Struggling with overwhelming features and confusing pricing while choosing between Zendesk and Gladly? You’re not alone. Both tools promise simple, unified support, but it’s tough to know which fits your team. This short guide keeps it clear and practical so you can make a confident choice today. We’ll cover:
Key features and standout differences
Pricing and total cost to expect
User reviews and real-world pros and cons
Integrations, onboarding, and best fit by team size
Why Ringly.io is the better choice ; )
Built for e-commerce
With experience in both AI and e-commerce, we set out become the best AI phone agent platform for online stores.
Stupid-simple user interface
Super easy to work with, and you can set it up without being tech savvy. If you create a free account you can see it for yourself though!
Quick and easy setup
Our pre-trained AI phone support agent and will have your online store automated in minutes.
Founded in Copenhagen, Denmark in 2007 by Mikkel Svane, Morten Primdahl, and Alexander Aghassipour, Zendesk builds customer service and AI-powered help desk software for businesses of all sizes. Now headquartered in San Francisco, Zendesk serves a global customer base across industries with tools for support, sales, and customer communications.
Zendesk targets support leaders, sales teams, and ecommerce operators with features like ticketing, live chat, knowledge base, AI agents, and CRM integrations. In the following section, we’ll cover features, pros/cons, pricing, and user reviews, comparing Zendesk with Gladly and Ringly.io.
Zendesk features
Zendesk Omnichannel support unifies email, chat, voice, SMS, and social in one workspace, preserving context and speeding resolution for high-volume teams.
Zendesk Advanced ticketing and case management applies SLAs, macros, and skills-based routing to streamline complex queues, handoffs, and escalations at scale.
Zendesk AI for CX delivers chatbots, intent detection, triage, and agent assist to deflect common issues and accelerate responses with out-of-the-box models.
Zendesk Self-service help center and community provide multi-brand, multilingual knowledge bases and forums to reduce ticket volume and offer searchable answers worldwide.
Zendesk Apps and integrations connect 1,500 plus marketplace apps for CRM, marketing, WFM, QA, and ecommerce to build a unified customer view with less custom development.
Suitable for mid-market and enterprise support teams handling high volumes across channels, requiring structured workflows, AI-driven deflection, and extensible integrations with CRM and ecommerce systems.
Zendesk: Key Pros and Cons
Pros
Faster case handling with Ticketing backbone that unifies channels and history, offering broader routing options than Ringly.
Smoother teamwork via Light Agents and Side Conversations that keep context in one place, while Ringly favors simpler loops.
Confident growth on Enterprise scalability that stays stable at high volumes, whereas Ringly prioritizes quick time to value.
Flexible workflows through Integrations marketplace spanning CRM, project, and knowledge tools, providing a wider catalog than Ringly’s curated set.
Faster triage using AI assistance for intent detection and suggested replies, though setup depth exceeds Ringly defaults.
Cons
Tough onboarding from Platform complexity that demands admin time and skills, whereas Ringly is lighter to configure.
Higher total cost with Tiers and add-ons as teams scale, compared with Ringly’s simpler packaging.
Slower insights due to Explore reporting that feels cumbersome for custom metrics, where Ringly’s basics may be quicker.
Limited access to AI features on lower plans, while Ringly includes more by default.
Inconsistent depth in Native integrations that omit key syncs, an area Ringly emphasizes out of the box.
Best for mid to enterprise support teams needing robust routing, scale, and an expansive marketplace. Consider alternatives like Ringly for lean teams prioritizing faster setup, inclusive AI, simpler reporting, and predictable cost.
Founded in 2014 and based in San Francisco, Gladly is a customer service software company focused on delivering radically personal and efficient experiences through its all-in-one platform. Its software unifies customer interactions across voice, email, messaging, social media, and more into a single dashboard powered by Customer AI.
Serving over 10,000 agents at more than 200 leading brands like Crate & Barrel and Ulta Beauty, Gladly targets B2C companies that prioritize operational efficiency without sacrificing personalized service. Key features include multi-channel communication natively built into the platform, AI-powered automation for routing and responses, proactive engagement tools, detailed conversation histories organized by person rather than ticket number, and seamless CRM integrations.
