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LiveAgent vs HelpDesk Comparison

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Good recommendations?

HelpDesk logo

HelpDesk

4.6

(74)

89pts

Overview

Category Leaders

LiveAgent is a web-based help desk solution with AI features, managing support tickets from channels like email, VoIP, live chat, and social media. Start with a 30-day free trial, no credit card or contracts needed.

Category Leaders

HelpDesk is an online ticketing system that simplifies your customer service efforts. Delight your customers with excellent support, and resolve tickets faster. Personalised messages will increase your customer satisfaction.

  • 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

29

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.7

1.6K

5

4

3

2

1

1.1K

408

43

6

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

4.6

74

5

4

3

2

1

52

14

6

1

1

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

Pros

It's a powerful, elegant and quite complete helpdesk/live chat/ticket handling solution. It has a very complete free tier and powerful (if expensive for us) premium features.
Their CS is super responsive and helpful. Easy to set up, value-cost is off the chain and has the all the right functionalities I needed.
You can largely set it up yourself which is always a good sign. There is good separation of modules which allows you to grow into greater use of the system one piece at a time.

Pros

I overall love helpdesk. It is very easy to use and i love it better than other things we have used for emails.
It's easy to set up, admin and configure to your needs. The great benefit is integrating with other apps from LiveChat to expand or minimize your customer experience down to your needs.
We care about the individual approach to the customer, and HelpDesk supports us in this. Thanks to the teams, the customer can be assigned to the appropriate department.

Cons

Okay, but the UX is atrocious. Out of all the other helpdesk solutions I have used, LiveAgent is by far the most frustrating to set up and navigate.
The knowledge base is ugly which makes it ugly old website. As mentioned earlier it has an overwhelming amount of features which means a little learning curve.
Before I had to answer emails, social network separately and this was lost throughout the conversations which made the support very flawed and annoying.

Cons

There is an obvious lack of control over training, nuances can be lost. Customers may find it too impersonal.
Emails get caught in Spam sometimes when they aren't spam.
Also we lack of analysis data, we cant know which our selling products receive most tickets.
  • Vendor responds to reviews
  • Last review11 days ago
  • Vendor responds to reviews
  • Last review11 days ago

Key features

  • Total features177
  • AI/Machine Learning
  • 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
  • Complaint Monitoring
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • 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
  • 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
  • IVR
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • 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
  • Prioritization
  • Proactive Chat
  • Procurement Management
  • Progress Tracking
  • 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
  • Shared Inboxes
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Softphone
  • 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
  • Visual Analytics
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • WYSIWYG Editor
  • Website Integration
  • Widgets
  • Workflow Management
  • Total features76
  • AI/Machine Learning
  • 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
  • Complaint Monitoring
  • Compliance Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • 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
  • 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
  • IVR
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • 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
  • Prioritization
  • Proactive Chat
  • Procurement Management
  • Progress Tracking
  • 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
  • Shared Inboxes
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Softphone
  • 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
  • Visual Analytics
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • WYSIWYG Editor
  • Website Integration
  • Widgets
  • Workflow Management

Integrations

  • Total integrations145
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations11
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

Alternatives

Explore similar apps

JIRA Service Management
Intercom

User reviews that mention these apps

AvatarImg

Verified reviewer

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

LiveAgent logo

LiveAgent

It was quite easy to get it up and running. The few problem we had were solved within minutes!

Reviewed 7 years ago

Easy to use helpdesk!

Pros

It's great to have an anmost out-of-the-box helpdesk solution without having to do too much configuration stuff. We came from an outdated ORTS system that was way to complicated for what we are using the software for! Thanks for the great work!

Cons

We'd like to see email notifications also for logged in agents without having to setup automation tasks to achive this!

FI
AvatarImg

Felix I.

Leisure, Travel & Tourism, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveAgent logo

LiveAgent

Perfect for us

Reviewed 6 years ago
Pros

Easy to set up Easy to work with it Very clear instructions Mobile application to use anywhere. We can answer and manage requests from anywhere with few clicks

Cons

Would be nice to have more options for helpdesk page Not possible to integrate the helpdesk page into your website visitors are redirected to portal Pre-definied answers are not available into the mobile app.

AvatarImg
AvatarImg

David C.

Information Technology and Services, self-employed

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

LiveAgent logo

LiveAgent

Great Software - takes a while to learn

Reviewed 6 years ago
Pros

Great helpdesk ticketing solution - built in live chat also - does everything you need!

Cons

Live Agent is great software - but as I said in the title, it does have a bit of a learning curve -spend and afternoon dedicated to it and you will be fine

ss
AvatarImg

sivasuriyar s.

