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LiveChat vs HelpDesk 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

HelpDesk is an online ticketing system that simplifies your customer service efforts. Delight your customers with excellent...

  • 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

Screenshots

Pricing

Starting from
$

16

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

4

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

786

285

43

7

2

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

4.5

5

4

3

2

1

20

8

4

0

0

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

Pros

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.
There are a lot of options out there but this is by far the best. Easy to setup, the pricing is fair, and their technical support team is awesome.
I love using this software and it's fun to use and see yourself improving your typing skills.

Pros

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.
Overall, this feature has been super useful to my business, highly recommend.
The experience has been very positive and we will continue to use HelpDesk as we have had many benefits from it.

Cons

They should fix some system problems that occur sometimes and this cuts the connection. We didnt have ant other problem.
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.
The ticket management seems to be a little confusing sometimes, and sometimes tickets go unresolved from poor notifications.

Cons

The spam filter is also quite annoying, while it does block a lot of spam emails, we've missed quite a few non-spam tickets, resulting in upset clients.
About creating password that is most be be problem in this software.
Cannot work without internet and power supply. Mulfunction when there is information overload.
  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last review7 days ago

Key features

  • Total features93
  • "What If" Scenarios
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Archiving & Retention
  • Assignment Management
  • Audit Management
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Batch Communications
  • CRM
  • Call Center Management
  • Canned Responses
  • Case Management
  • Cash Management
  • Cataloging/Categorization
  • Charting
  • Chat Transcript
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Management
  • Complaint Monitoring
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customer Profiles
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable Templates
  • Dashboard
  • Data Visualization
  • Document Storage
  • Email Distribution
  • Email Management
  • Email Response Control
  • Email Templates
  • Email Tracking
  • Employee Profiles
  • Event Triggered Actions
  • FAQ
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • Filtering
  • Forms Management
  • Geotargeting
  • Goal Setting / Tracking
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labeling
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Offline Access
  • Offline Form
  • Performance Metrics
  • Personalization
  • Proactive Chat
  • Quality Assurance
  • Queue Management
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Request Escalation
  • Routing
  • SSL Security
  • Sales Reports
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Third Party Integrations
  • Timeline Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Video Support
  • Visitor Tracking
  • Visual Analytics
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management
  • eCommerce Management
  • Total features64
  • "What If" Scenarios
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Archiving & Retention
  • Assignment Management
  • Audit Management
  • Authentication
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Batch Communications
  • CRM
  • Call Center Management
  • Canned Responses
  • Case Management
  • Cash Management
  • Cataloging/Categorization
  • Charting
  • Chat Transcript
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Complaint Management
  • Complaint Monitoring
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customer Profiles
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable Templates
  • Dashboard
  • Data Visualization
  • Document Storage
  • Email Distribution
  • Email Management
  • Email Response Control
  • Email Templates
  • Email Tracking
  • Employee Profiles
  • Event Triggered Actions
  • FAQ
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • Filtering
  • Forms Management
  • Geotargeting
  • Goal Setting / Tracking
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • Interaction Tracking
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labeling
  • Live Chat
  • Macros/Templated Responses
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Offline Access
  • Offline Form
  • Performance Metrics
  • Personalization
  • Proactive Chat
  • Quality Assurance
  • Queue Management
  • Ratings / Reviews
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Recurring Issues
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Request Escalation
  • Routing
  • SSL Security
  • Sales Reports
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Summary Reports
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Third Party Integrations
  • Timeline Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Two-Factor Authentication
  • Video Support
  • Visitor Tracking
  • Visual Analytics
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management
  • eCommerce Management

Integrations

  • Total integrations198
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • PrestaShop
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations2
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • PrestaShop
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

User reviews that mention these apps

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

Share this review:

LiveChat logo

LiveChat

Great chat feature for the Helpdesk

Reviewed 2 years ago

We are very pleased with how well LiveChat has worked for us and fit our needs.

Pros

We have integrated LiveChat with our ticketing system and we use it very often to solve a number of Helpdesk issues. It's well designed and works great with IOS, Android, PC, or Mac. The pricing is also very reasonable.

Cons

We like to use automated messages and those were not quite right to fit our needs at our Helpdesk.

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

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LiveChat logo

LiveChat

Livechat let us follow web-visitors anywhere on the website.

Reviewed 3 years ago
Pros

Livechat enable us embed a chat window on our website ,which follow web-visitors around when they switch pages ; ensuring we are always available to them. It also gives us a better reach by enabling visitors to our Facebook page ,chat with us directly from Facebook ; without the need of visiting our website.

Cons

Livechat is currently lagging behind under helpdesk programs by its failure to upgrade this program with an audio call or video call feature.

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

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LiveChat logo

LiveChat

LiveChat is helpful for customer care

Reviewed 9 months ago

Overall my experience with LiveChat has been great! I have been able to quickly respond to customers with custom canned replies.

Pros

This product is fairly easy to use and integrate for your business. It has a knowledge base feature and option to chat on demand or respond to tickets at a later time.