The following section will explore Gladly’s features, pros and cons, pricing models, and user reviews compared to Zendesk and Ringly.io to help identify which solution best fits your business needs.
Gladly Customer Service Platform - Key Features
Gladly customer service platform People-centered conversations organizes support around a single customer timeline instead of tickets, reducing duplicate contacts and enabling context-rich replies across channels.
Gladly customer service platform Unified omnichannel inbox lets agents manage email, voice, SMS, chat, and social in one view, speeding resolution by minimizing tab switching and manual merges.
Gladly customer service platform Customer recognition and context surfaces identity and preferences so agents greet returning customers accurately, streamline verification, and provide personalized assistance.
Gladly customer service platform Ease of use and fast onboarding offers a modern messaging-style interface that reduces training time and improves handle times for lean teams.
Gladly customer service platform Integrations and ecosystem connects with commerce, CRM, and help desk tools to trigger workflows like order updates, ticket creation, and emails without heavy custom development.
Best for retail and DTC brands, and lean support teams seeking unified, context-rich service with fast onboarding and practical integrations.
Gladly pros and cons from real user reviews
Pros
Faster replies, Unified omnichannel view, because agents work from one profile across email, chat, SMS, voice, and social, while Ringly.io emphasizes ergonomic simplicity.
Less back-and-forth, Customer-centric conversation threads, because history stays in one ongoing timeline instead of scattered tickets.
Quick ramp time, Ease of use and fast onboarding, helping new hires become productive quickly.
Consistent answers, Agent productivity aids (Answer Guides, notes, canned actions), lowering handle time and improving quality.
Efficient workload control, Strong routing and escalation, keeping conversations with the right agent and reducing transfers for larger teams.
Cons
Higher costs, Price and minimum seat commitments, which strain small or seasonal teams compared with Ringly.io’s more flexible models.
Slower work at times, Occasional UI and layout friction, since small fonts and long timelines can obscure details.
Lost time, Stability and loading hiccups, as rare refreshes or slow templates can force retyping.
Disrupted workflows, Availability and status controls, because going unavailable during live work can be clumsy and affect metrics.
Workarounds required, Limited customization in spots, like editing closed conversation topics or external signatures.
Gladly fits mid to large teams needing unified, high-volume omnichannel workflows; consider Ringly.io if you prioritize flexible pricing, lightweight status controls, or a simpler agent UI for smaller or seasonal teams.
Pricing - Zendesk vs Gladly
Note: The pricing information below is accurate at the time of writing and may be subject to change. For the most up-to-date pricing, please visit each company's pricing page.
Zendesk pricing
Product
Plan (tiers)
Price (billed annually)
Key features (grouped)
Contract length
Zendesk Suite
Suite Team
$55/agent/mo
Core ticketing; messaging/chat + voice; help center; automation + AI agents; prebuilt analytics; macros/business rules
Monthly or annual; annual discount; auto-renews with 30-day notice to opt out
Suite Growth
$89/agent/mo
Team + multiple ticket forms; light agents; SLAs; CSAT; multilingual; self-service portal; business hours
Suite Professional
$115/agent/mo
Growth + custom/live analytics; side conversations; skills-based routing; forums; data location; HIPAA; Sunshine Conversations
Suite Enterprise/Enterprise Plus
Enterprise Plus: contact sales
Professional + sandbox; AI content cues; content blocks; custom roles; dynamic workspaces
Zendesk Support
Support Team
$19/agent/mo
Ticketing (email/social); business rules; AI agents; basic reporting/analytics
Monthly or annual; annual discount; auto-renews with 30-day notice to opt out
Support Professional
$55/agent/mo
Team + business hours; CSAT; SLAs; multilingual; advanced reporting
Support Enterprise
~$115/agent/mo (commonly cited)
Professional + skills-based routing; custom roles; contextual workspaces; sandbox
Zendesk Sell (CRM)
Sell Team
$19/user/mo
Entry CRM; email integration; mobile app; single pipeline; task/appointment tools
Monthly or annual; annual billing at least for Team; auto-renews with 30-day notice
Sell Growth, Professional, Enterprise
Not conclusively listed in 2025 public pricing sources
Higher tiers available; details vary by source; check Zendesk pricing page or sales for current rates
Gladly pricing
Product / Plan
Price
Key features (grouped)
Notes
Customer-Facing / Flat plan (Gladly site/blog)
$150 per user/month
Core platform: omnichannel inbox (voice, chat, email, SMS, social), unified customer view, single conversation history, People Match routing, knowledge base, real-time/historical reporting, integrations
AI: Hero AI/Customer AI concepts, Sidekick support positioning
No ticket limits; same features “out of the box”
Positioning on Gladly blog: flat, scalable pricing at $150/user/month with full features and no per-ticket limits.
