Maito vs Gleap

Which is better, Maito or Gleap?

Maito is the better pick if your support team should keep its current help desk and ask about escalations in Slack or by email, with every customer reply waiting for approval. Gleap is the better pick if you want to replace your help desk with one that has live chat, in-app bug reports, session replay, and AI agents built in.

Gleap is a help desk, and its agents work on tickets in Gleap. Maito is an AI support engineer that sits next to whatever help desk you run and does the engineering side of an escalation. As of October 2026, Gleap Team costs $149 a month billed yearly or $179 billed monthly, with Kai Resolve investigations billed on top at about $0.49 each. Maito costs $149 per workspace per month, with model usage billed by your AI provider.

This guide is for a B2B software company with a support team that hands bugs to engineers. We rechecked Gleap's pricing, Kai Resolve, and Kai Code pages on October 23, 2026.

What is Gleap?

Gleap is a help desk built for software companies: a shared inbox, live chat, in-app bug reporting, session replay, a knowledge base, a public roadmap, and a family of AI agents called Kai.

Tickets arrive from Gleap's widget, email, Slack, WhatsApp, and other channels. Teams moving over can import tickets and contacts from Intercom, Zendesk, and Freshdesk, and the Gleap widget can replace an existing chat on web and mobile.

The Kai agents split the work. Kai Support answers customers at first level, Kai Copilot drafts replies for agents, Kai Resolve investigates tickets first level can't answer, Kai Code writes the fix, and Kai PM sorts feature requests.

Where Gleap is strong:

• A complete help desk, chat widget, and bug reporter in one product
• Session replay, console logs, and network logs captured by its SDK inside your app
• SOC 2 Type II, with EU or US data residency chosen at signup

Sources: Gleap, Gleap pricing

So Gleap's Kai agents can fix code?

Yes. Kai Resolve investigates a Gleap ticket with read-only code access, and Kai Code turns a confirmed bug into a pull request your engineers review and merge.

Kai Resolve clones repositories into a sandbox, traces the report through the source, and reads data sources over MCP. It classifies each ticket as answerable, bug, feature request, needs more info, or inconclusive, and the investigator never commits or pushes. Tickets from the Gleap SDK carry the most evidence, because the console logs, click trail, and screen recording come from it.

Kai Code works with GitHub, GitLab, Bitbucket, and Azure DevOps, and one session can span several repositories. It runs in Gleap's cloud, or on your own machine through your Claude Code, Codex, or Cursor login. It doesn't merge or deploy.

Sources: Kai Resolve, Kai Code

And what is Maito?

Maito is an AI support engineer for B2B software companies. Support asks @Maito in Slack, by email, or in Claude, ChatGPT, Cursor, Codex, Grok, or Muse, and it checks the ticket, the code, and the logs before it answers.

When the answer is "it works that way", support gets it in plain words with the files it checked. When it's a bug, Maito reproduces it in a browser and records a video, opens a pull request with the fix and tests, and drafts the customer reply. The reply waits for the person you choose to approve it, and engineers decide what merges.

Maito reads tickets straight from Plain, Pylon, Intercom, and Help Scout. Any other help desk works by forwarding the ticket to the workspace's own email address. Once support runs through it, product, sales, and operations ask the same agent for their own work.

Sources: Support teams, How Maito works

How do Maito and Gleap compare at a glance?

Maito and Gleap both take a customer bug from the ticket to a pull request an engineer reviews. Gleap does it inside its own help desk, with evidence from its SDK. Maito does it next to your current help desk, in Slack and email, with its own browser reproduction and approved replies.

Sources: Maito pricing and support. Gleap pricing, Kai Resolve, Kai Code, and homepage.

Do you have to switch help desks to use Gleap or Maito?

Gleap's agents work on Gleap tickets, so using Kai Resolve and Kai Code means running your support in Gleap. Maito works with the help desk your team already has, and connecting it takes a few clicks or one forwarding rule.

