Best For

Best for any type of business like banks, universities, telecom operators, mobile operators, ios and android market sellers. Used mostly by business owners, support managers and marketing agents.

Product Details

A powerful help desk ticketing system. Pricing starts at $15/month. Could be used as a self-hosted solution installed on your server or Cloud option, UseResponse can be embedded and deployed easily.

Contact Details

UseResponse

http://www.useresponse.com

Founded in 2011

Located in United States

Starting Price

  • $15.00

Free Trial

  • Yes

Platform

  • Installed - Mac
  • Cloud, SaaS, Web
  • Installed - Windows
  • Mobile - iOS Native
  • Mobile - Android Native

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

Support

  • Business Hours
  • Online

UseResponse Features

Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Case Management
Complaint Classification
Corrective Actions (CAPA)
Customer Complaint Tracking
Feedback Management
Forms Management
Issue Tracking
Quality Assurance Management
Routing
Self Service Portal
Social Media Monitoring
Survey Management
Activity/News Feed
Collaboration
Idea Ranking
Ideation
Mind Map
Status Tracking
Workflow Management
Cataloging/Categorization
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal

UseResponse Reviews

Overall
4.5/5
Ease of Use
5/5
Customer Service
5/5

Showing Most Helpful

Showing 29 of 29 reviews

Showing Most Helpful

Showing 29 of 29 reviews

Sort by:

Filter By:

Rating
Company Size
Reviewer's Role
Length of Use
Frequency of Use
Michael S.
Director Of Development
Unspecified
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
November 10, 2017

“Powerful, easy to use,fantastic customer support”

Overall1) I can provide managed customer/ticket support 2) I can easily integrate new custom support team members into the process 3) I can teach users about my site interactive to my support system 4) I can provide a 'Feature Request' system that I can use to not only assess user needs/desires but also keep them in the loop about status of those requests.
ProsRight now my favorite feature is the 'inline' FAQ whereby I can add a 'What's This?' icon anywhere on my site which then pops up the UseResponse widget with an FAQ related to the user's current asset. This is fully integrated to the support system allowing me to both inform users of features interactively and allow for extended/related answers and even customer support. I tested a number of popular/leading competing services and found UseResponse to be the most comprehensive and easy to use of all of them and the price is decidedly right. For me the final deciding factor was that a company that creates customer support software in fact provides superior customer support too. I was able to learn about and set up all the features I needed with direct and caring support. I don't often 'gush' about software (actually usually I gripe :) ) but UseResponse IMHO deserves it.
ConsSo far not much. The only feature I'd love to include is the ability for FAQ/Articles to link to other articles inside the widget. Right now you are limited to either the sidebar of related articles (which keeps you in the widget) or adding a hyperlink to an artcile which opens a new browser window. I"m told they are working on that too though so that would leave me with nothing to complain about.
Reviewer Source 
Source: Capterra
November 10, 2017
Loveday A.
Project Manager
Information Technology and Services, 1-10 employees
Used the software for: Less than 6 months
Overall Rating
4/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
March 24, 2017

“UseResponse: an All-in-One Solution for your Help Desk and Support Suite.”

OverallUseResponse has proved to be one of the Best decisions we undertook. We were looking for an All-in-One Solution to enable us to manage Our Customer Support Solutions, and UseResponse turned out simply great. We used the Trial version, and got Our Team to test every aspect of the system, and were very happy with the outcome and Information gathered were thoroughly analysed and formed part of Our decision to upgrade. The System interface is highly customisable to Our needs, and it's easier for Our Team to use Its Self-Service Community integration to Gather ideas, Topic Voting, aggregate Problems, Questions, provide support with this great customer feedback software, help desk ticketing system packed in one simple solution. Digging deeper, we utilised the Help Desk Analytics Tools (HDAT) to measure Support Agents Performance. One other great feature is the Intelligent Ticket Processing (ITP) and the ease with which All requests aggregated in one inbox from different support channels. I will highly recommend anyone whose Business is looking for a seamless Combination of Help Desk + Multilingual Knowledge Base Features and API integration and Mobile ready (IOS and Android integration). Throughout the integration Process, the UseResponse Team were of immense support. Their Customer Support Team is great. UseResponse is Value for money.
Pros Unique feedback system Social Integration Content analysing Multi lingual knowledge bases Unified Agents interface for all platforms Fast customer support and problem-solving Unique feedback system Ticket merge Restful API, IOS, Android integration Several Feedback sources: community portal, embedded widget Ease of Installation
Recommendations to other buyersThis System is best for any organisation that wants to know their Customers very well, understand their opinions about their Products and Services. UseResponse is Value for money.
Source: Capterra
March 24, 2017
Verified Reviewer
CEO
Program Development, 1-10 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
4/5
Customer Service
5/5
Features
5/5
Value for Money
4/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
December 12, 2018

