# UserVoice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is UserVoice the right Knowledge Management solution for you? Explore 70 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/135908/UserVoice/reviews --- UserVoice 4.3 (70) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of UserVoice Ease of use 4.2 Customer Service 4.1 ## Pros and Cons in Reviews Phil S VPComputer Software, 2 - 10 employeesUsed the software for: More than 2 years. “We've used it for 8 years and loved the features it provides for our small team.“ November 12, 2022 Phil S VPComputer Software, 2 - 10 employeesUsed the software for: More than 2 years. “The only thing I can think of is sometimes customer emails get blocked for no reason so we don't get their support ticket.“ November 12, 2022 KT Kieran T Director, Customer SuccessEducation Management, 201 - 500 employeesUsed the software for: More than 2 years. “A simpler platform to other support desks, but allows you to focus on the primary need at hand: solving tickets.“ December 17, 2021 KT Kieran T Director, Customer SuccessEducation Management, 201 - 500 employeesUsed the software for: More than 2 years. “Myself and my team have never been more efficient“ December 17, 2021 ## Showing most helpful reviews Showing 1-25 of 70 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Jessica M. Curriculum Coordinator E-Learning Used the software for: 2+ years ### "Gives us almost everything we need for a great price" November 23, 2018 5.0 UserVoice is used by our support team to answer users' questions and provide information as needed. It helps us manage our support tickets and provides a way for our learners to easily provide feedback. Pros We've used UserVoice for a number of years now and it's really been almost everything we've needed from a support ticket system. It allows us to quickly and easily manage users' questions and provide answers and feedback. One great thing we've gotten from it is creating our "knowledge base," which helps us both answer frequent questions more quickly (by using the drop down feature to pre-fill a response with an answer from the knowledge base) as well as providing a ready-made FAQs page for our site. Agents can easily be assigned to different tickets and it's clear who is responding to what ticket, which was problematic in our old system and we often had multiple people answering the same question at the same time. Cons On the other hand, UserVoice hasn't always been great about catching obvious spam and we have to do a fair amount of blacklisting manually. We offer content in Spanish, Portuguese, and English but you can only set it to one language, so right now we have a completely separate support system for our Spanish and Portuguese learners. And oddly, they have no online/email tech support available. You have to call if you have an issue. :( Review Source TD Tasha D. Product Manager Computer Software Used the software for: 2+ years ### "Great product, miss their help desk software" November 4, 2021 5.0 I wish they still offered their help desk software. Pros I used uservoice for their help desk software. At the time, they didn't have any in-app heads up messages so I got pressure from our \[SENSITIVE CONTENT\] to consolidate our systems and use intercom for help desk and in-app messages. It didn't take long to realize the mistake that was made. Uservoice was far superior than intercom for help desk interactions and help articles. Their ability to track how many tickets never made it to our inbox because they were solved by serving up a help doc was really useful. Cons At the time, they didn't off any heads up or bulk messaging to all users. We couldn't send out bulk communications when we were having an outage or we were releasing new features. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing UserVoice Better functionality. Great support team. Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) Intercom wasn't HIPAA compliant at the time of the move. Review Source Anand A. VP Computer Software Used the software for: Less than 6 months ### "not recommended" October 2, 2019 3.0 Pros Still not gotten a good walk through of the product from the Customer success, i hate these lengthy email coms and want a slack channel to get going fast. Cons its not so intuitive and no good examples listed and process is not very clear Review Source Response from UserVoice October 4, 2019 Hi Anand, Thanks for taking some time to share your review of our product here. We care a lot about making sure our users get the most out of our product, and I'm truly sorry to hear that you are finding it is taking longer than expected for you to get fully up and running with UserVoice. I've reached out to our Customer Success Lead about this, and they will be following up with you shortly. We've done our best to design our onboarding process to be as impactful as possible for our customers, but we're always open to improving things. We'd