Gleap Review
In-app support inbox with bug reporting, live chat and AI agents for software teams.
- From:
- $179/mo
- HQ:
- Schwarzach, AT
Gleap calls itself an AI-native help desk for software teams. Its pitch is "support that ships fixes": one AI agent answers the customer, a second looks into the bug, a third writes the pull request, and the customer gets an update on the original ticket once the fix is live. Underneath that is a shared inbox and live chat built around in-app bug reports, and you pay per workspace rather than per seat. For a DTC or ecommerce team, the deciding question is whether most of your tickets are about orders or about software that broke.
Is it right for your team?
Tick what's true for you.
Points for
Points against
Tick what describes you. We'll weigh it against this review.
What it does
- Live chat on your website, web app and mobile apps on every plan, including Free
- Email, WhatsApp, Instagram, Messenger, Slack and Telegram come into the same inbox from Team upward
- In-app bug reports carry a screenshot, console logs and custom data on every plan. Session replay starts at Team
- Kai Support answers from your help center and website pages. From Team it also analyses YouTube videos (10 hours a month on Team, 40 on Pro) and can call your own APIs, MCP servers and apps connected through Composio
- Kai Copilot drafts replies for an agent to review. Translations, summaries, tagging and assignment are included from Team
- Kai Resolve looks into hard tickets using recordings, logs, account data and read-only access to your code
- Kai Code writes the change and opens a pull request. It does not merge or deploy
- Help center, public roadmap, changelogs, surveys, product tours and in-app messages are all on Team
- Named integrations: Jira, Linear, GitHub, Slack, HubSpot, Salesforce, Notion and Zapier. API, webhooks and an MCP server from Team; no native integrations on Free
- Imports tickets and contacts from Intercom, Zendesk and Freshdesk
- Missing: phone and SMS for human agents, which Gleap lists as "coming soon". The only voice option is Kai Voice, an AI that answers calls, on Pro
- Missing: neither page we read names Shopify or any other ecommerce platform, or any order action an agent or the AI can take
Pricing at a glance
| Plan | Billed monthly | Billed annually | What you get |
|---|---|---|---|
| Free | Free | Free | 1 seat and 1 project, 50 new tickets a month (above that locked), 14-day ticket history, 10,000 MAU, 100 emails a month, 50 Kai Support conversations a month. |
| Team | $179 | $149 | Unlimited seats and projects, 100,000 MAU, 1,000 emails a month included then $2 per 1,000, plus $0.29 per Kai Support resolution. |
| Pro | $359 | $299 | Unlimited seats and projects, 200,000 MAU, 1,000 emails a month included then $2 per 1,000, plus $0.29 per Kai Support resolution. |
| Enterprise | $1,199 | $999 | Starting price. |
Prices in US dollars. Source: gleap.io/pricing, checked .
- Priced per workspace, not per seat: unlimited seats and projects from Team, with AI and email metered on top
- Free: $0, 1 seat, 1 project, 50 new tickets a month, 14 days of history, 100 emails a month, 50 Kai Support conversations a month
- Team: $179/mo billed monthly, $149/mo billed annually
- Pro: $359/mo billed monthly, $299/mo billed annually
- Enterprise: from $1,199/mo billed monthly, from $999/mo billed annually, AI pricing by agreement. Contact sales for the real figure
- Annual rates are the monthly equivalent of one yearly payment, which Gleap describes as two months free. The yearly tab comes first on the pricing page
- Prices are shown in USD, EUR or GBP depending on location. Euro figures match the dollar figures; sterling is lower (Team £129 billed monthly, £109 billed annually)
- Emails to customers, replies included: 1,000 a month on Team and Pro, then $2 per 1,000 billed monthly. Free's 100 a month is a hard cap
- Monthly active users: 10,000 on Free, 100,000 on Team, 200,000 on Pro. Above the limit the widget keeps running and Gleap contacts you about a custom plan
- The tier gate that costs money: SLA policies, custom roles, advanced reports and the SOC 2 report are Pro-only. That is $180 a month more than Team billed monthly, or $150 more billed annually
- Single sign-on is Enterprise-only, so SSO starts at $999/mo billed annually
- 7-day Pro trial with no card, after which the workspace drops to Free. Eligible early-stage startups get 50% off Team or Pro for 12 months
AI pricing (two meters, both published)
- Kai Support: $0.29 per resolution on Team and Pro, paid from a prepaid AI balance. Included on Free, up to 50 conversations a month
- A resolution is a conversation where the customer did not ask for a human within 72 hours and Gleap's own review confirms Kai Support solved it. One charge per conversation; a reopen counts as a new one
