Gladly CX Platform vs. Vision Helpdesk

Gladly CX Platform

Vision Helpdesk

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Gladly CX Platform	Score 8.0 out of 10	N/A	Gladly Software headquartered in San Francisco offers their omnichannel customer service platform, providing one platform to oversee customer correspondences and also provide customer self-help.	$38 Per Month Per User
Vision Helpdesk	Score 9.5 out of 10	Mid-Size Companies (51-1,000 employees)	Vision Helpdesk, which started in 2005 as a simple help desk software has evolved into three customer service and IT support management tools. Help Desk Software - A multi-channel help desk software that allows users to manage customer communication across various channels like email, web portals, chat, phone, and API. Satellite Help Desk Software - A multi-company/brand/product help desk software that allows users to manage support for multiple companies in place.…	$8 per month per seat

Pricing

Gladly CX Platform

Vision Helpdesk

Editions & Modules

Task Based: $38.00
Per Month Per User
Customer Facing: $150.00
Per Month Per User

Starter Help Desk: $8
per month per seat
Starter Help Desk: $12
per month per seat
Pro Help Desk: $16
per month per seat
Satellite Help Desk: $20
per month per seat
Pro Help Desk: $20
per month per seat
Satellite Help Desk: $24
per month per seat
Pro Service Desk: $24
per month per seat
Pro Service Desk: $32
per month per seat
Ent Service Desk: $32
per month per seat
Ent Service Desk: $48
per month per seat

Offerings

Pricing Offerings
Gladly CX Platform	Vision Helpdesk
Free Trial
No	Yes
Free/Freemium Version
No	Yes
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

Optional

No setup fee

Additional Details

—

More Pricing Information

Community Pulse
	Gladly CX Platform	Vision Helpdesk
Considered Both Products	Gladly CX Platform Diana Elizabeth Flores E CS agent Chose Gladly CX Platform First of all, the ease of the platform, the way it helps us to make our job faster as they have the customer information on the left of our screenand we have it linked to Shopify. The fact that this program has helped our productivity is amazing, and also, during peak season, … Incentivized Helpful? FP Fallon Penrod Independent Contractor Chose Gladly CX Platform Gladly is in a league of its own. None of the other companies I have rated can stack up to Gladly's abilities. You can communicate with customers and coworkers alike. This makes it easy for everyone to be able to be on the same page no matter the topic discussed. Incentivized Helpful? Drew Chamberlain Director of Operations and Customer Experience Chose Gladly CX Platform Gladly truly delivers what other vendors promote: True Omnichannel support. Easy to use UI. Robust reporting. Incentivized Helpful?	Vision Helpdesk Lane Edwards Assistant Operations Manager Chose Vision Helpdesk At the time we switched from GrooveHQ to Vision Helpdesk, Groove lacked the features we were looking for and Vision Helpdesk had what we wanted at a much more affordable cost. Incentivized Helpful? Verified User Anonymous Chose Vision Helpdesk I tried many different help desk systems, but finally I choose Vision Helpdesk as it is most affordable for a small business or small companies. As we are from Latvia, it is very hard to make business with lack of money. But we wanted to get a good product - it is the best … Incentivized Helpful? Max F CTO Chose Vision Helpdesk We have personally used Kayako for couple of years, but it lacks in terms of features and is very costly compared to Vision Helpdesk and has less features.We have [used] trials of Zendesk but it is SAAS based with many restrictions. Vision Helpdesk can offer a multi-company … Incentivized Helpful? YC Y Ce Project Manager Chose Vision Helpdesk Vision Helpdesk was more open for an NGO while the other companies were more attended on the "big-money", which we don't have as an NGO. Second point is that Vision Helpdesk is very easy and simple to use. Not too much installation, programming etc. Incentivized Helpful?

Features

Gladly CX Platform

Vision Helpdesk

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	Gladly CX Platform 8.0 Ratings 1% below category average	Vision Helpdesk 6.8 Ratings 17% below category average
Organize and prioritize service tickets	5.00 Ratings	8.00 Ratings
Expert directory	10.00 Ratings	00 Ratings
ITSM collaboration and documentation	10.00 Ratings	00 Ratings
Ticket creation and submission	10.00 Ratings	6.00 Ratings
Ticket response	5.00 Ratings	5.00 Ratings
Subscription-based notifications	00 Ratings	8.00 Ratings

Self Help Community

Comparison of Self Help Community features of Product A and Product B
	Gladly CX Platform 10.0 Ratings 24% above category average	Vision Helpdesk 5.0 Ratings 44% below category average
External knowledge base	10.00 Ratings	5.00 Ratings
Internal knowledge base	10.00 Ratings	5.00 Ratings

