# Freshdesk vs LiveAgent Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshdesk excels in managing client support tickets, with users appreciating its ability to organize tickets with updated statuses for easy tracking and resolution. This feature significantly enhances customer satisfaction, as noted by users who value the automation in ticket flow configuration.
- **Users say** that LiveAgent offers a highly comprehensive chat agent that is beneficial for daily communication, especially for teams with members scattered across different locations. This functionality helps streamline communication and provides a broader view of common issues, making it easier to track and resolve them effectively.
- **According to verified reviews** , Freshdesk has a higher overall satisfaction score, which reflects its robust feature set and user-friendly interface. Reviewers highlight the effective filtering options for ticket types, which contribute to a more organized support process.
- **Reviewers mention** that LiveAgent stands out for its competitive pricing, making it an attractive option for small businesses looking for cost-effective solutions. Users appreciate the value it provides, especially when compared to other platforms with similar features.
- **G2 reviewers indicate** that while both platforms offer similar ease of use, LiveAgent slightly edges out in terms of administrative ease. Users have noted that the setup and management processes are straightforward, which is crucial for teams that need to get up and running quickly.
- **Users report** that Freshdesk's automation capabilities, such as automatically creating tickets for user-reported issues, significantly enhance operational efficiency. This feature is particularly praised by users who manage high volumes of support requests, allowing them to focus on resolving issues rather than manual ticket creation.



| | Freshdesk | LiveAgent | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 3,750 | 1,538 | 
| **Largest Market Segment** | Small-Business (48.6% of reviews) | Small-Business (67.4% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | Starting at $15.00 1 agent / Per Month | 

---
## Top Pros & Cons

### Freshdesk

Pros:
- Ease of Use (223 reviews)
- Features (158 reviews)

Cons:
- Missing Features (69 reviews)
- Limited Features (62 reviews)

### LiveAgent

Pros:
- Ease of Use (58 reviews)
- Features (48 reviews)

Cons:
- Learning Curve (12 reviews)
- Missing Features (11 reviews)

---
## Ratings Comparison
| Rating | Freshdesk | LiveAgent | 
|---|---|---|
  | **Meets Requirements** | 8.6 (3281 reviews) | 8.9 (1300 reviews) | 
  | **Ease of Use** | 8.9 (3305 reviews) | 8.9 (1305 reviews) | 
  | **Ease of Setup** | 8.6 (2361 reviews) | 8.7 (868 reviews) | 
  | **Ease of Admin** | 8.7 (2199 reviews) | 8.9 (854 reviews) | 
  | **Quality of Support** | 8.7 (3180 reviews) | 9.1 (1239 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2122 reviews) | 9.1 (830 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3250 reviews) | 8.9 (1264 reviews) | 

---
## Pricing

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

### LiveAgent

#### Entry-Level Pricing

Plan: Small

Price: Starting at $15.00 1 agent / Per Month

Description: E-mail support - Ticketing,
Contact forms,
Forum & Knowledge base,
iPhone/Android app


Key Features:
- Unlimited ticket history
- Unlimited email addresses 
- Advanced reporting

[Browse all 5 editions](https://www.g2.com/products/liveagent/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.2/10 | 2593 |
| **LiveAgent** | 8.7/10 | 1086 |

#### Ticket and Case Management

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Ticket creation user experience** | 8.9 (2253 reviews) ✓ Verified | 9.0 (780 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.8 (2265 reviews) ✓ Verified | 9.0 (780 reviews) ✓ Verified | 
| **Workflow** | 8.5 (2193 reviews) ✓ Verified | 8.7 (758 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (2069 reviews) ✓ Verified | 8.8 (714 reviews) ✓ Verified | 
| **SLA Management** | 8.3 (1810 reviews) ✓ Verified | 8.6 (574 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.5 (2095 reviews) ✓ Verified | 8.7 (703 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.7 (2028 reviews) ✓ Verified | 8.9 (718 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.3 (1379 reviews) ✓ Verified | 8.6 (444 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **AI Text Generation** | 7.3 (331 reviews) | 8.0 (31 reviews) | 
| **AI Text Summarization** | 7.4 (325 reviews) | 8.1 (30 reviews) | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Autonomous Task Execution** | 7.2 (58 reviews) | 9.3 (7 reviews) | 
| **Natural Language Interaction** | 6.9 (57 reviews) | 9.3 (7 reviews) | 
| **Proactive Assistance** | 7.2 (56 reviews) | 9.3 (7 reviews) | 

