Help Desk Software · reliability comparison
Gladly vs Zendesk: which is more reliable? (2026)
Gladly is more reliable than Zendesk, scoring 74.9 vs 51.7 out of 100. Over the last 90 days Gladly reported 7 incidents and Zendesk reported 13, with effective uptime of 99.65% and 98.85% respectively. Gladly resolves incidents faster on average (3h 58m).
Data updated Nov 1, 2026 · How we score
| Metric | Gladly | Zendesk |
|---|---|---|
| Reliability score | 74.9 | 51.7 |
| Rank (help desk platforms) | #10 | #12 |
| Uptime (90 days) | 99.65% | 98.85% |
| Incidents (90 days) | 7 | 13 |
| Partial / major outages | 1 | 10 |
| Avg time to resolve | 3h 58m | 7h 47m |
| Outages we detected | 0 | 0 |
| Transparency score | 100/100 | 100/100 |
Where Gladly and Zendesk differ
- Zendesk reported 86% more incidents than Gladly over the last 90 days (13 vs 7).
- Zendesk had 10 partial or major outages, compared with 1 for Gladly.
- Gladly fixes problems faster: 3h 58m on average, against 7h 47m for Zendesk (2.0× quicker).
- Gladly's longest outage on record lasted 9h 22m (Sep 10, 2026); Zendesk's lasted 6h 40m (Sep 21, 2026).
90-day uptime
Gladly
Zendesk
- 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 Zendesk incidents
- Partial outageOct 29, 2026 · resolved in 43m
Multiple Products access issues in Pod26
Affected: Support, Agent Workspace (via Support)
- Degraded performanceOct 29, 2026 · resolved in 2h 40m
Affected: Forethought AI Agents, Dashboard
- Major outageOct 28, 2026 · resolved in 1h 1m
Some customers are encountering CF error messages accessing Zendesk Supportofficial update ↗
Affected: Support, API, Knowledge, Articles / Knowledge Base, Community, Misc +24 more
- Partial outageOct 23, 2026 · resolved in 2h 58m
US-East degraded trafficofficial update ↗
Affected: Support, Ticketing
- Partial outageOct 22, 2026 · resolved in 2h 3m
Support Search errors pod 27official update ↗
Affected: Support, Search
- Degraded performanceOct 16, 2026 · resolved in 4d 14h
Affected: AI Agents, Core Services, Dashboard, Analytics
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