“Multi.function support/help desk service”

OverallOnly positive experience. UseResponse is on of tools that works perfectly for our use-case and I may only recommend it.
ProsVery 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.
ConsNo cons at all. Pricing is average in softwares of this category.
Reviewer Source 
Source: Capterra
December 12, 2018
Richard S.
Head of Product Management
Computer Software, 501-1000 employees
Used the software for: 2+ years
Overall Rating
4/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
November 27, 2018

“UseResponse Review”

OverallCustomer community visibility of ideas and issues is the key problem we solved. Previously these were all dealt with, but were invisible to customer, leading to dissatification
ProsEasy to set up Easy for end-users Configurable and extendable and functionality growing all the time Great support Value for money compared to competitors if off the chart On premises option was vital for us .. not sure if this is still available?
ConsNotification features would be nice.. but sure these will be added in time.. Happy to stick with it until they don.
Reviewer Source 
Source: Capterra
November 27, 2018
Natraj K.
CEO
Computer Software, 1-10 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
July 12, 2018

“3 Years experience was great! Quick email responses and Great Documentation”

ProsSimple UI with great functionality, lot of documentation and support is fantastic. Simple to implement and immediate email support.
ConsEmail functionalities and integrations like Zendesk is missing. As you improve on these, it would be great.
Reviewer Source 
Source: Capterra
July 12, 2018
Carlos S.
IT Service Manager
Financial Services, 5001-10,000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
July 12, 2018

“Easy to configure and user love it.”

OverallAble to single out this software for one Development and User group.
ProsThe interface is very easy to navigate and understand plus the email integration with POP3 is very useful.
ConsThe only issue we had was around the time it took to set a ticket to complete however it seems since the latest upgrade to 4.9 the issue is no longer there.
Reviewer Source 
Source: Capterra
July 12, 2018
Joel A.
owner
Computer Software, 11-50 employees
Used the software for: 2+ years
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
November 27, 2018

“Quality product w/regular updates”

ProsThey've been very helpful when problems arise.
ConsWas a little difficult to customize the theme.
Reviewer Source 
Source: Capterra
November 27, 2018
Ahlan O.
BIOVELA GROUP manager
Unspecified
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Source: Capterra
February 8, 2016

“Our company requests are satisfied.”

Overall Our company have been choosing among the set of proposed service programs appropriate one for a long time. As the main task we set - the ability to reduce the burden on customer support department ,to arrange a convenient system of reporting and evaluation of the support department. In recent years, increased load and fulfilling of all incoming requests was very challenging for us. Selection was carried out by voting, to were choosing from 4 varients put forward. UseResponse received the most votes, especially I want to mention an open source version of Sehf-Hosted- you can adjust the program as you wish. We did` nt need some standard blocks, so we simply removed them from the program, the convenience of withdrawal of a report on agents saved the time for their evaluation,ofcourse the knowledge base could be better (regarding registration), but overall satisfied, we want to note also the speed of the employees, we have received a very quick response to our request for setting up tickets. In general, the cost is very cheap for such a functional product ,in the future we plan to use all the facilities of UseResponse. Special thanks to manager Alex Igrevich for patience.
Source: Capterra
February 8, 2016
Jessica J.
Director of Operations
Computer Software, 11-50 employees
Used the software for: Less than 6 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
April 26, 2019

“Great Product”

ProsThis 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.
ConsHonestly, 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.
Reviewer Source 
Source: Capterra
April 26, 2019
Verified Reviewer
Information Technology and Services, 1001-5000 employees
Used the software for: 1-2 years
Overall Rating
5/5
Ease of Use
3/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Reviewer Source 
Source: Capterra
May 27, 2019

“Best customer support I can imagine”

ProsIt works great and is flexible for collecting feedback, ideas, and questions in real time and asynchronously.
ConsSometimes the admin console can be a bit difficult to navigate, but all of the features are there, somewhere.
Reviewer Source 
Source: Capterra
May 27, 2019
Dmitry M.
Co-founder
Computer Software, 1-10 employees
Used the software for: 6-12 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
10/10
Source: Capterra
July 18, 2017

“Great tool that helps us product ideas management ”