Education Management, 51-200 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

LiveAgent logo

LiveAgent

User Friendly Platform

Reviewed 5 years ago

we are using this platform to helpdesk management and SLA and Chat also.

Pros

Easy to manage and secure platform. we are using this one for our centralized helpdesk management system

Cons

Customizations need to improve and Multi languages also.

Vendor response

Hello sivasuriyar, thank you very much for your feedback. We appreciate it :) Have a nice day.

AvatarImg

Verified reviewer

Computer Software, 11-50 employees

Used monthly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

LiveAgent logo

LiveAgent

Really powerful helpdesk solution

Reviewed 6 years ago
Pros

LiveAgent is a single solution that covers the entire gamut of customer support. It sure beats having multiple vendors with overlapping features.

Cons

It is hard to onboard. Because it covers so much stuff for helpdesk software, there's a lot to setup.

AvatarImg

Verified reviewer

Marketing and Advertising, self-employed

Used monthly for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

LiveAgent logo

LiveAgent

Fully stacked customer helpdesk system

Reviewed 2 years ago
Pros

The most impressive feature for me is the ability to setup a comprehensive IVR telephone system for a few pounds per month. Using a twilio account and some simple IVR code, you can have a full digital phone answering system with departments, voicemail and forwarding.

Cons

The backend interface is dated compared to other helpdesk apps and the livechat feature would benefit from some modernising.

Vendor response

Hello There! Thank you for your awesome review! :) Glad to see that you are putting LiveAgent's IVR function to work. We are constantly working on updates in terms of UI which we hope to roll out soon. - LiveAgent Team

MA
AvatarImg

Matheus A.

Marketing and Advertising, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveAgent logo

LiveAgent

Amazing experience. All-in-one dashboard make everything easier!

Reviewed 7 years ago

Easy to manage multiple requests, and multi-channel support.

Pros

1. Easy to setup 2. Easy to manage multi-channel (i.e Email, Facebook, Twitter) 3. Easy to get calls from Voip 4. Postpone tickets (yeah, this is amazing!) 5. Fast support

Cons

No cons until know. And I'm just like to have more tools/options to edit front-page of the helpdesk.

PY
AvatarImg

Poonam Y.

Information Technology and Services, 11-50 employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

LiveAgent logo

LiveAgent

Best Helpdesk Tool- LiveAgent

Reviewed a year ago
Pros

This is the tools which has many features in one platform and tools like Helpdesk, IT Management and ITSM Tool, Ticketing uses and IT Asset managements. It helps to manage and active users for LiveAgent.

Cons

This is completely awesome product for Helpdesk and collaborations management it also helps to manage IT assets and inventory platform.

Vendor response

Thank you for your insightful review about LiveAgent. It's great to hear that the inclusive features of our platform, including Helpdesk, IT Management, ITSM Tool, and Ticketing, are positively serving your needs and aiding in the management of active users. Your positive feedback about our product's capabilities in Helpdesk and collaboration management, as well as in IT asset and inventory management, is highly appreciated. We value your perspective and it drives us to persistently strive towards enhancing our service quality. Best Regards, The LiveAgent Team

AvatarImg
AvatarImg

Kay S.

Individual & Family Services, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveAgent logo

LiveAgent

Great product

Reviewed 6 years ago

I've been using them for a short time but from what I've tested I like it so far.

Pros

I love being able to use this in a similar fashion to intercom, as well as a helpdesk.

Cons

No native intergration to ActiveCampaign

JM
AvatarImg

Jose Mario P.

Electrical/Electronic Manufacturing, 201-500 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveAgent logo

LiveAgent

We have solved our customer service issues with Liveagent, it's a great solution

Reviewed 7 years ago

I can provide with my customers a simple way to provide feedback using the helpdesk solution.

Pros

I like the variety of suscription options with great features. Its great to have significant discounts in our account, that provide us with flexibility to add more agents in the future.

Cons

it would be great to have a granular set of permissions so we can decide which features put available to admins. I would like more activity logs and emails, for example I add agents and I dont receive the notification via email. I would like a reseller console so we can manage the solution on behalf of aour customers.

AvatarImg

Verified reviewer

Internet, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveAgent logo

LiveAgent

Fully-featured help desk software

Reviewed 5 years ago

Liveagent is a robust helpdesk ticketing system. I love the ability to create multiple departments for different products.

Pros

I use Liveagent to create support desks for multiple products. The software works without any issues when it comes to a fully-featured help desk ticketing software.

Cons

I wish the UI would be more modern though this is not a big issue. The livechat feature is not good with limited options so I'm using another tool for livechat

Vendor response

Hello, thank you very much for nice feedback. We appreciate it :) Have a nice day.

AvatarImg
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Lewis H.

