# UseResponse Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about UseResponse Software - reviews, pricing plans, popular comparisons to other Help Desk products and more. Source: https://www.capterra.com/p/170123/UseResponse --- # UseResponse Software Review 2026: Features, Integrations, Pros & Cons Last updated on March 13, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. 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[Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) UseResponse ## What is UseResponse? Feature-rich Customer Support & Feedback Software including Multi-channel Ticketing, Live Chat With Messengers Aggregator, ChatBot, Feedback Community Portal, Knowledge Base. Available in SaaS & On-Premise. Highly customizable, scalable, and flexible. Free 14-day trial. ## What is UseResponse used for? [Help Desk](https://www.capterra.com/help-desk-software/)[Complaint Management](https://www.capterra.com/complaint-management-software/)[Live Chat](https://www.capterra.com/live-chat-software/) Top alternative Featured Overall rating Based on 36 user reviews Reviews sentiment Positive 94% Neutral 3% Negative 3% Starting price $199 Per User, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for UseResponse?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.useresponse.com&name=UseResponse) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### UseResponse 4.6 (36) VS. [4.2 (989)](https://www.capterra.com/p/113540/Bitrix24/reviews/) Starting Price $199 Per User, Per Month Starting Price $69 Flat Rate, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.7 (36) Ease Of Use 4.0 (957) Value For Money 4.6 (21) Value For Money 4.2 (780) Customer Service 4.8 (36) Customer Service 4.0 (752) ## UseResponse alternatives [4.4 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.5 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars Highest Rated [4.7 (1,780)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.4 (189)](https://www.capterra.com/p/182476/HubSpot-Service-Hub/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Ticket Management 4.7 (3) 33.33% of 3 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Customizable Branding 5.0 (2) 100.00% of 2 reviewers that rated this feature as important or highly important Add customized logos and colors to align with company branding Knowledge Base Management 5.0 (2) 50.00% of 2 reviewers that rated this feature as important or highly important Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Reporting/Analytics 4.5 (2) 100.00% of 2 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Workflow Management 4.5 (2) 100.00% of 2 reviewers that rated this feature as important or highly important Create, design and manage workflows for repetitive tasks Alerts/Notifications 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges UseResponse 102 features An @mention is a way to tag or notify a specific person about a message/post Define levels of authorization for access to specific files or systems Dashboard to view the status of ongoing processes, identify current incidents and track past activities Track and document all activities across devices, networks, and other systems Continuous profile-based stream of news and activity System alerts about the need to escalate an issue or request Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Tools for the systematic analysis of various types of data or statistics Application programming interface that allows for integration with other systems/databases Route documents and other data through one or more stakeholders for review and approval Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes Tickets are automatically assigned to specific agents based on predefined rules Create and automatically send premade copy in response to customer messages Group collaboration to solve ideas in a productive and concentrated manner. Track and manage schedules and meetings via an integrated calendar Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Shortcuts for inputting frequently used messages Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process Create and manage digital catalog of products/services with their details, specifications, and price Communicate using direct chat or messages within the system AI-based platform which conducts a conversation via auditory or textual methods Private online space that lets businesses securely share documents and provide information access to clients Provides a channel for team members to share media files, communicate, and work together Leave comments and notes on documents for others to view Manage and track all internal and external communication conducted via calls, email, text, or chat Obtain, monitor, and review customer feedback/complaints relating to products and services to improve customer satisfaction Centralized repository to store content and assets Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Track customer complaints from initiation through resolution A collection of customer information such as contact details, demographics, previous interactions, etc. Access previous interactions or concerns to maintain customer relationships Process of dividing customers into groups based on common characteristics Provide online support for your customers through live chat or help desk functionality Add customized logos and colors to align with company branding Customize data fields to support various needs and use cases Customize contracts and forms to collect specific information Alter the layout and content of reports Pre-designed layouts that can be customized to match preferences and requirements Assembly of graphs and charts for visualizing and tracking statistics/metrics Import and export data to and from software applications Protect sensitive data for digital privacy Graphical representation of data Online forums/groups where users can ask questions, share ideas, best practices, etc. Store, manage, and track all electronic documents in a centralized location Store and organize documents in a centralized system Manage, store and organize emails within the system or via third-party