# UseResponse Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is UseResponse the right Help Desk solution for you? Explore 36 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/170123/UseResponse/reviews --- UseResponse 4.6 (36) 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 UseResponse Ease of use 4.7 Customer Service 4.8 ## Pros and Cons in Reviews Oa Olanrewaju a My best help desk application Government Administration, 501 - 1,000 employeesUsed the software for: More than 2 years. “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.“ October 11, 2021 Oa Olanrewaju a My best help desk application Government Administration, 501 - 1,000 employeesUsed the software for: More than 2 years. “It is a very costly app,I believe the price should be reviewed.“ October 11, 2021 Pedro B FreeLancerMarketing and Advertising, 2 - 10 employeesUsed the software for: 6-12 months. “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.“ August 13, 2021 JO Jeremy O Director of TechnologyMedia Production, 201 - 500 employeesUsed the software for: 6-12 months. “Additionally, there are many great add-ons and integrations available.“ May 24, 2021 ## Showing most helpful reviews Showing 1-25 of 36 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Pedro B. FreeLancer Marketing and Advertising Used the software for: 6-12 months ### "Your Customers Satisfied With Your Support, Service, Chat and Much More" August 13, 2021 4.0 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 Response from UseResponse 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 VR Verified Reviewer My best help desk application Government Administration Used the software for: 2+ years ### "Ticket management at its peak" October 11, 2021 5.0 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 Response from UseResponse 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. VR Verified Reviewer Director Information Technology and Services Used the software for: 1-2 years ### "Took unauthorised payment from our card on file and refused to refund it" June 26, 2023 1.0 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 Response from UseResponse 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. ME Michaela E. Knowledge Base Manager Information Technology and Services Used the software for: 2+ years ### "Great product, Great support & consulting" March 5, 2021 5.0 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. Reason 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 LS Lennert S. ICT Senior Specialist Information Technology and Services Used the software for: 2+ years ### "Easy to use, highly customizable and a customer support that is second to none" March 3, 2021 5.0 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 MS Michael S. Director Of Development Used the software for: 1-2 years ### "Powerful, easy to use,fantastic customer support" November 10, 2017 5.0 1) 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. Pros Right 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. Cons So 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. Review Source JO Jeremy O. Director of Technology Media Production Used the software for: 6-12 months ### "A solid product for a good price" May 24, 2021 4.0 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 Response from UseResponse 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! LA Loveday A. Project Manager Information Technology and Services Used the software for: Less than 6 months ### "UseResponse: an All-in-One Solution for your Help Desk and Support Suite." March 24, 2017 4.0 UseResponse 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 Review Source AP Andreea P. owner Accounting Used the software for: Less than 6 months ### "Use Response " August 1, 2021 5.0 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 Response from UseResponse 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. VR Verified Reviewer Development Strategy Coordinator Computer Software Used the software for: Less than 6 months ### "Compares to competing products at competitive price point." July 12, 2018 5.0 Pros We 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. Cons While we have largely been please with the feedback forum capabilities, more granularity in things like feedback type and individual forum access would be great. Review Source GL Geo L. Business Intelligence Operations Manager Used the software for: ### "Excellent Product & excellent service" July 30, 2015 5.0 UseResponse 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. Review Source JH Jens H. Teamleader Development and IT Used the software for: ### "Excellent Software and very good Support!" July 27, 2015 5.0 We 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! Review Source JM Jiří M. CEO Program Development Used the software for: 2+ years ### "Multi.function support/help desk service" December 12, 2018 4.0 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 RS Richard S. Head of Product Management Computer Software Used the software for: 2+ years ### "UseResponse Review" November 27, 2018 4.0 Customer 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 Pros Easy 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? Cons Notification features would be nice.. but sure these will be added in time.. Happy to stick with it until they don. Review Source NK Natraj K. CEO Computer Software Used the software for: 2+ years ### "3 Years experience was great! Quick email responses and Great Documentation" July 12, 2018 5.0 Pros Simple UI with great functionality, lot of documentation and support is fantastic. Simple to implement and immediate email support. Cons Email functionalities and integrations like Zendesk is missing. As you improve on these, it would be great. Review Source CS Carlos S. IT Service Manager Financial Services Used the software for: 1-2 years ### "Easy to configure and user love it." July 12, 2018 5.0 Able to single out this software for one Development and User group. Pros The interface is very easy to navigate and understand plus the email integration with POP3 is very useful. Cons The 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. Review Source JJ Jessica J. Director of Operations Computer Software Used the software for: Less than 6 months ### "Great Product" April 26, 2019 5.0 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 JA Joel A. owner Computer Software Used the software for: 2+ years ### "Quality product w/regular updates" November 27, 2018 5.0 Pros They've been very helpful when problems arise. Cons Was a little difficult to customize the theme. Review Source AO Ahlan O. BIOVELA GROUP manager Used the software for: ### "Our company requests are satisfied." February 8, 2016 5.0 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. Review Source VJ Vishal J. CEO Used the software for: ### "your article, faq formating sucks" February 2, 2016 3.0 We 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. Review Source Response from UseResponse 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. DM Dmitry M. Co-founder Computer Software Used the software for: 6-12 months ### "Great tool that helps us product ideas management " July 18, 2017 5.0 Pros Its 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. Cons It is complex system, a lot of features for different directions of use added. Sometimes it get complicated to find the required option quick. Review Source VR Verified Reviewer Manager Information Technology and Services Used the software for: 1-2 years ### "Best customer support I can imagine" May 27, 2019 5.0 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 KB Kris B. Mag.auto Used the software for: ### "Very powerful service, a lot of useful options, very simple interface." February 9, 2016 5.0 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 Review Source BS Brian S. Product Owner Shipbuilding Used the software for: 6-12 months ### "Useresponse as a tool for our company's Wishlist" November 28, 2018 4.0 Pros The 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. Cons Some functionality we wanted that wasn't available, has been delayed. Review Source KM Kapil M. Managing Director Used the software for: ### "An exceptional feedback / ticketing solution" August 17, 2015 5.0 (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 Review Source Similar Products Featured