Help Scout vs Gladly

Choosing between Help Scout and Gladly? Both platforms can work for customer support teams, but they usually fit different company sizes, workflows, and budget expectations.

SimplicityEmailSMBB2CPeople-centricEnterprise

When to choose Help Scout

  • Invisible to customers (looks like regular email)
  • Extremely easy to use
  • Great support

When to choose Gladly

  • Radical 'people-centric' approach
  • Great for B2C
  • Unified timeline

Key differences between Help Scout and Gladly

FactorHelp ScoutGladly
Best fitsmall and mid-sized support teamsenterprise and mid-market teams
Starting priceFrom $20/agent/moFrom $150/agent/mo
G2-style rating4.4/54.5/5
Main focusAI-assisted support and automationticket management, collaboration, and support operations
Categorysmbenterprise

Help Scout limitations

  • Lacks complex routing
  • No phone channel
  • Basic reporting

Gladly limitations

  • Very high entry price
  • Not ideal for B2B/ITSM

Switching from Help Scout to Gladly 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.

Plan a migration

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