Music, 201-500 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveAgent logo

LiveAgent

Good helpdesk software

Reviewed 6 years ago

Offers a fantastic helpdesk solution at a reasonable price, packed full of features that help manage customer expectations

Pros

As a basic helpdesk software solution this has everything you need Where it gets really advanced is when you integrate it with VOIP, although this comes at a cost Being able to create IVR routes and link calls to tickets is a really standout feature and allows you to capture more than just written communication with end users which is a real benefit for a holistic approach to support Basic accounts without VOIP functionality are good value for money

Cons

Expensive if you require more than just a basic account

BW
AvatarImg

Bernie W.

Information Technology and Services, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveAgent logo

LiveAgent

Brilliant helpdesk with great options

Reviewed a year ago
Pros

LiveAgent guarantees customer satisfaction with its state of the art helpdesk and call center. It's a must have for all organizations.

Cons

I am thoroughly enjoying its usage and do not see any issues for now.

Vendor response

Hey Bernie, your review brightened our day! And how great it is to hear you're not facing any issues! It's one of our main goals to make your life as easy as possible. We appreciate your praise and are grateful you took time to share these kind words. Here's to continuing to satisfy customers together! :) - LiveAgent Team

SM
AvatarImg

Stefan M.

Computer & Network Security, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveAgent logo

LiveAgent

Easy to use, simple design, great support!

Reviewed 7 years ago

Everything combined in one product!

Pros

Customer ticket support, knowledgebase, helpdesk webpage easy to design and an extensive agent menu combined in one software, nothing more to say!

Cons

No cons were added to this review

JJ
AvatarImg

Justin J.

Information Technology and Services, self-employed

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

LiveAgent logo

LiveAgent

Feature-rich Helpdesk on affordable pricing

Reviewed 3 years ago

Quite happy. Feature-rich and affordable pricing with many integrations. Couldn't expect more.

Pros

Many Integrations. Good tracking system. Detailed analytics. Gamification. Very pleased to get Live Chat, Ticketing, Helpdesk with Video Call at a very reasonable price.

Cons

Need better UI and friendly interface. Mobile apps has very minimal functions, need serious improvement.

Vendor response

Hi Justin! Thank you for your feedback. We are working on adding new integrations as well as updating our backend UX/UI. We'll make sure that the word gets out once it's done! :) - LiveAgent team

AvatarImg

Verified reviewer

Computer & Network Security, 10,001+ employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

LiveAgent logo

LiveAgent

Live Agent

Reviewed 2 years ago

Overall experience is good with this software.It is very powerful tool for helpdesk for Ticketing.i would recommend to use this software.

Pros

It is a very powerful elegant helpful for help desk live chat ticket handling solution for the all help desk query. It has a very compete powerful feature for Ticketing tool for Ticketing tool.I loved this software.

Cons

I do not find any cons for this software.overwall personnel is good.In my opinion it is very useful and powerful tool for helpdesk.No dislike for my side.

Vendor response

Hello there! :) Thanks for leaving a review for LiveAgent! We're thrilled to hear that you've had a good experience with our software. We know how important it is to have a powerful and reliable tool for helpdesk ticketing, so we're glad we could deliver that for you. Thanks for your recommendation to others, it means a lot to us! - LiveAgent Team

AvatarImg
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Mayank W.

Information Technology and Services, 51-200 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

LiveAgent logo

LiveAgent

Live agent

Reviewed 6 years ago
Pros

Good software for love chat and support can also be used as helpdesk moreover it is being used by very popular companies in the market

Cons

I haven't found any cons as far as the trial period is concerned it should be of at least a month

AvatarImg
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Kagisho M.

Retail, 201-500 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

LiveAgent logo

LiveAgent

Live Chat Agent

Reviewed a year ago

Live Agent is user-friendly even for less experienced users. They don't have to worry about using the tool instead the system improves overall customer experience.

Pros

Features of Live Agent has reliable helpdesk solutions, with this kind of customer service organizations will surely improve their workflow efficiency and improve customer satisfaction.

Cons

It is good to technology improving people's lives, but one thing that must not be forgotten is that the same people using technology have feelings, they need someone with compassion, sense of humor and true feelings. Sometimes LiveAgent fail to cover human emotions.

Vendor response

Hey there Kagisho, Appreciate your thoughtful insights. You nailed it about our reliable helpdesk solutions being a driver of workflow efficiency. Also, with LiveAgent we strive to keep things straightforward so you and your agents can focus on winning over hearts of your customers. Touching on your thoughts about the human connection, we couldn't agree more. At LiveAgent, our tech is all about support, but it's our people-powered team that continues to put the 'live' in LiveAgent. Our customers chat with real humans, not robots. We strive to balance tech efficiency with hearty laughs and empathy :) - LiveAgent Team

DM
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Dickson M.