- Worked example: 500 resolutions a month adds $145, taking Team billed monthly to $324 before email overage or investigations
- Not billed: hand-offs to your team, Copilot drafts, translations, summaries, tagging, assignment, ticket review, help-center search and the website crawler
- Kai Resolve bills by the tokens each investigation uses. Gleap puts the average at about $0.49, and any part that reads your code bills as Kai Code usage
- Kai Code Bridge runs on your own Claude Code, Codex or Cursor subscription and Gleap does not bill for it. Kai Code Cloud bills at API token usage
- Kai PM and custom agents also bill by usage. Custom agents have a cost cap per run
- Pro on yearly billing includes a $500 AI credit that expires at renewal. Pro on monthly billing does not get it
- Kai Voice bills per minute from the AI balance. We did not find the per-minute rate on the pages we read
- Auto-recharge is on by default for paid workspaces. If the balance runs out, AI work pauses until it is topped up
- What it can't do: Kai Resolve's destructive tools, such as deletes and refunds, are blocked, and Kai Code never merges or deploys. Kai Support can only take actions through the APIs and apps you connect yourself
Before you commit
- The usage-billed agents are what set Gleap apart from other desks, and they are built for engineering work. A shop with no codebase to fix pays Team prices for a desk whose distinctive half it will not use
- Your bill has four moving parts: the plan, resolutions, agent usage and emails. Gleap's own pricing page says unlimited seats does not mean unlimited usage
- Decide what happens at a zero balance before going live. With auto-recharge off, the customer-facing AI stops too. Set the threshold and top-up amount in Billing
- Free locks tickets above 50 a month and tickets older than 14 days, and Kai Support does not answer locked tickets. Treat it as a trial, not a plan you can run a store on
- EU or US hosting is chosen at signup. The pages we read do not say whether a workspace can move later
- A HIPAA BAA "depends on your plan and agreement" and is not on the plan comparison. Gleap's contractual support SLA is Enterprise-only, by agreement
- Neither the pricing page nor the homepage gives an uptime percentage. Gleap runs separate EU and US status pages, which we have not yet read
- Every email reply to a customer counts against the 1,000 included emails. Overage is cheap, but it is still a meter
Who should buy it, and who should skip it
Who should buy
- Software companies, and DTC brands whose product is an app, where many tickets are bug reports
- Teams that want engineers in the support inbox without paying for a seat each
- Teams that need EU hosting from day one
- Buyers who want AI billed per confirmed resolution, with hand-offs and drafts free
Who should skip it
- Shopify-first stores where most tickets are about an order. Nothing we read shows an order lookup, refund or address change from the ticket
- Phone-first teams, until Gleap's phone and SMS for human agents ship
- Teams that need SSO but not an Enterprise contract
- Anyone who needs the same invoice amount every month
- Teams that need SLA policies but have budgeted for Team
How we checked this
All figures were read from the text of Gleap's pricing page (gleap.ai/pricing) on 2026-10-07. That text includes both the yearly and monthly toggle states, and the page's own FAQ repeats each price with its billing basis. The prices were verified again against the rendered page on 2026-10-12. Product, channel and security claims came from the pricing page and Gleap's homepage (gleap.ai), both checked on 2026-10-07. Gleap has since moved from gleap.io to gleap.ai, and the old addresses redirect. On 2026-10-12 we re-read the pricing page to confirm the investigation agent's current name, Kai Resolve, the YouTube videos and Composio-connected apps Kai Support can use, and the per-run cost cap on custom agents. We could not read Gleap's integration catalog, documentation, status pages or Trust Center for this draft. That leaves integration depth, whether a Shopify connection exists, uptime history and the HIPAA terms unverified; we have not assumed any of them. Customer results quoted on Gleap's homepage are the vendor's claims and were left out. The two pages do not contradict each other, though the homepage's summary of Pro leaves out the SLA policies the pricing page lists. No review-site text was used.
What’s new in Gleap
The latest from Gleap’s own changelog, linked to each post.
- Sequences: surveys, push, WhatsApp and replies that keep it going
feedback.gleap.ai
- Sequences: personal follow-ups on every channel
feedback.gleap.ai
- Surveys 2.0: logic, survey pages, email surveys and AI insights
feedback.gleap.ai
- Claude Sonnet 5.5
feedback.gleap.ai