UserVoice Help Desk

by UserVoice

4 / 5 51 reviews
UserVoice Help Desk

Popular Products


Who Uses This Software?

Product Executives and Product Managers, particularly at enterprise and SaaS companies.

Average Ratings

51 reviews
  • Overall 4 / 5
  • Ease of Use 4 / 5
  • Customer Service 4 / 5
  • Features 4 / 5
  • Value for Money 3.5 / 5

Product Details

  • Free Version No
  • Free Trial Yes
  • Deployment Cloud, SaaS, Web
    Mobile - iOS Native
    Mobile - Android Native
  • Training In Person
    Live Online
    Webinars
    Documentation
  • Support Business Hours
    Online

Vendor Details

  • UserVoice
  • http://www.uservoice.com
  • Founded 2008

About UserVoice Help Desk

UserVoice is the leading product feedback management software. Founded in 2006, UserVoice is dedicated to enabling businesses to make data-driven product decisions and prioritize feature requests by making customer feedback more meaningful. Today, more than 3,500 companies use UserVoice to make strategic product decisions and improve user engagement and customer retention while being efficient with their development resources.

UserVoice Help Desk Features

  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • Activity Dashboard
  • Brainstorming
  • Collaboration
  • Creator Tracking
  • Idea Ranking
  • Project Tracking
  • Status Tracking
  • Collaboration
  • Discussion Threads
  • Engagement Monitoring
  • Evaluation Workflow
  • Feedback Management
  • Gamification
  • Idea Ranking
  • Ideation / Crowdsourcing
  • Polls / Voting
  • Trend Tracking
  • Change Management
  • Compliance Management
  • Cost Tracking
  • Design Management
  • Document Management
  • Product Data Management
  • Project Management
  • Requirements Management
  • Supplier Management
  • Collaboration
  • Feedback Collection
  • Idea Management
  • Milestone Tracking
  • Prioritization
  • Product Roadmapping
  • Release Management
  • Requirements Management
  • Resource Management
  • Workflow Management
  • Collaboration
  • Content Import / Export
  • Diagramming
  • Drag & Drop
  • Feature Management
  • Milestone Tracking
  • Prioritization
  • Requirements Management
  • Workflow Management

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UserVoice Help Desk Most Helpful Reviews

Gives us almost everything we need for a great price

Translate with Google Reviewed on 11/23/2018
Jessica M.
Curriculum Coordinator
E-Learning, 13-50 Employees
Used the Software for: 2+ years
Reviewer Source 
Source: asdf
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: UserVoice is used by our support team to answer users' questions and provide information as needed. It helps us manage our support tickets and provides a way for our learners to easily provide feedback.

Pros: We've used UserVoice for a number of years now and it's really been almost everything we've needed from a support ticket system. It allows us to quickly and easily manage users' questions and provide answers and feedback. One great thing we've gotten from it is creating our "knowledge base," which helps us both answer frequent questions more quickly (by using the drop down feature to pre-fill a response with an answer from the knowledge base) as well as providing a ready-made FAQs page for our site. Agents can easily be assigned to different tickets and it's clear who is responding to what ticket, which was problematic in our old system and we often had multiple people answering the same question at the same time.

Cons: On the other hand, UserVoice hasn't always been great about catching obvious spam and we have to do a fair amount of blacklisting manually. We offer content in Spanish, Portuguese, and English but you can only set it to one language, so right now we have a completely separate support system for our Spanish and Portuguese learners. And oddly, they have no online/email tech support available. You have to call if you have an issue. :(

Great Help Desk Software with a few Quirks

Translate with Google Reviewed on 8/21/2018
Morgan W.
Customer Support
Computer Software, 2-10 Employees
Used the Software for: 2+ years
Reviewer Source 
Source: SoftwareAdvice
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Pros: Easy to use and the interface is somewhat intuitive. Works great for startups and smaller companies as this is the size of the company I am in. Support seems responsive and quick at fixing any problems.

Cons: Sometimes a clunky interface with glitches which are not fixed quickly. Could work on their mobile UX for better ease of use.

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