LiveAgent Features

LiveAgent

Great customer service starts with better help desk software

4.64/5 (424 reviews)

LiveAgent Feature Summary

  • Multichannel support
  • Help center
  • Suggestions
  • Hybrid tickets
  • Departments, tags and filters
  • Live chat
  • Knowledge base
  • Feedback management
  • Time tracking
  • Gamification
  • Custom ticket fields
  • Spam filters
  • Drag-and-drop file attachments
  • Email notifications
  • Video calls
  • Call recordings
  • Automatic call routing
  • Analytics
  • SLA management
  • Customer forum
  • Automatic ticket distribution
  • Ticketing system
  • Audit log
  • File sharing
  • Ticket export
  • Ticket & chat satisfaction surveys
  • Real-time visitor monitoring
  • IVR system
  • Search & replace
  • Time & event-based automation rules

LiveAgent Features In Depth

Ticketing

LiveAgent transforms every communication that comes into an organization into an active “ticket.” Tickets serve as communication threads between customers and support agents. They include all emails, live chats, phone calls, Facebook messages, and tweets, along with internal notes and other types of data related to the customer.

When customers contact your company, their communication is automatically transformed into tickets, each with its own reference number (ID). You’ll receive notification when new tickets have arrived, and you can login to the LiveAgent platform to communicate the status of the issue or request. As this status changes, you’ll move the ticket through the lifecycle, from “New,” to “Open,” “Answered,” “Resolved,” or “Postponed.”

Ticket Distribution

Automatic ticket distribution ensures that all support agents receive optimal load, and certain agents are being given more work than they can handle. LiveAgent’s software can be customized to define how many tickets, chats, and phone calls individual support agents should receive in a given period of time. The software will then take these rules into account when routing tickets and automating phone duties.

Based on the rules your organization has setup, LiveAgent will distribute tickets evenly within your team. It may also assign tickets to specific agents based on ticket parameters, like events or topics. If you are assigned a ticket that you cannot resolve, LiveAgent will allow you to change the ownership of the ticket to a different department or agent.

Customer Portals

Built-in support portals are the ultimate resource for customers. Businesses will appreciate the added tools for collecting feedback, spurring ideas for future development, and supporting customers 24/7. Designed to include knowledge bases, forum posts, and customer feedback, Customer Portals serve as an information hub when agents aren’t online.

Customize your own customer portal to fit in with the look and feel of your business website, including any company branding elements you have in place. Once your portal is up and running, with a robust knowledge base and community for customer interaction, you’ll be able to support customers even when your agents are offline.

Build-In Live Chat

Unlike other help desk platforms, which require businesses to rely on third-party chats, LiveAgent has developed its own built-in solution. The ability to chat live with customers in real-time is an important part of LiveAgent’s platform.

Adding a live chat feature to a website provides real-time convenience to customers, and it can also increase leads and sales by providing customers with immediate access to answers in the moments before they decide whether to click “Buy.” LiveAgent’s live chat feature saves telephone support costs and enables agents to support more customers at once, since multiple chats can be run simultaneously.

Reports

Businesses can’t improve on the customer service they currently offer without the types of detailed analytics that LiveAgent provides. Inside the Reports tab, agents can find everything from usage statistics and performance reports, all the way to customer satisfaction ratings and outgoing messages, chats, and calls.

Use LiveAgent’s analytics to improve the service your support team is offering to clients and customers. Reports can quickly be filtered by channel, tag, or agent, allowing you to see which of your employees has the highest overall performance rating. Reports can also be filtered by date, which is helpful when evaluating how your company’s satisfaction rates have changed over time.

