LiveAgent vs Freshservice

Salesforce Sales Cloud

Zendesk Suite

LiveChat

Salesforce Sales Cloud is a cloud-based Customer Relationship Management (CRM) application from Salesforce. The platform combines human sales professionals with AI-powered automation, data, and intelligence. This integrated solution is designed to help businesses of all sizes and industries.

Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

LiveChat is a customer service software that enables businesses to communicate with website visitors in real time through chat functionality. The platform includes AI-based chatbots for automating routine inquiries, customizable chat widgets, and proactive chat invitations to engage visitors. It offers integration capabilities with various third-party applications including CRM systems, e-commerce platforms, and marketing tools.

data analyst

I Live agent's advanced features which make it absolutely easy and efficient to  interact with website visitors, leading to improved customer satisfaction and increased conversion ratesI like that the customer support are always active to help incases of any issues which is a major plus

Software Engineer

LiveAgent's ability to provide timely and pertinent responses has the potential to boost customer happiness and enrich the entire service experience.

LiveAgent is a multichannel inbound call center solution that allows businesses to manage customer interactions via phone, live chat, and social media. This cloud-based solution enables agents to route calls and boost customer satisfaction

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Access Controls/Permissions

Account Management

Activity Dashboard

Activity Tracking

Agent Interface

AI/Machine Learning

Alerts/Escalation

Alerts/Notifications

Analytics

Archiving & Retention

Assignment Management

Audit Trail

Automated Attendant

Automated Responses

Automated Routing

Automatic Call Distribution

Autoresponders

Batch Communications

Blended Call Center

Callback Scheduling

Call Center Integration

Call Center Management

Caller ID

Call Logging

Call Monitoring

Call Recording

Call Reporting

Call Routing

Call Scripting

Call Tracking

Call Tracking Metrics

Call Transfer

Campaign Management

Canned Responses

Case Management

Catalog Management

Change Management

Chatbot

Chat/Messaging

Client Management

Client Portal

CMDB

Collaboration Tools

Commenting/Notes

Communication Management

Computer Telephony Integration

Conferencing

Configurable Workflow

Contact Database

Contact Management

Content Management

Corrective and Preventive Actions (CAPA)

Customer Communication

Customer Complaint Tracking

Customer Database

Customer Data Management

Customer Engagement

Customer Experience Management

Customer History

Customer Management

Customer Portal

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 Cloud Phone Systems

For iPad Devices

Forms Management

For Startups

Full Text Search

Gamification

Geotargeting

Help Desk Management

Inbound Call Center

Reviews for LiveAgent come from a wide variety of industries, including Information Technology and Services (12% of reviewers), Marketing and Advertising (7%), and Computer Software (7%). The most frequent use case for LiveAgent cited by reviewers is live chat (57% of reviewers).

Users and use cases

Most users consider LiveAgent to deliver strong value for money due to its competitive pricing, wide feature set, and flexible plans. However, some reviewers feel extra features and users can increase costs, and they find certain upgrades expensive.

Value for money

LiveAgent is a live chat solution offering key features such as real-time notifications, ticket management, reporting and analytics, and chat/messaging, among others.

LiveAgent

Web-based

Windows

Linux

iPhone

iPad

Android

Freshdesk

Zoho Desk

Intercom

Gorgias

Crisp

Freshservice

JIRA Service Management

Kayako

Salesforce Service Cloud

ServiceNow

Help Scout

tawk.to

Front

HubSpot Service Hub

Small

Medium

Large

Enterprise

Limited mobile functionality

Operations Analyst

The main challenge of this tool is its flexibility as it does not work well with the mobile devices and it is mostly designed to work in desktop and laptops the complete application functions will only in a web browser and this limits it's usability from different parts of the world by different employees

Sales Associate

The mobile app is simply not up to the desktop; at times I was out of the office feeling like I had important functions left without scope.

39% of reviewers feel negative about LiveAgent’s mobile app. Users report that the mobile version lacks many features available on the desktop, making it less effective for on-the-go support. They say the app is clunky, slow, and sometimes crashes, with limited options for responding to tickets or using pre-defined answers. Reviewers mention that notifications can be delayed, and the user experience is not as smooth or responsive as the web version. Many feel the mobile app needs significant improvement to match the demands of modern customer support teams.

Occasional stability and usability problems

57% of reviewers feel negative about LiveAgent’s bugs and technical issues. Users report experiencing periodic crashes, slowdowns, and glitches that disrupt their workflow. They mention problems with the user interface, such as outdated design and conflicting shortcuts, as well as issues with data loss and lack of recovery options. Reviewers say these technical problems can be frustrating, especially when providing real-time support, and often require restarting the application. Some indicate that system outages and high resource consumption further impact reliability and efficiency.

Unified social media management

96% of reviewers feel positive about LiveAgent’s social media integration. Users say this feature lets them manage customer inquiries from multiple social platforms, email, and chat in one centralized location. They appreciate not having to log into each social network separately, which saves time and ensures no messages are missed. Reviewers indicate that integrating all channels streamlines communication, improves response times, and boosts customer satisfaction. They find it especially valuable for businesses targeting younger audiences who use social media daily, and for teams needing to monitor and reply to all social interactions efficiently.

