HelpNinja vs Gladly in February 2026

82% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

HelpNinja

Help Desk Software

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94% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Gladly

Help Desk Software

4.8 989 user ratings

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Overview

Description	HelpNinja is a simple and effective tool for executing helpdesk related tasks. It does not comprise complicated portals & ticket IDs and thus, turns out to be a simple and informative way of conversation between the client and his customer base. The communication window resembles that of emails but it is entirely secured with a powerful backup system to eliminate loss of data. All conversations across different teams, brands and emails are accessible via a single login and thus, on a single platform. The mailboxes are all a click away from efficient categorisation and management. The customer conversations can be collaborated on by active team members who can effectively categorise and divide assignments according to urgency. Workflows allow businesses to set up automation and handle tasks with enough accuracy and speed. Additional features include notifications via email and Slack. Clients can also keep a track of their customer experiences with real-time satisfaction ratings. Advanced search helps in keeping a track of important emails, conversations and customers, besides monitoring answers related to customer-generated queries with smart keyboard shortcuts. Read more	Gladly is a customer support platform that sees clients as individuals rather than numbers and enables you to create one everlasting dialogue, enhance agent efficiency, increase income, and lower IT expenses. It assists you transform your customer service division from a charge epicenter to a revenue producer with radically personalized client experiences. With Gladly, you can create a revenue-focused culture within your support staff in order to generate hyper-personalized suggestions and acquire consumers with high buy intent. To enhance CLTV and brand loyalty, you can assign a dedicated team of agents to give concierge-level service to your most valuable clients. You can make it simple to pay on digital communications channels by offering complete credit card transactions and reducing payment friction. You can deepen connections with high-value consumers by routing them to specialized agents who know all there is to know about them, including their preferences and previous purchases, resulting in brand loyalty and long-term relations. You can send proactive messaging to your clients at the appropriate times to avoid losing them before making a deal. Read more
Pricing Options	Free Trial Available Starts at $19.00.	Free Trial Not Available Offers Custom plan.
SW Score & Breakdown	82% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more 94% Reviews 60% Momentum 63% Popularity 68%	94% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more 100% Reviews 85% Momentum 66% Popularity 82%
SaaSworthy Awards	Not Available	# 11 Fastest Growing # 10 Fastest Growing

Features

Total Features	14 Features	19 Features
Common Features for All	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company Concurrent Calling Allows to place more calls simultaneously without reducing call quality. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 11 More - Show Less	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company Concurrent Calling Allows to place more calls simultaneously without reducing call quality. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 14 More - Show Less
Unique Features	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Multi-language Support Available in multiple languages to support global customers	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Multi-language Support Available in multiple languages to support global customers

Technical Details

Organization Types Supported	Large Enterprises Medium Business Small Business	Large Enterprises Medium Business Small Business
Platforms Supported	SaaS/Web/Cloud Mobile - Android Mobile - iOS	SaaS/Web/Cloud Mobile - Android Mobile - iOS
Modes of Support	24/7 (Live rep) Business Hours Online	24/7 (Live rep) Business Hours Online
API Support	NA	Available

Reviews & Ratings

User Rating	Not Available	4.8/5 989 user ratings
Rating Distribution	Not Available	Excellent 82.8% Very Good 16.1% Average 1.1% Poor 0% Terrible 0%
Review Summary	Not Available	Gladly is widely praised for its user-friendly interface, making it easy for customer service representatives to navigate and utilize its features. Users appreciate the platform's ability to centralize customer information, streamlining communication and improving efficiency. However, some users reported occasional glitches, slow loading times, and a lack of customization options, suggesting potential areas for improvement. Despite these minor drawbacks, Gladly remains a valuable tool for enhancing customer service interactions and fostering stronger customer relationships.
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Pricing

Pricing Options	Free Trial Available Starts at $19.00.	Free Trial Not Available Offers Custom plan.
Pricing Plans Monthly Plans Annual Plans	Pro $19.00 $19.00 per user / month	Gladly Custom
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