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (137 other apps)
Activity Dashboard (59 other apps)
Automatic Notifications (63 other apps)
CRM Integration (54 other apps)
Chat (136 other apps)
Contact History (55 other apps)
Customizable Branding (57 other apps)
Email Integration (62 other apps)
Instant Messaging (71 other apps)
Knowledge Base (85 other apps)
Monitoring (58 other apps)
Multi-Channel Communication (59 other apps)
Prioritizing (53 other apps)
Real Time Monitoring (48 other apps)
Reporting & Statistics (71 other apps)
Social Media Integration (57 other apps)
Surveys & Feedback (60 other apps)
Third Party Integration (71 other apps)
Ticket Management (50 other apps)
Workflow Management (47 other apps)

Competitor Feature Comparison

Mobile apps

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LiveAgent Feature Reviews

25 reviewers had the following to say about LiveAgent's features:

Arnas Kazlauskas

Improves efficiency dramatically

2017-03-29

UI is intuitive, easy ticket sorting and tagging, everything is customizable, bugs are fixed quickly, support is fast.

Pros

Intuitive User Interface, live chat works flawlessly, lots of customizations, "To Solve" button saves so much time, chat between agents lets to communicate easily, social media integration.

Cons

Search could be improved, LiveAgent mobile app could show agent statistics

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering LiveAgent

Make sure you customize LiveAgent to suit your needs, create a lot of canned and predefine messages, adjust ticket priority.

Source: Capterra
Helpful?   Yes   No
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Merkys Maliukevicius

The best Customer Service Support Desk in the market

2017-03-24

Automated ticket responses, API integration and it saves loads of time!

Pros

Automated Ticket responses Live Chat Powerful API

Cons

There was a small problem with Live Agent API structure.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Tony Phan

An easy & effective way to enhance customer satisfaction

2017-05-17

It helps me to monitor my live-chat agent performance easier and faster.

Pros

The social media linking ability is one of the best features.

Cons

At first, it seems difficult to link all the social accounts, emails, and live-chat together.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
Patent Attorney (Legal Services company, myself only employees)
Verified Reviewer

Live chat solution hosted on own server

2015-12-14

We have been looking for a flexible live chat solution to advice visitors that arrive at our website.

Pros

Bundle different helpdesk channels in Live Agent: Live chat, e-mail support, knowledge base, customer portal, ticket system.

Cons

However, an external ticket system may poll tickets from Live Agent via REST-API calls so that an interface may be built.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
Helpful?   Yes   No
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Renato Cukier

Verified Reviewer

Excelent customer support platform

2016-06-22

We use Live Agent for more than one year and we are very satisfied, the cust / benefice is excellent. All messages sent by e-mail, website forms and facebook are sent to Live Agent platform and then my team will answer.

Pros

- Excellent cost / benefits for small business - Easy interface - Integration with Facebook - API for development - Self Service Setup

Cons

- Could have integration with more social networks than Facebook and Twitter - Better mobile interface

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
0 of 1 people found this review helpful
Helpful?   Yes   No

Response from Quality Unit


Thanks Renato for your time writing this LiveAgent review. We'll definitely improve the mobile interface.

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Sergey Vasilenko

I like Live Agent as a product and environment for the work of the support team.

2017-03-21

Pros: easy-to-use and simple interface flexible test system and automation good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect) Help Desk, online chat, ticket system for users and knowledgebase in one place mobile app What could be improved: poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market.

Pros

easy-to-use and simple interface flexible test system and automation good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect) Help Desk, online chat, ticket system for users and knowledgebase in one place mobile app

Cons

It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype add an opportunity to specify links in the additional field of the ticket, not only text expand chat settings (set animation as optional, personally I would like to disable it)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10

Recommendations to others considering LiveAgent

We've been working in Live Agent for over a year and don't consider changing the platform, we're more than satisfied with it. Good luck to the Live Agent team with the development of the product!

Source: Capterra
Helpful?   Yes   No
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Keisha Russell

It was pretty easy to set up, customize and navigate the dashboard.

2018-07-18

Pros

It's super helpful to have the brief contact profile and related messages handy to improve context for chats.

Cons

I wish there was more social integration for other social media inboxes like Instagram, Twitter...etc.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
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John Thomas

Verified Reviewer

Fantastic multiple channel customer service automation application.

2018-08-06

Pros

The application is integrated with most of the social media sites.

