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Side-by-side record

Document360 vs. Gladly

A side-by-side view of the product records we have today. Use it to narrow the question, then confirm current pricing, limits, and security details with each vendor.

The short version

Document360 starts at Custom pricing per seat, versus Gladly at Custom pricing. Document360 carries the higher aggregate rating (4.7/5 vs 4.7/5).

Full comparison

Document360from Custom pricing
Gladlyfrom Custom pricing
Audyense Score61AS*Fair70ASStrong
PositioningAI-powered knowledge base for self-service customer supportPeople-centered customer service platform, not tickets
Free tierNoNo
DeploymentCloud / SaaSCloud / SaaS
Best fitSMB, Mid-market, EnterpriseMid-market, Enterprise
Pricing plans
  • ProfessionalCustom pricing
  • BusinessCustom pricing
  • EnterpriseCustom pricing
  • HeroCustom pricing
  • SuperheroCustom pricing
AI featuresYesEddy AI assistant for search/answers plus AI writing and an optional AI Premium SuiteYesNative AI (Sidekick) automates routine resolutions; brands report high AI resolution rates.
Automation & macrosPartialContent workflow/review automation for documentation, not help-desk ticket macrosYesWorkflow automation, rules, and answers/macros for repeatable responses.
CSAT & satisfaction surveysPartialArticle-level reader feedback (helpful/not-helpful) and analytics rather than full CSAT surveysPartialCSAT supported natively and via integrations like Delighted, Qualtrics, and Medallia Agent Connect.
Knowledge base & help centerYesCore product: structured, versioned, multi-language knowledge base with strong searchYesBuilt-in Answers/knowledge base powering self-service and agent assist.
Live chat & messagingNoNot a live-chat product; integrates with chat tools like Intercom, Drift, and CrispYesLive chat is a first-class channel in the unified conversation.
Omnichannel supportNoSelf-service documentation focus; no native multi-channel inboxYesCore strength: voice, email, chat, SMS, and social unified per customer.
Public APIYesPublic API available for managing content and integrationsYesPublic REST API and developer platform (developer.gladly.com) plus app integrations.
Reporting & dashboardsYesAnalytics dashboards for articles, search terms, reader behavior, and feedbackPartialStandard dashboards exist, but reviewers say deep custom reporting is awkward and manual.
Shared inbox & ticketingNoNo shared inbox / ticketing; pairs with help desks such as Zendesk or FreshdeskYesTeam collaboration on a single customer conversation replaces separate ticket queues.
SLA managementNoNo ticket SLA management; not a help-desk workflow toolPartialSupports routing, prioritization, and task/escalation handling rather than a traditional ticket-SLA engine.
Integrations verified—43+
Aggregate rating4.7 · 498 reviews4.7 · 1.2k reviews
Integrations
ZendeskFreshdeskIntercomSlackMicrosoft TeamsZapier+8 more
ShopifyBigCommerceMagentoKlaviyoAttentiveRecharge+9 more
Security & compliance
SOC 2 Type IIISO 27001GDPR
SOC 2 Type IIPCI DSSGDPR
Pros
  • Intuitive article editor and flexible content organization (deep category hierarchies, tags, versioning)
  • Powerful, fast knowledge base search that helps readers and agents find content quickly
  • Responsive, well-rated customer support and onboarding
  • Built-in AI (Eddy) plus article/search/reader analytics to improve self-service over time
  • Single lifelong customer conversation across channels eliminates duplicate tickets and gives agents full context
  • Intuitive, agent-friendly interface that reviewers say makes support feel 'as easy as texting a friend'
  • Genuinely native omnichannel including built-in voice, plus responsive vendor support and onboarding
  • Strong e-commerce integrations pull order history and lifetime value directly into conversations
Cons
  • Widely described as expensive, with pricing now quote-only and some features behind higher tiers
  • Occasional editor friction: image upload issues and inconsistent formatting reported by reviewers
  • Some users note missing or gated features relative to expectations
  • No public per-plan pricing makes cost comparison and budgeting harder
  • Premium priced with minimum-seat commitments, making it inefficient for small teams
  • Reporting/analytics feels segmented and requires manual work to build in-depth custom reports
  • Occasional slowness loading past conversations, and reports of timeouts dropping calls
  • Some gaps noted (e.g. social comment handling, mobile app) and a learning curve requiring training
Visit Document360 ↗Visit Gladly ↗

Editorial read of this comparison

The table summarizes structured facts; this section explains what the differences mean for a real buying decision.

Where each tool fits, and where it may not

Document360

Document360 is a cloud-based knowledge base and self-service documentation platform for building public help centers, private internal wikis, and product documentation. It centers on a rich article editor with Markdown/WYSIWYG, category hierarchies, versioning, multi-language support, powerful search, analytics, and an AI assistant (Eddy) for search and content assistance. It is aimed at technical writers, support teams, and SaaS companies deflecting tickets through self-service rather than replacing a full help desk.

A particularly good fit for: Technical writers and documentation teams maintaining large, structured knowledge bases SaaS companies building public customer-facing help centers and product docs Teams needing versioning, multi-language, and deep category/tag hierarchies for self-service

May be a poor fit if: Teams wanting an all-in-one help desk with ticketing, shared inbox, live chat, and SLA management Budget-conscious small teams deterred by quote-only pricing and features gated to higher tiers

Gladly

Gladly is an enterprise customer service platform built around people rather than tickets, unifying voice, email, chat, SMS, and social into a single lifelong customer conversation. It layers AI (Sidekick) on top to automate resolutions while giving agents full customer context. It is most commonly adopted by consumer/retail and e-commerce brands running high-volume, relationship-driven support.

A particularly good fit for: Consumer and retail/e-commerce brands wanting relationship-based rather than ticket-based support Mid-market and enterprise CX teams consolidating voice, chat, email, SMS, and social into one workspace Teams that want native AI (Sidekick) to automate a high share of routine resolutions

May be a poor fit if: Small businesses or startups — high per-seat pricing plus 10+ seat minimums make it a large commitment Teams needing deep, self-serve custom analytics out of the box without extra reporting work

Pricing and plan structure

Document360: Published starting price Custom pricing

  • ProfessionalCustom pricing
  • BusinessCustom pricing
  • EnterpriseCustom pricing

Gladly: Published starting price Custom pricing

  • HeroCustom pricing
  • SuperheroCustom pricing

Capabilities worth validating

  • Document360: AI features, Automation & macros, CSAT & satisfaction surveys, Knowledge base & help center, Public API Integrations include Zendesk, Freshdesk, Intercom, Slack.
  • Gladly: AI features, Automation & macros, CSAT & satisfaction surveys, Knowledge base & help center, Live chat & messaging Integrations include Shopify, BigCommerce, Magento, Klaviyo.

Questions to answer before switching

  • Does Document360's selected plan include the features and limits we need?
  • Does Gladly's selected plan include the features and limits we need?
  • Does the exact integration path for Zendesk, Freshdesk, Intercom support the sync direction, permissions, and volume we need?
  • Is a hosted-only deployment acceptable for the team and customers who will use this system?

How to evaluate this shortlist

A useful comparison turns the differences between Customer Support tools into a concrete test. Use these steps to avoid choosing from a feature table or the lowest headline price alone.

  1. Start with a representative Customer Support workflow, not a feature checklist. Define who will use it, what data goes in, and what outcome the team needs.
  2. Test the complete path through Zendesk, Freshdesk, Intercom: permissions, sync direction, failure handling, and volume limits often matter more than the integration name.
  3. Compare the cost of the real scenario, including users, usage, storage, support, and contract requirements. The entry price alone does not measure adoption cost.
  4. Before switching, list the evidence gaps, request a demo of the critical workflow, and confirm security, data residency, export, and support with each vendor.

Structured signals help narrow the shortlist, but a trial with a real workflow is still the best way to validate the decision.

Research basis

Last checked: 2026-07-22. Pricing, integrations, feature support, and review signals can change, so treat this as a research snapshot and verify the final decision with the vendor.

Sources consulted: Document360 product site, G2, Capterra; Gladly product site, G2, Capterra