We performed a comparison between Freshdesk and LiveAgent based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"It is very easy to make reports."
"The organization that is possible with other departments is the solution's most valuable aspect."
"Omnichannel is one of the most valuable features of the solution."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"The most valuable feature was how the solution helped us to prioritize tasks."
"Provides service level optimization."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"Technical support is not the best. It could be much, much better and offer better support to users."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"There are other products that are more popular."
"Connection to other softwares could be improved."
Earn 20 points
Freshdesk is ranked 9th in Help Desk Software with 27 reviews while LiveAgent is ranked 33rd in Help Desk Software. Freshdesk is rated 8.4, while LiveAgent is rated 8.0. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of LiveAgent writes "Service level optimization is key as is the integrated email and chat functions". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas LiveAgent is most compared with . See our Freshdesk vs. LiveAgent report.
See our list of best Help Desk Software vendors and best Knowledge Management Software vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.