Zendesk vs Gladly: An Honest Comparison for 2026

Let's talk about your options

If you're reading this, you're probably knee-deep in researching customer support platforms. Maybe you're frustrated with your current setup. Maybe your team is scaling and your tools aren't keeping up. Or maybe you're just starting out and want to make the right choice from day one.

Either way, you've likely come across both Zendesk and Gladly. They're frequently mentioned in the same breath, which makes comparing them important if you want to make an informed decision.

Zendesk (2007) positions itself as “Industry Standard” — The default enterprise helpdesk.

Gladly (2014) takes a different approach: “Radically Personal Service” — People-centered customer service platform.

We've spent significant time with both platforms. Here's what we honestly think.

Who should actually consider each option?

Before we dive into features and pricing, let's be real about who each platform is actually built for. Not every tool is right for every team, and that's okay.

What each platform does well

Let's start with the positives. Both platforms have been around for years and have real strengths.

What we like about Zendesk

Zendesk has built a solid reputation over the years, and for good reason:

• Industry standard with proven reliability
• Largest marketplace and integrations
• Flexible for any support model
• Extensive customization
• More affordable entry point

What we like about Gladly

Gladly brings its own set of strengths to the table:

• Truly unified conversation across all channels
• Voice, WFM, and QA included
• Agents see complete customer history instantly
• No ticket numbers (more human)
• Built for premium customer experiences
• Loved by luxury and D2C brands

Where each platform falls short

No software is perfect. Here's where each platform will likely frustrate you.

Our frustrations with Zendesk

After spending time with Zendesk, these issues stood out:

• Ticket-based model feels impersonal
• Channels operate in silos
• Voice, WFM, QA all cost extra
• Complex to administer
• Legacy architecture shows its age

Our frustrations with Gladly

Gladly isn't without its problems either:

• Expensive (enterprise pricing)
• Smaller integration ecosystem
• Not ideal for IT/technical support
• Overkill for basic support needs
• Requires minimum seat count

Feature-by-feature breakdown

If you're the type who wants to see exactly what you get with each platform, here's the detailed breakdown. We've highlighted the features that we think matter most.

Let's talk money

Pricing is often the deciding factor, so let's break down what you'll actually pay. Keep in mind that both platforms love to hide costs in add-ons, so the sticker price rarely tells the whole story.

What Zendesk will cost you

What Gladly will cost you

So, which one should you choose?

After all this analysis, here's our honest take: Gladly wins for brands where customer experience is the product. Zendesk wins for flexibility and budget-conscious teams.

If you're a premium brand where every customer interaction matters (retail, hospitality, luxury), Gladly delivers a genuinely different experience. For everyone else, Zendesk is more practical.

Common questions

Here are the questions we hear most often from people comparing these platforms.