Freshdesk Omni vs. UseResponse

Freshdesk Omni

Freshdesk Omni

9 Reviews and Ratings

UseResponse

UseResponse

1 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Freshdesk Omni	Score 9.2 out of 10	N/A	Freshdesk Omni is an AI-powered, comprehensive solution for offering customers seamless experiences today and in the future.	$35 per month per agent
UseResponse	Score 5.0 out of 10	Mid-Size Companies (51-1,000 employees)	UseResponse helps companies provide customer service support using several channels and organize their community around products or services on their server. It's all-in-one support suite with feedback, help desk ticketing system, knowledge base and live chat in one package. Integrate it using API, built-in translation tool and fully customizable interface with extended modular system.	$39 per 2 agents/month

Pricing

Freshdesk Omni

UseResponse

Editions & Modules

Growth: $29
per month (billed annually) per agent
Pro: $69
per month (billed annually) per agent
Enterprise: $109
per month (billed annually) per agent

Self-Hosted: $3200
includes one of the platforms, 5 support agents, announcements.
Basic: from $39
per 2 agents/month

Offerings

Pricing Offerings
Freshdesk Omni	UseResponse
Free Trial
Yes	Yes
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	Yes

Entry-level Setup Fee

No setup fee

No setup fee

Additional Details

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More Pricing Information

Features

Freshdesk Omni

UseResponse

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	Freshdesk Omni 8.5 1 Ratings 6% above category average	UseResponse - Ratings
Organize and prioritize service tickets	9.11 Ratings	00 Ratings
Expert directory	9.11 Ratings	00 Ratings
Subscription-based notifications	7.31 Ratings	00 Ratings
Ticket creation and submission	8.21 Ratings	00 Ratings
Ticket response	9.11 Ratings	00 Ratings

Self Help Community

Comparison of Self Help Community features of Product A and Product B
	Freshdesk Omni 9.1 1 Ratings 15% above category average	UseResponse - Ratings
External knowledge base	9.11 Ratings	00 Ratings
Internal knowledge base	9.11 Ratings	00 Ratings

Multi-Channel Help

Comparison of Multi-Channel Help features of Product A and Product B
	Freshdesk Omni 7.3 1 Ratings 6% below category average	UseResponse - Ratings
Customer portal	9.11 Ratings	00 Ratings
IVR	7.31 Ratings	00 Ratings
Social integration	4.51 Ratings	00 Ratings
Email support	7.31 Ratings	00 Ratings
Help Desk CRM integration	8.21 Ratings	00 Ratings

Best Alternatives
	Freshdesk Omni	UseResponse
Small Businesses	Agiloft Service Desk (discontinued) Score 9.0 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Medium-sized Companies	Agiloft Service Desk (discontinued) Score 9.0 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Enterprises	SysAid Score 9.0 out of 10	SysAid Score 9.0 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Freshdesk Omni	UseResponse
Likelihood to Recommend	7.3 (1 ratings)	- (0 ratings)
Usability	8.2 (1 ratings)	- (0 ratings)

User Testimonials
	Freshdesk Omni	UseResponse
Likelihood to Recommend	Freshworks Inc For a typical technical support help desk use case Freshdesk Omni is great! It has the advanced features of automating responses and canned answers where appropriate. The AI functionality seems good but not something we are leveraging at this point given the volume of tickets. Incentivized Greg Ross Systems Engineer Read full review	UseResponse No answers on this topic
Pros	Freshworks Inc When an agent receives a call via Dialpad or Amazon Connect, Freshdesk Omni automatically displays relevant customer details, previous interactions, and ticket history in a single view. Every call (answered, missed, or voicemail) is automatically logged into Freshdesk as a ticket, including details like call duration, customer number, and agent notes. Agents can initiate outbound calls directly from Freshdesk using click-to-call functionality, reducing manual dialing errors and saving time. Incentivized Verified User Anonymous Read full review	UseResponse No answers on this topic
Cons	Freshworks Inc It is a very user-friendly tool. We haven't found any drwback in any of the modules provided. It works excellently at my organization. Its powerful workflow automation reduces manual effort for job assigning and makes our process more efficient and saves valuable time. Incentivized NC Niranjan choudhary Manager Business Excellence Read full review	UseResponse No answers on this topic
Usability	Freshworks Inc Utilizing a unified platform has successfully reduced the resolution time for customer-facing issues. This streamlined approach enhances efficiency and generates valuable insights that can be leveraged to improve our services and better understand customer needs, ultimately leading to a more satisfying experience for our clients. Chaitanya Jadhavar Technical account Manager Read full review	UseResponse No answers on this topic
Alternatives Considered	Freshworks Inc 1) Price is also a point to decide, other Service Providers were providing similar features but the prices were slightly on a higher side. 2) Coming to feature comparison, JIRA offers whole lot of other features but currently we did not require them and Zoho had few less features comparing to Freshworks Incentivized Verified User Anonymous Read full review	UseResponse No answers on this topic
Return on Investment	Freshworks Inc Our customers often give feedback to closed tickets to track satisfaction scores Customers appreciate the value of viewing their tickets in the customer portal We save time by having a single source system to interact with our customers and track issue history. Incentivized Greg Ross Systems Engineer Read full review	UseResponse No answers on this topic
ScreenShots	Freshdesk Omni Screenshots	UseResponse Screenshots