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LiveChat vs Freshdesk Comparison

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Overview

Category Leaders

LiveChat: Loved worldwide! Used by over 27,000 companies! Delivering answers to questions from the customers on the spot....

Category Leaders

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase...

  • 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

16

/user

Per month

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

Starting from

18

/user

Per month

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

User reviews

4.7

1.2K

5

4

3

2

1

849

309

44

7

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

4.5

2.4K

5

4

3

2

1

1,445

847

129

25

14

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

Pros

I love using this software and it's fun to use and see yourself improving your typing skills.

KA

Kheirallah A.

It's a very nice thing to add to your site, it helps for your customers, I used it a few times when I needed help or had questions.

AR

Anonymous Reviewer

Great, very easy, love the platform and customization, it is simple to manage and its also looks very professional.
AvatarImg

Fausto F.

Pros

Freshdesk provides an unrivalled ability to stay on top of client support and issue management. This tool is so far the best in class at supporting our needs in supporting our client base.

AR

Anonymous Reviewer

It helps me solve customers' inquiry and the best benefit that comes from Freshdesk is it's free. Compared to other paid helpdesks, Freshdesk could still really be worth it.

KA

Kemal A.

Overall, Freshdesk is an awesome solution for a tedious task. I recommend it to all my friends in the industry.

AR

Anonymous Reviewer

Cons

They should fix some system problems that occur sometimes and this cuts the connection. We didnt have ant other problem.

AR

Anonymous Reviewer

It created significantly more problems than one would expect at such prices. The system was buggy, call members would drop frequently, and problems persisted in a variety of locations and atmospheres.

JF

Jayden F.

The ticket management seems to be a little confusing sometimes, and sometimes tickets go unresolved from poor notifications.

JS

Jake S.

Cons

We had a lot of employees that would leave and come back, and if you archived the user, it was a bit of an odd way to get them back into the platform, it's doable, just awkward.

CM

Carly M.

Worse, there is no way to discover this until after you've paid and spent time getting everything set up.

AC

Anthony C.

I had to ask for a lot of assistance and spent some time fixing mistakes I have made that could have been easily avoided with a bit more training.

AR

Anonymous Reviewer

  • Vendor responds to reviews
  • Last review4 days ago
  • Vendor responds to reviews
  • Last review5 days ago

Key features

  • Total features68
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Conferencing
  • Contact Database
  • Content Creation
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Dispatch Management
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Response Control
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • FAQ
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Help Desk Management
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbox Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Recording
  • Online Forums
  • Performance Metrics
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Project Management
  • Project Planning/Scheduling
  • Project Time Tracking
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Request Escalation
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Sales Reports
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service History
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Editing
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Virtual Assistant
  • Visual Analytics
  • Website Visitor Tracking
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features121
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Auto-Responders
  • Automated Routing
  • CRM
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Conferencing
  • Contact Database
  • Content Creation
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Dispatch Management
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Response Control
  • Email Templates
  • Email Tracking
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • FAQ
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • Forms Management
  • Full Text Search
  • Gamification
  • Geotargeting
  • Help Desk Management
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbox Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Recording
  • Online Forums
  • Performance Metrics
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Project Management
  • Project Planning/Scheduling
  • Project Time Tracking
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Request Escalation
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Sales Reports
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service History
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Text Editing
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Virtual Assistant
  • Visual Analytics
  • Website Visitor Tracking
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations202
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WooCommerce
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations401
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WooCommerce
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM

User reviews that mention these apps

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

Share this review:

Freshdesk logo

Freshdesk

Using Freshdesk - Garden Tier

Reviewed 2 years ago

So far so good, we went from the trial down to garden tier, I wish IP whitelisting was on this tier also. The LiveChat was quick and easy to use to get the answers needed, although when we were on a trial it did take awhile to get an email back about a question regarding the LiveChat.

Pros

We have moved over from Zendesk, and what is quite refreshing is being able to assign tickets and groups from the main screen. Seems fast and easy to use, and like bulk updating, bulk merging, and being able to select the main ticket when merging tickets is also a good feature.

Cons

You can't open more than one ticket at once on the same page, also the main body of tickets doesn't stretch over wide screen, so you have to scroll on the screen to see if you aren't on card view. Also, IP whitelisting is only on the top tier, I feel this should be a feature available on any. Our LiveChat seems to make multiple account so still not able to link this yet.