Help Desk Software · reliability comparison
Gladly vs Intercom: which is more reliable? (2026)
Intercom is more reliable than Gladly, scoring 87.9 vs 74.9 out of 100. Over the last 90 days Gladly reported 7 incidents and Intercom reported 8, with effective uptime of 99.65% and 99.92% respectively. Intercom resolves incidents faster on average (1h).
Data updated Nov 1, 2026 · How we score
| Metric | Gladly | Intercom |
|---|---|---|
| Reliability score | 74.9 | 87.9 |
| Rank (help desk platforms) | #10 | #8 |
| Uptime (90 days) | 99.65% | 99.92% |
| Incidents (90 days) | 7 | 8 |
| Partial / major outages | 1 | 3 |
| Avg time to resolve | 3h 58m | 1h |
| Outages we detected | 0 | 0 |
| Transparency score | 100/100 | 100/100 |
Where Gladly and Intercom differ
- Intercom reported 14% more incidents than Gladly over the last 90 days (8 vs 7).
- Intercom had 3 partial or major outages, compared with 1 for Gladly.
- Intercom fixes problems faster: 1h on average, against 3h 58m for Gladly (4.0× quicker).
- Gladly's longest outage on record lasted 9h 22m (Sep 10, 2026); Intercom's lasted 3h 29m (Apr 14, 2026).
90-day uptime
Gladly
Intercom
- No incidents
- Degraded
- Partial outage
- Major outage
- No data
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
Recent Intercom incidents
- Degraded performanceOct 30, 2026 · resolved in 24m
Affected: Fin AI Agent
- Degraded performanceOct 14, 2026 · resolved in 12m
Customer contact details showing up as "Redacted" in the Intercom Inbox
Affected: Inbox
- Degraded performanceSep 16, 2026 · resolved in 5h 27m
Issues with Fin for Salesforce
Affected: Other
- Degraded performanceSep 9, 2026 · resolved in 9m
Messenger Help Articles not displaying
Affected: Mobile Messenger, Web Messenger
- Degraded performanceSep 4, 2026 · resolved in 39m
Fin intermittent failures responding to first conversation messages
Affected: Fin AI Agent
- Major outageSep 3, 2026 · resolved in 12m
Fin failures in Australia region
Affected: Web Messenger, Fin AI Agent, Inbox, REST API, Tickets, Help Center +10 more
Other help desk platforms to consider
- Hiver · #1 · 99.99% uptime
- HubSpot Service Hub · #2 · 100% uptime
- Kustomer · #3 · 99.99% uptime
- Tidio · #4 · 99.98% uptime