would love any specific ideas you have for improving this experience if you'd be willing to share them with us. -- Heather McCloskey Megan H. Product Owner Education Management Used the software for: 1-2 years ### "We and our clients love UserVoice, big improvement to feedback loop & transparency!" March 6, 2019 5.0 Benefits have been getting a better pulse from our clients on what matters to them most (more than just the squeaky wheels), gives me a pool of clients that have interest on a topic and are engage to do customer interviews with, makes our clients happy to have somewhere that they can see their voice being heard! Pros The best part of UserVoice is getting more and consistent feedback from our users. Right away we had things that got voted to the top that were not even on our radar from client conversations/interviews and other internal feedback. Gives me a pool of people invested in our product to contact for interviews and digging into the 'why's' around their requests. Our internal folks love it as they have somewhere to point our users to that they know will get them heard without them having to be the go between. We have an annual conference, and i had numerous clients come up and tell me that they absolutely love UserVoice. Cons The main struggle is getting the time to keep on top of it, we get so many ideas! The dashboard doesn't give me much information, may be due to our set up, I always head right into a view of the ideas so would love to be able to bypass that page. Review Source Phil S. VP Computer Software Used the software for: 2+ years ### "Great product for keeping track of software wishlist" November 12, 2022 5.0 We've used it for 8 years and loved the features it provides for our small team. Pros Easy to set up.Low cost to start.Issue tracking is great.Great way to keep a knowledgebase Cons We've used Uservoice for 8 years and haven't found much we don't like about it. The only thing I can think of is sometimes customer emails get blocked for no reason so we don't get their support ticket. Uservoice is great to work with when getting these resolved. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing UserVoice Met the founders at an event. Review Source Jean-Philippe B. User researcher Information Technology and Services Used the software for: 1-2 years ### "Great feedback/suggestion/feature request forums!" May 28, 2019 5.0 With UserVoice we easily gather feedback from our user, use the threads to make discussions happen and also communicate with our users when new feature are up and ready. Pros The forum moderation options are crucial for feature request/suggestion forums and with UserVoice, they are all there and simple to use. Also we use the widget to gather user feedback directly in our tools. Cons You need to know how to code CSS and HTML if you want to customize the forums. Review Source wendy J. Interior Design Design Used the software for: 6-12 months ### "Accumulate, Analyze, activate" October 8, 2019 5.0 I appreciate that they cover so much, but I think they make it harder than it should be. Although, I have a small business. A large business would probably use this more. Pros I like that this software has a feedback forum. Customers can vote and they have a keyword search which is really nice for the clients customers. The client can even block some and have some subscribe to future status updates and you can tie all the revenues and analyze opportunities lost and lost revenue. Cons It does seem really busy on the site. Less is more sometimes Review Source Girivaru T. Customer Success Manager Information Technology and Services Used the software for: 2+ years ### "Good KB portal for mid size product company" August 8, 2018 4.0 I was able to launch any KB article with proper tagging and with Ease, I had a seperate segment for crowdsourcing ideas it was great feature for me Pros Editor capabilities in Uservoice are not present in any other similar products, which makes it stand out of market Cons Mid companies would like any content to have SEO,SEM capabilities. A must required as I want even my KB content to perform Review Source Michael S. Director Product Development Computer Software Used the software for: 2+ years ### "Great product tool to aid in customer discovery and research" April 17, 2018 4.0 Great product tool to aid in customer discovery and research. Pros Uservoice has a great api that makes it easy to add custom components to your app or web pages and makes it easy for users to provide feedback. Cons The newest version is not as easy to navigate as the old one, but did add some great new features to the list. Review Source Aaron B. Network President & Founder Broadcast Media Used the software for: 2+ years ### "Great Feedback Tool" January 9, 2019 5.0 Pros Has a multipurpose use, can be used as a help desk or just a feedback tool. Lets users give feedback for different categories that you create and their API is an easy way