UseResponse vs Znuny
UseResponse
useresponse.com
Znuny
znuny.orgSide by side
| Figure | UseResponse | Znuny |
|---|---|---|
| Price from | $49/mo | $374.92/mo |
| Free plan | — | Yes |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| Linux | — | Yes |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Self-hosted | Yes | Yes |
| Plans published | 2 | 7 |
| Spec score · Help desk software | 8.6 (#24) | 9.1 (#7) |
| API access | Yes | Yes |
| Deployment | UseResponse offers cloud and self-hosted/on-premise deployment, and the on-premise package is installed on the customer’s server. | Znuny can be run on premise, on the customer's server or cloud provider, or through Znuny's managed hosting. |
| Free plan | No | Yes |
| Headquarters | 16192 Coastal Highway, Lewes, DE 19958, USA | Berlin, Germany |
| Help center | Yes | Yes |
| Integrations | Listed integrations include Jira, Confluence, Slack, Salesforce, HubSpot, Zapier, Azure DevOps, Zoho CRM, Google Play Store, and Apple App Store. | The product supports integrations with CRM systems, catalogues, databases, and external systems through add-ons and web services. |
| Security | The company says it uses encryption protocols, access controls, and regular security audits, and cites GDPR and CCPA compliance. | Znuny provides granular permission controls, and its release downloads include SHA-256 checksums and PGP signatures for verification. |
| Shared inbox | Yes | Yes |
| SLA management | Yes | Yes |
| Support | The support center offers documentation and a knowledge base, and says users can submit a ticket for assistance. | Support contracts cover configuration, installation, updates, troubleshooting, performance tuning, backup, and recovery, with defined service levels and response times. |
| Ticket automation | Yes | Yes |
Plans
UseResponse
- Enterprise Cloud Support Suite$49 a month
- On Premise Support Solution$120 a month
Znuny
- Znuny (open-source software)Free
- Silver Hosting$799 a month
- Gold Hosting$1,419 a month
- Platinum Hosting$3,169 a month
- Silver Support$4,499 a year
- Gold Support$9,999 a year
- Platinum Support$28,999 a year
In their own words
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.
Znuny
Znuny is an open-source ITSM and helpdesk platform for service management, IT, and customer support. It brings portal, email, phone with CTI, REST and SOAP web services, and monitoring tools into ticket workflows. Automation can route and classify tickets, escalate them, send notifications, manage states, and run multi-step business processes. Knowledge management and a self-service portal help customers find answers. Teams can adapt the system with dynamic fields, modular components, more than 2,000 configuration options, and access to the source code. It integrates with CRM systems, catalogues, databases, and other external systems through add-ons and web services. Deployment options include on premise, a customer server or cloud provider, and Znuny-managed hosting. The software is free to use; paid hosting and support are also offered. Hosting plans start at $799 a month, billed annually, and support plans start at $4,499 a year. Znuny is based in Berlin and was founded in 2013.