apps Pre-made examples and templates for emails Predefined actions automatically performed on the occurance of specific events Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Store, manage and track all forms in a centralized location Search for specific words or phrases within a document or database Games or game-like elements to track progress and reward accomplishments Managing service requests, incidents, IT issues & support with a ticketing system Facilitates users voting on ideas that are presented so the most favorable ones can be highlighted and further pursued The creation, development, and sharing of potentially innovative new ideas Organize, prioritize, and manage incoming communications Track interaction history by documenting conversations for contacts Track and manage inventory levels to maintain proper supply Record and follow the progress of every issue Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Ability to chat online in real time Templated responses for responding quickly to recurring support requests Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Manage and support multiple languages Enable custom polls/voting to facilitate decision-making or increase engagement Arrange tasks based on the level of priority or urgency Copy on the page or chat window encouraging the user to engage with the chat option Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Plan and coordinate all the resources, costs and time needed to execute assignments Monitor the progress of projects from start to finish Monitor wait time and abandonment for incoming requests that have not been routed Ratings/Reviews Analyze and gain insights into data in real-time Engage in direct, instant messaging with customers, users, etc. Notifications that are delivered to users as soon as an event occurs Receive system updates as soon as any changes are made Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Plan daily routes to optimize employee scheduling and provide directions Set a time to generate routine reports automatically Search and filter data across systems to locate required information by entering keywords or certain criteria Online portal through which end users can access the system, manage tasks, or obtain information Set and monitor service level agreements to ensure timely response and resolution Allow users to access multiple services after entering their login credentials once Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access Track the status over time for a request, process, asset, or transaction Allow customers/users to submit support queries and service requests Track the status of support tickets/escalations as they move through the service queue Gauge satisfaction and receive information for improvement and success Attach digital tags to documents and assets for identification, search, or monitoring purposes Create, manage and track all task activities and progression Track the status and progress of tasks Sample files or documents that could be customized as needed or used as is Edit text as needed Set up connections to third-party platforms to improve business processes Track, manage, or resolve user requests and IT incidents/issues Seamlessly integrates with 3rd party websites An extended application or connector that enables users to perform additional services with their current set of tools Create, design and manage workflows for repetitive tasks Get Advice We can help you find the software with the features you need. Features 4.5 (21) 4.5 Based on 21 reviews ## Pricing Value for money 4.6 (21) Free Trial [View pricing plan details](https://www.capterra.com/p/170123/UseResponse/pricing/) Enterprise cloud - Complete Suite $199.00 Per User,Per Month It includes: - Features are not listed Enterprise Cloud - Feedback solution $124.00 Per User,Per Month It includes: - Features are not listed Enterprise Cloud - Knowledge Base $139.00 Per User,Per Month It includes: - Features are not listed Enterprise Cloud - Help Desk + Live Chat $149.00 Per User,Per Month It includes: - Features are not listed On Premise - Complete Suite $7,200 Per User,Per Year It includes: - Features are not listed On-Premise $4,800 Per User,Per Year It includes: - 100% Open Code - 50% for the Next Year - Hassle Free Updates Value for money 4.6 (21) 4.6 Based on 21 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Google Workspace](https://www.capterra.com/p/247901/Google-Workspace/)[ WhatsApp](https://www.capterra.com/p/180345/WhatsApp/)[ Jira](https://www.capterra.com/p/19319/JIRA/)[ WordPress](https://www.capterra.com/p/131687/WordPress/)[ HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/)[ Confluence](https://www.capterra.com/p/136446/Confluence/)[ Zapier](https://www.capterra.com/p/130182/Zapier/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.8 (36) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.8 (36) 4.8 Based on 36 reviews ## User reviews Overall rating 4.6 Based on 36 reviews Filter by rating 5(25) 4(9) 3(1) 2(0) 1(1) Mentioned topic Sorted by most recent AU Anonymous User Director Information Technology and Services ### "Took unauthorised payment from our card on file and refused to refund it" 1.0 Overall Rating 1.0 1.0 Ease of Use 2.0 2.0 Features 1.0 1.0 Customer Service 1.0 1.0 Likelihood to Recommend 0/10 June 26, 2023 We decided to leave partly through the lack of ability to store customer details and link tickets to them, but also through a few instances of dealing with their support team and finding them very unprofessional and almost vindictive. On one occasion we lost a lot of articles from our knowledge base because we deleted the user that wrote them. Useresponse charged us to get the articles back (which is bad enough), but then we found none of the images were brought back. We complained about this, so they said they would refund us, but on doing so also then deleted the articles they had brought back so we didn't get even half of our problem solved.When found another system to move to we then discovered Useresponse had taken an unauthorised payment from our lodged card. This was for a full years fees