Migrate your Gladly data
Conversation-first customer service platform for mid-to-large retail and e-commerce brands. Gladly centers all interactions around the customer profile rather than tickets, with native voice, SMS, and AI built into a single flat-rate subscription.
In its favor
Why people choose Gladly
The signal that keeps Gladly on the shortlist. Sourced from G2, Capterra, and customer scoping calls.
Flat-rate pricing model with unlimited agents appeals to high-volume support teams that want cost predictability rather than per-seat billing.
Conversation-based architecture eliminates ticket silos, giving agents the full customer history without searching across case numbers or email threads.
Native voice, SMS, email, and chat channels in one platform removes the need for third-party telephony or messaging integrations.
AI-powered reply assistance and smart routing reduce average handle time, which retail and e-commerce brands cite as a primary driver for adoption.
Brands like Nordstrom, REI, and Crate&Barrel have publicly credited Gladly with improving CSAT scores and reducing agent context-switching.
The mandatory 10-seat minimum ($1,800/month floor) and annual contract requirement lock small teams into costs they cannot justify, especially during off-season.
Seasonal e-commerce brands cannot scale seats down mid-contract, making Gladly cost-prohibitive for businesses with heavy Q4 volume and leaner off-periods.
Competitors like Freshdesk and Zendesk offer broader app ecosystems, more third-party integrations, and more granular ticket management features that Gladly lacks.
Support for escalation management, issue splitting/merging, and custom ticket properties is weaker than ticket-native platforms, frustrating teams with complex support workflows.
Some customers report difficulty getting adequate data exports when leaving, requiring involvement of Gladly Professional Services to facilitate historical exports.
Reasons to switch
Why people leave Gladly
The recurring reasons buyers give for replacing Gladly. Presented as facts, not knocks.
Platform scorecard
Strengths, weaknesses, and where Gladly fits
Grades across six dimensions, plus a SWOT-style view of where the platform shines and where it falls short.
SWOT — strengths, weaknesses, and use-case fit
Strengths
Weaknesses
Where it works
Where it struggles
Pricing tiers
Gladly pricing overview
Gladly uses a flat-rate annual subscription model with a per-user price and mandatory seat minimums (10 for Hero, 45 for Superhero). There is no monthly billing or pay-as-you-go option, making it expensive for small teams or seasonal businesses that need to scale seats up and down. Historical conversation data import is a separate paid add-on negotiated through a sales representative.
Hero
Tier 1 of 2
$180/user/month
What's included
Need help selecting your Helpdesk?
Book a free 30 minute consultationPricing is informational. FlitStack AI does not bill on Gladly's schedule — see our quote-based pricing →
What gets migrated
Gladly object support
Object-by-object support for Gladly migrations. Per-pair details surface during scoping.
Customer Profiles
Fully supportedEach Customer Profile has a unique Customer ID with unique email and unique mobile number. Customer IDs are stable but change on profile merges, with the old ID 301-redirecting to the new one. We export both old and new IDs to preserve historical context in reporting exports.
Conversations
Mapping requiredGladly enforces one open Conversation per customer at a time, which is a hard constraint unlike ticket-based systems. We map each Conversation to the destination's equivalent thread or case object, flagging any gaps where the destination requires multi-case-per-contact support.
Conversation Items
Fully supportedConversation Items represent individual messages across all channels (email, SMS, voice, chat) within a Conversation. We export all items with timestamps, channel metadata, and agent attribution. Historical import requires a paid add-on in Gladly itself.
Topics
Mapping requiredTopics are taggable labels applied to Conversations for routing and analytics. They map to Tags or Labels in most destination platforms. We export Topic assignments and apply them as equivalent labels during import.
Workflows
Mapping requiredGladly Workflows encode routing logic, required disclosures, spam filtering, and handoff rules. These are configuration-as-code rather than data records and require manual reimplementation or workflow translation in most destination platforms.
Users/Agents
Fully supportedGladly User records include name, email, role, and permissions. We export all active and inactive users and map them to the destination's user/agent object, preserving role assignments.
Reports
Mapping requiredGladly exports CSVs via the UI and API for standard reports. CSV and UI versions display data differently, and the Work Sessions Report retains old Customer IDs after merges. We pull raw CSV exports and normalize field names before loading to the destination.