Gleap investigates any ticket in its inbox, whether it came from the widget, email, Slack, or an integration. It doesn't list Zendesk, Intercom, Plain, or Pylon as places Kai works; it imports from them.

With Maito, a support lead keeps Pylon open, copies the ticket link into #support, and asks. If the desk isn't connected, forwarding the customer's email to Maito does the same job.

Winner: Maito, for teams whose help desk, macros, and reporting already work. Gleap, for a team that wanted a new help desk anyway.

Sources: Kai Resolve, Gleap, Support teams

What do Maito and Gleap do with a customer's bug report?

Maito and Gleap both read the ticket and the code and end with a pull request. Maito also reproduces the bug in a browser on its own and records it, then keeps support, the engineer, and the draft reply in one Slack thread.

Illustrative conversation, not a recorded product test.

#support

Priya 11:02 AM

@Maito a customer on the Growth plan says invoices in EUR show the wrong tax total. Pylon ticket #5120.

Maito APP 11:19 AM

Reproduced with a test account in EUR. Video attached: the tax line rounds each item before summing, so a 12-item invoice is off by €0.04. It started with last Tuesday's release. PR #932 sums first and rounds once, with a test for multi-item EUR invoices. Checks pass.

Tom 11:26 AM

Looks right. Does USD change at all?

Maito APP 11:31 AM

No. USD totals match before and after for the last 500 invoices. Customer reply is below with the corrected total, waiting for Priya's yes.

Example complete

Kai Resolve works from the evidence the customer's session already captured, and its decisions and findings show up in the ticket view. With the default follow-up setting, a teammate confirms the fix is live before Gleap sends the customer reply.

Winner: Maito, when the bug doesn't come with a session replay, or when support and engineering talk it through in Slack. Gleap, when your app runs its SDK and the recording already shows the bug.

Sources: Kai Resolve

What happens to the customer reply in Maito and Gleap?

Maito never answers a customer on its own: every reply it drafts waits for the person you choose. Gleap's Kai agents answer some customers directly and hold fix replies until a teammate confirms the fix is live.

Kai Support resolves first-level questions on its own and is billed per resolution. Kai Resolve sends a reply when its evidence settles the question, and you set how far it goes, from a full second level to a safety net.

In Maito, a customer's email is evidence for the work, not instructions it follows.

Winner: Gleap for deflecting simple questions without a person. Maito for teams that want a human yes on everything a customer reads.

Sources: Gleap pricing, Kai Resolve, How Maito works

Can people outside support use Maito or Gleap?

Maito handles product, sales, and operations work in the same agent support uses, with no seats. Gleap's agents stay inside support and product: tickets, feature requests, and roadmap priorities.

A product manager asks Maito how many customers hit the same bug this month; sales asks whether a prospect's SSO setup is supported. Each answer comes from the code and the tools you connected.

Kai PM recommends priorities from feature requests and customer demand inside Gleap.

Winner: Maito. The agent that handled the escalation also answers the rest of the company.

Sources: Maito FAQ, Gleap

Is Gleap or Maito more secure?

As of October 2026, Gleap is SOC 2 Type II audited and lets you choose EU or US data residency at signup. Maito keeps credentials encrypted, records each action its agent takes in an admin log, and runs models on the AI provider account you connect.

Gleap's investigator blocks writes, deletes, and billing operations, and reads repositories in a sandbox.

Maito runs each coding task on its own machine and branch, and only sees the channels, repositories, and tools you connect. DMs stay private.

Winner: Gleap, for a security review that asks for a SOC 2 report or EU hosting.

Sources: Kai Resolve, Gleap, Maito FAQ

How long do Maito and Gleap take to set up?

Maito is ready in minutes: connect an AI provider, Slack, a repository, and your help desk. Gleap needs its SDK in your app for the richest evidence, and your support moved into its inbox before Kai can investigate.

Gleap extends the 7-day trial once if your workspace isn't live by day 6, which tells you the move takes some work.