to integrate contact forms or user feedback forms into your website. Cons Customization of the user portal is not easy and does not allow you to preview any changes made before making them live. They only offer 3 templates and you must download them and apply them manually. Review Source NT Nick T. Director of Sales Computer Software Used the software for: 2+ years ### "Great Support Portal, but Not Quite Enough" March 10, 2015 4.0 Pros UserVoice is a great and simple system to use for Customer Support. I run Support at my SaaS company, Personify. It's been a fantastic way to ensure that we give our users World-Class support, and help, as they get up and running with our Products. Cons We ended up moving to Desk.com for our next generation of products, for the simple but powerful reason that they offer better multilingual support. Review Source GL Gabrielle L. Dir. of Client XP Used the software for: 2+ years ### "Great for collecting feedback" April 24, 2018 4.0 Pros We use this solely to collect feedback from our clients regarding what features they are interested in. To that end, it performs perfectly. Cons I can't really think of any cons, since we have a fairly limited use of the platform. Up till now, it has done it's job. Review Source JK Jonathan K. Vendor Manager. Computer Software Used the software for: 1-2 years ### "UV is an okay product, but there are better ones out there. " December 18, 2015 2.5 Pros Very slow, though I understand we've pushed UV to the limit. No ability to tag CR's. Difficult to update. Slow reporting. Cons The color schemes are nice; I'm sure this product was okay in the past, though it seems outdated as a CRM. Review Source LS Lindsey S. Account Manager Computer Software Used the software for: 1-2 years ### "Customer Success Manager Usage of Uservoice" December 14, 2015 4.5 Pros I like the ability to assign tickets to myself and other colleagues, for easy accountability. Cons Searching for tickets isn't always accurate, could improve matching ability in the search results. Review Source DK Daniel K. COO Used the software for: ### "Greatest Support System" April 17, 2014 5.0 I have used a lot of support systems in my day, but this is the best. At Exec we used UserVoice exclusively to manage all of our internal operations and support. We found it super easy to setup and use (no training required for our staff) and was reasonably priced. It was especially important how well it worked with, and looked just like, regular email. Review Source LC Lorelei C. Director of Customer Success Computer Software Used the software for: Less than 6 months ### "Good app for simple products" December 4, 2015 3.5 Pros We began using this primarily for the knowledge base and ticketing system. We implemented the custom user traits, Satisfaction widget and the Contact widget fairly easily inside our application and these features keep us informed on customer support interactions. Cons I wish features settings were customizable. Like the frequency of the Satisfaction pop is fixed and the Contact widget buttons/wording is limited even with development. We were disappointed with the Salesforce integration because it doesn't include the Satisfaction scores and it also is not customizable. Review Source w www.otd.to Used the software for: ### "UserVoice - contact/feedback form" February 8, 2014 5.0 We are using it for quite a while now ( @ www.otd.to ) and all I can say that is very easy to implement and track all emails, nice ticket system that meets all our needs for feedback and support. UserVoice is a great app. Pros Easy to embed code right into your website, great ticket system and staff management, quick email notifications. Review Source dv dean veggy Used the software for: ### "nice user friendly clean design" March 5, 2014 5.0 It's important not only to get data back from our customers, but have it well organised and presented in a nice way. UV does this well. Pros As above Cons Could do with ability to add a user's email addr as 'watcher' for easily adding idea on their behalf and thus bringing them on board. Review Source JD Justin D. Used the software for: ### "Great Product and Great People" March 7, 2014 5.0 I interact with Andrew and Claire whenever we have an issue or question. They are always very prompt, professional and are cool cats. UserVoice has made my job easier and reporting much smoother. Very happy with their product and great service! Review Source G Giorgio Used the software for: ### "Great product!" March 13, 2014 5.0 Easy to set up, easy to customize. My customers are satisfied by the way we handle support tickets with UserVoice and it really helped my productivity. Pros Easy set up, easy customization, good support. Cons None Review Source BL Bart Lorang Used the software for: ### "Totally awesome" March 8, 2014 5.0 UserVoice is awesome for product management and customer support. We use it on all our mobile apps and web apps! Pros Easy setup and