LiveAgent vs HelpDesk Comparison

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95% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

LiveAgent

Help Desk Software

4.7 416 user ratings

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91% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

HelpDesk

Help Desk Software

4.5 31 user ratings

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Zendesk Support

Help Desk Software

4.2 2,906 user ratings

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Freshdesk

Help Desk Software

4.6 2,489 user ratings

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Overview

Description	Discover the ultimate customer service solution tailored for small and medium businesses with multifaceted platform, designed to streamline the support and engagement processes. The software simplifies customer interactions by seamlessly converging various communication streams—converting emails into trackable tickets, facilitating real-time conversations through a chat messenger, and efficiently managing phone calls with routing and callback features. Ensuring round-the-clock availability, the platform offers unparalleled 24/7 support in 39 languages. The integration of gamification elements like Rewards and Badges motivates support team to excel, while the mobile app ensures accessibility on Android and iOS devices, keeping connected in minutes. Social media connectivity with platforms like Facebook and Twitter empowers to keep a pulse on the brand's online presence and swiftly attend to client inquiries. Elevate business's customer service experience with the versatile help desk software. Read more	HelpDesk is a ticketing tool that functions as a help desk software that aids the customer management efforts of organizations. The tool seamlessly blends together all email communication by converting every email into tickets and organizing them. Users can also collaborate with team members, assign the generated tickets to the right stakeholders, and deploy features like tags and private notes to manage the tickets. They can also browse old messages to find any required details. HelpDesk also uses established security practices to encrypt, process and store every piece of conversation. Users can sign up for free for a trial period and the basic plan consists of features such as unlimited users, email channels with a shared inbox, all the collaboration tools, canned responses, high security, as well as chat and email support. Other features include categories, filters, smart search, ticket details, attachments, statuses, spam filters, and more. Read more	Zendesk Support is a customer support solution that centralizes all customer queries and interactions in one place. Customer support agents can access all customer data in a single interface so they have the complete history of any interactions, and can provide a more personalized and complete resolution to the issue. Zendesk Support can bring together support data and interactions from multiple channels, and also allows customers to submit support requests through the channel of their choice. The agent support tools allow customer queries to be submitted directly to the right agent with the right skills and knowledge to answer the request. Customer support agents can also collaborate with other teams to get the necessary information to best resolve issues. Zendesk Supports helps improve support agents’ response time by guiding them directly from one ticket to the next, which also avoids them cherry picking certain ticket types. Read more	A cloud-based customer support software that offers all in one solution for business needs to deliver exceptional support. Freshdesk is suitable for service providers such as Insurance, Healthcare, Real Estate etc. It offers a host of features and customization functionalities like multi-channel help-desks, ticketing, SLA management, Self Service Portals, SEO ready FAQ section, smart automations, complete customization capabilities that boost productivity. It is priced affordably and is life-time free for the first three agents. Read more
Pricing Options	Free Trial Available Starts at $9.0.	Free Trial Available Starts at $29.0. Offers Custom plan.	Free Trial Available Starts at $55.0. Offers Custom plan.	Free Trial Available Starts at $15.0. Offers Free-forever plan.
SW Score & Breakdown	95% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more 100% Reviews 82% Momentum 61% Popularity 93%	91% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more 99% Reviews 75% Momentum 64% Popularity 80%	85% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more 100% Reviews 87% Momentum 60% Popularity 60%	98% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more 100% Reviews 96% Momentum 69% Popularity 92%
SaaSworthy Awards	# 4 Most Popular # 1 Most Worthy	# 17 Most Popular # 7 Fastest Growing	# 7 Fastest Growing # 12 Fastest Growing	# 1 Most Worthy # 1 Most Popular

Features

Total Features	18 Features	17 Features	18 Features	19 Features
Common Features for All	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company Concurrent Calling Allows to place more calls simultaneously without reducing call quality. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 13 More - Show Less	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company Concurrent Calling Allows to place more calls simultaneously without reducing call quality. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 12 More - Show Less	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company Concurrent Calling Allows to place more calls simultaneously without reducing call quality. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 13 More - Show Less	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company Concurrent Calling Allows to place more calls simultaneously without reducing call quality. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 14 More - Show Less
Unique Features	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Multi-language Support Available in multiple languages to support global customers	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Multi-language Support Available in multiple languages to support global customers	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Multi-language Support Available in multiple languages to support global customers	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Multi-language Support Available in multiple languages to support global customers

