# Freshdesk vs UseResponse Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshdesk excels in managing client support tickets, with users appreciating its ability to organize tickets with updated statuses for easy tracking and resolution. The automation features, such as ticket flow configuration and categorization, are particularly highlighted as enhancing customer satisfaction.
- **Users say** that UseResponse offers a modular structure that is easy to use, making it a flexible option for businesses. Reviewers commend the dedicated support team for being friendly and competent, which contributes to a positive user experience during implementation and ongoing use.
- **According to verified reviews** , Freshdesk has a significantly higher overall satisfaction score compared to UseResponse, indicating that users generally find it more effective for their customer support needs. The platform's robust ticket creation and response automation features are frequently praised.
- **Reviewers mention** that while UseResponse provides great usability and customer-centric features, it lacks the extensive review activity seen with Freshdesk, which has garnered a wealth of recent feedback. This may suggest that Freshdesk is more actively used and tested in real-world scenarios.
- **Users highlight** that Freshdesk's filter options for differentiating ticket types enhance workflow efficiency, allowing teams to manage support requests more effectively. In contrast, while UseResponse offers various communication channels, some users feel it may not match the comprehensive ticket management capabilities of Freshdesk.
- **G2 reviewers note** that Freshdesk's entry-level pricing is more accessible for small businesses compared to UseResponse, which has a higher starting cost. This affordability, combined with its strong feature set, makes Freshdesk a more attractive option for budget-conscious teams looking for effective customer support solutions.



| | Freshdesk | UseResponse | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 3,753 | 22 | 
| **Largest Market Segment** | Small-Business (48.7% of reviews) | Small-Business (40.9% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | $149 per 2 agents per month | 

---
## Top Pros & Cons

### Freshdesk

Pros:
- Ease of Use (352 reviews)
- Features (237 reviews)

Cons:
- Missing Features (115 reviews)
- Ticketing Issues (93 reviews)

### UseResponse

**Not enough data**

---
## Ratings Comparison
| Rating | Freshdesk | UseResponse | 
|---|---|---|
  | **Meets Requirements** | 8.6 (3283 reviews) | 8.7 (21 reviews) | 
  | **Ease of Use** | 8.9 (3308 reviews) | 9.0 (21 reviews) | 
  | **Ease of Setup** | 8.6 (2364 reviews) | 8.6 (16 reviews) | 
  | **Ease of Admin** | 8.7 (2199 reviews) | 8.9 (16 reviews) | 
  | **Quality of Support** | 8.7 (3182 reviews) | 9.3 (20 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2122 reviews) | 9.3 (16 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3252 reviews) | 9.4 (21 reviews) | 

---
## Pricing

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

### UseResponse

#### Entry-Level Pricing

Plan: Enterprise Package

Price: $149 per 2 agents per month

Description: Solution with all enterprise features included like SLA, SSO, Business Hours, Multilingual and Multi-Forums, Premium Support, etc. 


[Browse all 2 editions](https://www.g2.com/products/useresponse/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.2/10 | 2595 |
| **UseResponse** | 8.6/10 | 16 |

#### Ticket and Case Management

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Ticket creation user experience** | 8.9 (2255 reviews) ✓ Verified | 8.8 (14 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.8 (2267 reviews) ✓ Verified | 8.7 (14 reviews) ✓ Verified | 
| **Workflow** | 8.5 (2194 reviews) ✓ Verified | 8.7 (14 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (2069 reviews) ✓ Verified | 8.8 (11 reviews) | 
| **SLA Management** | 8.3 (1810 reviews) ✓ Verified | Not enough data | 
| **Attachments/Screencasts** | 8.5 (2094 reviews) ✓ Verified | 8.9 (12 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.7 (2028 reviews) ✓ Verified | 8.7 (13 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.3 (1379 reviews) ✓ Verified | 7.9 (8 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **AI Text Generation** | 7.3 (330 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (325 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Autonomous Task Execution** | 7.1 (57 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.9 (57 reviews) | Not enough data | 
| **Proactive Assistance** | 7.2 (56 reviews) | Not enough data | 

