UVdesk Pricing: All their Plans Broken Down for You

February 12, 2021

You want your ecommerce store to deliver unparalleled customer support across all your channels.

And you’re looking for the right support software that matches your budget to do just that.  

So you’ve identified UVdesk as a potential option. And you’re trying to figure out which pricing plan works best for you.

We’ve got you covered! We’re going to break down each of their plans and cover:

  • How much it costs
  • What features you get
  • What features you don’t get
  • Who this plan is for
  • Our key takeaways

However, I must warn you. If you read all the way through, you might discover that this isn’t the ideal tool for you and instead opt for another UVdesk alternative that might better suit your needs. 

But for now, let’s dive in!

Quick Comparison of Pricing Plans

If you’re short on time (and really, who isn’t?), here’s a quick look at UVdesk’s pricing plans and the features that come with each of them.

UVdesk pricing plans comparison

So that’s the quick breakdown. Now you know the features available and what you’ll receive in each plan. Now let’s take a deep dive into UVdesk’s features and what they mean for you. 

What are the features and what do they do? 

1. Unlimited Agents

All plans - Charged per seat 

You can have unlimited agents using UVdesk across all plans. However, in the Pro and Enterprise plans you will be charged as follows:

  • Open source: Free
  • Pro: $11/agent/month 
  • Enterprise: $18/agent/month (Minimum 2 agents)

2. Multi-channel Support

Different across plans

You can manage support across multiple channels from one single place. The channels supported on UVdesk include:

  • Email
  • Website
  • Facebook
  • Twitter
  • Amazon Seller Central
  • Binaka

Mailbox and Website support is included across all plans. 

However, Facebook, Twitter, Amazon Seller Central, and Binaka support are only available in Pro and Enterprise plans.

3. Ecommerce Integrations

Pro and Enterprise plans

The Open Source plan does not come with any ecommerce integrations. But the Pro and Enterprise plans come with numerous ones including:

  • Amazon
  • eBay
  • Etsy
  • Flipkart
  • Magento
  • Prestashop
  • Shopify
  • WooCommerce
  • BigCommerce
  • CS-Cart
  • Opencart
  • LemonStand
  • MercadoLibre

4. Ticket Formation

Different across plans

Ticket formation on UVdesk comes with:

  • Ticket category: You can create different categories, as per your requirements, to help you distinguish tickets based on the channel or the kind of problem. 
  • Google reCAPTCHA: Google reCAPTCHA on ticket creation ensures you are getting a genuine query from the user and eliminates the spam information that might crowd your ticket list. 
  • Custom Ticket Fields: You can create various custom ticket fields which the user will fill at the time of ticket creation. This gives you the option to collect extra information from customers to better resolve their issues. However, this is not available in the Open Source plan

5. Email Piping

All plans

Email Piping allows your customers to reply directly from their email panel rather than coming to the ticket panel to respond. This is how it works:

Whenever an agent replies to a customer’s ticket, the customer gets an email notification. They’ll be able to respond to that email notification directly. And that reply will be automatically converted to the ticket on the agent’s dashboard.

6. Forwarding and bolting ticket threads

All plans

You can forward the ticket thread by mail to the relevant personnel to reduce resolution times. Also with 'blind carbon copy' and 'carbon copy', you can keep supervisors or relevant teammates updated about the status of different tickets. 

Additionally, you can boost the security level and protect sensitive data of the tickets. You can do this by locking these ticket threads to hide sensitive data and make it visible to only the people you need to.

7. Mail to Ticket

All plans

By setting up your mailbox in UVdesk, all incoming emails on your business email IDs will be forwarded to UVdesk and automatically converted into tickets. So you can reply to these tickets directly without going back to your email account.

8. Secret Notes

All plans

You can collaborate with your teammates by adding private notes, hidden from your customers, within your tickets. 

9. Saved Responses

All plans

You can create predefined reply templates for the most common queries you receive. This will help your agents save time by answering questions with a single click.

10. Ticket Tags

All plans

With tags, you can label tickets with specific words to group similar problems together. This is especially useful to quickly find a ticket from a large list of tickets.

To manage your tickets efficiently you can assign your tickets different statuses like:

  • Open
  • Answered
  • Pending
  • Resolved
  • Closed
  • Spam

Lastly, you can also classify tickets based on priority (low, medium, high, urgent) and reply to them as needed.

11. Workflows

All plans

With UVdesk, you can set-up your helpdesk for automatic actions when defined events take place. So this means when an event is triggered, specific actions will be performed based on the condition set for these events. 

For example, you can set it up in a way that if a customer doesn’t respond to a ticket in a set time, they’ll automatically be sent a notification email reminding them about this. 