Cons

There is a disconnect between LiveChat and HelpDesk - the canned replies have to be entered separately into both locations which causes extra work.

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

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LiveChat logo

LiveChat

Provides live user metrics for helpdesk, but lacks the CRM features of Intercom

Reviewed 2 years ago
Pros

LiveChat increases time-to-response for helpdesk by making it easy for agents to diagnose what visitors are presently doing.

Cons

Unlike Intercom, LiveChat lacks full CRM features and uses a Google Analytics integration.

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

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LiveChat logo

LiveChat

Simply the best software in its style

Reviewed 3 years ago

I think the application is designed mainly for large companies, because for small companies the cost is not justified but the communication between users and support staff has been the best

Pros

It is very easy to use for both Helpdesk staff and users, it is friendly and intuitive. It's easy to find tutorials on the internet

Cons

I can´t think of many things that I don´t like but I would like the application to introduce the phone call option, sometimes it is good to complete the support in this way

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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LiveChat logo

LiveChat

bad ticketing system

Reviewed 5 years ago

All here are talking on Chat feature, that is really nice comparing to available on the earth! It's not the complete solution to customer support requirement. Need to use another helpdesk solution for ticketing and email reply. Ticketing system is really bad, no separate canned reply available, need to use same available in chat. The reply emails can't be customized and very "old n ugly" interface...

Pros

chat is instant, fast reply and appropriate geo-location.

Cons

Ticket system is really need "good modern interface" updation. Customization options are not available for ticket system. Need to work hard on ticketing seriously, comparing to helpdesk, desk.com or groove

Vendor response

I'm sure there are improvements that can be made. Thank you for the detailed review, Manoj. ps. If you are looking for certain canned responses we suggest using a grouping system. Something like a prefix before an initial canned response. t_ (for tickets - #t_sales) and/or c_ (for chats -#c_chats). This way, you will narrow down the list of available tags.

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

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LiveChat logo

LiveChat

Livechat defines simplicity.

Reviewed 3 years ago
Pros

SIMPLICITY : Livechat has a simple and intuitive user environment which makes it easy for new users both on the part of helpdesk agents and web visitors to pick up the workings of the software in a matter of minutes. SOCIAL INTEGRATION : Via Livechats social integration feature ,our users can now communicate with us right from our Facebook fan page. EFFECTIVE CUSTOMER SUPPORT TEAM : Livechats helpdesk support staffs are always eager and available to assist us for everytime we ran into hurdles while using this software . The good part is ,they are available 24 hours a day and they motivate our own helpdesk team to want to do better.

Cons

Livechat does a perfect job .However I have got reservation regarding the mobile app. As it appears to be too simple.Currently ,the helpdesk team can only respond to chats via the app. and for every other need like responding to customer ticket ,checking out agent profiles , checking out website analytic etc user have to login to Livechat from the pc.

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

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LiveChat logo

LiveChat

Great live support software

Reviewed 2 years ago

I worked at salesforce when this was implemented on our helpdesk team. It was a great boon to us, but it did not drive down call volume.

Pros

Allows end users to reach a new venue of support within your organization. In general, technicians can handle more chats than calls so it does serve to lower effort. Easy to integrate into salesforce.

Cons

The software works great, but can cause issues if the staffing requirements aren't also kept up with. In my experience this doesn't reduce call volume, it reduces ticket volume - people who would otherwise4 submit tickets about things that were less urgent will instead chat.

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

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LiveChat logo

LiveChat

Easy and efficient

Reviewed 3 years ago
Pros

I like how easy LiveChat is to use and it didn't take long to figure out the features with ease. We use this as a live chat feature for our Helpdesk and it has greatly improved our efficiency with customer support.

Cons

There's not really much we don't like but sometimes we forget to log out and it creates confusion for students that think there is someone live waiting for their chat response.

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

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LiveChat logo

LiveChat

Livechat integrates with our Facebook brand page.

Reviewed 3 years ago
Pros

I like Livechat's Facebook integration. Courtesy of this ,our customers are now able to communicate with my company's helpdesk team via our Facebook page. Since we began using this feature early in the year ,we have seen a steady increase in the number of customer chats we respond to on a daily basis.

Cons

I will like to see Livechat improve on the Livechat mobile app. My personal opinion is that this app. is way too basic for customer service ,as we are only able to communicate via chat using the Livechat app. For every other thing we need to do on Livechat ,we must do it via the Livechat website.

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

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LiveChat logo

LiveChat

Best helpdesk solution ,money can buy.

Reviewed 3 years ago
Pros

I love the daily chat summary ,which Livechat sends our customer care analysis team ; this summary provides us with details of the helpdesk team for the day. Allowing us know the number of customers who gave us a good rating after a chat ,and the ones who were unimpressed with our performance.

Cons

Inability to respond to web visitor tickets via my Livechat mobile app. is a huge source of concern personally,as an avid lover of Livechat.

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

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LiveChat logo

LiveChat

Makes our customer care efficient.