Hero
$180 per user/month (annual), 10-user minimum
Everything in core platform: multi-channel, unified view, one conversation history, knowledge base, reporting, integrations
AI included: "Hero AI," Sidekick built-in
Optional usage add-on: $0.60 per assisted conversation when opted in; minimum volume commitment
Listed by SMB Guide and Vendr with 10-user minimum; paid annually.
Superhero
$210 per user/month (annual), 45-user minimum
Everything in Hero plus expanded capabilities for larger teams (scaling, deeper context for live agents)
Named and priced by SMB Guide; feature detail is summarized rather than enumerated.
Task-Based (entry)
$38 per user/month
Channels built-in, consumption-based model, self-service, intelligent routing, "make it your own"
Price/tier label appears on multiple aggregators; details are limited and likely vary by quote.
Ringly.io pricing
Ringly.io has simple, usage-based pricing with no hidden fees or long-term commitments. Test drive it risk-free for 14 days, then scale up or down on month-to-month terms—or book a demo for fully tailored enterprise support.
Zendesk suits complex multichannel support with robust automations, but setup and costs can climb. Gladly is conversation‑first with unified threads and faster agent workflows, though bulk actions are limited. Pick Zendesk for enterprise control; pick Gladly for CX teams prioritizing human, seamless conversations.
What users are saying about Zendesk
“Centralized and efficient” — Helps us centralize email, live chat, and social in one workspace; automation and macros route tickets and lift team productivity. — Verified G2 reviewer, Customer Support Lead
“Powerful but complex” — Admin settings get complex for advanced workflows; reporting customization often needs Explore or an upgrade. — Verified G2 reviewer, Admin
“Great features, steep learning curve” — The learning curve was real, and pricing rises once you go beyond basic plans. — Verified Capterra reviewer, Role undisclosed
“Sales‑to‑support gap” — Pre‑sale service was exceptional, but after purchase it’s hard to reach a human; some demoed features cost extra. — Verified Capterra reviewer, Role undisclosed
What users are saying about Gladly
“User friendly and unified” — All member interactions live in one thread, making it faster to find history and respond across channels. — Verified Capterra reviewer, Customer Advisor
“Better than Zendesk for our team” — Reps work easier and faster than on Zendesk; wish chat showed when a member leaves and supported quicker screenshot pasting. — Verified Capterra reviewer, CX Manager
“Conversation‑first advantage” — Unified conversations deliver continuity that isn’t possible in a ticket‑based system. — Verified G2 reviewer, Role undisclosed
“Needs bulk actions” — We’d love the option to bulk close conversations to manage spam more efficiently. — Verified G2 reviewer, Role undisclosed
What users are saying about Ringly.io:
Ringly.io is known for its simplicity, and a focus on e-commerce, with features like abandoned cart recovery and order status lookups. It has a 4.8 star rating from 12 reviews on Product Hunt and other platforms.
"it stands out significantly ahead" - Bertrand, Director. We are at the initial stage of testing and have made only a few calls so far. Consequently, I have rated the product with four stars for now. However, I must express that the product has shown significant promise. When compared to competitors, it stands out significantly ahead.
"This is such a great product" - Jim Miranda, Founder. This is such a great product. I have been with you for less than a week and already closed 3 deals with it."
"It really sounds like a human" - Laix, Founder. Tried Ringly.io today and the quality of the phone calls surprises me! It really sounds like a human, and it reacts really fast. Will need to deploy it in action to see the full capabilities.