Multi-Channel Help

Comparison of Multi-Channel Help features of Product A and Product B
	Gladly CX Platform 10.0 Ratings 25% above category average	Vision Helpdesk 7.0 Ratings 10% below category average
IVR	10.00 Ratings	00 Ratings
Social integration	10.00 Ratings	7.00 Ratings
Email support	10.00 Ratings	6.00 Ratings
Help Desk CRM integration	10.00 Ratings	7.00 Ratings
Customer portal	00 Ratings	8.00 Ratings

Best Alternatives
	Gladly CX Platform	Vision Helpdesk
Small Businesses	Agiloft Service Desk (discontinued) Score 9.0 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Medium-sized Companies	Agiloft Service Desk (discontinued) Score 9.0 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Enterprises	SysAid Score 9.1 out of 10	SysAid Score 9.1 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Gladly CX Platform	Vision Helpdesk
Likelihood to Recommend	10.0 (0 ratings)	5.0 (0 ratings)
Likelihood to Renew	10.0 (0 ratings)	9.1 (0 ratings)
Usability	- (0 ratings)	8.2 (0 ratings)
Support Rating	10.0 (0 ratings)	6.0 (0 ratings)
Implementation Rating	- (0 ratings)	9.1 (0 ratings)

User Testimonials
	Gladly CX Platform	Vision Helpdesk
Likelihood to Recommend	In my case, every day working with Gladly CX Platform is better than the way we used to work with Zendesk, as we did have a big upgrade. So, working with Gladly CX Platform has improved our job daily, making the job faster and easier and that help us tomake the customer happier and to succed in our goal and happiness guarantee Incentivized Diana Elizabeth Flores E CS agent Read full review	Vision Helpdesk helps with multiple company support and offers an excellent Blabby feature. Another great addition they have made to this software is a service desk with an ITIL /ITSM feature. This helps with our our multi-location office requirements issues. Max F CTO Read full review
Pros	Keeps record of previous interactions/customer history. Displays customer profile, orders and inquiries simultaneously. Allows for excellent employee management (as in seeing where the team is at individually and collectively during a work day). Incentivized Verified User Anonymous Read full review	It's very affordable Vision Helpdesk has a lot of customization options Vision Helpdesk has a lot of features Incentivized Lane Edwards Assistant Operations Manager Read full review
Cons	Gladly continues to enhance the reporting capabilities of the platform making it an even stronger tool with each update. Incentivized Drew Chamberlain Director of Operations and Customer Experience Read full review	Chat feature. Remote desktop. Get more integration with other software and Mobile apps. Max F CTO Read full review
Likelihood to Renew	Gladly really has all the information needed about a customer that you would need.If gladly does have a specified space for specific information you can add notes in multiple locations to remind you self of special circumstances. Gladly meets all our expectations and continues to provide a see less transaction Incentivized FP Fallon Penrod Independent Contractor Read full review	For us it's really best solution. Verified User Anonymous Read full review
Usability	Because I've been using the platform for almost 3 years, and it has been a game changer in our line of work, making the work easier and faster. And in peak season, when we hire new agents, the training is way better and easier. So for me, using this platform has made my job better Incentivized Diana Elizabeth Flores E CS agent Read full review	Really simple, good-looking interface, many features and customizations Verified User Anonymous Read full review
Support Rating	Gladly is always available to support its customers. That being said, we really haven’t needed support. The product is intuitive and stable. The reality is the support we receive is more collaboration on how we can help Gladly continue to revolutionize this space. Incentivized Drew Chamberlain Director of Operations and Customer Experience Read full review	Support from Vision Helpdesk was rather lackluster. We uncovered a bug pretty early on in our use of the system and it took them about a month to fix it. Our internal admin of the system had to keep pestering them to get it fixed. It wasn't critical to our business but was something we needed fixed and it just seemed like they didn't care that much about fixing it. Incentivized Lane Edwards Assistant Operations Manager Read full review
Alternatives Considered	Gladly truly delivers what other vendors promote: True Omnichannel support. Easy to use UI. Robust reporting. Full SaaS solution. Built-in knowledgebase. Simple implementation. Great support team. True business partnership. Full 360 views of your customer. Reduced ramp time for agents. It truly is the future of Customer Support software. True game changer. Incentivized Drew Chamberlain Director of Operations and Customer Experience Read full review	At the time we switched from GrooveHQ to Vision Helpdesk, Groove lacked the features we were looking for and Vision Helpdesk had what we wanted at a much more affordable cost. Incentivized Lane Edwards Assistant Operations Manager Read full review
Return on Investment	Improved Customer Satisfaction Operational Efficiency and Cost Savings Revenue Growth Through Enhanced Customer Experience Incentivized Verified User Anonymous Read full review	Better communication. Organized. Client structuring. Incentivized YC Y Ce Project Manager Read full review
ScreenShots	Gladly CX Platform Screenshots	Vision Helpdesk Screenshots