#### Communication Channels

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Customer Portal** | 8.6 (1927 reviews) ✓ Verified | 8.7 (654 reviews) ✓ Verified | 
| **Email to Case** | 8.9 (2090 reviews) ✓ Verified | 9.1 (720 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.4 (1317 reviews) ✓ Verified | 9.1 (699 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (1191 reviews) ✓ Verified | 8.6 (539 reviews) ✓ Verified | 
| **Voice** | 7.9 (937 reviews) ✓ Verified | 8.7 (381 reviews) ✓ Verified | 

#### Platform

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Mobile User Support** | 8.1 (1161 reviews) ✓ Verified | 7.9 (413 reviews) ✓ Verified | 
| **Customization ** | 8.1 (1662 reviews) ✓ Verified | 8.4 (663 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (1551 reviews) ✓ Verified | 8.7 (526 reviews) ✓ Verified | 
| **Integration** | 8.3 (1157 reviews) ✓ Verified | 8.6 (377 reviews) ✓ Verified | 
| **Reporting** | 8.0 (1882 reviews) ✓ Verified | 8.5 (647 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1968 reviews) ✓ Verified | 8.8 (694 reviews) ✓ Verified | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 405 |
| **LiveAgent** | 8.7/10 | 6 |

#### Channels

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | 8.7 (5 reviews) | 
| **Open Listening** | 8.0 (335 reviews) | 8.3 (5 reviews) | 
| **Physical Media** | 7.5 (324 reviews) | 8.3 (5 reviews) | 

#### Design

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Communications Strategy Development** | 8.2 (331 reviews) | 8.0 (5 reviews) | 
| **Create Content** | 7.8 (335 reviews) | 8.7 (5 reviews) | 
| **Personalization** | 8.3 (356 reviews) | 8.7 (5 reviews) | 
| **Inbound Identification** | 8.3 (344 reviews) | 8.9 (6 reviews) | 
| **Regulatory Compliance** | 8.4 (332 reviews) | 8.3 (5 reviews) | 

#### Generative AI

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **AI Text Generation** | 7.7 (263 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (264 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 293 |
| **LiveAgent** | N/A | N/A |

#### Usability

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **All-Employee Access** | 8.7 (263 reviews) | Not enough data | 
| **Supporting Documents** | 8.7 (259 reviews) | Not enough data | 
| **Two-Way Communication** | 8.8 (251 reviews) | Not enough data | 

#### Reporting

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Priority Case Alerts** | 8.6 (245 reviews) | Not enough data | 
| **Trend Analysis** | 8.5 (241 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (253 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **AI Text Generation** | 7.5 (178 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (178 reviews) | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.3/10 | 269 |
| **LiveAgent** | N/A | N/A |

#### Productivity Tools

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Notes** | 8.9 (237 reviews) | Not enough data | 
| **Internal Discussion** | 8.7 (222 reviews) | Not enough data | 
| **Assignments and Tasks** | 8.6 (225 reviews) | Not enough data | 
| **Workflows** | 8.7 (229 reviews) | Not enough data | 
| **Templates** | 8.7 (232 reviews) | Not enough data | 
| **Integrations** | 8.3 (209 reviews) | Not enough data | 
| **Tagging System** | 8.7 (227 reviews) | Not enough data | 

#### Analytics

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Trends** | 8.3 (204 reviews) | Not enough data | 
| **Performance Tracking** | 8.5 (214 reviews) | Not enough data | 
| **Email Tracking** | 8.6 (212 reviews) | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (12 reviews) | Not enough data | 
| **Decision Making** | 7.1 (14 reviews) | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **LiveAgent** | 8.0/10 | 8 |

#### Channels

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Voice** | Not enough data | 8.8 (7 reviews) | 
| **Social** | Not enough data | 8.1 (7 reviews) | 
| **Web Chat** | Not enough data | 9.3 (7 reviews) | 
| **Mobile SMS** | Not enough data | 5.7 (7 reviews) | 
| **Email** | Not enough data | 8.8 (7 reviews) | 

