Compare Freshdesk and UseResponse 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Small-Business (40.9% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
$149 per 2 agents per month
Freshdesk
Star Rating
(3,716)4.4 out of 5
Market Segments
Small-Business (48.6% 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 plansUseResponse
Star Rating
(22)4.5 out of 5
Market Segments
Small-Business (40.9% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
$149 per 2 agents per month
Browse all 2 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in providing a structured and efficient ticket management system, with automation features that significantly reduce manual work for customer support teams. Users appreciate the ability to customize workflows to fit their specific needs, making it easier to centralize communication.
- Users say that Freshdesk's clean interface and easy navigation contribute to a less stressful daily support experience, especially when handling multiple customer queries. This is a notable advantage for teams looking to streamline their operations.
- Reviewers mention that UseResponse stands out for its modular structure, allowing users to activate or deactivate features as needed. This flexibility is praised by users who appreciate the tailored approach to customer service, making it easier to adapt to changing requirements.
- According to verified reviews, UseResponse is recognized for its dedicated customer support team, which is described as friendly, competent, and fast. This level of support can be a significant factor for businesses that prioritize responsive assistance.
- Users highlight that Freshdesk is particularly easy for new hires to pick up, requiring minimal training to start handling tickets effectively. This ease of onboarding can be a major benefit for businesses looking to scale their support teams quickly.
- Reviewers note that while UseResponse offers great usability and customer-centric features, it has a smaller user base compared to Freshdesk, which may affect the breadth of community support and shared resources available for troubleshooting and best practices.
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
UseResponse
Enterprise Package
$149
per 2 agents per month
Solution with all enterprise features included like SLA, SSO, Business Hours, Multilingual and Multi-Forums, Premium Support, etc.
Free Trial
Freshdesk
Free Trial is available
UseResponse
Free Trial is available
Ratings
Meets Requirements
8.6
3,257
8.7
21
Ease of Use
8.9
3,279
9.0
21
Ease of Setup
8.6
2,336
8.6
16
Ease of Admin
8.7
2,198
8.9
16
Quality of Support
8.7
3,154
9.3
20
Has the product been a good partner in doing business?
8.8
2,121
9.3
16
Product Direction (% positive)
8.8
3,229
9.4
21
Features by Category
Ticket and Case Management
8.9
2238
|
Verified
8.8
14
|
Verified
8.8
2254
|
Verified
8.7
14
|
Verified
8.5
2179
|
Verified
8.7
14
|
Verified
8.5
2058
|
Verified
8.8
11
8.3
1807
|
Verified
Not enough data
8.5
2089
|
Verified
8.9
12
|
Verified
8.7
2018
|
Verified
8.7
13
|
Verified
8.3
1372
|
Verified
7.9
8
|
Verified
Generative AI
7.3
328
Not enough data
7.4
324
Not enough data
Agentic AI - Help Desk
7.1
58
Not enough data
6.8
57
Not enough data
7.2
56
Not enough data
Communication Channels
8.6
1925
|
Verified
9.0
13
|
Verified
8.9
2087
|
Verified
8.6
12
|
Verified
8.4
1313
|
Verified
8.3
9
|
Verified
8.0
1190
|
Verified
8.6
6
|
Verified
7.9
935
|
Verified
Feature Not Available
Platform
8.1
1156
|
Verified
8.2
11
|
Verified
8.1
1658
|
Verified
8.7
13
|
Verified
8.6
1548
|
Verified
9.4
12
|
Verified
8.3
1149
|
Verified
8.8
8
|
Verified
8.0
1875
|
Verified
8.6
13
|
Verified
8.3
1962
|
Verified
8.6
13
|
Verified
Channels
8.4
358
Not enough data
8.0
334
Not enough data
7.5
323
Not enough data
Design
8.2
331
Not enough data
7.8
335
Not enough data
8.3
355
Not enough data
8.3
344
Not enough data
8.4
332
Not enough data
Generative AI
7.7
263
Not enough data
7.7
263
Not enough data
Usability
8.8
264
Not enough data
8.7
260
Not enough data
8.8
252
Not enough data
Reporting
8.6
246
Not enough data
8.5
242
Not enough data
8.6
254
Not enough data
Generative AI
7.5
179
Not enough data
7.6
179
Not enough data
Feedback
Not enough data
Not enough data
Not enough data
Not enough data
Idea Sources
Not enough data
Not enough data
Not enough data
Not enough data
Idea Collection
Not enough data
Not enough data
Not enough data
Feature Not Available
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Feature Not Available
Integrations
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Idea Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
8.3
432
Not enough data
8.3
378
Not enough data
8.3
371
Not enough data
8.4
307
Not enough data
Support Automation
8.4
388
Not enough data
8.4
408
Not enough data
8.3
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
207
Not enough data
7.4
203
Not enough data
Generative AI
7.8
116
Not enough data
7.9
114
Not enough data
7.6
113
Not enough data
Communication
8.8
584
|
Verified
Not enough data
8.7
600
|
Verified
Not enough data
8.7
494
|
Verified
Not enough data
8.5
199
Not enough data
8.2
202
Not enough data
Internal Use
8.1
1658
|
Verified
8.7
13
|
Verified
8.6
203
Not enough data
8.2
186
Not enough data
8.8
558
|
Verified
Not enough data
8.8
518
|
Verified
Not enough data
8.6
546
|
Verified
Not enough data
Generative AI
7.9
140
Not enough data
Self-Service Experience
8.7
960
9.3
5
8.6
912
9.3
7
8.3
684
Not enough data
8.2
239
Not enough data
8.4
257
Not enough data
Self-Service Platform
8.5
253
Not enough data
8.7
261
Not enough data
8.0
222
Feature Not Available
8.5
238
Not enough data
Agentic AI - Customer Self-Service
7.7
16
Not enough data
7.7
15
Not enough data
7.9
16
Not enough data
7.7
17
Not enough data
7.6
17
Not enough data
7.6
16
Not enough data
7.8
16
Not enough data
Generative AI
8.2(won by default)
79
Not enough data
8.0(won by default)
79
Not enough data
Process
8.6(won by default)
162
Not enough data
9.3(won by default)
484
Not enough data
8.6(won by default)
371
Not enough data
Channels
9.2(won by default)
479
Not enough data
8.7(won by default)
415
Not enough data
8.8(won by default)
376
Not enough data
8.5(won by default)
340
Not enough data
8.3(won by default)
58
Not enough data
Insight
8.6(won by default)
382
Not enough data
8.7(won by default)
169
Not enough data
8.6(won by default)
373
Not enough data
9.1(won by default)
445
Not enough data
Generative AI
7.8
86
Not enough data
7.7
85
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Survey Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Process Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
System Management
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.9
9
Not enough data
8.5
9
Not enough data
8.3
9
Not enough data
8.5
9
Not enough data
8.0
9
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.0
9
Not enough data
8.7
10
Not enough data
8.7
10
Not enough data
8.5
10
Not enough data
Automation
9.3
9
Not enough data
8.7
9
Not enough data
9.1
9
Not enough data
Autonomy
6.9
9
Not enough data
8.3
9
Not enough data
8.3
9
Not enough data
8.0
9
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 UseResponse 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
UseResponse is categorized as Idea Management and Enterprise Feedback Management
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
UseResponse
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
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.2%
Information Technology and Services
31.8%
Financial Services
9.1%
Computer Software
9.1%
Shipbuilding
4.5%
Semiconductors
4.5%
Other
40.9%
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
UseResponse has no discussions with answers
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