Gladly shows each customer's full story, pulled from every system.
Gladly is a customer service platform built around a single lifelong conversation per customer, across phone, chat, email, and SMS, instead of a fresh ticket every time someone reaches out. We connect that customer timeline to your order, billing, and account systems, so an agent who already has the full history also has the current facts, without digging for them.
The agent has the full history but not the current facts about orders, billing and the account.
Got a Gladly problem? Let's solve it →What we build on top of Gladly
Gladly's whole pitch is that an agent sees everything this customer has ever said, in one thread, instead of a pile of disconnected tickets. That's a real advantage over a ticket-per-contact model. What it doesn't do natively is pull in facts that live outside Gladly: an order's current shipping status, an outstanding invoice balance, a subscription that's about to renew.
We build that layer against Gladly's API. Order, billing, and account data from your ERP, accounting system, or CRM shows up right in the customer's timeline, so the agent isn't trading one kind of searching (hunting through past tickets) for another (hunting through other systems). We also connect actions the other direction: a refund an agent issues in Gladly can post back to your accounting system automatically, instead of needing a second step somewhere else.
Because Gladly's dataset for this is thin, we're not going to pad this page with generic helpdesk claims the real search data doesn't support. If you're running Gladly and have a specific integration gap, tell us what it is and we'll tell you honestly whether it's worth building.
Direct-to-Consumer Home Goods Brand
Gladly for support, orders in the store platform, billing in accounting.
The problemAn agent opened a customer's Gladly timeline and saw every past conversation, but not the order, the invoice or the refund status. They hunted for those in other tools, then re-entered any refund in accounting afterward.
Order, billing and account details now appear in the timeline itself. A refund issued from Gladly posts to accounting on its own, so the agent answers once and moves on.
Running Gladly and still checking a separate system for order or billing details?
Tell us what information your agents dig for outside Gladly's timeline, and we'll tell you what it would take to put it inside the conversation instead. And if Gladly isn't where the real friction is, that's fine too; we automate whatever's manual in your business, not just one support tool.
Let's talk →Questions people ask
Is Gladly a CRM?
Not in the traditional sense. Gladly doesn't manage a sales pipeline or deal stages. What it does track, per customer, is a full history of support conversations across every channel, which overlaps with what a CRM gives a support team even though the two tools are built for different jobs.
What is Gladly used for?
Customer service. Gladly routes phone, chat, email, and SMS conversations into one continuous thread per customer rather than treating each contact as a new, separate ticket, which is the main thing that distinguishes it from a conventional ticketing system.
Where do I log into Gladly?
Through the URL your organization set up on Gladly, typically a subdomain assigned when your workspace was provisioned. Check with whoever administers your Gladly account if you don't have that link.