Computer & Network Security, 1-10 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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LiveAgent

Live agent review

Reviewed 2 years ago

They have really helpful and quick customer service. Setup is simple, value-cost is insane, and it offers all the functionalities I required

Pros

It is an effective, stylish, and comprehensive help desk/live chat/ticket handling solution. It contains robust (albeit pricey for us) premium features in addition to a very full free tier.

Cons

Alright, but the UX is terrible. LiveAgent is by far the most difficult to set up and use of all the helpdesk programs I have used.

Vendor response

Hi Dickson, Thank you for taking the time to leave a review! We're glad to hear that you think our app is effective and that you find our customer service helpful. We strive to provide the best support possible, and we're happy to hear that we've been successful in that regard. Sorry that you found the UX to be difficult to use though. We'll definitely take that into consideration and try to improve it in future updates. Thanks again for the feedback - LiveAgent Team

JR
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John R.

Computer Networking, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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LiveAgent

My LiveAgent Review

Reviewed 4 years ago

They are a great company to partner with for Ticket Management. They have very good technical support.

Pros

Creating tickets using our own domain emails. The options to brand the system to manage your site and logos.

Cons

The knowledge base helps us provide support to others. The design of the helpdesk is a little older looking, but I'm sure they will update this.

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Shivendra G.

Food & Beverages,

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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LiveAgent

Great helpdesk and chat support tool

Reviewed 6 years ago
Pros

LiveAgent is a great tool which helps companies with better customer engagement through live chat and helpdesk service. The product is very convenient to use.

Cons

This is a great product which has most of the required features. There is nothing which we do not like.

DL
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Damian L.

Used monthly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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LiveAgent

Very easy to use. Perfectly helped us to manage all incoming requests from customers via e-mail

Reviewed 7 years ago

Altogether, I would recommend LiveAgent to anyone who is looking for a good and easy-to-use helpdesk software. Keep up the good work!

Pros

bulk editing of multiple fields in ticket; list contains multiple filters; possibility to assign Pause status; display of number of assigned tickets in tabs; establishing Call-center based on Twilio;

Cons

Ticket list in Live Agent has two views: standard with a list of filters, and alternative with faster ticket editing. This reminded me of Apple Mail.app as it displays letters in a similar fashion. I couldn't configure columns to be displayed in the list and it looks like there's just no way of doing that.

JA
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Jan A.

Media Production, 1-10 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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LiveAgent

Probably the best helpdesk platform on the market!

Reviewed 8 years ago

We started because we needed a chat and are now using LiveAgent for our entire customer support. E-mail, Phone, Chat, Internal tickets, Helpdesk.

Pros

First of all their support is superior all other businesses we have had contact with. A pro is also new functions in the new updates

Cons

I would like to have had a better manual in the beginning. Instead I was stalking customer service. But they where patient and very helpful.

Vendor response

Thank you Jan for your nice words about LiveAgent.

RP
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Rafael P.

Information Technology and Services, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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LiveAgent

LiveAgent as a live chat service

Reviewed 3 years ago

We loved it's appearance, it's integration with our internal systems (not so easily done), but we hope you could improve desktop notifications.

Pros

It's a powerful, elegant and quite complete helpdesk/live chat/ticket handling solution. It has a very complete free tier and powerful (if expensive for us) premium features.

Cons

It doesn't have a desktop app and the browser notifications do not meet our expectations since we need assurance that not a single message is leaved unanswered.

Vendor response

Hello Rafael! Thank you for your review. We are happy to see that LiveAgent has became your help desk solution. As of now, we're a web based solution, however we take notes on any improvements that can be made in terms of notifications. - LiveAgent Teams

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Abhishek P.

Computer Software, 10,001+ employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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LiveAgent

Best Customer HelpDesk Management Application

Reviewed 2 years ago

Overall the Software helps in mangaing all customer service realted queries over a inbuild call center and its documentation could have been better and easier to understand.

Pros

Liveagent is one of the best Helpdesk management software. One of the best feature is realtime live-chat which helps in resolving all the soltuions in real-time and more efficiently.

Cons

One of the con is that we should be able to upload a image of our choice in the header so that we can make it more intiuitive to the cutomers.Some of the SLAs setup could have been better as it confuses most of the time.

Vendor response

Hello Abhishek, thanks a lot for your kind and honest review. I am excited to hear that you have been able to handle your customer communication more efficiently using LiveAgent :) I am sorry to hear that the SLAs seem a bit confusing to you but please know that you can always reach out to our technical support via chats on our website. They will be happy to navigate you either through our knowledge base or through the setup itself :)