Migration Guide for SaaS Companies
Converge Team
Part of the Gladly migration guide
SaaS-specific migration guide for moving from Gladly, covering ticket workflows and integrations.
SaaS Company Migration from Gladly
Gladly is primarily designed for B2C and DTC brands — luxury retailers, e-commerce companies, and consumer brands with high-touch support needs. SaaS companies can use it, but the platform's strengths (people-centered design, voice support, Shopify integrations) don't align with typical B2B SaaS requirements (ticket escalation, developer API integrations, technical support workflows).
Why SaaS Teams Switch from Gladly
Gladly's people-centered model excels at consumer brand loyalty — showing a customer's entire purchase history, lifetime value, and every interaction over years. SaaS support is different: it's about resolving technical issues quickly, tracking bug reports, and managing feature requests across product tiers. Gladly's Topics and Rules engine can handle basic categorization, but it lacks deep technical support features like ticket escalation paths, engineering integrations, or structured bug report forms.
Recreating Support Workflows
If you used Gladly's Rules for tiered routing (e.g., L1 to L2 escalation based on Topics), recreate this with auto-routing rules in your new platform. Gladly's Rules can route conversations based on Entry Point, customer attributes, or message content. Map these to your new platform's auto-routing (round-robin or load-balanced) and tags for categorization. SLA policies in Gladly with per-priority targets translate directly to most modern platforms.
SLA Policy Migration
Gladly supports SLA targets with business hours calendars. Recreate your priority-based SLA thresholds (first response time, resolution time per priority level) in your new platform. Most platforms with SLA support use a similar model. The main difference: Gladly can apply different SLA targets based on customer attributes or Entry Point, while simpler platforms apply one SLA policy company-wide.
Chat Widget for SaaS Products
If you embedded Gladly's Chat widget in your SaaS product, replace it with your new platform's widget. A chat widget with beacon tracking and event API lets you capture product usage context alongside support conversations — showing which page the user is on, what actions they've taken, and UTM parameters. This gives agents more context than Gladly's standard Chat widget provides.
Migration timeline for SaaS: Budget 1-2 weeks if you've built complex Rules and routing logic. Channel migration itself is fast — it's the workflow recreation and team training that takes time. If you relied heavily on Gladly's voice channel for SaaS support calls, factor in time to set up an alternative telephony solution.
Need the full migration guide?
This page covers migration guide for saas companies specifically. For the complete step-by-step migration process:
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