Gladly
Mattermost
| Feature | Gladly | Mattermost |
|---|---|---|
| Pricing | From $180/mo | Free / from $10/mo |
| Free Plan | ✗ No | ✓ Yes |
| Rating | 4.5 / 5 | 4.2 / 5 |
| Best For | ecommerce-brands, luxury-retail, enterprise-support, customer-obsessed-teams | devops-teams, security-conscious-orgs, government, enterprise |
| Founded | 2014 | 2015 |
| Unified Conversation | ✓ | ✗ |
| Omnichannel Inbox | ✓ | ✗ |
| Voice Support | ✓ | ✗ |
| Self Service | ✓ | ✗ |
| Customer Timeline | ✓ | ✗ |
| Task Management | ✓ | ✗ |
| Messaging | ✗ | ✓ |
| Channels | ✗ | ✓ |
| Playbooks | ✗ | ✓ |
| Integrations | ✗ | ✓ |
| Self Hosting | ✗ | ✓ |
| Compliance | ✗ | ✓ |
✓ 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
✓ Mattermost Pros
- Self-hostable
- Open source
- DevOps integrations
- Secure
✗ Mattermost Cons
- Smaller ecosystem
- Fewer integrations than Slack
- Self-hosting complexity
The Verdict
Gladly is built for ecommerce brands and luxury retail, with a focus on unified-conversation and omnichannel-inbox. Mattermost targets devops teams and security conscious orgs and leads with messaging and channels.
On pricing, Mattermost is the clear winner for budget-conscious users — starting at $10/mo compared to $180/mo for Gladly. That $170/mo difference adds up quickly for growing teams.
Mattermost has a free plan, which gives it a meaningful edge for individuals and small teams exploring their options. Gladly requires a paid subscription from day one.
Bottom line: Gladly has a slight overall edge — but if self-hostable matters most to you, Mattermost may still be the right call.