Cons

Bugs encountered while you use the mobile application makes it slower than usual.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: GetApp
Helpful?   Yes   No
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Lee Robins

Fantastic value for money helpdesk with powerful features

2016-08-09

Particularly like the postpone feature as we can ensure that staff always follow up on issues that require further review.

Pros

Easy to use, postpone ticket feature, inbuilt live chat, customisable for multi brands, reports, value for money

Cons

Mobile app is a bit dated and lacking in features.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering LiveAgent

If your looking for a great value helpdesk for email, live chat, internal IM, call centre then i would strongly recommend giving Live Agent a try.

Source: Capterra
Helpful?   Yes   No

Response from QualityUnit


Thanks Lee for your feedback. LiveAgent mobile app will be updated soon :)

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Peter Herre

Comprehensive all-in-one helpdesk solution with live chat ability

2015-12-14

Pros

Even if one operates a ticket system and only needs a live chat extension, the live chat provided by Live Agent can be integrated into an external ticket system by means of REST API calls. Great software that is constantly improving with a development team that is listening to the feedback of their customers.

Cons

No specific interface to integrate with the Odoo ERP solution.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Likelihood to recommend

10/10

Recommendations to others considering LiveAgent

If you already operate a ticket system, consider a proper integration of a separate live chat or helpdesk solution into your existing business environment to avoid a plurality of systems to be operated in parallel.

Source: Software Advice
Helpful?   Yes   No
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Gilbert Paquin

I realy love this product, this simplify my work every day

2016-12-14

I love the simplicity of tools, management of tickets, the possibility of integration with livechat and a call center.

Pros

I love the simplicity of tools, management of tickets, the possibility of integration with livechat and a call center

Cons

I find disappointing mobile application, it is unfortunate that it does not support messages in HTML format

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Web Owner

Awesome System & Support

2013-10-31

Live Agent is a multi-channel ticket, chat, knowledge-base, F.A.Q., forum system.

Pros

Modern & Up-to-Date UI Built with latest technology All channels in ONE area

Cons

Email Pipping - Time Out (will be fixed by tech support) Have not tried FB or social connections

Source: GetApp
5 of 5 people found this review helpful
Helpful?   Yes   No
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Sheldon Reich

LiveAgent Helps Us Project Our Web Presence

2016-08-09

We use LiveAgent for two purposes: as a web site chat channel and as a tech support trouble ticket tracking system.

Pros

It is very powerful and includes features (such as integrated email) that would require integration if they were not included.

Cons

I wish you could create multiple admins or even better a billing contact so the site admin would not have to forward invoices that should go to the billing contact.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering LiveAgent

It has never failed us. The service is rock solid and our customers prefer to use the chat channel as opposed to calling and waiting on the phone queue. We are really very happy with the LiveAgent solution.

Source: Capterra
Helpful?   Yes   No

Response from QualityUnit


Sheldon, thank you for your positive comment and suggestions. We appreciate it.

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Yisrael Segall

Got basically everything I need in one place

2018-06-17

Centralised workflow. Easy to use interface.

Pros

- everything in one place - customer service is amazing - incredible amount of functions for automations - incredibly user friendly interface - customisable reports - very useful reports - time tracking - priority management and custom SLA agreements

Cons

- they don't have business hours for chat - no sending support for email aliases, meaning if I have a main email with multiple aliases, I can't send from those aliases - no automations for contacts - can't clone automations - can be a little slow to load - can't open multiple tabs

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Matthias Van Woensel

Not the cheapest solution around, but probably one of the best.

2017-04-25

Setting up multiple offices in different countries is now easy, since we can simply create a new department and create a rule that will automatically assign tickets based on the country/language.

Pros

Phone integration Chat integration (internal and customer chat) Departments Cloud based (works on mobile as well)

Cons

Short cuts in rich text area are conflicting with the ones in the application

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Sarune Saulyte

Excellent

2017-03-28

Now, when social media is so popular, people often contact you with their questions and needs via social platforms.

Pros

Social media integration, Easy-to-use interface.