#### Communication Channels

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Customer Portal** | 8.6 (1927 reviews) ✓ Verified | 9.0 (13 reviews) ✓ Verified | 
| **Email to Case** | 8.9 (2090 reviews) ✓ Verified | 8.6 (12 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.4 (1318 reviews) ✓ Verified | 8.3 (9 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (1192 reviews) ✓ Verified | 8.6 (6 reviews) ✓ Verified | 
| **Voice** | 7.9 (937 reviews) ✓ Verified | Feature Not Available | 

#### Platform

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Mobile User Support** | 8.1 (1160 reviews) ✓ Verified | 8.2 (11 reviews) ✓ Verified | 
| **Customization ** | 8.1 (1662 reviews) ✓ Verified | 8.7 (13 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (1551 reviews) ✓ Verified | 9.4 (12 reviews) ✓ Verified | 
| **Integration** | 8.3 (1158 reviews) ✓ Verified | 8.8 (8 reviews) ✓ Verified | 
| **Reporting** | 8.0 (1881 reviews) ✓ Verified | 8.6 (13 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1967 reviews) ✓ Verified | 8.6 (13 reviews) ✓ Verified | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 404 |
| **UseResponse** | N/A | N/A |

#### Channels

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | Not enough data | 
| **Open Listening** | 8.0 (335 reviews) | Not enough data | 
| **Physical Media** | 7.5 (323 reviews) | Not enough data | 

#### Design

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Communications Strategy Development** | 8.2 (331 reviews) | Not enough data | 
| **Create Content** | 7.8 (335 reviews) | Not enough data | 
| **Personalization** | 8.3 (356 reviews) | Not enough data | 
| **Inbound Identification** | 8.3 (344 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.4 (332 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **AI Text Generation** | 7.7 (263 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (263 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 293 |
| **UseResponse** | N/A | N/A |

#### Usability

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **All-Employee Access** | 8.7 (263 reviews) | Not enough data | 
| **Supporting Documents** | 8.7 (259 reviews) | Not enough data | 
| **Two-Way Communication** | 8.8 (251 reviews) | Not enough data | 

#### Reporting

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Priority Case Alerts** | 8.6 (245 reviews) | Not enough data | 
| **Trend Analysis** | 8.5 (241 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (253 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **AI Text Generation** | 7.5 (178 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (178 reviews) | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.3/10 | 269 |
| **UseResponse** | N/A | N/A |

#### Productivity Tools

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Notes** | 8.9 (237 reviews) | Not enough data | 
| **Internal Discussion** | 8.7 (222 reviews) | Not enough data | 
| **Assignments and Tasks** | 8.6 (225 reviews) | Not enough data | 
| **Workflows** | 8.7 (229 reviews) | Not enough data | 
| **Templates** | 8.7 (232 reviews) | Not enough data | 
| **Integrations** | 8.3 (209 reviews) | Not enough data | 
| **Tagging System** | 8.7 (227 reviews) | Not enough data | 

#### Analytics

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Trends** | 8.3 (204 reviews) | Not enough data | 
| **Performance Tracking** | 8.5 (214 reviews) | Not enough data | 
| **Email Tracking** | 8.6 (212 reviews) | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (12 reviews) | Not enough data | 
| **Decision Making** | 7.1 (14 reviews) | Not enough data | 

### Idea Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **UseResponse** | N/A | N/A |

#### Feedback

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Ranking** | Not enough data | Not enough data | 
| **Commenting** | Not enough data | Not enough data | 

#### Idea Sources

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **External Idea Generation** | Not enough data | Not enough data | 
| **Internal Idea Generation** | Not enough data | Not enough data | 

#### Idea Collection

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Idea Campaigns** | Not enough data | Not enough data | 
| **Surveys** | Not enough data | Feature Not Available | 
| **Forums** | Not enough data | Not enough data | 
| **Suggestion Box** | Not enough data | Not enough data | 
| **Mind Mapping** | Not enough data | Feature Not Available | 