ProsIts helps us organizing ideas collecting for number of our products and does it very well. Subscriptions for the topics are cool and generally the structure is very flexible. Extremely quick and helpful support.
ConsIt is complex system, a lot of features for different directions of use added. Sometimes it get complicated to find the required option quick.
Source: Capterra
July 18, 2017
Brian S.
Product Owner
Shipbuilding, 51-200 employees
Used the software for: 6-12 months
Overall Rating
4/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
November 27, 2018

“Useresponse as a tool for our company's Wishlist”

ProsThe people and support behind the company! It's a good mature feature set and was fairly straight-forward to setup. They customized our Wishlist as an enterprise solution and we were impressed with the results.
ConsSome functionality we wanted that wasn't available, has been delayed.
Reviewer Source 
Source: Capterra
November 27, 2018
Kris B.
Mag.auto
Unspecified
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Source: Capterra
February 9, 2016

“Very powerful service, a lot of useful options, very simple interface.”

Overall For a long time our company needed the service, which will facilitate customer service and make it better, frankly speaking- the price of Self-Hosted and its addons attracted us at ones. We`ve registered the trial version, but almost immediately we faced the problem - "How to get started?" "What to do first?"Then we`ve received an e-mail (delivery) where I was politely offered assistance in service development, courteous manager Alex held a master class on Skype, explaining how to set up and implement a service program .After using trial version for 2 months our team agreed to use UseResponse continuously and fell in love with this development
Source: Capterra
February 9, 2016
Vishal J.
CEO
Unspecified
Used the software for: Unspecified
Overall Rating
3/5
Ease of Use
5/5
Customer Service
2/5
Source: Capterra
February 2, 2016

“your article, faq formating sucks”

OverallWe are considering leaving your service as your base design is pretty old style looking. You should consider modernizing it. Check out how Square space Knowledge base looks, we would like something which looks as mdoern as that https://support.squarespace.com/hc/en-us/categories/200352188-Knowledge-Base And the FAQ page should be modern like https://www.qapital.com/faq you can check how old looking http://withjoy.useresponse.com looks which is why we are likely to leave the service even though we have paid for it.

Vendor Response

By UseResponse on February 2, 2016
Hello Vishal, In order to supply with good service, we are ready to assist you in integration of the system with website + customizing the look and feel of articles and knowledge base to your requirements. As system is very flexible, we try to utilize the common way of providing support in package, but not everyone would be amazed with features we have and UI we provide. Let us know if you can consider using our service, if we are to provide better UI for your needs in order for you to change your mind in regards to this review. Hope you would give us a chance to make product better and change your opinion here.
Source: Capterra
February 2, 2016
Kapil M.
Managing Director
Unspecified
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Source: Capterra
August 17, 2015

“An exceptional feedback / ticketing solution”

Overall(1) Host the solution on your server or use the cloud option (2) Easily configurable to suit your needs (3) Exceptional support and service by the UseResponse Team using their own tool (4) Continuously improving the product with the feedback gained (5) Easy to build a community, get ideas from this community, along with problems faced & accolades. (6) Integrate your Knowledge base & FAQ with the Ticketing solution In 2 words -"Simply Exceptional' Check it out on www.truedata.in/feedback
Source: Capterra
August 17, 2015
Remco v.
Unspecified
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Source: Capterra
February 1, 2017

“UseResponse - A masterpiece”

OverallWe have been using UseResponse for about 6 months now, to act as a support portal for our own monitoring software. We have only been getting positive feedback from our customers about the documentation and live chat features. Their support is also a big plus, they usually reply within 5 minutes and are always there to help! 10/10 Software, I highly recommend it!
Source: Capterra
February 1, 2017
Matt W.
Integration Architect
Unspecified
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Source: Capterra
March 3, 2016

“UseResponse Community a great option”

OverallUseResponse is great to work with. Support is provided quickly and succinctly. The product is so flexible that nearly anything you want to do can be done. Either in house with the proper resources or for a very reasonable price by UseResponse themselves. Timely and important improvements on a nearly monthly basis with more and more improvements always being added and considered.
Source: Capterra
March 3, 2016
Calvin W.
Product Manager
Information Technology and Services, 1001-5000 employees
Used the software for: Less than 6 months
Overall Rating
4/5
Ease of Use
5/5
Customer Service
5/5
Features
4/5
Value for Money
5/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
November 27, 2018

“THUMBS UP - Flexible and easy solution”

OverallVery possitive. As said flexible and easy solution, and amazing CS.
ProsThe solution is really flexible to setup for my specific purpose. For the user it clean and manageable to do acess and discuss topics. And the Customer support - INCREADIBLE: fast response and helpfull to set-up functions that are not basis.
ConsIf I could set-up additional functions myself, then i could leave support some peace :P
Reviewer Source 
Source: Capterra
November 27, 2018
Verified Reviewer
Computer Software, 51-200 employees
Used the software for: Less than 6 months
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Features
5/5
Value for Money
5/5
Likelihood to Recommend
8/10
Reviewer Source 
Source: Capterra
July 12, 2018

“Compares to competing products at competitive price point.”

