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Freshdesk vs LiveAgent Comparison
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Good recommendations?
Overview
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase...
LiveAgent is a web-based help desk solution with AI features, managing support tickets from channels like email, VoIP, live...
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
Starting from
15
/user
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
No pricing info
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
Pros
Luis Carlos B.
Creative Director
Cons
Cons
Matthew J.
Owner
Govind R.
CEO & Founder
Key features
- Total features112
- API
- Access Controls/Permissions
- Account Management
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Archiving & Retention
- Assignment Management
- Audit Trail
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Batch Communications
- Blended Call Center
- CMDB
- CRM
- Call Center Integration
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Canned Responses
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Client Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Computer Telephony Integration
- Conferencing
- Configurable Workflow
- Contact Database
- Contact Management
- Content Creation
- Content Management
- Corrective and Preventive Actions (CAPA)
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Segmentation
- Customer Service Analytics
- Customer Social Profiles
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions/Forums
- Document Storage
- Drag & Drop
- Email Alerts
- Email Distribution
- Email Management
- Email Monitoring
- Email Templates
- Email Tracking
- Employee Activity Monitoring
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- File Management
- File Sharing
- File Transfer
- For Startups
- For iPad Devices
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Help Desk Management
- IT Asset Management
- IVR
- Inbound Call Center
- Inbox Management
- Incident Management
- Interaction Tracking
- Issue Auditing
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Lead Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Scripts
- Multiple User Accounts
- Negative Feedback Management
- Offline Form
- On-Demand Recording
- Onboarding
- Online Forums
- Outbound Call Center
- Performance Management
- Performance Metrics
- Personalization
- Phone Key Input
- Predictive Analytics
- Prioritization
- Proactive Chat
- Problem Management
- Procurement Management
- Progress Tracking
- Project Management
- Quality Assurance
- Quality Management
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recording
- Recurring Issues
- Remote Access/Control
- Remote Support
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Screen Sharing
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Session Recording
- Shared Inboxes
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Softphone
- Summary Reports
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Template Management
- Text Editing
- Text to Speech
- Third-Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Two-Way Audio & Video
- Usage Tracking/Analytics
- Video Chat
- Video Conferencing
- Video Support
- Virtual Assistant
- VoIP Connection
- Voice Customization
- Voice Mail
- WYSIWYG Editor
- Website Integration
- Widgets
- Workflow Management
- Total features177
- API
- Access Controls/Permissions
- Account Management
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Archiving & Retention
- Assignment Management
- Audit Trail
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Batch Communications
- Blended Call Center
- CMDB
- CRM
- Call Center Integration
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Canned Responses
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Client Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Computer Telephony Integration
- Conferencing
- Configurable Workflow
- Contact Database
- Contact Management
- Content Creation
- Content Management
- Corrective and Preventive Actions (CAPA)
- Customer Communication
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Segmentation
- Customer Service Analytics
- Customer Social Profiles
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions/Forums
- Document Storage
- Drag & Drop
- Email Alerts
- Email Distribution
- Email Management
- Email Monitoring
- Email Templates
- Email Tracking
- Employee Activity Monitoring
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- File Management
- File Sharing
- File Transfer
- For Startups
- For iPad Devices
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Help Desk Management
- IT Asset Management
- IVR
- Inbound Call Center
- Inbox Management
- Incident Management
- Interaction Tracking
- Issue Auditing
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Lead Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Scripts
- Multiple User Accounts
- Negative Feedback Management
- Offline Form
- On-Demand Recording
- Onboarding
- Online Forums
- Outbound Call Center
- Performance Management
- Performance Metrics
- Personalization
- Phone Key Input
- Predictive Analytics
- Prioritization
- Proactive Chat
- Problem Management
- Procurement Management
- Progress Tracking
- Project Management
- Quality Assurance
- Quality Management
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recording
- Recurring Issues
- Remote Access/Control
- Remote Support
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SSL Security
- Screen Sharing
- Search/Filter
- Self Service Portal
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Session Recording
- Shared Inboxes
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Softphone
- Summary Reports
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Task Progress Tracking
- Template Management
- Text Editing
- Text to Speech
- Third-Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Two-Way Audio & Video
- Usage Tracking/Analytics
- Video Chat
- Video Conferencing
- Video Support
- Virtual Assistant
- VoIP Connection
- Voice Customization
- Voice Mail
- WYSIWYG Editor
- Website Integration
- Widgets
- Workflow Management
Integrations
- Total integrations501
- Constant Contact
- Gmail
- Google Analytics 360
- Google Calendar
- HubSpot CRM
- Mailchimp
- Meta for Business
- Microsoft Outlook
- PayPal
- Salesforce Sales Cloud
- Shopify
- Slack
- Stripe
- Twilio
- Twitter/X
- WooCommerce
- WordPress
- Xero
- Zapier
- Zendesk Suite
- Total integrations145
- Constant Contact
- Gmail
- Google Analytics 360
- Google Calendar
- HubSpot CRM
- Mailchimp
- Meta for Business
- Microsoft Outlook
- PayPal
- Salesforce Sales Cloud
- Shopify
- Slack
- Stripe
- Twilio
- Twitter/X
- WooCommerce
- WordPress
- Xero
- Zapier
- Zendesk Suite
User reviews that mention these apps
Sweety K.
Legal Services, 1-10 employees
Used daily for less than 6 months
Review source
Share this review:
We're quite happy earlier but then switched to LiveAgent for more advanced settings.
Freshdesk is good tool to start with bare essential features and nice UI UX. The freemium unlimited agents plan as all what you needed.
The other paid plans lacks some essential features like all in one ticketing solution with free integrated chat as available in LiveAgent. Secondly, there's no DKIM, DMARC & SPF records settings available in Zendesk.
Andrew R.
Health, Wellness and Fitness, 1-10 employees
Used daily for less than 6 months
Review source
Share this review:
I came across LiveAgent while researching alternatives to ZenDesk and FreshDesk, both of which are good but lock you into their platforms. By contrast LiveAgent can be purchased outright and installed on your own server (in addition to using it as a hosted service). The feature set is amazing and in many cases much better than the competition.
Lots of features. Multi-channel functionality.
No SSO functionality
Michal I.
Information Technology and Services, 11-50 employees
Used daily for 2+ years
Review source
Share this review:
Our company was looking for a tool to support our HW and SW customers. Tried various solutions including Zendesk, Freshdesk and more. Then found LiveAgent. Great tool, good value for money, ease to use, great support and help to implement. And now, after several years of use, it is still the best choice for support tool that we could have done.
Simple to use, rich features, great support. Includes all the needed functions for supporting.
No cons were added to this review
Thank you Michal for your LiveAgent feedback.
Harrison t.
Retail, 1-10 employees
Used daily for less than 6 months
Review source
Share this review:
*THIS REVIEW IS BASED ON THE DOWNLOADABLE ON YOUR OWN SERVER VERSION* So far I been using LiveAgent and its been a absolutely wonderful experience. I have used many other help desk system before such as LiveZilla, Zopim, Zendesk, Freshdesk, Desk.com, and etc. LiveAgent has beaten them in every way due to its pricing, features, customer support, and mobile features. No one likes to be stuck...
- One time fee for downloadable license - Mobile application - Customization of portal - Email templates - Canned responses - Help Desk + Live Help all in one - Full of integrations - Ease of migration
- Need a desktop application - Make agent UI more easier and understanding
Thanks Harrison for your feedback and suggestions.
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