# Gladly vs Zendesk

| Attribute | Gladly | Zendesk |
|---|---|---|
| **Vioscale score** | 73.4 (34% (low)) | 67.6 (73% (medium)) |
| deployment.options | `{"cloud":true}` | `{"cloud":true}` |
| description.long | A cloud-based customer experience platform that combines AI with human support to manage multi-channel conversations (voice, email, chat, SMS, social messaging) from a unified view. The platform prioritizes customer context and relationship-building while using AI to efficiently handle routine inquiries and assist human agents with complex issues. | A cloud platform that deploys AI agents to handle customer and employee service requests. Agents improve with each interaction, manage high volumes autonomously, and operate across voice and digital channels without requiring technical configuration. |
| features.capabilities | `{"hosting":"cloud","ai_agent":true,"sso_scim":false,"free_tier":false,"live_chat":true,"ticketing":true,"api_access":true,"omnichannel":true,"sla_routing":true,"shared_inbox":true,"knowledge_base":true,"voice_telephony":true,"automation_macros":true,"reporting_dashboards":true}` | `{"hosting":"cloud","ai_agent":true,"free_tier":true,"ticketing":true,"omnichannel":true,"knowledge_base":true,"voice_telephony":true,"deployment_model":"cloud_managed_saas","automation_macros":true,"reporting_dashboards":true}` |
| integrations.count | 1 | 1,800 |
| integrations.list | `[{"name":"Zendesk"}]` | - |
| platform.support | `{"web":true}` | `{"web":true}` |
| pricing | - | `{"freeTier":true,"sourceUrl":"https://www.zendesk.com","retrievedAt":"2026-08-13T16:47:54.531Z"}` |
| pricing.free_tier | - | yes |
| pricing.model | - | freemium |
| pricing.price_level | - | low |
| pricing.transparent | - | no |
| reliability.sla_pct | 99.9 | - |
| reliability.status_page | yes | yes |
| security.disclosure_policy | - | yes |
| security.fedramp | - | yes |
| security.gdpr | yes | - |
| security.hipaa | yes | yes |
| security.iso27001 | - | yes |
| security.pci | yes | yes |
| security.soc2 | yes | yes |

## Capabilities (Customer Support)

| Capability | Gladly | Zendesk |
|---|:--:|:--:|
| **Core** |  |  |
| Ticket / case management | ✓ | ✓ |
| **Channels** |  |  |
| Live chat | ✓ | - |
| Shared inbox | ✓ | - |
| Omnichannel (email+chat+social+voice) | ✓ | ✓ |
| Voice / telephony | ✓ | ✓ |
| **Self-service** |  |  |
| Self-service knowledge base | ✓ | ✓ |
| **Automation** |  |  |
| SLAs, triggers & routing | ✓ | - |
| Automation / macros | ✓ | ✓ |
| **AI** |  |  |
| AI agent / copilot | ✓ | ✓ |
| **Insight** |  |  |
| Reporting & dashboards | ✓ | ✓ |
| **Deployment** |  |  |
| Hosting | Cloud only | Cloud only |
| **Enterprise** |  |  |
| SSO / SCIM | ✗ | - |
| **Extensibility** |  |  |
| Public API | ✓ | - |
| **Pricing** |  |  |
| Free tier | ✗ | ✓ |

*Source: Vioscale. Generated 2026-09-01T15:18:28.607Z. "-" = undocumented, not absent.*