ProsWe switched to their feedback forum tools from another product. UseRepsonse offers similar features for a much better price. Migration, setup, and customization are simple and straightforward. Staff is extremely responsive with support.
ConsWhile we have largely been please with the feedback forum capabilities, more granularity in things like feedback type and individual forum access would be great.
Reviewer Source 
Source: Capterra
July 12, 2018
John L.
Unspecified
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Source: Capterra
February 19, 2016

“Very helpful for my business”

OverallI'm using this solution only as a ticketing system, but I'm thinking to use more of it. I have a lot of e-mails and requests coming from my customers and it was very difficult for me to organize all of them. UseResponse helps me to organize tickets effectively and with a small amount of time. Moreover, service usability is decently easy. Keep on going that way guys!
Source: Capterra
February 19, 2016
Marco G.
Unspecified
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Source: Capterra
November 19, 2015

“Fantastic service, excellent customer support”

OverallUseResponse is simply awesome. I set it up literally in ten minutes and their customer support immediately helped me in tuning up the configuration as soon as I got in touch with them. They replied to me basically 24/7, no matter whether I was based in Europe or in the U.S., they always replied in less than a hour. Totally satisfied!
Source: Capterra
November 19, 2015
Henrik J.
Manager
Unspecified
Used the software for: Unspecified
Overall Rating
4/5
Ease of Use
4/5
Customer Service
5/5
Source: Capterra
June 10, 2016

“Amazing support ”

OverallWe choose UseResponse as it could be deployed in our internal network. The installation is smooth and the product is easy to use. But what really stands out is the support. Fast and very customer oriented. This is one of the best support channels I have ever used.
Source: Capterra
June 10, 2016
Alex K.
Avalon
Unspecified
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Source: Capterra
February 5, 2016

“5* helpdesk, 5*support service, 5+ community”

OverallThanks to the team UseResponse, our company uses the service as a community that would serve our customers and bring them together in one system, it is very convenient, we purchased a self hosted version, because we have a large (more than 20 people) support department
Source: Capterra
February 5, 2016
Danila A.
Internet Administrator
Unspecified
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Source: Capterra
January 26, 2016

“Very good product with a good functionality and a nice view”

OverallI've been using this product for about 2 month and so far i'm very satisfited with it. It fullfils my needs and costs only 10 bucks a month. Really helps to communicate with my visitors to create a better car repair service.
Source: Capterra
January 26, 2016
Geo L.
Business Intelligence Operations Manager
Unspecified
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Source: Capterra
July 30, 2015

“Excellent Product & excellent service”

OverallUseResponse has been the selected product for our self serve support forum concept. They have delivered with great quality & service, and not to mention with great agility. It is also very cost competitive compared to other vendors.
Source: Capterra
July 30, 2015
Nicolas C.
IT Project Manager
Unspecified
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Source: Capterra
September 4, 2015

“Expert software”

OverallWe try the software 5 minutes and we knew that we should buy it right away ! Very complete, easy to use and feature complete. I recommand this software to every support department.
Source: Capterra
September 4, 2015
Jens H.
Teamleader Development and IT
Unspecified
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Source: Capterra
July 27, 2015

“Excellent Software and very good Support!”

OverallWe have been looking for a solution, but wanted the application to host locally themselves. Useresponse was then the brilliant solution! Good design, scalable, perfect! Many Thanks!
Source: Capterra
July 27, 2015
P G.
System Developer
Unspecified
Used the software for: Unspecified
Overall Rating
4/5
Ease of Use
4/5
Customer Service
5/5
Source: Capterra
February 2, 2016

“Product is as advertised and is a great utility for product innovation.”

OverallThis tool has greatly helped our business with managing enhancement requests and suggestions , as well as feedback from clients.
Source: Capterra
February 2, 2016
rolo l.
Unspecified
Used the software for: Unspecified
Overall Rating
5/5
Ease of Use
5/5
Customer Service
5/5
Source: Capterra
August 28, 2015

“Best HelpDesk app...(and I have tried many!)”

OverallAnd very happy with their support too...they solve all my problems the same day!
Source: Capterra
August 28, 2015