#### Generative AI

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Functions

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Session Routing** | Not enough data | 9.0 (7 reviews) | 
| **Session Queuing** | Not enough data | 8.8 (7 reviews) | 
| **Concurrent Calling** | Not enough data | 8.1 (7 reviews) | 
| **Speech Analytics** | Not enough data | 6.3 (5 reviews) | 
| **Auto Dialer** | Not enough data | 5.8 (6 reviews) | 
| **IVR** | Not enough data | 8.1 (6 reviews) | 
| **Inbound Screen Pop** | Not enough data | 7.4 (7 reviews) | 
| **Persistent Data** | Not enough data | 8.3 (7 reviews) | 

#### Agentic AI - Contact Center

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Session Summary Notes** | Not enough data | 9.3 (5 reviews) | 
| **Administrator Access** | Not enough data | 8.6 (6 reviews) | 
| **Reporting & Dashboards** | Not enough data | 8.9 (6 reviews) | 
| **Session Recording** | Not enough data | 8.3 (6 reviews) | 
| **Agent Scheduling and Assignment** | Not enough data | 8.6 (6 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **LiveAgent** | 8.8/10 | 8 |

#### Responses

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Customization** | Not enough data | 8.6 (7 reviews) | 
| **Control** | Not enough data | 8.6 (6 reviews) | 
| **Route To Human** | Not enough data | 8.9 (6 reviews) | 
| **Menu bars** | Not enough data | 8.9 (6 reviews) | 
| **Drip sequences** | Not enough data | 8.3 (5 reviews) | 

#### Platform

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Live chat** | Not enough data | 9.4 (6 reviews) | 
| **Integrations** | Not enough data | 9.4 (6 reviews) | 
| **Branding** | Not enough data | 8.9 (6 reviews) | 
| **Analytics** | Not enough data | 8.6 (6 reviews) | 
| **A/B testing** | Not enough data | Not enough data | 
| **Role-based access** | Not enough data | 8.9 (6 reviews) | 
| **Collection of information** | Not enough data | 8.9 (6 reviews) | 

#### Generative AI

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.1 (6 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (6 reviews) | 

### Feedback Analytics

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **LiveAgent** | N/A | N/A |

#### Feedback Management

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Tagging** | Not enough data | Not enough data | 
| **Segmentation** | Not enough data | Not enough data | 
| **Custom Reports and Dashboards** | Not enough data | Not enough data | 

#### Feedback Analysis

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Thematic Analysis** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **NPS/CSAT Scoring** | Not enough data | Not enough data | 

#### Feedback Sources

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Online Reviews** | Not enough data | Not enough data | 
| **Surveys** | Not enough data | Not enough data | 
| **Social Media** | Not enough data | Not enough data | 
| **Customer Service Channels** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 500 |
| **LiveAgent** | N/A | N/A |

#### Conversational Platform

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Personalization** | 8.3 (432 reviews) | Not enough data | 
| **Omnichannel** | 8.3 (378 reviews) | Not enough data | 
| **Contextual Engagement** | 8.3 (371 reviews) | Not enough data | 
| **Proactive Engagement** | 8.4 (307 reviews) | Not enough data | 

#### Support Automation

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Intelligent Routing** | 8.4 (388 reviews) | Not enough data | 
| **Seamless Escalation** | 8.4 (408 reviews) | Not enough data | 
| **Transcripts** | 8.3 (373 reviews) | Not enough data | 
| **Self-Serve Support** | 8.2 (314 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **AI Text Generation** | 7.4 (207 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (203 reviews) | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **LiveAgent** | N/A | N/A |

#### Platform

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Omnichannel** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Call Routing** | Not enough data | Not enough data | 
| **Call Back** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Automatic Call Distribution** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Workforce Management

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Call Monitoring** | Not enough data | Not enough data | 
| **Performance Evaluation** | Not enough data | Not enough data | 

#### Call Center Infrastructure (CCI)

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Call Recording** | Not enough data | Not enough data | 
| **Reporting & Dashboards** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1886 |
| **LiveAgent** | 8.7/10 | 951 |

#### Generative AI

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | 8.6 (22 reviews) | 
| **AI Text Summarization** | 7.9 (114 reviews) | 8.0 (23 reviews) | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | 7.7 (22 reviews) | 