Intuitive and accessible interface

Assistant Services Manager

I like how easy it is to implement when you need something that is simple, we needed something that would be easy to train our student staff on and my staff understood the platform right away because it was easy and simple to navigate.

94% of reviewers feel positive about LiveAgent’s ease of use. Users find the interface intuitive, user-friendly, and easy to navigate, even for those without technical expertise. They say setup is straightforward, training new staff is simple, and daily operations are efficient. Reviewers appreciate that all communication channels and information are accessible from one hub, making task management and ticket handling practical. They indicate that the platform’s design reduces the learning curve and allows teams to focus on customer service rather than struggling with complex software.

Comprehensive customer support tools

Account Manager

Also, it makes it possible for you to deliver quality and satisfying customer support to your customers through multiple support channels ensuring total customer satisfaction at any given time.

94% of reviewers feel positive about LiveAgent’s customer support capabilities. Users appreciate having all support channels—live chat, ticketing, knowledge base, social media, and call center—unified in one platform. They say this centralization streamlines workflows, prevents missed inquiries, and allows for real-time responses. Reviewers value the ability to analyze customer interactions, automate responses, and provide personalized support. They find these features help improve customer satisfaction, increase productivity, and strengthen relationships. Many mention that having access to customer history and analytics enables them to resolve issues more efficiently.

Administrative Manager

It’s a reliable tool that brings all customer communication into one place, which makes daily tasks much easier. While there’s a bit of a learning curve and the interface can feel busy at times, once you get used to it, it really helps streamline support and improve response times.

Business Development

LiveAgent centralizes chats and tickets, fast live chat, easy tracking, and helpful automation that saves time and keeps support organized.

IT Associate

LiveAgent is a very helpful in customer support platform, as it allows various communication channels such as email, live chat, social media, and calls into one place dashboard.

President

Several other things don't work well - it loses the connection very easily, sometimes causing a complete loss of what you were doing, and merging tickets is a pain compared to Freshdesk, where all you had to do was click on the tickets you wanted to merge and selecting "merge."

Co-Founder

LiveAgent brings all our communication channels together in one place. Whether a customer reaches out via email, live chat, phone, or social media, everything lands in a single inbox.

LiveAgent can feel slightly overwhelming at first due to its many features, the interface could be more modern, and some advanced integrations and customization options are limited compared to higher-end CRM tools.

Article assistant

You get a wide range of features—ticket management, live chat, email integration, and automation—without needing multiple tools.

Management Assoicate

New agents or non-technical teams often need some time (and sometimes training) to fully understand where everything is and how to configure things like automation rules, workflows, or custom ticket setups effectively.

It's a bit buggy, and some things are just plain stupid - eg, you can only have one window open at a time, which makes using 2 screens to compare notes from one ticket to another impossible, for instance.

Discharge Planner

LiveAgent is a comprehensive customer support program that allows me to connect with patients via live chat, email and phone thus resolving and booking their appointments rapidly.

Customer Care Manager

Self-management capabilities. When launching a new country or brand, we can easily connect an email inbox, set up departments, templates, IVR, and even phone numbers ourselves – without needing any support from LiveAgent or our IT team.

Community manager

Excellent customer support tool with tickets support, tracking, multiple agents / accounts, all you need for your business!!!

Founder’s office

Easy-to-use interface, fast ticket management, and powerful automation that helps teams respond to customers quickly.

sales representative

I use the solution to provide real time customer support with our customers through the website and has helped us stay helpful and productive

What I liked least about LiveAgent is that the interface can feel a bit cluttered at times, especially when handling multiple tickets.

Designing Head

Our team uses this platform for conducting live events and customer support with the help of email and chats.

Chief Marketing Officer.

The reliability of the platform is also something that we enjoy, it is stable, safe, and constantly enriched with the meaningful improvements. Since the onboarding till the everyday practice, LiveAgent has turned out to be a reliable tool that provides a real value to our customer engagement strategy.

IVR, well-structured and customizable reporting, smooth chat integration and styling, automation, and templates.

Senior Voice Implementation

LiveAgent excels by merging all media channels into one platform, streamlining your entire workflow.

Articled Assistant

It really helps me manage all customer messages in one place, so I do not miss anything. Before it was confusing with emails and chats but now everything is organized.

Administrativo

in the ticket management. When a coworker updates a ticket, it should be put in top of the newest tickets so we can now that there was na update right on the spot.

Support Specialist

There is no board available where I can see exactly which tickets I worked on during the day and how much time I spent on them (I believe this is only available for admin accounts – but this information would also be helpful for basic agents to track their logged time).

We also need to cater all of our customers from a platform, So liveagent helps us in connecting with them and give them proper resolution in real time

Business Development Executive

LiveAgent live chat makes it easy to share information instantly and its performance reports give us helpful insights to improve how we communicate and support our customers.

LiveAgent vs Freshservice Comparison (2026)

LiveAgent

Freshservice

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives