What happens to reporting when moving from a ticket model?

It has to be rebuilt. A person-first queue does not count the same objects, so replacement reports are planned before cutover rather than discovered afterward.

Gladly

People, not tickets. Your reporting still has to count something.

Smart Instinct is a helpdesk implementation and AI agent setup agency. We configure Gladly end to end: the customer-centric model, routing, answers, channels, and the automation that keeps a person-first queue measurable.

Get a fixed price Or start with the $500 audit

Builds from $3,750. Last updated August 1, 2026.

What we configure

Organising around the person instead of the ticket is genuinely better for customers. It is also why teams arriving from Zendesk find their old reports have nothing to count.

The person-centric model set up so conversations stay continuous across channels.
Routing and skills configured against real availability and shift patterns.
Answers content cleaned up and rewritten before any automation is pointed at it.
Voice and messaging running together as one operating picture rather than two systems.
AI configured with guardrails, grounded only in approved content.
Reporting rebuilt to measure a person-first queue rather than a ticket count.

Best for

You want support organised around the person rather than the ticket.
You run voice and messaging together at real volume.
You need answers content cleaned up before automation touches it.
You want a fixed price and a documented handoff.
Someone internal will own the configuration afterward.

Not a fit if

You need a classic ticket object with contractual SLA reporting against it.
You want a guaranteed deflection percentage.
You need agent staffing or BPO.
Your budget is under $500, which is the audit floor.

What it costs

The same numbers as every other page on this site. Pricing does not vary by platform.

Audit, $500 flat. One helpdesk, one to two weeks, credited toward any project booked within 30 days.
Essential build, $3,750. One platform, one channel, up to 2 integrations, one brand, no migration. Two to four weeks.
Professional build, $7,500. Multi-channel, up to 5 integrations, 2 brands, AI that takes actions, 90 days of history moved. Three to five weeks.
Premium build, $12,500. Up to 2 platforms, 3 brands, 8 integrations, full migration to 250,000 records. Four to six weeks.
Retainers from $800 a month. Migrations from $3,500. Enterprise from $25,000.

Each tier is a fixed price for the scope limits listed. Past a limit: $1,250 per integration, $2,500 per brand, $3,750 per platform.

Questions we get on the call

Is it still called Sidekick?

No. Gladly folded the Sidekick name into the main brand in the January 14, 2026 rebrand. Gladly Sidekick became Gladly, and Gladly Hero became Gladly Team. If a proposal in front of you still says Sidekick, it was written before that.

What happens to our reporting if we move from a ticket model?

It has to be rebuilt, and pretending otherwise is how these projects go wrong. A person-first queue does not count the same objects. We plan the replacement reports before cutover rather than discovering the gap afterward.

How fast do I get a price?

On the scoping call. A fixed price, not a range.

Who owns the configuration when you leave?

You do, documented.

Bring your worst tickets.

Thirty minutes, no charge. We will tell you what it costs to fix them, or that it is not worth fixing yet.

Book the call See all pricing