UVdesk Review: Is It Right for Your Business?
Jess served on the founding team of a successful B2B startup and has used a wide range of sales and marketing tools over the course of her 15-year career. She uses her industry knowledge to deliver the best answers to your questions about sales tools and sales management.
Jill is a writer at Fit Small Business specializing on Customer Relationship Management (CRM) software.
Who UVdesk Is Best For
- Teams that need an excellent ticketing tool for their ecommerce business: UVdesk integrates with many ecommerce systems, making it easy for them to communicate with customers to process orders, queries, and requests. Apart from its multichannel communications support, the system also records order and payment statuses. Alternatively, consider other providers in our guide for the best customer service software.
- Teams that need a feature-packed, free customer service tool: UVdesk offers extensive customer support and ticketing features, even on its free plan. These include unlimited agent access, ticket management, knowledge base, and ticket-workflow automation. For these reasons, we included it in our top picks of the best free customer service software.
Who UVdesk Is Not a Good Fit For
- Users who need an in-app phone feature in their customer service tool: While UVdesk offers all-inclusive ticketing tools and multichannel support that includes website chat and social media messaging, it doesn’t have an in-app phone. Agents who need access to this feature should consider Freshdesk instead.
- Users who want access to advanced customer support performance reporting: UVdesk’s reporting tools are limited to agent activity and productivity reports. Users who want access to more robust reporting, such as overall customer support performance, customer satisfaction, and recurring issues, are better off with HubSpot Service Hub.
UVdesk Overview
| PROS | CONS |
|---|---|
| Offers a free plan with extensive ticket administration features, including email piping and mail-to-ticket options | No in-app phone |
| Robust integrations with popular ecommerce software, such as Shopify, WooCommerce, and Magento | Limited reporting capabilities |
| Has advanced features such as agent privilege assignment and automated ticket workflows | Social media integrations are only available in paid plans |
UVdesk Pricing
UVdesk pricing includes a free plan and two paid subscriptions that range from $11 to $18 per agent, per month, and requires a minimum purchase of two seats. All plans include the option to add an unlimited number of agents. However, UVdesk doesn’t offer a free trial, but interested users can sign up for the free plan before deciding to subscribe to a paid plan.
Plans | Free | Pro | Enterprise |
|---|---|---|---|
Best For | Small businesses that want fundamental ticketing functionalities, such as ticket categories and mail-to-ticket | Ecommerce business owners who want a multichannel support tool to manage customer queries, including social media | Businesses that want multiple inboxes to manage customer queries, as well as an extensive knowledge base to provide informative articles to their customers |
Annual Pricing ($/Year) | $0 | $96 per agent, per year (min. of 2 users) | $96 per agent, per year (min. of 2 users) |
Monthly Pricing ($/Month) | $0 | $11 per agent, per month (min. of 2 users) | $18 per agent, per month (min. of 2 users) |
No. of Agents | Unlimited | Unlimited | Unlimited |
Ticket Categorization | ✓ | ✓ | ✓ |
Mail-to-Ticket | ✓ | ✓ | ✓ |
Task Creation by Ticket | ✕ | ✓ | ✓ |
Facebook Integration | ✕ | ✓ | ✓ |
Agent Collision Detection | ✕ | ✓ | ✓ |
For more information on UVdesk’s pricing and plan subscriptions, select a plan from the options below:
Free
UVdesk has a feature-packed Free plan. It gives users access to a wide range of ticketing tools such as ticket categorization, email-to-ticket (inquiries received through email can be turned into tickets), ticket forwarding, and canned responses. It also offers workflow management tools that let users assign tickets to appropriate agents and create workflows based on events and pre-identified conditions.
Pro
The Pro plan offers everything under the Free plan. Its most remarkable additions include custom ticket fields, task creation by ticket, ticket deadline setting, and agent collision detection. It offers users multichannel support that allows them to create tickets from their website and social media pages, particularly Facebook and Twitter. The Pro plan also lets users integrate their account with various ecommerce platforms, such as Magento[ and Shopify.
Enterprise
The Enterprise is UVdesk’s highest-priced plan; however, it offers almost the same features as the Pro plan. The notable additions to this plan are the unlimited number of mailboxes and extensive knowledge base tools that let users create unlimited categories and articles in their knowledge base section.
UVdesk Features
UVdesk’s features are focused on ticket management and administration. It helps users create, forward, edit, and delete tickets, as well as track status and add tags to them. Its multichannel support allows them to create tickets straight from email, website forms, Facebook, and Twitter.