#### Communication

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | 9.3 (486 reviews) ✓ Verified | 
| **Notifications** | 8.7 (601 reviews) ✓ Verified | 9.0 (489 reviews) ✓ Verified | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | 8.9 (376 reviews) ✓ Verified | 
| **In-App Messaging** | 8.5 (199 reviews) | 9.0 (375 reviews) ✓ Verified | 
| **Co-Browsing** | 8.2 (202 reviews) | 8.8 (61 reviews) | 

####  Internal Use

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Customization ** | 8.1 (1662 reviews) ✓ Verified | 8.4 (663 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.6 (203 reviews) | 9.1 (422 reviews) ✓ Verified | 
| **Lead Development** | 8.2 (186 reviews) | 8.5 (55 reviews) | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | 8.9 (403 reviews) ✓ Verified | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | 9.1 (384 reviews) ✓ Verified | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | 8.9 (382 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 1122 |
| **LiveAgent** | 8.4/10 | 484 |

#### Generative AI

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **AI Text Summarization** | 7.9 (139 reviews) | 7.8 (17 reviews) | 

#### Self-Service Experience

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Knowledge Base** | 8.7 (959 reviews) | 9.1 (324 reviews) | 
| **Searchable Articles** | 8.6 (911 reviews) | 8.9 (305 reviews) | 
| **Community Forums** | 8.3 (682 reviews) | 8.9 (273 reviews) | 
| **Mobile Optimization** | 8.2 (238 reviews) | 8.1 (41 reviews) | 
| **Personalization** | 8.4 (255 reviews) | 8.3 (45 reviews) | 

#### Self-Service Platform

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Branding** | 8.5 (253 reviews) | 8.6 (46 reviews) | 
| **Automation** | 8.6 (260 reviews) | 8.3 (47 reviews) | 
| **Artificial Intelligence** | 8.0 (220 reviews) | 7.4 (41 reviews) | 
| **Integrations** | 8.4 (237 reviews) | 8.7 (43 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Autonomous Task Execution** | 7.7 (16 reviews) | Not enough data | 
| **Multi-step Planning** | 7.7 (15 reviews) | Not enough data | 
| **Cross-system Integration** | 7.9 (16 reviews) | Not enough data | 
| **Adaptive Learning** | 7.7 (17 reviews) | Not enough data | 
| **Natural Language Interaction** | 7.6 (17 reviews) | Not enough data | 
| **Proactive Assistance** | 7.6 (16 reviews) | Not enough data | 
| **Decision Making** | 7.8 (16 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.7/10 | 532 |
| **LiveAgent** | 9.0/10 | 320 |

#### Generative AI

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | 7.9 (13 reviews) | 
| **AI Text Summarization** | 8.0 (79 reviews) | 7.9 (13 reviews) | 

#### Process

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Mentions** | 8.6 (163 reviews) | 9.0 (56 reviews) | 
| **Tickets** | 9.3 (485 reviews) | 9.3 (252 reviews) | 
| **Macros** | 8.6 (372 reviews) | 9.1 (196 reviews) | 

#### Channels

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Email** | 9.2 (480 reviews) | 9.3 (248 reviews) | 
| **Social** | 8.7 (416 reviews) | 9.0 (232 reviews) | 
| **Live Chat** | 8.8 (377 reviews) | 9.3 (249 reviews) | 
| **Phone** | 8.5 (341 reviews) | 9.1 (186 reviews) | 
| **Text** | 8.3 (59 reviews) | Feature Not Available | 

#### Insight

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Surveys** | 8.6 (383 reviews) | 9.0 (174 reviews) | 
| **Reporting** | 8.7 (170 reviews) | 9.0 (222 reviews) | 
| **Visitor Activity** | 8.6 (374 reviews) | 9.2 (220 reviews) | 
| **Help Desk** | 9.1 (446 reviews) | 9.3 (225 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 91 |
| **LiveAgent** | 8.3/10 | 14 |

#### Generative AI

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **AI Text Generation** | 7.8 (87 reviews) | 8.0 (14 reviews) | 
| **AI Text Summarization** | 7.7 (85 reviews) | 7.6 (14 reviews) | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **LiveAgent** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Survey Management

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Brand Design Consistency** | Not enough data | Not enough data | 
| **Survey Deployment** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Device Responsiveness** | Not enough data | Not enough data | 