While Workflows are customizable for all three plans, customer follow-ups are not available in the Open source plan.

12. Agent Collision Detection

Pro and Enterprise plans

Collision Detection is a feature that prevents multiple agents from responding to the same ticket by displaying the active agents currently working on a ticket. 

13. Task Management

Pro and Enterprise plans

While dealing with technical queries especially, it can be useful to add tasks to tickets while will allot them to a certain person/team who is best equipped to handle such queries.

Additionally, you can set deadlines for the tasks assigned so agents know exactly how much time they have to complete such tasks. 

14. Knowledge base

Different across plans

A knowledge base is a great way to equip your customers to find solutions to their problems without having to talk to your agents. This will save your agents from responding to repetitive queries and allow them to focus on tasks that require more attention. 

With UVdesk you can create these knowledge base articles and organize them with different folders and categories. While there are no limits in the Open Source and Enterprise plans, for the Pro plan you’ll be limited to:

  • 200 Knowledge base articles
  • 15 Knowledge base categories
  • 10 Knowledge base folders

15. Theme customization

Different across plans

This feature allows you to customize your helpdesk to match your brand and business needs. This includes everything from logos, banners, background color, link hover color, etc. 

You can also change the portal view with the help of custom CSS by uploading the HTML document with your information, style, and design.

16. Company Settings

Different across plans

The Company settings feature allows you to select: 

  • Time zones
  • Business hours
  • Activities you want recorded

17. Form Builder App

Pro and Enterprise plans

You can create customizable forms for different business requirements (Contact, Survey, Feedback) without having to write a line of code. You'll be able to embed these custom forms anywhere on your website and generate a ticket after each form submission.

18. Reports and Productivity 

Pro and Enterprise plans

To improve your ecommerce customer support, you’ll first need to figure out how your agents are presently performing. 

UVdesk will provide you with agent reports which come with details like:

  • First Response Time
  • Resolve Time
  • Number of Customers Helped
  • Ticket Count

You’ll also be able to see the channels through which the tickets are getting created and view task details in a pie chart format.

This is a really useful feature to help track your agents’ performance and improve their efficiency. 

Awesome! You now know about the different features that come with UVdesk and the plan they’re available in. And you’re probably already in a pretty good position to figure out the UVdesk pricing plan that’s best suited for you. 

But if you want to dive into the nitty-gritty of each plan and what they entail, keep reading. 

‘Open Source’ Plan 

UVdesk Open Source Plan

Our Key Takeaways: UVdesk’s Open Source plan comes with many useful features to better manage your ecommerce customer support. And all for absolutely free!

You can have your whole team using the tool at no charge. You can view all your tickets from email and your website in one single place. Plus with features like workflows and saved replies you can automate tasks to boost response times.

Setting up a knowledge base is extremely useful in bringing down the number of tickets received since customers can find answers to common questions without talking to agents. Plus you can ensure your helpdesk is on-brand with the theme customization feature. 

For all the good features that this plan offers, the reality is that it is completely unfeasible for the majority of ecommerce stores. The plan doesn’t support integrations with Shopify, Magento, WooCommerce, or any of the other major ecommerce platforms. Additionally, you won’t be able to manage support from channels like live chat, Facebook, or Twitter. 

‘Pro’ Plan

UVdesk Pro Plan

Our Key Takeaways: We’ve already established that the Open source plan is a no-go for managing ecommerce customer support. So if you are considering UVdesk at all, you’ll need to subscribe to the Pro plan or higher.

The Pro plan does take care of some of the drawbacks mentioned in the Open source plan. For example, it comes with all the major ecommerce integrations. Plus you can manage support on channels like Facebook, Twitter, Binaka, and Amazon Support central besides email and website. 

In the Pro plan, you can also create custom fields for your tickets and custom forms which you can embed on your website. 

Additionally, task management features like assigning tickets and setting deadlines can help you provide better support to your customers. You also won’t need to worry about multiple agents responding to the same ticket with collision detection. 

While you can create a knowledge base, you will be limited to: 

  • 200 Knowledge base articles
  • 15 Knowledge base categories
  • 10 Knowledge base folders

More importantly, this plan doesn’t support channels like live chat, Whatsapp, and Instagram. Well, none of their plans do. So if you’re using any of these channels to communicate with your customers, you’re straight out of luck with UVdesk. 

‘Enterprise’ Plan

UVdesk Enterprise Plan

Our Key Takeaways: There’s really little to choose between UVdesk’s Pro and Enterprise plans. The only difference being there are no limits on email inboxes and knowledge base articles and folders compared to the Pro plan. So if these two features are important to you, it might be worth spending the additional $7 per agent per month.

So there you have it, those are UVdesk’s three pricing plans. 

