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Compare Freshdesk and UseResponse 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% 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
(3,678)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 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 user experience, particularly highlighting its intuitive UI and UX. Users appreciate the clean layout and ease of navigation, making it a reliable choice for IT support specialists who need to manage customer issues efficiently.
- According to verified reviews, UseResponse stands out for its modular structure and flexibility, allowing users to customize their experience by switching features on and off as needed. This adaptability is praised by users who value a tailored approach to customer service.
- Users say that Freshdesk's implementation process is notably quick and straightforward, with many recent users mentioning the intuitive onboarding wizard that helps teams get up and running without significant delays.
- Reviewers mention that UseResponse offers exceptional customer support, with a dedicated team that is described as friendly, competent, and fast. This level of support is a significant advantage for businesses that require ongoing assistance and guidance.
- G2 reviewers highlight Freshdesk's robust automation features, which streamline workflows and enhance productivity. Users specifically appreciate the child ticket option that simplifies the escalation process by automatically duplicating information from parent tickets.
- According to recent feedback, while Freshdesk has a higher overall satisfaction score, UseResponse maintains a strong rating for ease of use and customer-centric design, making it a solid choice for small businesses looking for a user-friendly solution.
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
3,222
8.7
21
Ease of Use
8.9
3,244
9.0
21
Ease of Setup
8.6
2,304
8.6
16
Ease of Admin
8.7
2,174
8.9
16
Quality of Support
8.7
3,119
9.3
20
Has the product been a good partner in doing business?
8.8
2,097
9.3
16
Product Direction (% positive)
8.8
3,195
9.4
21
Features by Category
Ticket and Case Management
8.9
2232
|
Verified
8.8
14
|
Verified
8.8
2245
|
Verified
8.7
14
|
Verified
8.5
2160
|
Verified
8.7
14
|
Verified
8.5
2046
|
Verified
8.8
11
8.3
1804
|
Verified
Not enough data
8.5
2089
|
Verified
8.9
12
|
Verified
8.7
2013
|
Verified
8.7
13
|
Verified
8.3
1376
|
Verified
7.9
8
|
Verified
Generative AI
7.3
332
Not enough data
7.4
330
Not enough data
Agentic AI - Help Desk
7.1
60
Not enough data
6.9
60
Not enough data
7.3
60
Not enough data
Communication Channels
8.6
1926
|
Verified
9.0
13
|
Verified
8.9
2080
|
Verified
8.6
12
|
Verified
8.4
1317
|
Verified
8.3
9
|
Verified
8.0
1195
|
Verified
8.6
6
|
Verified
7.9
941
|
Verified
Feature Not Available
Platform
8.0
1159
|
Verified
8.2
11
|
Verified
8.1
1661
|
Verified
8.7
13
|
Verified
8.6
1546
|
Verified
9.4
12
|
Verified
8.2
1150
|
Verified
8.8
8
|
Verified
8.0
1872
|
Verified
8.6
13
|
Verified
8.3
1961
|
Verified
8.6
13
|
Verified
Channels
8.4
358
Not enough data
8.0
335
Not enough data
7.5
325
Not enough data
Design
8.2
331
Not enough data
7.8
336
Not enough data
8.3
356
Not enough data
8.3
345
Not enough data
8.4
333
Not enough data
Generative AI
7.7
266
Not enough data
7.8
266
Not enough data
Usability
8.7
267
Not enough data
8.7
263
Not enough data
8.8
257
Not enough data
Reporting
8.6
251
Not enough data
8.5
248
Not enough data
8.6
259
Not enough data
Generative AI
7.5
183
Not enough data
7.6
183
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
437
Not enough data
8.3
385
Not enough data
8.3
377
Not enough data
8.4
312
Not enough data
Support Automation
8.4
393
Not enough data
8.4
414
Not enough data
8.2
377
Not enough data
8.2
319
Not enough data
Generative AI
7.4
212
Not enough data
7.4
208
Not enough data
Generative AI
7.9
119
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
586
|
Verified
Not enough data
8.7
602
|
Verified
Not enough data
8.7
496
|
Verified
Not enough data
8.5
201
Not enough data
8.2
203
Not enough data
Internal Use
8.1
1661
|
Verified
8.7
13
|
Verified
8.6
205
Not enough data
8.1
187
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
961
9.3
5
8.6
913
9.3
7
8.3
687
Not enough data
8.2
242
Not enough data
8.4
259
Not enough data
Self-Service Platform
8.5
255
Not enough data
8.6
264
Not enough data
8.0
224
Feature Not Available
8.4
239
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
7.8
20
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)
485
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)
418
Not enough data
8.8(won by default)
380
Not enough data
8.5(won by default)
342
Not enough data
8.3(won by default)
57
Not enough data
Insight
8.6(won by default)
384
Not enough data
8.7(won by default)
172
Not enough data
8.6(won by default)
376
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
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
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 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
58.1%
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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