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June 6, 2024
XX min read

Freshservice vs Gladly


In the landscape of ticketing tools, Freshservice and Gladly stand out as significant contenders, each offering unique benefits tailored to different needs. Freshservice is an IT service desk and ITSM solution designed with ITIL best practices, prioritizing exceptional service delivery. Gladly, on the other hand, is a customer service platform focused on delivering a radically personal experience by structuring support around people rather than cases or tickets. This article compares these two platforms to help you understand which may be a better fit for your organization.

Freshservice Overview

Freshservice is an IT service management (ITSM) solution that leverages ITIL best practices to ensure that organizations can deliver exceptional service. It aims to simplify IT operations and enhance overall efficiency. 

Key Features

  • Incident Management: Streamlines the process of restoring service operations quickly, minimizing disruption.
  • Problem Management: Identifies and addresses the root cause of incidents to prevent future occurrences.
  • Change Management: Facilitates safe and controlled IT changes with approvals and a structured approach.
  • Asset Management: Maintains an inventory of hardware and software assets, including their relationships.
  • Service Catalog: Provides a centralized location for users to request services and track their fulfillment.
  • Self-Service Portal: Empowers users to find solutions independently with a searchable knowledge base.
  • Automation: Reduces repetitive tasks through workflow automation to improve efficiency.
  • Analytics and Reporting: Offers in-depth insights and metrics to drive informed decision-making.

Gladly Overview

Gladly positions itself as a customer service platform designed to build lasting customer relationships. By focusing on people rather than cases or tickets, Gladly aims to create a seamless and personal customer experience. 

Key Features

  • Unified Customer Profile: Tracks each customer interaction across all channels in a single timeline.
  • Channel Agnostic: Supports communication across various channels, including email, chat, SMS, and voice, without losing context.
  • Customer Timelines: Provides agents with a history of customer interactions to ensure high-quality, personalized support.
  • Task Management: Allows agents to manage their tasks effectively within the platform, helping to streamline support workflows.
  • Self-Service Capabilities: Includes a self-service portal where customers can find answers independently.
  • Data-Driven Insights: Provides analytics to understand customer behavior and improve service.
  • Integrations: Compatible with various CRM, e-commerce, and other third-party systems to enhance functionality.
  • Agent Collaboration: Facilitates seamless communication and collaboration among agents to resolve issues faster.


Both Freshservice and Gladly serve the overarching goal of improving service delivery, albeit in slightly different domains. They share several commonalities that make them strong contenders in the realm of ticketing and service management tools.

  • Omnichannel Support: Freshservice and Gladly cater to multiple communication channels, capturing customer and employee interactions across email, chat, and other platforms.
  • Self-Service Options: Both platforms feature self-service portals where users can find solutions to their issues independently.
  • Automation: Workflow and task automation are integral to both, aiming to reduce manual efforts and enhance efficiency.
  • Reporting and Analytics: Both solutions offer robust reporting and analytics features to help organizations make data-driven decisions.
  • Integration Capabilities: Each platform integrates with third-party systems, making them versatile options for diverse business environments.


Despite their similarities, Freshservice and Gladly have distinct differences tailored to their specific use cases and target audiences. 

Focus Areas:

  • Freshservice: Primarily aimed at IT service management, Freshservice uses ITIL best practices to handle IT-related incidents, problems, changes, and assets.
  • Gladly: Focuses on customer service, emphasizing building personal relationships by having unified customer profiles and channel-agnostic timelines.

User Interface:

  • Freshservice: Features an interface optimized for IT professionals, helping them manage technical issues and IT assets efficiently.
  • Gladly: Offers a more customer-centric interface designed to give customer service agents all the context they need to offer personalized support.

Use of Timelines:

  • Freshservice: Does not focus on unified timelines but instead prioritizes ticket lifecycle management.
  • Gladly: Employs customer timelines to provide a comprehensive view of customer interactions across all touchpoints, enhancing personalization.

Service Catalog:

  • Freshservice: Includes a service catalog to streamline service requests.
  • Gladly: Does not have a service catalog but focuses on customer interaction histories for personalized support.

Target Users:

  • Freshservice: Geared towards IT departments in organizations looking to streamline their IT operations.
  • Gladly: Best suited for customer service teams aiming to build strong customer relationships.

Pros and Cons



  • ITIL-compliant processes ensure industry-standard service management.
  • Comprehensive asset management capabilities.
  • Effective workflow automation reduces manual efforts.
  • Extensive reporting and analytics for informed decision-making.
  • Service catalog enhances user experience by simplifying request processes.


  • Primarily focused on IT services, making it less versatile for other departments.
  • May have a steeper learning curve for non-IT users.
  • Customization options can be restrictive.



  • Unified customer profiles create a seamless customer experience.
  • Channel-agnostic communication ensures consistent support across all platforms.
  • Personalized service through customer timelines adds significant value.
  • User-friendly interface tailored for customer service agents.
  • Ability to integrate with various third-party platforms.


  • Focus on customer service might not meet the needs of IT departments.
  • Lacks features like a service catalog that ITSM platforms offer.
  • Could be overkill for smaller teams with simple customer service needs.

Use Cases


  • IT Service Management: Ideal for IT departments needing a robust ITSM platform to manage incidents, changes, and assets.
  • Asset Management: Organizations looking to keep precise control over their hardware and software inventory.
  • Automation of IT Workflows: Businesses aiming to reduce manual IT service tasks through automation.
  • In-Depth Reporting: Companies that require detailed analytics and reporting to drive IT service improvements.


  • Customer Service Teams: Perfect for customer service departments looking to offer a personalized, channel-agnostic support experience.
  • High Volume Customer Interaction: Brands with a high volume of customer interactions aiming to maintain strong relationships.
  • Unified Communication: Businesses requiring a single platform to manage customer communication across various channels.
  • Customer Loyalty Programs: Companies focusing on building and maintaining customer loyalty through exceptional support.


Freshservice and Gladly both offer formidable solutions within their realms, each catering to specific organizational needs. Freshservice excels as an ITSM tool, making it an ideal choice for IT departments requiring robust asset and incident management. Its ITIL-compliant processes and detailed reporting capabilities are designed to enhance IT service efficiency.

Gladly, in contrast, is tailored for customer service teams that emphasize creating personal, seamless support experiences. Its unified customer profiles and channel-agnostic approach make it a strong contender for businesses focused on customer relationship management.

In summary, your choice between Freshservice and Gladly should be guided by your organizational needs. If you need a tool to streamline IT operations and manage IT assets, Freshservice is your go-to. However, if your primary goal is to enhance customer service and build lasting customer relationships, Gladly is the superior option. 

By understanding the key features, pros and cons, and ideal use cases of both platforms, you can make a well-informed decision that aligns with your business objectives.

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