G
When to choose Gladly
- Radical 'people-centric' approach
- Great for B2C
- Unified timeline
Gladly vs Request Tracker
Choosing between Gladly and Request Tracker? Both platforms can work for customer support teams, but they usually fit different company sizes, workflows, and budget expectations.
B2CPeople-centricEnterpriseOpen-sourcePerlLegacy
R
When to choose Request Tracker
- Open-source
- Battle-tested enterprise tool
- Highly customizable
Key differences between Gladly and Request Tracker
| Factor | Gladly | Request Tracker |
|---|---|---|
| Best fit | enterprise and mid-market teams | IT and internal service teams |
| Starting price | From $150/agent/mo | Free plan / low-cost entry |
| G2-style rating | 4.5/5 | 4/5 |
| Main focus | ticket management, collaboration, and support operations | ITSM workflows, service requests, and asset-related support |
| Category | enterprise | free, itsm |
Gladly limitations
- Very high entry price
- Not ideal for B2B/ITSM
Request Tracker limitations
- Very dated UI
- Requires Perl knowledge
- Steep setup
Switching from Gladly to Request Tracker or the other way around?
Use Help Desk Migration to move tickets, customers, agents, groups, comments, attachments, and historical support data with less manual work.