--- title: UseResponse Reviews meta_title: 'UseResponse Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 22 reviews by the users' company size, role or industry to find out how UseResponse works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 22 scale: '5' date_modified: '2026-07-07' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # UseResponse Reviews **Vendor:** UseResponse **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.5/5.0 **Total Reviews:** 22 ## About UseResponse UseResponse is a powerful Customer Support & Feedback Suite that combines the functionality of Omni-channel Support Ticketing Center, Feedback Community Forum, Live Chat , and Knowledge Base. UseResponse helps companies to improve customer support by introducing better customer self-service with the help of smart automation, chatbots, public communities, and embeddable knowledge base functionality. The system is highly customizable and can be used as SaaS & Self-Hosted solution with 100 % open code. ## UseResponse Reviews ### 1. Took an unauthorised payment from our stored card details and refused to refund **Rating:** 0.0/5.0 stars **Reviewed by:** Phil N. | Managing Director, Small-Business (50 or fewer emp.) **Reviewed Date:** June 26, 2023 **What do you like best about UseResponse?** Integrates with Telegram and the conversation dashboard updates in realtime. **What do you dislike about UseResponse?** We initially decided to leave as it doesn't store a view of the customer with any information to help support agents. Each coversation is essentally just separate. When we were leaving we noticed an unauothrised payment had been taken from the card details we had lodged for the recurring billing. 2 moths after extending our contract for a year, a further years subscription payment was taken. The company claimed we had updated manully (not believable when we had 10 months subscription remaining) and refused to refund it. **What problems is UseResponse solving and how is that benefiting you?** It was to bring all of our customer conversations into a ticketing dashboard,. **Official Response from Stas Kuzma:** > 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 customer interaction history 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. ### 2. Easy to use, highly customizable and a customer support that is second to none **Rating:** 5.0/5.0 stars **Reviewed by:** Lennert S. | ICT Senior Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** March 03, 2021 **What do you like best about UseResponse?** 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. **What do you dislike about UseResponse?** The mobile view and the responsivness of some of the product-parts works good for most cases but could be aproved in the future. **Recommendations to others considering UseResponse:** Get the free trial, fall in love with the product and dont hazitate to ask user support - they will help you at any time. **What problems is UseResponse solving and how is that benefiting you?** 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. ### 3. Great Software and Great Team behind **Rating:** 4.5/5.0 stars **Reviewed by:** Michaela E. | Knowledge Base Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 10, 2021 **What do you like best about UseResponse?** modular structure, easy to use & great usability, dedicated team (friendly, competent, fast) **What do you dislike about UseResponse?** everything is fine. no bugs yet. nothing to mention. **Recommendations to others considering UseResponse:** try the demo version, and check out the enterprise solution. **What problems is UseResponse solving and how is that benefiting you?** We carried out a harmonization of the IT systems and consolidated the various knowledge databases. We can now distribute content to our target groups (internal and external) in a targeted manner and manage it completely, thus working more efficiently in our global team. ### 4. UseResponse **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Industrial Automation | Enterprise (> 1000 emp.) **Reviewed Date:** October 24, 2019 **What do you like best about UseResponse?** UseResponse is one of the best available customer service programs that allows you to easily contact any customer through a variety of channels, including direct messaging tools that allow you to get real-time feedback from your customers. Always check what your customers think about new aspects of your site or the content you share on your site. Although you don't always receive useful feedback, the ability to talk directly to customers is still very beneficial. Use UseResponse to support any online ticketing needs, which is very helpful for organizations with members or venues where acts occur. There are not too many better programs for companies needing to overhaul their customer service systems or companies dealing with customer support support **What do you dislike about UseResponse?** UseResponse can be a difficult program to use if you don't have extensive knowledge of customer service systems or computers. **Recommendations to others considering UseResponse:** UseResponse allows you to create a help center from which you can handle all your customer service business needs, providing many useful and useful features from a single center where you can manage all of them. **What problems is UseResponse solving and how is that benefiting you?** UseResponse has a help desk that allows you to take care of your tickets and gives your customers a place to do the same. ### 5. It allows companies to understand their customers and the opinions of their customers. **Rating:** 4.5/5.0 stars **Reviewed by:** Joseph L. | Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** August 01, 2019 **What do you like best about UseResponse?** I like the simple user interface with great functionality, a lot of documentation and support is fantastic. Easy to implement and immediate support by email. **What do you dislike about UseResponse?** I have no cons in the use of the software in my company at all. **Recommendations to others considering UseResponse:** UseResponse is a tool that works perfectly for our use case and I can only recommend it. **What problems is UseResponse solving and how is that benefiting you?** The system interface is highly customizable for our needs, and it is easier for our team to use its integration into the self-service community to collect ideas, vote on issues, added problems, questions, provide support with this excellent customer feedback software, Help desk ticket system packaged in a simple solution. ### 6. Great Product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2019 **What do you like best about UseResponse?