Cons

no major cons.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
CEO & Director (Information Technology and Services company, 11-50 employees)
Verified Reviewer

Well Planned Customer Support System

2016-01-12

We extensively use the LiveAgent Knowledge Base to help our customers find answers to common question.

Pros

Well organised Knowledge base, Easy to customise chat popups, clean & crisp interface

Cons

I wish the support ticket notification email that we receive had more information than just the title of the ticket.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
Read more
nicole swansinger

The reporting is great, and the off line tickets

2018-03-01

Pros

The biggest pros for this software are the chat invitations, Off line tickets, and some good reporting.

Cons

The cons for this software is it needs additional chat invitation options, needs to reach accessibility standards, and additional reporting features to help us integrate the chats with our CRM to reflect dollars.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Boruch Teitelbaum

I have been very satisfied with them meanwhile and they are very affordable

2017-05-02

A multi-channel ticketing software that has a lot of amazing features to better serve my customers and at a very affordable price

Pros

I like that they have all channels integrated into one system and are not charging extra for every tiny additional feature that I want.

Cons

Twilio's integration only went to one department and I wanted to do more stuff than possible with the Twilio integration.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Renato Cukier

Excellent customer service platform

2016-06-22

All support messages sent by e-mail, website forms and facebook are sent to Live Agent platform and then will answered by my team.

Pros

- Excellent cost / benefits for small business - They have integration with Facebook - API for development - Self-Service Setup made the process to evaluate and start using the platform fast

Cons

- Could have integration with more social networks than Facebook and Twitter

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering LiveAgent

Live Agend has all the most important features that we needed with mutch better cost per user comparing to their competitors

Source: Capterra
Helpful?   Yes   No
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Deborah Polydys

Launched LiveAgent & already seeing a drastic improvement in our ability to manage customer service.

2017-11-07

Gives our entire customer service team and management team the ability to manage all of our customer service channels from one dashboard.

Pros

Ability to tie diverse customer service channels (phone, email, social, chat) into one dashboard.

Cons

Waiting on the phone integration, which is not a big deal.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Niels Heijnen

Works well as a ticketing system, improvements still possible

2017-04-21

Works well to document tickets and manage responsible people to take action.

Pros

Good overview of all tickets.

Cons

No integration with Pipedrive CRM

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Nick Vitsinsky

Constantly improving app with an exceptional feature to have it instal

2015-11-25

Pros

Price; Installing on own servers; Customer Support; Additional Plugins; Complex solution for chat, mail, calls (via twilio), social networks(fb, twitter), knowledge base, client base, ticketing system, support portal, forum; Application for mobile platform; Integrations with other services;

Cons

Sometimes slow; Only 2 roles Admin\Agent (no ACL); Sometimes statistic is not correct;

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Likelihood to recommend

9/10

Recommendations to others considering LiveAgent

I've been searching for a complex solution that would cover our company needs (ticketing system, chat, calls, mail, social networks, knowledge base, client base,. Live Agent seemed to be a perfect solution. Especially for it's price-quality-functionality ratio. What I like is that LiveAgent is growing and become better and better. What I wish it to grow faster, as there are still some missing features. Overall I can recommend it! If you are looking for a something that will bring your support on the next level - Live Agent is definitely A MUST GO solution. You will have a service that covers pretty much everything you need like chat, calls, fb, twitter, mail, knowledge base, client base, ticketing system, support portal, forum

Source: Software Advice
Helpful?   Yes   No
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Ka Shin Soon

Although LiveAgent is not cheap but is best.

2018-07-10

We can have all the multi-channels with just one pricing.

Pros

Phone integration with chat. And it works pretty fine.

Cons

Bugs on free version Pay to upgrade On app side there is some feature missing and is a bit dated

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Greg Wolfe

Best Live Chat System Ever

2017-04-21

We've tried so many live chat ticket solutions and finally found a winner.

Pros

Ease of use and training, layout of agent panel, ease of set-up and ease of making changes and price

Cons

You cannot multi-brand the knowledge base.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering LiveAgent

Keep up the great work

Source: Capterra
Helpful?   Yes   No
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