LiveChat vs HelpDesk Comparison

Zendesk Suite

Freshdesk

Zoho Desk

JIRA Service Management

Tidio

Drift

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

Great chat feature for the Helpdesk 

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

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

LiveChat is helpful for customer care

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

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

Simply the best software in its style

Livechat defines simplicity.

Livechat plays a crucial role in our workflow for acquiring sales prospects and converting them into customers. Its use has significantly reduced our response time to address customer service issues, resulting in much happier customers.

Livechat exceeds our expectations. 

It's been a great experience so far.  We've had hundreds of chats every week.  I highly recommend adding ChatBot and HelpDesk if you do it though.

Perfect application for direct communication

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. 

Great live support software

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 displayed to end user in reply email. Powered by Livechat" can't removed in ticket reply. 

I contacted to support desk on this, but not answered well: "Yes our product manager know this..., we will update you." No proper/firm answer "When I can modify this ticket reply?". I think, they will see your subscription period, say for 1 year then standard answers. Might be different experience in trial or monthly subscribers.

I am finally searching for good ticketing/email reply service.... search never ends for customer support team for good all in 1 solution!

bad ticketing system

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.


Easy and efficient

It gets the work done fast and well every time.

Am Amazed With LiveChat 

Our chat-based customer service efforts are completely managed by Livechat. This tool offers us a multitude of options to connect with our customers and potential sales prospects through various channels. It has become an invaluable resource for our customer service team.

Livechat has got us completely covered. 

Best helpdesk solution ,money can buy.

Livechat integrates with our Facebook brand page.

My overall experience is very good and 10 out of 10

The application is much better then another app

Makes our customer care efficient. 

Livechat is an invaluable tool that enables seamless communication with potential clients across various mediums of their preference. Its integration within my department has significantly enhanced our interactions, leading to higher satisfaction rates among first-time clients and reduced query resolution times. Moreover, Livechat serves as a powerful tool for converting interested prospects into paying clients, further contributing to the success of our business.

Livechat provides us with a simplified and low-resource cost way to engage our customers enquiries across multiple sales channels. Livechat ensure that our sales team is always a click away from potential customers.

Livechat is essential for our operations.

Simple, effective and dependable.

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.

No Helpdesk solution beats Livechat.

Pace-setting customer support team.

The most feature packed support solution.

We love it. We use HelpDesk, LiveChat, and ChatBot

Operations and Admin use with My Secure Advantage Inc. (MSA)

Better than others I've used

Not very good. It's a simple ticketing system that I'd recommend for beginners or small businesses, but it's not suited for mid-sized companies or experienced agents. Helpdesk keeps coming out with new features that are cool but not a necessity, yet it ignores fundamental features like being able to sort your ticket list. 

Needs improvement

Hello Jonny. 

Thank you for sharing your detailed feedback on HelpDesk. We sincerely appreciate your honesty.

We’re sorry to hear that some aspects of HelpDesk have not met your expectations. 

We also take note of the technical issues you’ve experienced with the application and web app. Your insights are very valuable, and we'll pass them along to our development team as we continually strive to improve the platform based on user feedback.

It’s important to us that HelpDesk is intuitive and functional for teams of all sizes, and your comments highlight areas where we can make improvements, especially for mid-sized companies and more experienced agents.

If there’s anything specific you’d like to discuss further or if you have more suggestions, we’d love to hear from you. We’re committed to enhancing HelpDesk and ensuring it meets your needs.

Thank you again for your candid review. 

Best regards, 
HelpDesk Team

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.

Better than the rest!

Hekpesk review

Superb Product but lacking some features

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

We are happy with the Livechat,  it has given our customers a way to ask us immediate questions and us be able to support them in real time vs an email contact system

Great Live chat for Instant communication

Hello Alan!

Thank you for choosing our HelpDesk. We're glad to hear it's meeting your needs, and we're here to support you should you have any further suggestions or questions. 

HelpDesk is a great.. helpdesk! 

Hello Katarzyna!

Thank you for your feedback. 
We’re thrilled to hear that you find our HelpDesk app effective and easy to use. It's great to know that our integration with other apps, like LiveChat, has enhanced your customer experience by allowing you to tailor it to your specific needs.

We appreciate your comment about the difficulty in locating some settings. Your input is valuable as we continually work to make the interface even more intuitive. We’re always looking for ways to improve, and feedback like yours helps guide our development.

Thanks again for sharing your thoughts! 

We definitely use the ticketing every day and it is easy enough to use. Now that the pricing schema has changed, we are much less happy because we have to pay for LiveChat which we only use as user interface on the website and the HelpDesk pricing is slightly too high in our view.

mixed bag

Helpdesk

Customer Support was hard to get a hold of through Shopify App and took over a week to get help and then was told I cannot use my HelpDesk on Shopify I would have to start over with a new account.

