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Zammad VS UseResponse

Compare Zammad VS UseResponse and see what are their differences

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Zammad logo Zammad

The Zammad - Help Desk and Ticket System - Community Page

UseResponse logo UseResponse

Open-source, self-hosted customer feedback software, live chat and helpdesk system that you can install on your server. Organize documentation using knowledge base and get feedback from social networks with centralized system
  • Zammad Landing page
    Landing page //
    2023-07-27
  • UseResponse Landing page
    Landing page //
    2023-10-10

Zammad features and specs

  • Open Source
    Zammad is open-source, meaning the source code is freely available for anyone to inspect, modify, and enhance. This encourages community contributions and provides ultimate transparency.
  • User-Friendly Interface
    The platform offers an intuitive and modern UI, making it easy for both technical and non-technical users to navigate and use effectively.
  • Multi-Channel Support
    Zammad supports multiple communication channels including email, social media, chat, and phone, allowing for a unified customer support experience.
  • Customizable
    The system is highly customizable through its robust API and configuration options, enabling organizations to tailor the platform to their specific needs.
  • Scalable
    Designed to scale, Zammad can grow with your business, handling increasing volumes of tickets and users without compromising performance.
  • Integration Capabilities
    Zammad offers various integrations with other services and tools like LDAP, Active Directory, and monitoring solutions, enhancing its utility in diverse environments.
  • Comprehensive Documentation
    The platform provides extensive documentation and community forums, which can be invaluable resources for troubleshooting and learning.

Possible disadvantages of Zammad

  • Deployment Complexity
    Setting up Zammad can be complex for users who are not technically inclined, requiring some level of understanding of server management.
  • Resource Intensive
    The application can be resource-intensive, demanding significant server resources especially in larger deployments.
  • Custom Development Required
    For certain advanced customizations, technical skills, such as coding in Ruby on Rails (the framework Zammad is built on), are required.
  • Learning Curve
    While the UI is user-friendly, the multitude of features and customization options can overwhelm new users, necessitating a learning curve.
  • Limited Offline Capabilities
    Zammad lacks robust offline functionality, posing a challenge for support teams working in environments with unreliable internet connectivity.
  • Performance Issues
    Some users have reported occasional performance issues, particularly during peak usage times or when handling very large volumes of data.
  • Paid Support
    While the software itself is free, official support services from the developers are paid, which can be a drawback for organizations on a tight budget.

UseResponse features and specs

  • Comprehensive Customer Support Solutions
    UseResponse offers a suite of tools including feedback, help desk, and knowledge base all in one platform, providing a holistic approach to customer support.
  • Customization
    The platform is highly customizable with various options to tailor workflows, templates, and design to match specific business needs.
  • User-Friendly Interface
    Its dashboard and tools are designed to be intuitive and easy to navigate, reducing the learning curve for new users.
  • Integrations
    UseResponse integrates well with a variety of other software tools such as CRM, chat, and productivity applications, facilitating seamless operations.
  • Multichannel Support
    Supports multiple channels including email, social media, and live chat, allowing businesses to manage all customer interactions from a single platform.

Possible disadvantages of UseResponse

  • Cost
    For small businesses or startups, the pricing may be considered steep compared to other customer support solutions.
  • Complexity for Small Businesses
    The extensive features and customization options might be overwhelming for small teams that do not require such depth in a customer support system.
  • Learning Curve for Advanced Features
    While basic functionalities are user-friendly, mastering the more advanced features can take some time and effort.
  • Limited Third-Party Integrations
    While integration options are available, they are somewhat limited compared to other platforms which may offer a broader range of third-party integrations.
  • Support
    Some users have reported that the customer support response times can be slow, which might be an issue when urgent assistance is needed.

Analysis of UseResponse

Overall verdict

  • Overall, UseResponse is a solid choice for businesses looking to streamline their customer support processes and gather valuable user feedback. It provides a comprehensive set of tools at a competitive price point, making it suitable for a variety of industries.

Why this product is good

  • UseResponse is considered a good platform for several reasons. It offers a suite of customer support tools, including a help desk, knowledge base, feedback system, and community forums. It is highly customizable, allowing businesses to tailor the platform to their specific needs. The user interface is intuitive and easy to navigate, which enhances the user experience for both support agents and end-users. Additionally, it integrates well with various third-party applications, further extending its functionality.

Recommended for

    Small to medium-sized businesses, startups, and organizations that seek a unified platform for customer support, engagement, and feedback management. It is particularly beneficial for those who want to encourage community interaction and gather detailed insights from customers.

Zammad videos

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Zammad

More videos:

  • Review - Zammad - LDAP Integration

UseResponse videos

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Customer Feedback & Support Software UseResponse

Category Popularity

0-100% (relative to Zammad and UseResponse)

Zammad

UseResponse

Customer Support
42 42%
Customer Support
58% 58
Customer Feedback
0 0%
Customer Feedback
100% 100
Help Desk
36 36%
Help Desk
64% 64
Customer Service
100 100%
Customer Service
0% 0

User comments

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Reviews

These are some of the external sources and on-site user reviews we've used to compare Zammad and UseResponse

Zammad Reviews

Top 13 Freshdesk alternatives and competitors for 2024
Many review sites have only a small amount of user reviews, so it’s hard to tell if businesses are using Zammad. The platform offers many standard features, like reporting, integrations, chat, and text templates. Zammad also has a knowledge base that allows businesses to publish FAQs, help center articles, and internal SOPs, in addition to category permissions and ticket...
Source: www.zendesk.com

UseResponse Reviews

30+ Customer Feedback Tools comparison
Salesforce is a leading customer management tool that includes a subproduct IdeaExchange for collecting and prioritizing ideas with a roadmap. While UseResponse is a simpler CRM tool with feedback, helpdesk, knowledge base, and a live Chat.
Source: clearflask.com
30 Best Customer Feedback Survey Tools: An Overview | Mopinion
UseResponse is a less expensive version of GetSatisfaction. However, this customer feedback tool provides you with a version that you can host yourself using open sourced code. In addition to feedback and a forum, you also receive access to a live chat client.
Source: mopinion.com

Social recommendations and mentions

Based on our record, Zammad seems to be more popular. It has been mentiond 18 times since March 2021. We are tracking product recommendations and mentions on various public social media platforms and blogs. They can help you identify which product is more popular and what people think of it.

Zammad mentions (18)

  • An open-source ticketing system
    Zammad is very easily the best free and open-source ticket system, but just to avoid confusion: The .com link is for the commercial Zammad offering with support or as a hosted SaaS. The free version you have to self-host is under the .org site: https://zammad.org/. Source: about 2 years ago
  • MSP opensource ticketing tool -ITSM
    Https://zammad.org/ it cery customizable and has a fsitly good documentation. Source: about 2 years ago
  • Ticketing system for internal IT team
    Zammad, open-source, free (when self-hosted): https://zammad.org/. Also has a knowledge base for you to provide to your users. Source: about 2 years ago
  • Free Service Desk Software
    Why don't you guys know Zammad? An open-source helpdesk platform which I am using smoothly. Source: about 2 years ago
  • Implement a real ticket system, a basic one or none for a tiny company with one admin?
    A simple self-hosted one: https://zammad.org/. Source: over 2 years ago
View more

UseResponse mentions (0)

We have not tracked any mentions of UseResponse yet. Tracking of UseResponse recommendations started around Mar 2021.

What are some alternatives?

When comparing Zammad and UseResponse, you can also consider the following products

Freshdesk - Freshdesk is a cloud-based customer support software that lets you support customers through traditional channels like phone and email, social channels like Facebook and Twitter, and your own branded community

UserVoice - UserVoice integrates easy-to-use feedback, helpdesk, and knowledge base management tools in one platform that empowers users to speak and companies to understand.

osTicket - osTicket is a widely-used open source support ticket system.

Intercom - Intercom is a customer relationship management and messaging tool for web businesses. Build relationships with users to create loyal customers.

Zendesk - Zendesk is a beautiful, lightweight help-desk solution.

Canny.io - Canny helps you collect and organize feature requests to better understand customer needs and prioritize your roadmap.

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