** 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. **What do you dislike about UseResponse?** 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. **Recommendations to others considering UseResponse:** 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. **What problems is UseResponse solving and how is that benefiting you?** This has helped us revamp how we support our clients. We are able to utilize more options for our clients to reach out to us with all that UseResponse has to offer. ### 7. Useresponse for our Wishlist **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Shipbuilding | Mid-Market (51-1000 emp.) **Reviewed Date:** November 27, 2018 **What do you like best about UseResponse?** The people and support behind the product which is feature rich and mature. **What do you dislike about UseResponse?** Some functionality we wanted hasn't been implemented. **Recommendations to others considering UseResponse:** Great tools for what you need, support is amazing! **What problems is UseResponse solving and how is that benefiting you?** To gather client feedback and to know more about their problems. ### 8. Simple, Powerful and Great Support **Rating:** 5.0/5.0 stars **Reviewed by:** Michael S. | Founder, Director Of Development, Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** November 10, 2017 **What do you like best about UseResponse?** Specifically the inline help. Generically I'd say their own customer support which is highly responsive, very technically helpful, and very personalized. **What do you dislike about UseResponse?** Not much yet. I'd love if I could enter a hyperlink into an Article/FAQ that would work within the widget vs opening a new browser window but they are working on that minor point. Meanwhile the 'Related Artciles' sidebar does that for me. **Recommendations to others considering UseResponse:** Take advantage of the inline help Take advantage of the css customization which is extensive. **What problems is UseResponse solving and how is that benefiting you?** 1) I can provide customer support for users in a managed and trackable fashion 2) I can mitigate the amount of customer support I need to provide by integrating my ticket system with my FAQ System and thereby provide answers to users automatically and immediatly instead of opening a new ticket 3) I can provide the FAQ/TIcket system not only as a selectable widget (e.g. Customer Support) but attach it as 'inline' help to text/icon of my choosing and thus provide interactive help to uses at specific parts/buttons on my site. Thus instead of just having a basic 'What's This?' hover I can have one that provides a FAQ about any feature of my site which is then fully integrated into the extended FAQ/Help system. ### 9. Review for UseResponse **Rating:** 4.0/5.0 stars **Reviewed by:** Emily W. | Peer Tutor, Higher Education, Enterprise (> 1000 emp.) **Reviewed Date:** January 14, 2018 **What do you like best about UseResponse?** It helps to organize ideas and share them through UseResponse. The layout is very flexible and the social integration and content analyzing features that they provide for it are at par. I would say it is value for money! Their support is also a big plus, they usually reply within 5 minutes and are always there to help! **What do you dislike about UseResponse?** It can be a little complex to use because there are so many functionalities provided and no proper walk-through for them. Other than that though, I have nothing to dislike. **Recommendations to others considering UseResponse:** I would very highly recommend giving the free version a shot! **What problems is UseResponse solving and how is that benefiting you?** To manage my customers and records. I have enjoyed using it because of its flexibility and would choose this over so many more platforms that promise to provide the same thing. ### 10. A Great Customer Support Experience at One Place **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Semiconductors | Enterprise (> 1000 emp.) **Reviewed Date:** January 14, 2018 **What do you like best about UseResponse?** Their support is equally good at technical and business aspects of the different products. Their ticket system is great and so is their team at responding to problems within 24hours. A great User-interface too. **What do you dislike about UseResponse?** Thier website fits perfectly on a 15-inch laptop or maybe a bigger screen but its troublesome on an ipad or tablets. Other than that, there's nothing to dislike. **Recommendations to others considering UseResponse:** Their cloud version's support, user experience and optimization for different products is truly excellent. This is why I would strongly recommend you to use it. Their support isn't just great for your customers, it's awesome for you too. **What problems is UseResponse solving and how is that benefiting you?** Great Customer service, excellent ticketing system, Increasing our brand's face value and recognition. User support and helping build our brand's community. ## UseResponse Discussions - [What is UseResponse used for?](https://www.g2.com/discussions/what-is-useresponse-used-for) - [View UseResponse pricing details and edition comparison](https://www.g2.com/products/useresponse/reviews/useresponse-review-2241167?section=pricing&secure%5Bexpires_at%5D=2026-07-08+21%3A29%3A56+-0500&secure%5Bsession_id%5D=fcc7677e-e486-4b5b-a37d-edbd6fb68581&secure%5Btoken%5D=bc869af5f93d772484a19d3f1c78e5ab5d3a15032fd11a249da9a08a76411e0b&format=llm_user) ## UseResponse Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Feedback** - Ranking - Commenting **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Idea Sources** - External Idea Generation - Internal Idea Generation **Generative AI** - AI Text Generation - AI Text Summarization **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action **Self-Service Platform** - Branding - Automation - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Idea Collection** - Idea Campaigns - Forums - Suggestion Box **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **System Management** - Security - System Monitoring **Integrations** - Gamification - Project Planning **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration **Agentic AI - Idea Management** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top UseResponse Alternatives - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,674 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,630 reviews) - [LiveAgent](https://www.g2.com/products/liveagent/reviews) - 4.5/5.0 (1,481 reviews)