We’re not big fans of the “per user, per month” model. It penalizes you for success and promotes unsafe practices like ‘seat sharing’ and the likes.  

But that being said, UVdesk does come with several really useful features to manage your support. However, the lack of channels supported (live chat, Whatsapp, and Instagram) will probably be a stumbling block for most ecommerce stores. But if it isn’t, hopefully, you’ve found the plan that best fits your needs. 

Pricing Plan FAQs

If you’ve gone through the plans, but you’re still unclear about something, here are the most frequently asked questions and queries regarding UVdesk’s pricing.

1. Does UVdesk have a free plan?

Yes. UVdesk has an Open source plan which is forever free. However, since it doesn’t support ecommerce integrations, you’ll probably have to opt for the Pro or Enterprise plan.

2. Is UVdesk’s Open Source plan enough to manage ecommerce customer support?

Unfortunately, the answer is most probably not. The Open Source plan doesn’t support integrations with Shopify, Magento, WooCommerce, or any of the other major ecommerce platforms. Additionally, you won’t be able to manage support from channels like live chat, Facebook, or Twitter. 

Moreover, if you’re using channels like Whatsapp, Instagram, or Live chat to manage customer conversations, you’re straight out of luck. This is because none of the UVdesk plans supports these channels. 

3. What are the channels supported on UVdesk?

The channels supported on UVdesk include:

  • Email
  • Website
  • Facebook
  • Twitter
  • Amazon Seller Central
  • Binaka

4. Does UVdesk offer a free trial?

UVdesk offers an Open Source plan, which is free forever.

Additionally, each new user gets a free 30-day trial of the paid plan, so you’ll have a chance to test out all the premium features they offer.

5. What happens after my free trial with UVdesk?

When your trial expires, you will have to pay for the Pro and Enterprise plan or downgrade to the Open Source plan and keep all the free features.

6. Do I need to install anything to use UVdesk?

You don’t need to install anything to use UVdesk. You simply need to register your account and you’re good to go. 

7. How many operators can I add to UVdesk?

You can add unlimited operators across all plans on UVdesk. However, in the paid plans you’ll be charged per additional seat per month as follows: 

  • Open source: Free
  • Pro: $11/agent/month 
  • Enterprise: $18/agent/month (Minimum 2 agents)

8. Can I change my subscription anytime I want?

Yes. You can upgrade or downgrade your plan anytime you want, regardless of whether you have an active paid subscription or you are on the ‘Free’ plan.

downgrade any of them any time you want.

9. What ecommerce integrations does UVdesk support?

Tidio comes with a number of ecommerce integrations including: 

  • Amazon
  • eBay
  • Etsy
  • Flipkart
  • Magento
  • Prestashop
  • Shopify
  • WooCommerce
  • BigCommerce
  • CS-Cart
  • Opencart
  • LemonStand

10. What social media integrations does UVdesk support?

Tidio comes with a number of social media integrations including: 

  • Facebook
  • Twitter
  • Disqus

11. What is the difference between UVdesk’s Pro and Enterprise plans?

There’s really little to choose between UVdesk’s Pro and Enterprise plans. There are only two differences besides the pricing itself: 

  • In the Pro plan, you’re limited to 5 email inboxes whereas there are no limits in the Enterprise plan.
  • In the Pro plan, you’re limited to 200 knowledge base articles, 15 categories, and 10 folders whereas there are no limits in the Enterprise plan.

12. Does UVdesk have an annual subscription plan? 

Yes. UVdesk offers annual subscription plans that come with two months free. Their prices are as follows:

  • Open source: Free
  • Pro: $96/agent/year 
  • Enterprise: $180/agent/year (Minimum 2 agents)

Are there better alternatives to UVdesk? 

So, there you have it. 

You’re now equipped with all the information you need to decide which UVdesk pricing plan you should go for. 

However, you might think that none of their plans fit your exact needs and budget. Maybe they don’t support the channels you’re using to communicate with your customers. Or perhaps you’re not a fan of the per seat pricing model. Or anything in between. 

Whatever it is, fret not. As I said initially, UVdesk isn’t the only ecommerce support solution out there for you. There are a ton of great UVdesk alternatives for ecommerce stores of all shapes and sizes. 

Of course, my personal favorite is our very own tool, DelightChat (surprise, surprise!). We’re built (and priced) for small and medium-sized DTC brands and have everything you need like an omnichannel helpdesk, team collaboration, deep integrations with Shopify, and the works. 

Still not convinced? See how DelightChat stacks up against the competition. Specifically, 14 other excellent ecommerce support tools out there. 

And we’ll even up the ante. If you join DelightChat’s waitlist today, you get 90 days of free beta.

So, that’s it! Now go ahead & dole out the best customer experience possible. 

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