and was taken only 2 months after we had signed up for a years extension so still had 10 months left. The company refused to refund the payment.I would strongly warn anyone against using the system as the company doesn't work to their customers best interests. Pros Integrated with other systems we use and had a realtime dashboard. Cons No single view of customer, no agents knowledge base, extremely untrustworthy and unprofessional company Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Response from Vendor October 31, 2023 Thank you for taking the time to share your review with us. We are truly sorry to hear that you had a negative experience with our software. Your feedback regarding user deletion is highly valuable to us, and we have already implemented changes to improve our product. Regarding the subscription, our customers have the option to choose between monthly or annual billing, and our system charges the card accordingly. We appreciate your business and would be thrilled to have the opportunity to serve you again in the future. AU Anonymous User My best help desk application Government Administration ### "Ticket management at its peak" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 11, 2021 I've had a great experience with this application ever since I acquired it, although its a little expensive but has a lovely interface and very high capacity and flexibility in the collection of questions and feedback, all in realtime interaction. Pros What I love most is the seasoned support which is always timely and accurate. With this app,I have the capacity to interact with multiple clients at the same time ,all in real time. Its definitely worth its cost as It integrates easily with other softwares and social media app Cons It is a very costly app,I believe the price should be reviewed. Aside this, its a great tool in network monitoring so I still love this app. Switched from [UserVoice](https://www.capterra.com/p/135908/UserVoice/) it had realtime chat so I had to make a switch. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Response from Vendor October 12, 2021 Hi! Thank you very much for your time to leave a review of our UseResponse Software! We really appreciate it and always try to be customer-centric in providing customer support. We also try to base our product development decisions on customer insights. We totally understand your concerns regarding the price, but considering the features offered, the flexibility, the ability to create multiple portals with no extra cost, and comparing to the competitors with similar functionality set, we consider the price being reasonable at the moment. If looking into a complete suite, you can consider it's UserVoice, Zendesk and Intercom all in one. And again, thank you very much for being with us, we are very happy that our tool can be a helper in improving your customers communications. Pedro B. FreeLancer Marketing and Advertising ### "Your Customers Satisfied With Your Support, Service, Chat and Much More" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 August 13, 2021 My experience with the tool is very good, it has allied a lot of stress around here, therefore, I just complain about the amount we paid. But the tool itself is perfect and is being of good help. as I said, we can still integrate with other platforms. For example, Facebook messenger, among others. We were able to resolve things via live chat. It has been good, and the relationship with customers has improved and the personalized and more agile service has been improved. Pros A great working tool this, it worked right on my system. Perfect support agents, always accurate, we are no complaints or anything like that thanks to support. I like this tool, but it's a shame that we only had 14 free days, but we were able to use the entire structure of the tool. This tool allows me to have more interactions with the customer, multiple customers at the same time. It's good because it integrates with a lot of other software we use. Cons Look, I don't usually complain about the tools I use, as always, I'll continue without a negative review, however, a caveat. Just for the price, as I think the plans are a little high, and that's it. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor August 17, 2021 Dear Pedro, Thank you very much for taking your time to leave the review, we really appreciate and value every piece of customer feedback! Yes, you are right, we offer 14-day free trial including all the features to evaluate the system. However, if anyone needs some more time for testing the system, we extend the trial per request. This is always negotiable. Considering the set of features offered by our tool we consider pricing to be fair, however it may be of better value for large companies compared to small businesses. We are always happy to assist you in setting up and using the system, and hope that it can bring good value to your company! Best, UseResponse Team AP Andreea P. owner Accounting ### "Use Response " 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 August 1, 2021 Pros UseResponse helps in every step. The software has several parts that can be switched on and off. The company tries to meet customer needs. The response time is second to none, so their customer support always works. The software is very flexible without leaving the standard. Even if they implemented many changes based on customer feedback, UseResponse will make sure it is updatable. We've been working for more than a year and I cannot think of another better partner. It is not the case for such things as Cons The mobile view can be good for most cases, however it could lead to problems in the future. There are many ways that it can be improved. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Response from Vendor August 3, 2021 Dear Andreea! Thank you very much for taking your time to review UseResponse. We greatly appreciate your feedback! We are currently working on updating the interface, the new 7th release is planned for this month, and we also realize that the mobile version also needs improvement. We always try to listen to the voice of our customers and would be happy to hear your suggestions on improving the mobile version in our Feedback Community section. JO Jeremy O. Director of Technology Media Production ### "A solid product for a good price" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 May 24, 2021 UseResponse is a real solid product. You can customize the look and feel, integration with other applications, and authenticate via SAML. We needed an easy way to track users' desires and UseResponse squarely addresses those needs. Pros UseReponse comes with a lot of features out of the box. The main reason we adopted UseResponse was to "crowd source" our development roadmap. By using UR, our user can tell us what they was in our products, and based on the number of votes, we can determine priorities. Additionally, there are many great add-ons and integrations available. Cons Sometimes navigating through the interface can be slow. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Response from Vendor May 28, 2021 Thank you very much for your review! We constantly work on improving UseResponse and adding new features based on the customers requests too. Hope UseResponse can help your company generate lots of great ideas to implement! ME Michaela E. Knowledge Base Manager Information Technology and Services ### "Great product, Great support & consulting" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 March 5, 2021 On the whole, the software convinces with an incredibly great and simple usability, it is well thought-out and logically structured, and the team behind it is extremely competent and fast in support and small individual development projects. Larger individual requirements can be solved professionally through support or and cost-effectively consulting. Pros We first used Idea Management in the beginning, and later built up our Knowledge Base. We use the knowledge base for both internal and external user groups. The structure of the rights management is simple and flexible, as well as the possibility to form different communities, to distribute knowledge base articles to specific target groups and to manage information. In addition, we use the ticket system as internal workload management and can thus transparently share and manage all tasks. Cons Nothing worth mentioning, and it seems bug free too. Reasons for choosing UseResponse Use Response achieved by far the best cost-benefit ratio for us in our own evaluation process, and was immediately chosen as the favorite by the users directly affected (because of the intuitive and simple user interface and the good search function). Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. LS Lennert S. ICT Senior Specialist Information Technology and Services ### "Easy to use, highly customizable and a customer support that is second to none" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 March 3, 2021 We are using the feedback software of UseResponse to create a platform for our customers to give direct feedback. We didn´t have something like this in our company before and we are very happy that we´ve found such a great tool and partner to work with. Pros UseResponse takes care of integration and helps in every step. The software contains several product-parts that can be switched on and off as needed. This company is highly customer-centric and tries to always meet customer needs. Their customer support is always available and has a response time that is second to none. The software is highly customizable without leaving the standard. UseResponse makes sure that they keep it updatable, even if they implemented many changes due to customer wishes. We are working together for 2+ years and I can not think of a better partner. Cons The mobile view and the responsivness of some of the product-parts works good for most cases but could be aproved in the feature. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AU Anonymous User Manager Information Technology and Services ### "Best customer support I can imagine" 5.0 Overall Rating 5.0 5.0 Ease of Use 3.0 3.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 27, 2019 Pros It works great and is flexible for collecting feedback, ideas, and questions in real time and asynchronously. Cons Sometimes the admin console can be a bit difficult to navigate, but all of the features are there, somewhere. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. JJ Jessica J. Director of Operations Computer Software ### "Great Product" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 26, 2019 Pros This software is very easy to use and the price is very affordable. You can customize it to meet your needs. The support team is always there to help you through every step of the process and they are quick to respond. We needed some customization's that they didn't have and they quickly created integrations and the necessary changes on the back end to help us meet our product goals. Cons Honestly, I have not found anything that I do not like about this software. Rather, I am finding new things each time that work so much better than what we used previously. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. JM Jiri M. CEO Program Development ### "Multi.function support/help desk service" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 December 12, 2018 Only positive experience. UseResponse is on of tools that works perfectly for our use-case and I may only recommend it. Pros Very nice complex software that cover almost all needs our team has. Support email ticketing system and help desk software for collecting ideas and public support. Together with self-hosting system with possible CSS customization, ideal tool. Because of self-hosting solution, we from time to time face minor issues with functionality, fortunately support of UseResponse team is excellent and issues are almost instantly solved. Cons No cons at all. Pricing is average in softwares of this category. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/170123/UseResponse/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider's website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/)