#### Integrations

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Gamification** | Not enough data | Not enough data | 
| **Project Planning** | Not enough data | Not enough data | 

#### Agentic AI - Idea Management

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 500 |
| **UseResponse** | N/A | N/A |

#### Conversational Platform

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Personalization** | 8.3 (432 reviews) | Not enough data | 
| **Omnichannel** | 8.3 (378 reviews) | Not enough data | 
| **Contextual Engagement** | 8.3 (371 reviews) | Not enough data | 
| **Proactive Engagement** | 8.4 (307 reviews) | Not enough data | 

#### Support Automation

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Intelligent Routing** | 8.4 (388 reviews) | Not enough data | 
| **Seamless Escalation** | 8.4 (408 reviews) | Not enough data | 
| **Transcripts** | 8.3 (373 reviews) | Not enough data | 
| **Self-Serve Support** | 8.2 (314 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **AI Text Generation** | 7.4 (207 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (203 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1886 |
| **UseResponse** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | Not enough data | 
| **AI Text Summarization** | 7.9 (114 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | Not enough data | 

#### Communication

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.7 (601 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.5 (199 reviews) | Not enough data | 
| **Co-Browsing** | 8.2 (202 reviews) | Not enough data | 

####  Internal Use

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Customization ** | 8.1 (1662 reviews) ✓ Verified | 8.7 (13 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.6 (203 reviews) | Not enough data | 
| **Lead Development** | 8.2 (186 reviews) | Not enough data | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 1122 |
| **UseResponse** | 9.3/10 | 8 |

#### Generative AI

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **AI Text Summarization** | 7.9 (139 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Knowledge Base** | 8.7 (959 reviews) | 9.3 (5 reviews) | 
| **Searchable Articles** | 8.6 (911 reviews) | 9.3 (7 reviews) | 
| **Community Forums** | 8.3 (682 reviews) | Not enough data | 
| **Mobile Optimization** | 8.2 (238 reviews) | Not enough data | 
| **Personalization** | 8.4 (255 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Branding** | 8.5 (253 reviews) | Not enough data | 
| **Automation** | 8.6 (260 reviews) | Not enough data | 
| **Artificial Intelligence** | 8.0 (220 reviews) | Feature Not Available | 
| **Integrations** | 8.4 (237 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Autonomous Task Execution** | 7.7 (16 reviews) | Not enough data | 
| **Multi-step Planning** | 7.7 (15 reviews) | Not enough data | 
| **Cross-system Integration** | 7.9 (16 reviews) | Not enough data | 
| **Adaptive Learning** | 7.7 (17 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.6 (17 reviews) | Not enough data | 
| **Proactive Assistance** | 7.6 (16 reviews) | Not enough data | 
| **Decision Making** | 7.8 (16 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.7/10 | 532 |
| **UseResponse** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (79 reviews) | Not enough data | 

#### Process

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Mentions** | 8.6 (163 reviews) | Not enough data | 
| **Tickets** | 9.3 (485 reviews) | Not enough data | 
| **Macros** | 8.6 (372 reviews) | Not enough data | 

#### Channels

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Email** | 9.2 (480 reviews) | Not enough data | 
| **Social** | 8.7 (416 reviews) | Not enough data | 
| **Live Chat** | 8.8 (377 reviews) | Not enough data | 
| **Phone** | 8.5 (341 reviews) | Not enough data | 
| **Text** | 8.3 (59 reviews) | Not enough data | 

#### Insight

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Surveys** | 8.6 (383 reviews) | Not enough data | 
| **Reporting** | 8.7 (170 reviews) | Not enough data | 
| **Visitor Activity** | 8.6 (374 reviews) | Not enough data | 
| **Help Desk** | 9.1 (446 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 91 |
| **UseResponse** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **AI Text Generation** | 7.8 (87 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (85 reviews) | Not enough data | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **UseResponse** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Survey Management

