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Compare Freshdesk and UserEcho 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% of reviews)
Small-Business (50.0% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
0 1 support agent
Freshdesk
Star Rating
(3,619)4.4 out of 5
Market Segments
Small-Business (48.3% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansUserEcho
Star Rating
(22)4.2 out of 5
Market Segments
Small-Business (50.0% of reviews)
Pros & Cons
Entry-Level Pricing
0 1 support agent
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in overall user satisfaction, boasting a significantly higher G2 Score compared to UserEcho. Users appreciate its clean interface and strong automation features, which streamline ticket management and enhance productivity.
- Users say that Freshdesk's ticket management system is particularly effective, with features like SLA tracking and multi-channel support helping teams stay organized. In contrast, while UserEcho offers a solid support ticket system, it lacks the same level of comprehensive features that Freshdesk provides.
- According to verified reviews, Freshdesk's implementation process is praised for its intuitive onboarding, making it easier for teams to get started. Users have noted that it simplifies managing incoming support requests without the hassle of switching between tools, unlike UserEcho, which may require more setup time.
- Reviewers mention that UserEcho shines in customer support, with users highlighting the responsiveness of their team and the ability to customize the platform to meet specific needs. However, Freshdesk's extensive user base and higher number of reviews suggest a more robust community and support network.
- Users highlight that Freshdesk's shared inbox feature is a game-changer for collaboration, allowing teams to see who is working on which tickets, thus preventing duplication of efforts. UserEcho, while effective in funneling communications from various channels, does not offer the same level of collaborative tools.
- G2 reviewers note that while both platforms have similar scores for ease of use, Freshdesk's overall user experience is enhanced by its automation capabilities, which many users find beneficial for aligning tickets to the right agents. UserEcho, on the other hand, is appreciated for its simplicity but may not provide the same depth of functionality.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
Free Trial
Freshdesk
Free Trial is available
UserEcho
Free Trial is available
Ratings
Meets Requirements
8.6
3,183
8.6
20
Ease of Use
8.8
3,205
8.5
21
Ease of Setup
8.6
2,264
8.7
14
Ease of Admin
8.7
2,154
9.2
14
Quality of Support
8.7
3,081
8.9
19
Has the product been a good partner in doing business?
8.8
2,078
9.3
14
Product Direction (% positive)
8.8
3,158
7.2
21
Features by Category
Ticket and Case Management
8.9
2223
|
Verified
8.8
18
|
Verified
8.8
2229
|
Verified
9.2
19
|
Verified
8.5
2145
|
Verified
8.6
19
|
Verified
8.5
2036
|
Verified
8.3
16
|
Verified
8.3
1800
|
Verified
7.1
14
8.5
2087
|
Verified
8.6
18
|
Verified
8.7
2008
|
Verified
9.3
16
|
Verified
8.2
1372
|
Verified
Not enough data
Generative AI
7.3
331
Not enough data
7.4
328
Not enough data
Agentic AI - Help Desk
7.1
59
Not enough data
6.9
59
Not enough data
7.2
58
Not enough data
Communication Channels
8.6
1923
|
Verified
9.4
15
|
Verified
8.9
2069
|
Verified
9.6
15
|
Verified
8.4
1313
|
Verified
9.4
11
|
Verified
8.0
1193
|
Verified
8.9
12
|
Verified
7.9
940
|
Verified
Feature Not Available
Platform
8.0
1154
|
Verified
5.6
11
|
Verified
8.1
1662
|
Verified
7.1
12
|
Verified
8.6
1545
|
Verified
8.5
11
|
Verified
8.2
1142
|
Verified
8.3
10
|
Verified
8.0
1862
|
Verified
7.8
15
|
Verified
8.3
1959
|
Verified
8.7
15
|
Verified
Channels
8.3
354
Not enough data
7.9
333
Not enough data
7.5
324
Not enough data
Design
8.2
331
Not enough data
7.8
336
Not enough data
8.2
356
Not enough data
8.3
342
Not enough data
8.4
332
Not enough data
Generative AI
7.7
266
Not enough data
7.7
266
Not enough data
Usability
8.7
265
Not enough data
8.7
261
Not enough data
8.7
254
Not enough data
Reporting
8.6
249
Not enough data
8.5
245
Not enough data
8.6
256
Not enough data
Generative AI
7.5
182
Not enough data
7.6
182
Not enough data
Conversational Platform
8.3
433
Not enough data
8.3
381
Not enough data
8.3
373
Not enough data
8.4
308
Not enough data
Support Automation
8.4
389
Not enough data
8.4
409
Not enough data
8.2
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
209
Not enough data
7.4
206
Not enough data
Generative AI
7.9
118
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
585
|
Verified
Not enough data
8.7
602
|
Verified
Not enough data
8.7
496
|
Verified
Not enough data
8.5
200
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1662
|
Verified
7.1
12
|
Verified
8.6
204
Not enough data
8.1
186
Not enough data
8.8
560
|
Verified
Not enough data
8.8
520
|
Verified
Not enough data
8.6
548
|
Verified
Not enough data
Generative AI
7.9
144
Not enough data
Self-Service Experience
8.7
960
Not enough data
8.6
913
Not enough data
8.3
687
Not enough data
8.2
241
Not enough data
8.4
258
Not enough data
Self-Service Platform
8.5
254
Not enough data
8.6
261
Not enough data
8.0
221
Not enough data
8.4
238
Not enough data
Agentic AI - Customer Self-Service
7.8
19
Not enough data
7.7
17
Not enough data
7.9
18
Not enough data
7.6
19
Not enough data
7.5
19
Not enough data
7.4
18
Not enough data
7.7
18
Not enough data
Generative AI
8.2(won by default)
81
Not enough data
8.1(won by default)
81
Not enough data
Process
8.6(won by default)
164
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
374
Not enough data
Channels
9.2(won by default)
480
Not enough data
8.7(won by default)
419
Not enough data
8.8(won by default)
380
Not enough data
8.5(won by default)
342
Not enough data
8.2(won by default)
56
Not enough data
Insight
8.6(won by default)
383
Not enough data
8.7(won by default)
172
Not enough data
8.6(won by default)
375
Not enough data
9.1(won by default)
447
Not enough data
Generative AI
7.7
88
Not enough data
7.7
87
Not enough data
Customer Query Resolution - AI Customer Support Agents
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.1
12
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.6
13
Not enough data
8.7
13
Not enough data
8.6
13
Not enough data
Automation
9.0
12
Not enough data
8.8
12
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.5
12
Not enough data
8.2
12
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and UserEcho are categorized as Digital Customer Service Platforms, Help Desk, Live Chat, and Customer Self-Service
Unique Categories
Freshdesk is categorized as AI Customer Support Agents, Conversational Support, Shared Inbox, Complaint Management, Customer Communications Management, and Social Customer Service
UserEcho has no unique categories
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
UserEcho
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.0%
Computer Software
12.9%
Internet
4.1%
Financial Services
4.1%
Education Management
3.7%
Other
58.1%
Computer Software
27.3%
Information Technology and Services
13.6%
Internet
9.1%
Financial Services
9.1%
Utilities
4.5%
Other
36.4%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
UserEcho has no discussions with answers
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