Help Desk Software · reliability comparison
Gladly vs Kustomer: which is more reliable? (2026)
Kustomer is more reliable than Gladly, scoring 96.7 vs 74.9 out of 100. Over the last 90 days Gladly reported 7 incidents and Kustomer reported 3, with effective uptime of 99.65% and 99.99% respectively. Kustomer resolves incidents faster on average (23m).
Data updated Nov 1, 2026 · How we score
| Metric | Gladly | Kustomer |
|---|---|---|
| Reliability score | 74.9 | 96.7 |
| Rank (help desk platforms) | #10 | #3 |
| Uptime (90 days) | 99.65% | 99.99% |
| Incidents (90 days) | 7 | 3 |
| Partial / major outages | 1 | 0 |
| Avg time to resolve | 3h 58m | 23m |
| Outages we detected | 0 | 0 |
| Transparency score | 100/100 | 100/100 |
Where Gladly and Kustomer differ
- Gladly reported 2.3× as many incidents as Kustomer over the last 90 days (7 vs 3).
- Gladly had 1 partial or major outage, compared with 0 for Kustomer.
- Kustomer fixes problems faster: 23m on average, against 3h 58m for Gladly (10.4× quicker).
- Gladly's longest outage on record lasted 9h 22m (Sep 10, 2026); Kustomer's lasted 1d 3h (Jan 27, 2026).
90-day uptime
Gladly
Kustomer
- 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 Kustomer incidents
- Degraded performanceSep 9, 2026 · resolved in 27m
[Kustomer Voice] Unable to Dial Outbound Calls - All PRODS
Affected: Kustomer Voice
- Degraded performanceSep 8, 2026 · resolved in 16m
kustomer.help Default Domain – Visibility Issue – ALL PRODs
Affected: CSAT, CSAT, CSAT, Knowledge base, Knowledge base, Knowledge base
- Degraded performanceAug 25, 2026 · resolved in 26m
Reported Third Party Event - [PubNub]
Affected: Channel - Chat, Notifications, Tracking, PubNub, Web Client
Other help desk platforms to consider
- Hiver · #1 · 99.99% uptime
- HubSpot Service Hub · #2 · 100% uptime
- Tidio · #4 · 99.98% uptime
- HappyFox · #5 · 100% uptime