Freshservice
Gladly
| Feature | Freshservice | Gladly |
|---|---|---|
| Pricing | From $19/mo | From $180/mo |
| Free Plan | ✗ No | ✗ No |
| Rating | 4.4 / 5 | 4.5 / 5 |
| Best For | it-teams, enterprise, msp-providers, help-desks | ecommerce-brands, luxury-retail, enterprise-support, customer-obsessed-teams |
| Founded | 2014 | 2014 |
| Incident Management | ✓ | ✗ |
| Asset Management | ✓ | ✗ |
| Change Management | ✓ | ✗ |
| Service Catalog | ✓ | ✗ |
| Knowledge Base | ✓ | ✗ |
| Ai Agent | ✓ | ✗ |
| Unified Conversation | ✗ | ✓ |
| Omnichannel Inbox | ✗ | ✓ |
| Voice Support | ✗ | ✓ |
| Self Service | ✗ | ✓ |
| Customer Timeline | ✗ | ✓ |
| Task Management | ✗ | ✓ |
✓ Freshservice Pros
- Intuitive interface
- ITIL-ready
- Good automation
- AI capabilities
✗ Freshservice Cons
- Expensive at higher tiers
- Limited customization
- Reporting limitations
✓ Gladly Pros
- Single conversation thread per customer
- Excellent omnichannel support
- Built-in voice and messaging
- Customer-first approach
✗ Gladly Cons
- Very expensive per agent
- Enterprise-focused
- Smaller marketplace of integrations
The Verdict
Freshservice is built for it teams and enterprise, with a focus on incident-management and asset-management. Gladly targets ecommerce brands and luxury retail and leads with unified-conversation and omnichannel-inbox.
On pricing, Freshservice is the clear winner for budget-conscious users — starting at $19/mo compared to $180/mo for Gladly. That $161/mo difference adds up quickly for growing teams.
Neither tool offers a free plan, so factor the subscription cost into your decision from the start.
This is a genuinely close comparison. If you can, sign up for both free trials (where available) and run a one-week test with your actual team tasks before deciding.