Help Desk Software · reliability comparison
Freshdesk vs Gladly: which is more reliable? (2026)
Gladly is more reliable than Freshdesk, scoring 74.9 vs 61.2 out of 100. Over the last 90 days Freshdesk reported 20 incidents and Gladly reported 7, with effective uptime of 99.40% and 99.65% respectively. Gladly resolves incidents faster on average (3h 58m).
Data updated Nov 2, 2026 · How we score
| Metric | Freshdesk | Gladly |
|---|---|---|
| Reliability score | 61.2 | 74.9 |
| Rank (help desk platforms) | #11 | #10 |
| Uptime (90 days) | 99.40% | 99.65% |
| Incidents (90 days) | 20 | 7 |
| Partial / major outages | 1 | 1 |
| Avg time to resolve | 4h 22m | 3h 58m |
| Outages we detected | 0 | 0 |
| Transparency score | 100/100 | 100/100 |
Where Freshdesk and Gladly differ
- Freshdesk reported 2.9× as many incidents as Gladly over the last 90 days (20 vs 7).
- Gladly fixes problems faster: 3h 58m on average, against 4h 22m for Freshdesk.
- Freshdesk's longest outage on record lasted 3d (Mar 2, 2026); Gladly's lasted 9h 22m (Sep 10, 2026).
90-day uptime
Freshdesk
Gladly
- No incidents
- Degraded
- Partial outage
- Major outage
- No data
Recent Freshdesk incidents
- Degraded performanceNov 2, 2026 · ongoing
Affected: Email
- Degraded performanceOct 30, 2026 · resolved in 10m
- Degraded performanceOct 28, 2026 · resolved in 1h 2m
- Degraded performanceOct 23, 2026 · resolved in 3h 10m
- Degraded performanceOct 19, 2026 · resolved in 1h 6m
- Degraded performanceOct 16, 2026 · resolved in 3h 18m
Recent Gladly incidents
- Degraded performanceOct 23, 2026 · resolved in 1h 11m
Intermittent Issues with Login and Routing
Affected: Gladly Team Solution
- Degraded performanceOct 19, 2026 · resolved in 3h 8m
Affected: Reporting
- Degraded performanceSep 24, 2026 · resolved in 2h 59m
Topics popover getting cut off/hidden behind Answers & Team Assist panel
Affected: Admin
- Partial outageSep 10, 2026 · resolved in 9h 22m
Intermittent Report Loading Issuesofficial update ↗
Affected: Reporting
- Degraded performanceSep 9, 2026 · resolved in 4h 26m
Affected: Reporting
- Degraded performanceSep 9, 2026 · resolved in 1h 50m
Affected: Reporting
Other help desk platforms to consider
- Hiver · #1 · 99.99% uptime
- Kustomer · #2 · 99.99% uptime
- HubSpot Service Hub · #3 · 100% uptime
- Tidio · #4 · 99.98% uptime