Winner: Maito, for a first escalation on the day you sign up.

Sources: Gleap pricing, Maito FAQ

What do Maito and Gleap cost?

As of October 2026, Gleap Team is $149 a month billed yearly or $179 billed monthly, with unlimited seats, and its AI agents bill per use on top. Maito charges $149 a month for the workspace, everyone included, with $20 of cloud credits; model usage goes on your AI provider's bill.

Sources: Gleap pricing, Maito pricing

What would ten people pay for a month of Maito or Gleap?

As of October 2026, ten people on Gleap Team pay $179 a month on monthly billing, plus about $49 if Kai Resolve runs 100 investigations. Ten people on Maito pay $149 a month plus their AI provider's usage.

Gleap's bill grows with each investigation, each Kai Code run in its cloud, and each first-level resolution. Maito's subscription stays at $149, and the provider bill follows the work.

What do Gleap users say in reviews?

As of October 2026, Gleap rates 4.1 on Trustpilot from 15 reviews. Reviewers praise how much the product covers for the price and how fast its team answers; the complaints are about search missing old tickets and replies not reaching some high-volume clients.

Only three of those reviews are from the last 12 months.

Sources: Gleap on Trustpilot

When is Gleap the better choice?

Gleap is the better choice when you're picking a help desk from scratch, your product is an app that can run its SDK, and you want a bot to close simple questions without a person.

It also suits teams whose engineers already pay for Claude Code, Codex, or Cursor, because Kai Code Bridge runs on that login.

Sources: Kai Code

Can a team use Maito and Gleap together?

Yes. A team that runs support in Gleap can forward an escalation to Maito's email address and get the investigation, the fix, and the draft reply back in Slack.

Keep Gleap's widget and session replay for collecting reports, and send the hard ones, the ones that need a browser reproduction or a conversation with engineering, to Maito.

What moves over when a team adds Maito next to Gleap?

Nothing has to move. Tickets stay in Gleap, repositories stay where they are, and Maito reads both.

Paste the steps your team follows for an escalation into a Maito thread and ask it to save them as a skill. Run one open Gleap ticket through Maito before you change who handles escalations.

Sources: Skills

So should you choose Maito or Gleap?

Choose Maito to add an AI support engineer to the help desk you have, with escalations handled in Slack and email and every reply approved by a person. Choose Gleap to replace your help desk with one where chat, bug reports, and AI agents are one product.

Take the last escalation that cost an engineer an afternoon. Give it to Maito in Slack and to Kai Resolve in a Gleap trial workspace, and compare what each found, what it changed, and what the customer would have read.

Maito vs Gleap: frequently asked questions

Does Gleap work with Zendesk or Intercom?

Gleap imports tickets and contacts from Intercom, Zendesk, and Freshdesk so you can move to Gleap. Kai Resolve investigates tickets in Gleap's own inbox.

How much does a Kai Resolve investigation cost?

As of October 2026, about $0.49 per investigation on average, billed by the work done, on Team and Pro. Runs that fail to start aren't charged.

Is Kai Code included in Gleap Team?

Yes, as of October 2026 Kai Code is on Team, Pro, and Enterprise. Cloud runs bill at API usage; Bridge runs use your own Claude Code, Codex, or Cursor login and need a positive AI balance to start.

Does Gleap have a free plan?

No. Every Gleap plan has a 7-day trial that starts with a card, and the first charge is on day 8.

Is Gleap SOC 2 compliant?

Yes. Gleap is SOC 2 Type II audited and offers EU or US data residency.

Does Maito need its own SDK in our app?

No. Maito reads the ticket, your code, and your logs, and reproduces bugs in a browser against your app.

Does Maito have a free trial?

No. Maito's only plan is the $149 monthly workspace subscription, and model usage bills through your own AI provider.

Sources: Gleap, Kai Resolve, Gleap pricing, Kai Code, Gleap pricing, Gleap, Support teams, Maito pricing