#### Process Management

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Feedback Aggregation** | Not enough data | Not enough data | 
| **Trigger Alerts** | Not enough data | Not enough data | 
| **Real-Time Analysis** | Not enough data | Not enough data | 
| **Real-Time Action** | Not enough data | Not enough data | 

#### System Management

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Security** | Not enough data | Not enough data | 
| **System Monitoring** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 14 |
| **LiveAgent** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Automated Ticket Resolution** | 8.9 (9 reviews) | Not enough data | 
| **Contextual Response Generation** | 8.5 (9 reviews) | Not enough data | 
| **Sentiment Analysis** | 8.3 (9 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 8.5 (9 reviews) | Not enough data | 
| **Multilingual Support** | 8.0 (9 reviews) | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Proactive Customer Outreach** | 8.0 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (10 reviews) | Not enough data | 
| **Escalation Handling** | 8.7 (10 reviews) | Not enough data | 
| **Workflow Optimization** | 8.5 (10 reviews) | Not enough data | 

#### Automation

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Customer Interaction Automation** | 9.3 (9 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (9 reviews) | Not enough data | 
| **Document Processing** | 9.1 (9 reviews) | Not enough data | 

#### Autonomy

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Independent Decision Making** | 6.9 (9 reviews) | Not enough data | 
| **Adaptive Responses** | 8.3 (9 reviews) | Not enough data | 
| **Task Execution** | 8.3 (9 reviews) | Not enough data | 
| **Problem Solving** | 8.0 (9 reviews) | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **LiveAgent** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshdesk | LiveAgent | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (9):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Help Desk Software](https://www.g2.com/categories/help-desk), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Freshdesk (1):** [Conversational Support Software](https://www.g2.com/categories/conversational-support)

**Unique to LiveAgent (5):** [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics), [Chatbots Software](https://www.g2.com/categories/chatbots), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management), [Contact Center Software](https://www.g2.com/categories/contact-center)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | LiveAgent | 
|---|---|---|
| **Small-Business** | 48.6% | 67.4% | 
| **Mid-Market** | 39.7% | 23.1% | 
| **Enterprise** | 11.7% | 9.5% | 

### By Industry

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.7%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.8%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

#### LiveAgent

- **Information Technology and Services:** 12.9%
- **Computer Software:** 7.2%
- **Marketing and Advertising:** 5.5%
- **Retail:** 5.5%
- **Internet:** 4.5%
- **Leisure, Travel & Tourism:** 3.7%
- **Computer & Network Security:** 3.0%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.5%
- **Education Management:** 2.2%
- **Other:** 50.0%

---
## Alternatives

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2469 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6949 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3859 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7651 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7342 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1906 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (560 reviews)

### Alternatives to LiveAgent

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6949 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3859 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7651 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7342 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2469 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (808 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1906 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)

---
## Top Discussions

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [What is the difference between freshdesk and Freshservice?](https://www.g2.com/discussions/what-is-the-difference-between-freshdesk-and-freshservice) — 2 comments
  > **Top comment:** "Freshdesk and Freshservice are both customer support and helpdesk software solutions developed by Freshworks Inc. These platforms cater to different aspects..."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"

### LiveAgent

- Title: [Has there been any reports of getting support from a Bot on liveagent?](https://www.g2.com/discussions/12112-has-there-been-any-reports-of-getting-support-from-a-bot-on-liveagent) — 2 comments, 1 upvote
  > **Top comment:** "LiveAgent offer many integration apps. One of them is Quriobot which is a bot for your Live chat. 

I never used it but I know it possible to do so, read..."
- Title: [What is LiveAgent used for?](https://www.g2.com/discussions/what-is-liveagent-used-for) — 1 comment
  > **Top comment:** "LiveAgent is a customer support and help desk software that provides businesses with a unified platform to manage customer communications across various..."
- Title: [how do i see the entire display of the ticket without clicking the enlarge button?](https://www.g2.com/discussions/how-do-i-see-the-entire-display-of-the-ticket-without-clicking-the-enlarge-button) — 1 comment, 1 upvote
  > **Top comment:** "Ticket"
- Title: [Do you offer standalone licenses as well?](https://www.g2.com/discussions/do-you-offer-standalone-licenses-as-well) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Prices of on-premise licenses start at $899 (one-time-fee, 3 agent seats included).
https://www.ladesk.com/pricing/standalone/"

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshdesk-vs-liveagent)