Knowledge Base / Gladly Answers
Mapping requiredGladly Answers is the knowledge base powering AI-generated responses. We export article content, categories, and metadata. AI responses in destination platforms will need to reference the new system's knowledge base rather than Gladly Answers.
Custom Objects
Mapping requiredReviewers note that Gladly's data mapping for custom objects or complex rules requires extensive testing. We audit the customer's Gladly configuration for any custom objects and map them field-by-field, flagging schema mismatches before the destination import begins.
Webhooks
Mapping requiredGladly exposes a webhook system with configurable events, retry policies, and ping events. We export webhook configurations so customers can re-establish event-driven integrations in the destination platform.
| Object | Support | Notes |
|---|---|---|
| Customer Profiles | Fully supported | Each Customer Profile has a unique Customer ID with unique email and unique mobile number. Customer IDs are stable but change on profile merges, with the old ID 301-redirecting to the new one. We export both old and new IDs to preserve historical context in reporting exports. |
| Conversations | Mapping required | Gladly enforces one open Conversation per customer at a time, which is a hard constraint unlike ticket-based systems. We map each Conversation to the destination's equivalent thread or case object, flagging any gaps where the destination requires multi-case-per-contact support. |
| Conversation Items | Fully supported | Conversation Items represent individual messages across all channels (email, SMS, voice, chat) within a Conversation. We export all items with timestamps, channel metadata, and agent attribution. Historical import requires a paid add-on in Gladly itself. |
| Topics | Mapping required | Topics are taggable labels applied to Conversations for routing and analytics. They map to Tags or Labels in most destination platforms. We export Topic assignments and apply them as equivalent labels during import. |
| Workflows | Mapping required | Gladly Workflows encode routing logic, required disclosures, spam filtering, and handoff rules. These are configuration-as-code rather than data records and require manual reimplementation or workflow translation in most destination platforms. |
| Users/Agents | Fully supported | Gladly User records include name, email, role, and permissions. We export all active and inactive users and map them to the destination's user/agent object, preserving role assignments. |
| Reports | Mapping required | Gladly exports CSVs via the UI and API for standard reports. CSV and UI versions display data differently, and the Work Sessions Report retains old Customer IDs after merges. We pull raw CSV exports and normalize field names before loading to the destination. |
| Knowledge Base / Gladly Answers | Mapping required | Gladly Answers is the knowledge base powering AI-generated responses. We export article content, categories, and metadata. AI responses in destination platforms will need to reference the new system's knowledge base rather than Gladly Answers. |
| Custom Objects | Mapping required | Reviewers note that Gladly's data mapping for custom objects or complex rules requires extensive testing. We audit the customer's Gladly configuration for any custom objects and map them field-by-field, flagging schema mismatches before the destination import begins. |
| Webhooks | Mapping required | Gladly exposes a webhook system with configurable events, retry policies, and ping events. We export webhook configurations so customers can re-establish event-driven integrations in the destination platform. |
Gotchas
What to watch for in Gladly migrations
Issues we've hit on past Gladly migrations, tagged by severity. FlitStack AI handles every one — surfacing them up front because buyer engineering teams want to know.
Historical conversation import is a paid Gladly add-on
Customer IDs change on profile merges
One open Conversation per customer constraint
Default API rate limit of 10 requests per second
Workflows do not export as data records
| Severity | Issue |
|---|---|
| High | Historical conversation import is a paid Gladly add-on |
| Medium | Customer IDs change on profile merges |
| Medium | One open Conversation per customer constraint |
| Low | Default API rate limit of 10 requests per second |
| Low | Workflows do not export as data records |
Leaving Gladly?
Where Gladly customers move next
7 destinations Gladly can migrate to.
How a Gladly migration works
Four steps, Gladly-specific
Connect
API key (JWT-based User Identity via REST API) into Gladly. Scopes limited to read-only on the data we move.
Map
We translate Gladly-specific structures (custom fields, objects, value lists) to the destination's model.
Sample
Test with a 50–200 record subset to validate Gladly quirks before production.
Migrate
Full migration with Gladly rate-limit handling. Rollback available throughout.
FAQ
Gladly migration FAQ
Answers to the questions buyers ask most during Gladly migration scoping. Not seeing yours? Book a call.
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Free scoping call with a migration engineer. Tell us about your Gladly setup and destination — written quote back within a business day.