config. Cons None Review Source ES Eric S. IT Manager Telecommunications Used the software for: Less than 6 months ### "Customer Success Engineer that's mostly satisfied with product" December 14, 2015 4.0 Pros Very user friendly and easy workflow. Metrics about response time are great along with canned responses. Cons Integrations while present leave some to be desired. Can't pull all SFDC data desired. Unsure how to implement SLWs into UV workflow. Review Source AH Aaron H. Product Manager Computer Software Used the software for: 6-12 months ### "Excels on the customer feedback loop" March 7, 2019 4.0 Despite my several gripes, UserVoice is an excellent product that I would recommend to any organization that wants to focus on improved communication and transparency between the Product Management organization and the customers they serve. UserVoice is very responsible and their product has an excellent User Experience team that ensures features are always easy to use. Pros What I love about this platform is that when customers submit ideas it makes it easy for them to stay in the loop on what happens to their idea. Often times companies that accept Enhancement Requests from their customers, typically go into a "black hole" where the customer never knows what happens. Even if the ER gets delivered and makes its way into the product, the customer isn't told. With UserVoice, it makes it really easy via their email notifications and User Portal for customers submit ideas, make sure the ideas are not duplicated during the submission process, and then they are able to stay current on the discussion that that idea leads to so they know if the idea is something that is declined, something we will hold off on, or something we plan to deliver in on the near term roadmap. I also like the roadmap capabilities that UserVoice is developing, it shows a lot of promise, but isn't currently full featured and is more in the beginning stages of being built out. Cons Three things: 1) And this is most important, it would be great if Customers who log into the public User Portal could see all of the ideas from their company/account. Today we have to manually generate reports so they can see the status of all ideas originating from their organization, but this should really be a feature of the User Portal that our customers can just do themselves, self-service. 2) The User and Account management in UserVoice leaves a lot to be desired. Today you can't do basic things like change the name or email address of an account. The supported ways of doing this are, A) The customer does it themselves B) The SAML or SSO integration passes updated information to UserVoice during the authentication process C) you make the change via API or a CSV upload file 3) We would like to see more functionality added to the user type called "Contributors" so the PM team can offload, delegate work to other parts of our organization. Currently Contributors are too limited . Review Source VR Verified Reviewer Responsabile Spedizioni Import and Export Used the software for: 1-2 years ### "Tutto sommato fa quel che deve fare." August 17, 2023 4.0 Pros Secondo me riesce a coinvolgere i clienti quindi rende più partecipi tutti, che non è male, per ricevere giudizi o consigli, per migliorare elementi critici e rispondere al meglio alle esigenze. Fermo restando che poi, le decisioni vengono comunque prese dall'azienda e questa funzione non è quindi garanzia di ricevere quel che si vuole (ovviamente) Cons Con la gestione delle richieste multiple ci si spende più tempo e forse è difficile starci dietro, diventa più complicato.Per il resto non abbiamo riscontrato altri punti critici. Review Source VR Verified Reviewer CEO Information Technology and Services Used the software for: 2+ years ### "Feedback manager" May 5, 2022 4.0 We currently use the Knowledge Base, the Idea Dashboard, and the Support tickets system. Pros Tracking using feedback, and voting on ideas was the entry point and was quite innovative when we started using the system several years ago. The widget to get feedback integrated into your web application is great and the user can self serve from Knowledge base articles, other users' ideas, or ask our support team. Cons The product backend is quite outdated in UX and over the years it becomes more complex (at least for the size of my company). I suppose this is due to a switch on the types of customers Uservoice targets now (Microsoft-like). The knowledge base is not multilanguage, so you have to create multiple versions of the articles, one in each language, and group them using Categories. Review Source Similar Products Featured ## Related categories [Idea Management](https://www.capterra.com/idea-management-software/)[Customer Experience](https://www.capterra.com/customer-experience-software/)[Knowledge Management](https://www.capterra.com/knowledge-management-software/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.