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Brand Design Consistency** | Not enough data | Not enough data | 
| **Survey Deployment** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Device Responsiveness** | Not enough data | Not enough data | 

#### Process Management

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Feedback Aggregation** | Not enough data | Not enough data | 
| **Trigger Alerts** | Not enough data | Not enough data | 
| **Real-Time Analysis** | Not enough data | Not enough data | 
| **Real-Time Action** | Not enough data | Not enough data | 

#### System Management

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Security** | Not enough data | Not enough data | 
| **System Monitoring** | Not enough data | Not enough data | 

### Player Support Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **UseResponse** | N/A | N/A |

#### Player Support Channels - Player Support Platforms

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **In-Game Support** | Not enough data | Not enough data | 
| **Multi-Channel Access** | Not enough data | Not enough data | 
| **Self-Service Help Center** | Not enough data | Not enough data | 

#### Support Operations - Player Support Platforms

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Automated Resolution** | Not enough data | Not enough data | 
| **Player Context** | Not enough data | Not enough data | 
| **Case Management** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 14 |
| **UseResponse** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Automated Ticket Resolution** | 8.9 (9 reviews) | Not enough data | 
| **Contextual Response Generation** | 8.5 (9 reviews) | Not enough data | 
| **Sentiment Analysis** | 8.3 (9 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 8.5 (9 reviews) | Not enough data | 
| **Multilingual Support** | 8.0 (9 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Proactive Customer Outreach** | 8.0 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (10 reviews) | Not enough data | 
| **Escalation Handling** | 8.7 (10 reviews) | Not enough data | 
| **Workflow Optimization** | 8.5 (10 reviews) | Not enough data | 

#### Automation

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Customer Interaction Automation** | 9.3 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (9 reviews) | Not enough data | 
| **Document Processing** | 9.1 (9 reviews) | Not enough data | 

#### Autonomy

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Independent Decision Making** | 6.9 (9 reviews) | Not enough data | 
| **Adaptive Responses** | 8.3 (9 reviews) | Not enough data | 
| **Task Execution** | 8.3 (9 reviews) | Not enough data | 
| **Problem Solving** | 8.0 (9 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **UseResponse** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshdesk | UseResponse | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (4):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Help Desk Software](https://www.g2.com/categories/help-desk), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Freshdesk (7):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Player Support Platforms](https://www.g2.com/categories/player-support-platforms)

**Unique to UseResponse (2):** [Idea Management Software](https://www.g2.com/categories/idea-management), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | UseResponse | 
|---|---|---|
| **Small-Business** | 48.7% | 40.9% | 
| **Mid-Market** | 39.7% | 40.9% | 
| **Enterprise** | 11.6% | 18.2% | 

### By Industry

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.8%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.7%
- **Retail:** 3.3%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.5%

#### UseResponse

- **Information Technology and Services:** 31.8%
- **Financial Services:** 9.1%
- **Computer Software:** 9.1%
- **Shipbuilding:** 4.5%
- **Semiconductors:** 4.5%
- **Restaurants:** 4.5%
- **Marketing and Advertising:** 4.5%
- **Internet:** 4.5%
- **Industrial Automation:** 4.5%
- **Hospitality:** 4.5%
- **Other:** 18.2%

---
## Alternatives

### Alternatives to Freshdesk

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3890 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2503 reviews)
- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7004 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1948 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7806 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)

### Alternatives to UseResponse

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7004 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3890 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7806 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Helpshift](https://www.g2.com/products/helpshift/reviews) — 4.3/5 stars (384 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2503 reviews)
- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)

---
## Top Discussions

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [What is the difference between freshdesk and Freshservice?](https://www.g2.com/discussions/what-is-the-difference-between-freshdesk-and-freshservice) — 2 comments
  > **Top comment:** "Freshdesk and Freshservice are both customer support and helpdesk software solutions developed by Freshworks Inc. These platforms cater to different aspects..."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"

### UseResponse

No discussions available for this product.

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**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshdesk-vs-useresponse)