sla-attainment, help.gladly.com/docs/channel-mix, help.gladly.com/docs/configure-email-and-voicemail-routing-settings-1, help.gladly.com/docs/get-started-with-help-center and 5 more). If the vendor publishes it somewhere else, send us the page. Know more? Tell us
- 16 product facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. Know more? Tell us
- 3 data facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. Know more? Tell us
- 1 integrations fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material. Know more? Tell us
Sources (11)
The pages every claim on this page was read from — each one checked, dated, and kept verifiable.
- 1 Vendor page www.gladly.com Checked 3 Nov 2026 Details →
- 2 Ticketing, queues & SLA — found from sitemap help.gladly.com Checked 3 Nov 2026 Details →
- 3 Ticketing, queues & SLA — found from sitemap help.gladly.com Checked 3 Nov 2026 Details →
- 4 Channels in one queue — found from sitemap help.gladly.com Checked 3 Nov 2026 Details →
- 5 Channels in one queue — found from sitemap help.gladly.com Checked 3 Nov 2026 Details →
- 6 Knowledge base & deflection — found from sitemap help.gladly.com Checked 3 Nov 2026 Details →
- 7 Knowledge base & deflection — found from sitemap help.gladly.com Checked 3 Nov 2026 Details →
- 8 Customer data protection — found from sitemap help.gladly.com Checked 3 Nov 2026 Details →
- 9 Customer data protection — found from sitemap help.gladly.com Checked 3 Nov 2026 Details →
- 10 Integrations & API — found from sitemap help.gladly.com Checked 3 Nov 2026 Details →
- 11 Integrations & API — found from sitemap help.gladly.com Checked 3 Nov 2026 Details →