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June 6, 2024
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PivotalTracker vs Gladly


When looking for a ticketing tool to streamline project management or customer service, selecting the right one is crucial for maximizing efficiency and achieving desired outcomes. Pivotal Tracker and Gladly are two noteworthy options, each offering unique features that cater to different needs.

Pivotal Tracker is a cloud-based project management tool designed to help software teams build software efficiently. It is widely known for its agile project management capabilities, making it a favorite among development teams.

Gladly, on the other hand, is a customer service platform that focuses on enhancing the relationship between service agents and customers. Unlike traditional ticketing systems, Gladly is built around people, not cases, enabling a seamless, personalized service experience across various channels. This approach has helped brands like Ralph Lauren and Ulta Beauty grow customer loyalty and lifetime value while empowering their service teams.

Understanding the nuances of these tools is essential to determine which fits best for your specific needs.

Pivotal Tracker Overview

Pivotal Tracker excels as a project management tool designed specifically for software development teams practicing agile methodologies. 

Key Features

  • User Stories and Backlogs: Centralizes all your user stories and backlogs, allowing seamless prioritization and management.
  • Real-time Collaboration: Facilitates real-time updates and collaboration among team members.
  • Iteration Planning: Supports planning sprints and iterations, complete with velocity tracking to optimize workload and predictability.
  • Analytics and Reporting: Provides insightful analytics and reporting to track progress and make data-driven decisions.
  • Integrations: Easily integrates with various tools such as GitHub, Slack, and Jira, streamlining your development workflow.
  • Mobile Access: Allows management on-the-go with a dedicated mobile app.

Gladly Overview

Gladly reimagines customer service by creating a single, lifelong conversation thread with each customer, independent of the communication channel used.

Key Features

  • Unified Customer View: Offers a holistic view of the customer's history, preferences, and past interactions, in one place.
  • Omnichannel Support: Provides a seamless customer experience across various channels, including phone, email, chat, and social media.
  • Contextual Conversations: Retains the context of interactions, enabling agents to provide personalized service without repeatedly asking for information.
  • Integrated Knowledge Base: Empowers agents with quick access to information, ensuring fast and accurate responses.
  • Automation and AI: Utilizes automation and AI to handle routine inquiries and tasks, allowing agents to focus on complex issues.
  • Team Collaboration: Enhances team collaboration with internal notes and shared customer views, ensuring consistent service standards.
  • Analytics and Insights: Delivers actionable insights to improve agent performance and customer satisfaction.


Both Pivotal Tracker and Gladly offer robust features tailored to streamline processes and enhance productivity within their respective domains.

  • User-Centric Design: Both tools are designed with the end-user in mind, aiming to improve the efficiency and effectiveness of the teams using them.
  • Real-Time Updates: They provide real-time updates, ensuring that all stakeholders are on the same page.
  • Integration Capabilities: Each platform supports a wide range of integrations to connect with other essential tools in the ecosystem.
  • Analytics and Reporting: Both offer comprehensive analytics and reporting features, enabling teams to make data-driven decisions.
  • Mobile Accessibility: Accessibility on the go is ensured with mobile app support.


The primary differences between Pivotal Tracker and Gladly stem from their core purposes and features designed to address distinct use cases.

  • Purpose: Pivotal Tracker is centered around agile project management for software development teams, while Gladly is focused on providing a seamless, omnichannel customer service experience.
  • User Interface: Pivotal Tracker uses a project board-centric interface with user stories and iterations, whereas Gladly features a conversation thread-based interface that organizes customer interactions.
  • Customization: Pivotal Tracker offers deeper customization options for project workflows, while Gladly excels in customizing customer communication workflows.
  • Automation Capabilities: Gladly has advanced AI and automation features for handling routine customer queries, whereas Pivotal Tracker leverages automation primarily for project management tasks.
  • Target Audience: Pivotal Tracker is ideal for development teams adhering to agile practices, whereas Gladly serves customer service teams aiming for high-level personalized interactions.
  • Pricing Structure: The pricing models of the two tools differ, often reflecting the specialized needs and scale of the teams they support.

Pros and Cons

Pivotal Tracker


  • Excellent for agile project management with robust story managing and sprint planning.
  • Real-time collaboration features keep team members aligned.
  • Offers insightful analytics and reporting for performance tracking.
  • Integrates seamlessly with a variety of development tools.
  • Mobile app supports project management on the go.


  • Not suitable for non-development or non-agile teams.
  • Can be overwhelming for teams not familiar with agile methodologies.
  • Limited customization outside of project management workflows.




  • Provides a unified view of customer interactions, enhancing personalization.
  • Omnichannel support ensures a seamless customer experience.
  • Advanced AI and automation handle routine tasks, freeing agents to address complex issues.
  • Integrated knowledge base speeds up issue resolution.
  • Deep analytics offer actionable insights for improving customer service.


  • Primarily focused on customer service, limiting applicability for other use cases.
  • Higher learning curve for organizations transitioning from traditional ticketing systems.
  • Can be expensive for smaller teams or startups.

Use Cases

Pivotal Tracker

  • Software Development: Ideal for software development teams practicing agile methodologies. It helps manage user stories, plan sprints, and track velocity.
  • Agile Consultancy: Useful for agile consultants managing multiple client projects, allowing them to maintain a structured workflow.
  • Product Management: Supports product managers in aligning cross-functional teams and efficiently managing backlogs and user stories.


  • E-commerce Customer Service: Perfect for e-commerce businesses needing to manage high volumes of customer interactions across multiple channels.
  • Retail Brands: Retail brands looking to enhance customer loyalty and increase lifetime value through personalized customer service.
  • Hospitality Industry: Hospitality businesses striving to offer top-notch customer support and maintain consistent service levels across all guest interactions.


Choosing between Pivotal Tracker and Gladly depends largely on your specific needs and the nature of your operations.

Pivotal Tracker stands out for agile project management, making it an ideal choice for software development teams adhering to agile practices. It excels in organizing user stories, planning sprints, and providing valuable insights through robust analytics.

Conversely, Gladly redefines customer service with its emphasis on personalized, omnichannel interactions. It is perfect for customer service teams looking to build strong relationships and ensure a seamless support experience across various communication channels. The platform’s unified customer view and advanced automation capabilities help in delivering exceptional service while empowering agents.

In summary, if your primary goal is efficient agile project management, Pivotal Tracker is the way to go. For those focused on providing unparalleled customer service and building lasting customer relationships, Gladly is the superior choice.

Key takeaways 🔑🥡🍕

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