The best HelpDesk for small business website owners

We chose to move forward with HelpDesk because we were already using LiveChat and ChatBot. While I don't know if it would have been my first choice of a support ticket management system, it has honestly surprised me as I've become more familiar with it. The customer service, just like we've experienced with all of their other products, is top-notch. I can't count the number of other vendors who stick random people behind their chat and phone support who know nothing about the product and are a stone's throw away from being absolutely useless. That couldn't be further from what you get with HelpDesk or any other Text Inc. product. When initially going through the setup process, I needed to be in contact with them quite a bit. Every single person I have interacted with at the company has been knowledgeable, helpful, friendly, and personable. They have gone out of their way to make sure my questions or issues are resolved to my satisfaction before ending the conversation. There's none of that "rushing you through a conversation as quickly as possible" to keep up with some arbitrary metric someone came up with. They stay with you until they figure things out, or they open a ticket to escalate the issue to someone who can assist you further. Obviously, it's made an impact on me, and I will share this with anyone who will listen.

A good ticketing system that's worth checking out

Hello Tim! 

Thank you for taking the time to share your detailed review of HelpDesk. We're thrilled to hear that the integration with other Text Inc. products, like LiveChat and ChatBot, has made it easier for your team to track and manage inquiries. It’s great to know that our customer service has stood out to you as well—this is exactly the experience we strive to deliver to all of our users.

We appreciate your honest feedback about supporting multiple companies from one dashboard. We’re always listening to our users and constantly working to improve the platform. Your input is invaluable, and we’ll definitely keep it in mind as we plan future updates.

Thank you again for your kind words and for choosing HelpDesk as part of your toolkit. 

If you ever have any additional feedback or questions, don’t hesitate to reach out. We’re always here to help!

Best regards,
HelpDesk Team

Compare LiveChat and HelpDesk based on features, pricing, verified reviews, integrations & more. Find out which software is best for your business today.

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and keeps your business in sync. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from 700+ app integrations.

Tidio Chat is a cloud-based live chat system which integrates messages from live chat widgets, emails, and Facebook messenger into a unified agent interface

Drift is a cloud-based live chat solution for sales and marketing teams which also includes an AI-powered chat bot, in-app messaging & email management tools

LiveChat is an all-in-one customer service platform that helps businesses provide seamless customer service and boost their sales. It’s known for its simple, intuitive design, and ease of use. It integrates with 200+ services and is used by over 37,000 customers in 150 countries.

Access Controls/Permissions

Activity Dashboard

Alerts/Escalation

Automated Routing

Autoresponders

Call Center Management

Canned Responses

Chat/Messaging

Collaboration Tools

Communication Management

Customer Database

Customer History

Customer Segmentation

Customizable Branding

Customizable Templates

Drag & Drop

Email Management

Email Templates

Event Triggered Actions

Feedback Management

File Sharing

Geotargeting

Interaction Tracking

Knowledge Base Management

Live Chat

Macros/Templated Responses

Mobile Access

Monitoring

Multi-Channel Communication

Multi-Language

Offline Form

Performance Metrics

Proactive Chat

Queue Management

Real-Time Analytics

Real-Time Chat

Real-time Consumer-facing Chat

Real-Time Data

Real-Time Monitoring

Real-Time Notifications

Real-Time Reporting

Reporting & Statistics

Reporting/Analytics

Sales Reports

Screen Sharing

Search/Filter

Self Service Portal

Single Sign On

Social Media Integration

Surveys & Feedback

Tagging

Third-Party Integrations

Transcripts/Chat History

Transfers/Routing

Visual Analytics

LiveChat

Android

Web-based

Windows

iPad

iPhone

student

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

Student

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.

Graphic Designer

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

Owner

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.

Mechanical engineering

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.

President

Very easy to use and customers love reaching out to us via LiveChat. Our customers love booking appointments using this software.

Security Coordinator

It keeps me connected with people who can help. That is especially important these days where its just not as feasible to walk inside someplace, or even get prompt help over a telephone.

Sales Executive

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

Proofreader

LiveChat is the perfect way to interact with potential customers and keep them interested in your product.

Behavior support specialist 

I like how easy and fast it is to talk to customer service representative on this software. It is one of my favorite softwares.

Sr. Member Advocate

We speak to members and applicants every day using this feature. It's perfect and provides opportunities for macro and Zendesk integration.

Project Manager

It is very effective way to communicate with our costumer...it have really helped us save our time. This is something that all the business houses should try once.

Data Analyst

Overall, anyone can figure out how to type in a url and enter a code and quickly solve their problems with someone on the other like. Efficiency at its finest.

It's relatively easy to use and it's very useful to be able to see where your customer is browsing from and what they are seeing.

Resident

Experience as a user for multiple major retailers. Rapid response, and generally comprehensive and useful.

owner

Excellent resource for companies looking to increase customer support and sales.

Teacher

Some of the participant are rude. Maybe the admin should screen the people who wants to use this software.

LiveChat screenshot: Chat Widget and Agent App

LiveChat screenshot: Customer Details in the LiveChat app

LiveChat screenshot: Traffic section

LiveChat screenshot: Reports

LiveChat screenshot: Team management

LiveChat screenshot: Chat widget customization

LiveChat screenshot: Over 200 integrations

LiveChat screenshot: Messaging channels

Freelancers

Large Enterprises

Mid Size Business

Non Profit

Public Administrations

Small Business

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

Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior customer service without spending a fortune.

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira platform that unlocks high-velocity teams. Empowered teams can deliver great, coordinated service experiences, without the complexity of traditional ITSM.

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.

LiveChat vs HelpDesk Comparison

LiveChat

HelpDesk

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives