Uvdesk Reviews & Ratings

4.6/5

“Great Open-Source Option for Developers”

As a developer, I appreciated the flexibility of UVdesk’s open-source version. I was able to customize workflows and integrate it deeply with our product.

Pros : UVdesk is open-source, fully customizable, and built on Symfony with REST APIs.

Cons : Initial self-hosted setup requires technical knowledge.

Switched from : Freshdesk

Reason to switch : I switched because Freshdesk did not allow deep backend customization without enterprise plans.

4.5/5

“Reliable Email Ticketing With Shared Inbox”

Once email routing was set up, UVdesk worked flawlessly as a shared support inbox. No more missed emails or duplicate responses.

Pros : Advanced email piping, shared inbox visibility, and threaded conversations.

Cons : Email configuration can be confusing during first setup.

Switched from : Gmail + tagging

Reason to switch : I switched because manual email management caused delays and lost tickets.

4.5/5

“Good Fit for Small to Mid-Sized Businesses”

UVdesk fits our mid-sized team perfectly. It gives us professional-grade tools without the overhead of enterprise platforms.

Pros : Flexible pricing, scalable agent plans, and modular feature add-ons.

Cons : Large enterprises may want deeper analytics and AI features.

Switched from : ServiceNow

Reason to switch : I switched because ServiceNow was far too complex and costly for our business size.

4.5/5

“Knowledge Base and Self-Service Reduced Ticket Load”

After launching our help center with UVdesk, repetitive tickets dropped significantly. Customers found answers before contacting support.

Pros : Built-in knowledge base, FAQs, and customer self-service portal.

Cons : Knowledge base design customization is limited.

Switched from : Kayako

Reason to switch : I switched because Kayako’s knowledge base tools were harder to manage and customize.

4.3/5

“Affordable Helpdesk With Strong Ticket Management”

We needed a budget-friendly helpdesk that still handled email support and SLAs well. UVdesk gave us exactly what we needed without forcing expensive enterprise pricing.

Pros : UVdesk offers multi-channel ticketing, automation rules, email piping, and SLA management at a low cost.

Cons : The UI feels slightly less polished than big enterprise tools.

Switched from : Zendesk

Reason to switch : I switched because Zendesk pricing increased rapidly as my ticket volume grew, while UVdesk stayed affordable.

4.3/5

“Reporting and Analytics Cover Everyday Needs”

I rely on UVdesk’s reports to track agent productivity and SLA compliance. It gives me all the daily operational metrics I need.

Pros : Built-in reports for response time, resolution time, agent performance, and ticket categories.

Cons : Advanced custom reporting is limited without exports.

Switched from : SysAid

Reason to switch : I switched because SysAid’s reporting felt too complex and harder to customize.

4.3/5

“Reliable, No-Frills Customer Support Platform”

UVdesk may not look flashy, but it is reliable and does exactly what a helpdesk should do, manage customer support efficiently without unnecessary complexity.

Pros : Stable performance, consistent updates, marketplace extensions, and responsive support team.

Cons : UI design is functional but not very modern.

Switched from : iHelpdesk

Reason to switch : I switched because managing chat, email, and ticketing in separate tools caused data silos and slow response times.

4.3/5

“Automation Rules Save a Huge Amount of Time”

Once our automation was configured, tickets were routed to the right agents automatically. That alone reduced manual routing work by more than half.

Pros : Auto-ticket assignment, priority rules, tagging, and SLA escalation workflows.

Cons : Automation setup takes time to configure correctly.

Switched from : Zoho Desk

Reason to switch : I switched because Zoho Desk’s automation required expensive plan upgrades for similar features.

4.3/5

“Multi-Channel Support in One Dashboard”

Our support team now handles all customer messages from one dashboard. It reduced response times and eliminated confusion between channels.

Pros : Handles email, web forms, social media, and live chat in one unified inbox.

Cons : Social media integrations require extra configuration.

Switched from : Help Scout

Reason to switch : I switched because Help Scout was email-focused and lacked strong multi-channel expansion at our price point.

4.3/5

“Security and Role-Based Permissions Are Solid”

I use role-based access to limit what junior agents can see. It keeps sensitive customer data properly protected.

Pros : Agent roles, permission controls, data encryption, and audit logs.

Cons : Advanced security controls require configuration knowledge.

Switched from : Osticket

Reason to switch : I switched because osTicket lacked modern access controls and enterprise-grade security features.