Zendesk vs LiveAgent Comparison Chart

Summary
Pricing
Details
Top features
Typical customers
Support options
Mobile apps
Android
iPhone/iPad
User reviews
Value for money
Ease of use
Features
Customer support
Users recommended to a colleague
Integrations
Security
Audit logs
Encryption
File sharing
Security alerts
Access control
Data policy
Social presence
Facebook
Twitter


Reviews

Olga Arestenko

Great solution for business of any level

2018-10-09

Pros

We switched to this system after many years of using ZenDesk. The functionality is awesome: contact forms, live chat, databases, integration with social networks - all in one service and all these modules are well thought out and competently interact with each other.

Cons

Since the functionality is very wide, it takes time to deal with it. I would like more detailed instructions, with screenshots. It would be possible to save time on solving simple questions, and so you have to contact the support service.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
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Sumeet Mahendra

One of best Customer Support tool for team of all sizes and scale.

2018-12-17

Till so far, our overall experience in using LiveAgent is so pleasing is it isn't that much rigid as the Zendesk and the department feature is really amazing.

Pros

Its quite simple to install and deploy. The support is also always there to help us. We have so many channels to connect with one central monetraing system.

Cons

Nothing as such but the UI and UX seems to be quite outdated and obsolete. Plus there should be more further availability for the chat box customization. I wish if you'd provide the whatsapp, twitter and fb icons to continue the chat.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
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Eshop owner

We switched from Zendesk to LiveAgent

2014-01-14

We switched from Zendesk to LiveAgent 3 months ago.

Pros

- affordable

Source: GetApp
2 of 2 people found this review helpful
Helpful?   Yes   No
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Matteo Migliaccio

Wide range of options, highly customizable, great value

2017-03-23

At the moment, side by side with Zendesk, it is meeting all our requirements (not few), for a lower price compared to the competitor.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Govind Rai

Overall a great tool- Saves lot of time and money

2018-10-23

Pros

The best thing about the product is that it has everything you need within a platform. We were looking for something similar at an affordable rate and this is the one we chose to go with.

Cons

There are minor tweaks with the look and feel of the platform that needs to be worked upon however, its still in early ages compared to that of Zendesk or similar tools.

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
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Andrew Rosca

Full-featured ticket management solution

2017-03-29

I came across LiveAgent while researching alternatives to ZenDesk and FreshDesk, both of which are good but lock you into their platforms.

Pros

Lots of features. Multi-channel functionality.

Cons

No SSO functionality

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Michal Ivanic

Great solution for support

2016-08-09

Tried various solutions including Zendesk, Freshdesk and more.

Pros

Simple to use, rich features, great support. Includes all the needed functions for supporting.

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

Try it and you will not leave.

Source: Capterra
Helpful?   Yes   No

Response from QualityUnit


Thank you Michal for your LiveAgent feedback.

LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Carlos Gonzales

Issue tracker has good features and HIPAA compliance. Can take a while to configure for a specific use.

2016-10-17

Programs like Zendesk are much easier to use "off-the-shelf" for an IT help desk.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

5/10
Source: Software Advice
Helpful?   Yes   No
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Shawn Zajas

Best alternative from the industry standard - same features at a discount!

2018-11-21

With every feature-rich software comes a learning curve - and often one that is very steep. There's a good deal to know to use LiveChat, but the way the onboarding is designed makes it simple to follow their implementation prompts to ensure you can get LiveChat working for you very quickly!

Pros

LiveChat allowed my team to seamlessly transition from ZenDesk to their software - and the setup was quick and easy.

Cons

So far everything has been very intuitive and feature rich. My expectations have only been exceeded!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Adam Alonzi

It's Not ZenDesk

2018-12-26

We're happy and they're happy. Their employees have the tools they need to communicate and employers need to keep their customer service department efficient. It's made everyone's lives easier, including my own.

Pros

We and our clients were constantly having trouble with ZenDesk, but after looking at different options, we chose LiveAgent based on user reviews and its price.

Cons

LiveAgent does exactly what it's supposed to do. I'm not sure what the more expensive alternatives might have to offer, but my guess is not much if anything at all.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Other

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more
Harrison tong

Excellent Help Desk + Live Help and more money saved in your wallet.

2016-08-10

I have used many other help desk system before such as LiveZilla, Zopim, Zendesk, Freshdesk, Desk.com, and etc.

Pros

- One time fee for downloadable license - Mobile application - Customization of portal - Email templates - Canned responses - Help Desk + Live Help all in one - Full of integrations - Ease of migration

Cons

- Need a desktop application - Make agent UI more easier and understanding

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

Response from QualityUnit


Thanks Harrison for your feedback and suggestions.

LiveAgent Reviews
LiveAgent
Great customer service starts with better help desk software
Read more