Reviewed 4 years ago
Pros

Livechat is an efficient software for helpdesk. We use the chat history feature, which backs all previous correspondence we must have had with a customer in time past, enable is to better trace recurrent customer problems, the few times they occur. We have also recently adopted Livechat Not, Botengine and it has only made our work easier, by allowing our customer care team focus on only the problems Botengine cannot handle.

Cons

Livechat need to work on its third party integration capability. Either by sheer coincidence or intentionally, we have been never been able to integrate this with our Salesforce CRM.

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

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LiveChat logo

LiveChat

Simple, effective and dependable.

Reviewed 3 years ago
Pros

Livechat is the best help desk solution for firms and teams out there and this is majorly due to its simplicity and effectiveness.I like the daily reports Livechat sends to our email at the end of every workday ; this has ensured we are updated on the performance of our helpdesk agents for the day. It details the total number of customers we responded to on chat , the percentage of satisfied customers ,percentage of dis-satisfied customers and percentage of customers ,whose chat we missed.

Cons

Inability to respond to tickets opened by our customer via the Livechat smartphone app. is my only reservation thus far with this solution.

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

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LiveChat logo

LiveChat

No Helpdesk solution beats Livechat.

Reviewed 3 years ago

Livechat has helped my organization grow its email marketing list via its integration with Mailchimp. Primarily,Livechat has led to reduced bounce rate on our website and also a faster response time to customer complaints.

Pros

Livechat is the most intuitive Helpdesk solution I have tried.It has got a reliable support team for companies and organizations using it.I like the regular email newsletters sent to users by Olga Kolodynska of Livechat ; these newsletters provides insights into newer ways via which we can maximize Livechat to close more sales ,reduce website bounce rate and increase revenue for my organization. I also like how I am able to respond to tickets opened by our customers by simply replying to the email notification sent by Livechat as against logging into the Livechat interface itself.

Cons

Inability to respond to tickets via the mobile app.At the current time,the Livechat smartphone app. Is only used to chat with web visitors.There is no way to transfer chats ,or even make use of the canned response feature via the Livechat app.

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

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LiveChat logo

LiveChat

The most feature packed support solution.

Reviewed 3 years ago
Pros

Setting up Livechat is as simple as copying the Livechat html code provided to new users during the signup process and pasting into the html section of your website code and you are good to go. Livechat is the most feature packed helpdesk support solution out there .It integrates with the most popular CRM solutions out there like Salesforce and Microsoft dynamics. I like how every chat conversation between support agents and web visitors are archived for future referencing. The sneak peek feature puts support agents one step ahead of website visitors ,by letting them see real life what a visitor is typing ; even before it is sent.

Cons

I dislike how basic the Livechat mobile app. is ,only allowing chat conversations between agents and website visitors. Also we are unable to delete message archives ,except we contact Livechat and they delete it from their end.

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

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LiveChat logo

LiveChat

Pace-setting customer support team.

Reviewed 3 years ago
Pros

CHAT TRANSCRIPTS - Livechat backs up every message conversation between the helpdesk team and visitors to our website .Ensuring we are able to generate data from these conversations or do reviews of our customer care team by simply going through past conversations. Also web visitors are also able to automatically get the chat transcript sent to their email address. VISITOR BANNING - Livechat provides us with the means to ban provocative visitors on our website for a number of period. CUSTOMER SERVICE - It has a 24/7 customer support team ,who are always available to assist users and whom I rate as amongst the best in the software industry.

Cons

Livechat so much does a perfect job for me that in my over one year access to this software ,there has been no complaint.

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

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HelpDesk logo

HelpDesk

Better than others I've used

Reviewed a year ago
Pros

I used to use LiveChat ticketing but it wasn't mobile friendly.

Cons

+ Doesn't have direct integration with ChatBot. + No smileys when replying to tickets.

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

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HelpDesk logo

HelpDesk

Better than the rest!

Reviewed 2 years ago

We've used Salesforce Service Cloud, Zendesk, Groove and a slew of others. The team at Helpdesk has built a functionally rich solution that doesn't require a degree to understand how to operate. We're able to manage tickets in a clean and visually minimal environment and get information without needing to execute multiple clicks. Definitely recommend this solution for teams of all sizes.

Pros

Super easy to get up and running and start managing customer support inquiries. The support team at HelpDesk is very attentive in addressing any questions.

Cons

Tighter integration with LiveChat when we selected the software would have been great, but that has since been rolled out.

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

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HelpDesk logo

HelpDesk

Superb Product but lacking some features

Reviewed a year ago
Pros

It's easy to understand and aesthetically pleasing to work in.

Cons

It lacks some of the more advance features that more mature Helpdesk solutions offer. The integration with their livechat product is weak and essentially worthless.

Vendor response

Hi Rex, Thank you for your feedback! We do our best to create the best help desk experience for our customers and to constantly improve our product. We want HelpDesk to be simple to learn and use. Some more advanced features would not correlate with delivering our core value. If you don't mind, we will be in touch to collect a few more information regarding LiveChat integration. Cheers, HelpDesk Team