Technical Details

Organization Types Supported	Freelancers Large Enterprises Medium Business Small Business	Freelancers Large Enterprises Medium Business Small Business	Freelancers Large Enterprises Medium Business Small Business	Freelancers Large Enterprises Medium Business Small Business
Platforms Supported	SaaS/Web/Cloud Mobile - Android Mobile - iOS Installed - Windows Installed - Mac	SaaS/Web/Cloud Mobile - Android Mobile - iOS Installed - Windows Installed - Mac	SaaS/Web/Cloud Mobile - Android Mobile - iOS Installed - Windows Installed - Mac	SaaS/Web/Cloud Mobile - Android Mobile - iOS Installed - Windows Installed - Mac
Modes of Support	24/7 (Live rep) Business Hours Online	24/7 (Live rep) Business Hours Online	24/7 (Live rep) Business Hours Online	24/7 (Live rep) Business Hours Online
API Support	Available	Available	Available	Available

Reviews & Ratings

User Rating	4.7/5 416 user ratings	4.5/5 31 user ratings	4.2/5 2,906 user ratings	4.6/5 2,489 user ratings
Ratings Distribution	Excellent 70.4% Very Good 27.7% Average 1.6% Poor 0.2% Terrible 0%	Excellent 67.2% Very Good 20.3% Average 7.8% Poor 0% Terrible 4.7%	Excellent 54.9% Very Good 28.8% Average 6.3% Poor 1.5% Terrible 8.4%	Excellent 64.8% Very Good 29.4% Average 3.7% Poor 1.1% Terrible 1%
Review Summary	LiveAgent, a customer service software, garners praise for its user-friendly interface, robust features, and excellent customer support. Reviewers appreciate the customizable dashboards, automation capabilities, and comprehensive reporting tools, crediting LiveAgent for improving their team's productivity and efficiency. However, some users express concerns about occasional glitches, pricing structure, and a learning curve associated with the software's extensive features. Overall, LiveAgent is generally well-received, with many users lauding its ability to enhance customer service operations.	Not Available	Zendesk Support is widely praised for its user-friendly interface, customizable features, and robust reporting capabilities. It is particularly lauded for its ability to streamline customer service processes, facilitate effective agent collaboration, and enhance customer satisfaction. However, some reviewers have expressed concerns about its pricing structure and the occasional occurrence of technical glitches. Additionally, some users have found the reporting functionality to be somewhat limited.	Overall, reviewers praise Freshdesk's user-friendly interface, ease of use, customization options, and robust features. They find it suitable for businesses of all sizes and appreciate its ticketing system, reporting capabilities, and integrations with other tools. However, some users mention occasional glitches, limited automation capabilities, and challenges with handling complex customer queries. Additionally, a few reviewers express concerns about the pricing structure and suggest improvements in customer support responsiveness.
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Pricing

Pricing Options	Free Trial Available Starts at $9.0.	Free Trial Available Starts at $29.0. Offers Custom plan.	Free Trial Available Starts at $55.0. Offers Custom plan.	Free Trial Available Starts at $15.0. Offers Free-forever plan.
Pricing Plans Monthly Plans Annual Plans	Small Business $9.00 $15.00 per user / month Medium Business $29.00 $35.00 per user / month Large Business $49.00 $59.00 per user / month Enterprise $69.00 $85.00 per user / month	Team $29.00 $34.00 per user / month Enterprise Custom	Suite Team $55.00 $69.00 per user / month Suite Growth $89.00 $115.00 per user / month Suite Professional $115.00 $149.00 per user / month Suite Enterprise Custom Suite Enterprise Plus Custom	Free Free Growth $15.00 $18.00 per user / month Pro $49.00 $59.00 per user / month Enterprise $79.00 $95.00 per user / month
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Alternatives

	Zoho Desk 4.5 Based on 4332 Ratings LiveAgent Vs Zoho Desk HelpDesk 4.5 Based on 64 Ratings LiveAgent Vs HelpDesk Freshdesk 4.6 Based on 2492 Ratings LiveAgent Vs Freshdesk Zendesk Chat 4.5 Based on 541 Ratings ClickDesk 4.1 Based on 138 Ratings LiveAgent Vs ClickDesk	Teamwork Desk 4.4 Based on 347 Ratings HelpDesk Vs Teamwork Desk BoldDesk HelpDesk Vs BoldDesk Freshdesk 4.6 Based on 2492 Ratings HelpDesk Vs Freshdesk Support.cc by 500apps HelpDesk Vs Support.cc by 500apps SupportBee 4.5 Based on 61 Ratings HelpDesk Vs SupportBee
	View All LiveAgent Alternatives	View All HelpDesk Alternatives