Customer service managers and support staff can easily see the active tickets in their dashboard. On the left-hand side, users can also filter the status of the tickets and the actions applied to them.
(Source: UVdesk)
General Features
- Ticket creation
- Ticket administration
- Task management
- Email management
- Form builder
- Ticker workflow creation
- Multichannel support (email, website, and social media)
Click the tabs below to see a breakdown of some of the key customer service software features UVdesk offers:
Ticket-Email Piping
UVdesk’s ticket-email piping lets your customers reply directly from their email inbox even if the main source of the ticket was through a chat or your website’s ticket panel. When they send a query via chat, they receive your agent’s response via email and they can simply continue their conversation from there. The complete conversation will also be recorded in the ticket history for your agent’s easy reference, no matter where the correspondence happened.
Regardless of where the conversation is happening, agents are able to access all active tickets in their ticket panel and track their status.
(Source: UVdesk)
Ticket Assignments
UVdesk lets users create ticket assignment workflows that automate the routing of tickets to particular agents based on identified topics and other preset conditions, such as agent availability or area of expertise. Ticket assignments help distribute the cases to agents evenly, and also expedite resolution for those with specialized topics as the ticket is assigned to an agent who is well-versed in a particular issue.
Users can set conditions in the ticket workflow management tool so that tickets are correctly routed to appropriate agents.
(Source: UVdesk)
Agent Privileges
The Agent Privileges tool of UVdesk enables customer service managers to assign restrictions, scope, and roles to their support staff. Through this tool, users can restrict which part of the help desk the agents have access to and what actions they can perform. Some of the actions that can be assigned to agents include creating, editing, and deleting tickets, as well as assigning tickets and restoring deleted ones.
Managers can assign privileges to agents, such as creating or editing tickets, by simply ticking boxes in the ticket restrictions section.
(Source: UVdesk)
Third-party Integrations
UVdesk can be integrated with a handful of third-party applications to help users sync existing customer data from other software into the platform. These include ecommerce, social media, document management, and project management tools.
Some of the most popular UVdesk integrations include:
- Google Drive
- OpenCart
- Shopify
- 3dCart
- Magento
- Ecwid
- WooCommerce
- Amazon Seller Central
- Slack
Customer Service
UVdesk provides support via email, live chat, and phone during Indian Standard Time (IST) business hours. They can also request a demo or read informative articles on how to maximize the use of the system on its knowledge base page.
Ease of Use
UVdesk has a simple, straightforward interface that makes it easy for users to navigate the dashboard. According to existing user reviews, it is easy to use and implement, as well as connect to ecommerce platforms.
UVdesk Alternatives
UVdesk offers excellent customer support features, but it may not be the best fit for your business. For example, you may be looking for a customer service provider with an in-app phone or robust reporting tools. If so, here are the best UVdesk alternatives to consider:
 |  |  | |
|---|---|---|---|
Best For | Best all-in-one customer service management solutions including a help desk, live chat, email, and ticketing | Best customer service software with artificial intelligence (AI) capabilities | Best for users who need robust performance reporting tools |
Starting Price | Free version and paid plans start at $15 per user, per month | Free version and paid plans start at $14 per user, per month | Free version and paid plans start at $45 per month for 2 users |
What Users Say in UVdesk Reviews
There aren’t many UVdesk reviews available online. However, those who left reviews said they like its integration with ecommerce and social media platforms, as well as the canned responses that their agents can use when dealing with customers. Users also like the workflow tool that automatically assigns tickets to appropriate agents, as well as the agent collision detection tool that prevents multiple agents from working on the same case.
At the time of this publication, UVdesk reviews had garnered the following average ratings on popular user review sites:
- G2: 4.3 out of 5 based on 3 reviews
- Capterra: 4.4 out of 5 based on 14 reviews
- Software Advice: 4.5 out of 5 based on 14 reviews
On the other hand, one user who left a negative UVdesk review said that they had issues with the open-source coding, but also noted that it was resolved quickly by customer support.
Bottom Line
[UVdesk is an open-source customer support system that can be used out of the box or customized using its open-source code. Its feature-rich free plan and affordable paid plans make it an excellent choice for small businesses that need robust ticketing functionalities. However, if users need customer support software with an in-app phone and extensive reporting tools, they should consider other providers, such as HubSpot Service Hub or Freshdesk.
