Help Desk Software · reliability comparison

Gladly vs Help Scout: which is more reliable? (2026)

Help Scout is more reliable than Gladly, scoring 89.2 vs 74.9 out of 100. Over the last 90 days Gladly reported 7 incidents and Help Scout reported 6, with effective uptime of 99.65% and 99.91% respectively. Help Scout resolves incidents faster on average (2h).

Data updated Nov 1, 2026 · How we score

Gladly

74.9/100

Operational

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Help Scout

89.2/100

Operational

Visit Help Scout ↗
VS
MetricGladlyHelp Scout
Reliability score74.989.2
Rank (help desk platforms)#10#7
Uptime (90 days)99.65%99.91%
Incidents (90 days)76
Partial / major outages10
Avg time to resolve3h 58m2h
Outages we detected00
Transparency score100/100100/100

Where Gladly and Help Scout differ

  • Gladly reported 17% more incidents than Help Scout over the last 90 days (7 vs 6).
  • Gladly had 1 partial or major outage, compared with 0 for Help Scout.
  • Help Scout fixes problems faster: 2h on average, against 3h 58m for Gladly (2.0× quicker).
  • Gladly's longest outage on record lasted 9h 22m (Sep 10, 2026); Help Scout's lasted 6h 44m (Jul 14, 2026).

90-day uptime

Gladly

Aug 5, 2026 – Aug 30, 2026: no incidentsAug 31, 2026: 99.33% uptime, 1 incident (Degraded performance)Sep 1, 2026: 97.67% uptime, 1 incident (Degraded performance)Sep 2, 2026 – Sep 8, 2026: no incidentsSep 9, 2026: 97.80% uptime, 2 incidents (Degraded performance)Sep 10, 2026: 79.81% uptime, 2 incidents (Partial outage)Sep 11, 2026: 98.93% uptime, 1 incident (Partial outage)Sep 12, 2026 – Sep 23, 2026: no incidentsSep 24, 2026: 98.13% uptime, 1 incident (Degraded performance)Sep 25, 2026 – Oct 18, 2026: no incidentsOct 19, 2026: 98.03% uptime, 1 incident (Degraded performance)Oct 20, 2026 – Oct 22, 2026: no incidentsOct 23, 2026: 99.26% uptime, 1 incident (Degraded performance)Oct 24, 2026 – Nov 2, 2026: no incidents
90 days ago99.655% average daily uptimeToday

Help Scout

Aug 5, 2026: no incidentsAug 6, 2026: 99.23% uptime, 1 incident (Degraded performance)Aug 7, 2026 – Aug 12, 2026: no incidentsAug 13, 2026: 99.56% uptime, 1 incident (Degraded performance)Aug 14, 2026: 98.56% uptime, 2 incidents (Degraded performance)Aug 15, 2026 – Aug 17, 2026: no incidentsAug 18, 2026: 97.99% uptime, 1 incident (Degraded performance)Aug 19, 2026 – Aug 30, 2026: no incidentsAug 31, 2026: 97.52% uptime, 1 incident (Degraded performance)Sep 1, 2026 – Sep 21, 2026: no incidentsSep 22, 2026: 99.62% uptime, 1 incident (Degraded performance)Sep 23, 2026 – Nov 2, 2026: no incidents
90 days ago99.916% average daily uptimeToday

Recent Gladly incidents

Full Gladly reliability report →

Recent Help Scout incidents

  • Degraded performanceSep 22, 2026 · resolved in 36m

    Mailbox counts, folders, reports, search results

    Affected: Mailbox counts, folders, reports, search results

  • Degraded performanceAug 31, 2026 · resolved in 3h 57m

    Mailbox counts

    Affected: Mailbox counts, folders, reports, search results

  • Degraded performanceAug 18, 2026 · resolved in 3h 12m

    App Access Issues

    Affected: AI Drafts, AI Answers, AI Summarize, AI Assist

  • Degraded performanceAug 14, 2026 · resolved in 1h 18m

    Beacon Issues

    Affected: Beacon

  • Degraded performanceAug 13, 2026 · resolved in 1h 42m

    SLA issues

    Affected: Web App

  • Degraded performanceAug 6, 2026 · resolved in 1h 13m

    Report Loading

    Affected: Mailbox counts, folders, reports, search results

Full Help Scout reliability report →

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