Freshdesk vs UseResponse
Freshdesk
freshworks.comUseResponse
useresponse.comSide by side
| Figure | Freshdesk | UseResponse |
|---|---|---|
| Price from | $19/mo | $49/mo |
| Free plan | Yes | — |
| Free trial | — | Yes |
| Open source | — | — |
| Web | — | Yes |
| iOS | — | Yes |
| Android | — | Yes |
| API | Yes | Yes |
| Self-hosted | — | Yes |
| Plans published | 4 | 2 |
| Spec score · Help desk software | 9.1 (#6) | 8.6 (#24) |
| API access | Yes | Yes |
| Free plan | No | No |
| Headquarters | San Mateo, California, United States | 16192 Coastal Highway, Lewes, DE 19958, USA |
| Help center | Yes | Yes |
| Third-party integrations | Connector app tasks automate workflows between Freshdesk and third-party integrations. | Listed integrations include Jira, Confluence, Slack, Salesforce, HubSpot, Zapier, Azure DevOps, Zoho CRM, Google Play Store, and Apple App Store. |
| Shared inbox | Plans include a shared inbox for support-team collaboration. | Yes |
| SLA management | Pro and Enterprise include multiple SLA policies. | Yes |
| Ticket automation | Automations support repetitive tasks, follow-ups, and escalations. | Yes |
Plans
UseResponse
- Enterprise Cloud Support Suite$49 a month
- On Premise Support Solution$120 a month
In their own words
Freshdesk
Freshdesk is customer service software for organizing support requests across email, web forms, chat, social networks, and messaging channels. Its shared inbox brings conversations together, while ticket automation, case management, SLA management, and workflow actions support service teams. Customers can use a help center and portal, and service analytics can be customized. Freshdesk supports multiple languages, and Freddy AI Copilot translates conversations and replies in 60+ languages. Teams can set role-based permissions; the Enterprise plan adds audit logs, allowed domains, and IP whitelisting. Authentication includes SAML single sign-on and JWT, with API access available. The Free program covers 1–2 agents for six months. Paid plans start at $19 per agent per month, billed annually, and a 14-day trial is offered. The first 500 Freddy AI Agent sessions are included; additional sessions cost $49 per 100.
UseResponse
UseResponse brings customer feedback, help desk, knowledge base, and live chat into one customer service suite. Its support covers more than 10 channels, including email, social media, live chat, community forums, and messengers. The help desk includes a shared inbox, queues, canned responses, macros, ticket automation, a help center, and a Kanban view. Feedback boards can be public or private, allow anonymous ideas and votes, and use custom workflows and voting limits. Listed integrations include Jira, Confluence, Slack, Salesforce, HubSpot, Zapier, Azure DevOps, Zoho CRM, Google Play Store, and Apple App Store. Live chat can connect with messaging services including WhatsApp, Telegram, Facebook Messenger, and Instagram. A RESTful API supports custom integrations and app development. Deployment options are cloud or self-hosted/on-premise, with the latter installed on the customer’s server. The Enterprise Cloud Support Suite costs $49 a month, billed per agent per month. The On Premise Support Solution costs $120 a month, billed per agent per month and paid annually, with a five-agent minimum. A 14-day trial is available; no free plan is listed.