Picking support software comes down to fit. If you want a simple, AI-first tool that scales up or down without long contracts, Ringly.io is the safest overall choice for any size team. It is fast to launch, includes smart AI by default, and uses fair, usage-based pricing.
Who Ringly.io is best for…
Small to large teams that want quick setup, a 14-day free trial, and month-to-month flexibility.
Ecommerce brands that need AI phone agents for order status, product help, and abandoned cart recovery.
Seasonal or growing businesses that prefer usage-based pricing, with Start 99 per month, Grow 349 per month, and Scale custom.
Leaders who want AI included out of the box, with self-learning, customer memory, and easy integrations.
Who Zendesk is best for…
Mid market and enterprise teams handling high volume across email, chat, voice, SMS, and social.
Companies with complex workflows that need advanced ticketing, SLAs, skills-based routing, and side conversations.
Organizations that want a large app marketplace and can invest time in admin setup and reporting.
Teams with stable budgets that can manage higher per-seat costs and add-ons for deeper AI and analytics.
Who Gladly is best for…
Retail and DTC brands that want people-centered conversations in one timeline across all channels.
CX teams that value a clean UI, fast onboarding, and strong routing for efficient work.
Growing teams that can commit to annual contracts and seat minimums, for example 10 or more seats.
Businesses that prefer flat per-seat pricing without per-ticket limits, and can budget for higher rates.
Why Ringly.io is a Better Choice
Highly Rated: 4.8/5
Founded in 2024 in Rotterdam, the Netherlands, by Maurizio Isendoorn and Ruben Boonzaaijer, Ringly.io is revolutionizing e-commerce customer service with AI phone agents. Designed for online businesses, Ringly handles customer calls on autopilot—solving support issues, recovering abandoned carts, and even boosting sales—at just 20% of the cost of human agents.
With 2,300+ customers, Ringly.io is the go-to solution for e-commerce stores looking to scale without scaling their support team. With award-winning technology (BubbleCon 2024's "Most Innovative App"), Ringly.io transforms your phone system into a revenue-driving powerhouse—without the headaches of traditional call centers.
Features that make Ringly.io the #1 alternative to Zendesk and Gladly:
No-code setup, instant results – Ringly.io is ready to go in minutes. Just add your website, docs, or text—no engineering required—and your AI phone agent instantly understands your business. It even updates automatically as your website changes.
AI-powered sales & support – Ringly.io does both inbound and outbound calls. Recover 35%+ of abandoned carts with automated follow-up calls, provide real-time order tracking from Shopify, and convert more customers with personalized AI-driven conversations—not just reactive support.
Advanced analytics for smarter decisions – Ringly.io gives you real-time call data, customer intent tracking, and performance reports—helping you optimize support and sales strategies.
Scalable pricing without enterprise contracts – Ringly.io offers transparent, scalable pricing—pay for what you use, no locked-in contracts.
Conclusion: pick the platform that fits your reality
Zendesk, Gladly, and Ringly.io all solve real problems—just in different ways. Your best choice depends on complexity, speed to value, and how central ecommerce and phone automation are to your strategy.
Zendesk: Robust ticketing, deep routing, and a vast marketplace for complex, multichannel operations. Choose Zendesk when you need enterprise‑grade SLAs, skills‑based workflows, and have the admin bandwidth and budget to customize and scale.
Gladly: Conversation‑first, people‑centered threads with a clean omnichannel inbox and fast onboarding. Choose Gladly when you’re a mid‑to‑large retail/DTC team that values unified histories and can commit to annual seat minimums and higher per‑user pricing.
Ringly.io: AI phone agents built for ecommerce—no‑code setup, usage‑based pricing, and revenue impact via cart recovery and real‑time order lookups. Choose Ringly.io when you want quick launch, month‑to‑month flexibility, and inbound + outbound automation that scales with demand. If you’re in ecommerce, Ringly.io is the best fit.
Bottom line: Pick Zendesk for complex enterprise control. Pick Gladly for human, unified conversations at scale. For most ecommerce brands, start with Ringly.io for the fastest path to value, lower risk, and AI that drives both support and sales.
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