Compare Freshdesk vs LiveAgent

See this
comparison of Freshdesk vs. LiveAgent
based on data from user reviews. Freshdesk rates 4.4/5 stars with 2,149 reviews. LiveAgent rates 4.5/5 stars with 1,002 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Sprout
Free
for UNLIMITED agents
Ticket
$15/month
User Seat
 
Blossom
$19
/ agent / month billed annually
All-inclusive
$39/month
User Seat
 
Garden
$35
/ agent / month billed annually
Ticket+Chat
$29/month
User Seat
 
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial
Freshdesk
Sprout
Freefor UNLIMITED agents
Blossom
$19/ agent / month billed annually
Garden
$35/ agent / month billed annually
Estate
$49/ agent / month billed annually
Forest
$89/ agent / month billed annually
Free Trial
LiveAgent
Ticket
$15/monthUser Seat
All-inclusive
$39/monthUser Seat
Ticket+Chat
$29/monthUser Seat
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.5
8.8
Ease of Use
Ease of Use
8.8
9.0
Ease of Setup
Ease of Setup
8.6
8.7
Ease of Admin
Ease of Admin
8.7
8.9
Quality of Support
Quality of Support
8.9
9.1
Ease of Doing Business With
Ease of Doing Business With
8.8
9.1
Product Direction (% positive)
Product Direction (% positive)
8.7
9.0
Meets Requirements
Freshdesk
8.5
LiveAgent
8.8
Ease of Use
Freshdesk
8.8
LiveAgent
9.0
Ease of Setup
Freshdesk
8.6
LiveAgent
8.7
Ease of Admin
Freshdesk
8.7
LiveAgent
8.9
Quality of Support
Freshdesk
8.9
LiveAgent
9.1
Ease of Doing Business With
Freshdesk
8.8
LiveAgent
9.1
Product Direction (% positive)
Freshdesk
8.7
LiveAgent
9.0

Features

Ticket and Case Management
Ticket creation user experience
Freshdesk
8.9
LiveAgent
9.0
Ticket response user experience
Freshdesk
8.8
LiveAgent
9.0
Workflow
Freshdesk
8.4
LiveAgent
8.7
Response Automation
Freshdesk
8.4
LiveAgent
8.7
SLA Management
Freshdesk
8.2
LiveAgent
8.6
Attachments/Screencasts
Freshdesk
8.4
LiveAgent
8.7
Ticket Collaboration
Freshdesk
8.6
LiveAgent
8.9
Knowledge Share
Knowledge Base
Freshdesk
8.8
LiveAgent
9.1
Searchable Articles
Freshdesk
8.6
LiveAgent
9.0
Community Forums
Freshdesk
8.4
LiveAgent
8.9
Interactive FAQs & Forums
Freshdesk
8.5
LiveAgent
8.9
Communication
Pop-up Chat
Freshdesk
9.0
LiveAgent
9.4
Notifications
Freshdesk
8.8
LiveAgent
9.1
Targeted Emails
Freshdesk
9.0
LiveAgent
9.0
In-App Messaging
Freshdesk
Not enough data available
LiveAgent
9.0
Process
Mentions
Freshdesk
Not enough data available
LiveAgent
Not enough data available
Tickets
Freshdesk
9.4
LiveAgent
9.4
Macros
Freshdesk
8.8
LiveAgent
9.1
Collaboration
Freshdesk
9.1
LiveAgent
9.3
Interaction
Web Portals
Freshdesk
7.2
LiveAgent
9.0
Forum to Reponse
Freshdesk
8.5
LiveAgent
9.1
Tickets and Tagging
Freshdesk
8.8
LiveAgent
9.2
Live Chat
Freshdesk
8.8
LiveAgent
9.4
Internal Use
Customization
Freshdesk
8.0
LiveAgent
8.5
Conversation Archiving
Freshdesk
Not enough data available
LiveAgent
9.1
Lead Development
Freshdesk
Not enough data available
LiveAgent
Not enough data available
Knowledge Base
Freshdesk
8.9
LiveAgent
8.9
Team Inbox
Freshdesk
8.9
LiveAgent
9.1
Customer Profiles
Freshdesk
8.6
LiveAgent
8.9
Channels
Email
Freshdesk
9.3
LiveAgent
9.4
Social
Freshdesk
8.9
LiveAgent
9.2
Live Chat
Freshdesk
9.1
LiveAgent
9.5
Phone
Freshdesk
8.8
LiveAgent
9.4
Text
Freshdesk
Not enough data available
LiveAgent
Not enough data available
Insight
Surveys
Freshdesk
8.9
LiveAgent
9.1
Reporting
Freshdesk
Not enough data available
LiveAgent
9.1
Visitor Activity
Freshdesk
8.8
LiveAgent
9.2
Help Desk
Freshdesk
9.1
LiveAgent
9.4
Communication Channels
Customer Portal
Freshdesk
8.6
LiveAgent
8.7
Email to Case
Freshdesk
8.9
LiveAgent
9.0
Chat/Live Support
Freshdesk
8.5
LiveAgent
9.1
Social Integration
Freshdesk
8.2
LiveAgent
8.6
Call Center
Make, Receive, and Record Calls
Freshdesk
8.3
LiveAgent
8.6
Customer and Contacts Database
Freshdesk
8.0
LiveAgent
8.6
Products and Version Tracking
Freshdesk
8.3
LiveAgent
8.8
Call Scripting
Freshdesk
8.2
LiveAgent
8.8
Interactive Voice Response (IVR)
Freshdesk
8.4
LiveAgent
8.7
Self Service/Community
Forums
Freshdesk
8.3
LiveAgent
8.7
Knowledge Base
Freshdesk
8.5
LiveAgent
8.6
Ideas/Feedback
Freshdesk
8.3
LiveAgent
8.8
Q&A
Freshdesk
8.5
LiveAgent
8.8
Reporting & Analytics
Social Monitoring
Freshdesk
8.2
LiveAgent
8.7
Reporting
Freshdesk
7.9
LiveAgent
8.6
Dashboards
Freshdesk
8.2
LiveAgent
8.8
Platform
Mobile User Support
Freshdesk
8.1
LiveAgent
8.0
ITIL Compliance
Freshdesk
8.3
LiveAgent
8.7
Customization
Freshdesk
8.0
LiveAgent
8.5
User, Role, and Access Management
Freshdesk
8.5
LiveAgent
8.7
Internationalization
Freshdesk
8.1
LiveAgent
8.7
Performance & Reliability
Freshdesk
8.8
LiveAgent
9.0
Integration APIs
Freshdesk
8.2
LiveAgent
8.5

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
52.6%
61.8%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
36.3%
24.9%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
11.1%
13.4%
Freshdesk
Small-Business
52.6%
Mid-Market
36.3%
Enterprise
11.1%
LiveAgent
Small-Business
61.8%
Mid-Market
24.9%
Enterprise
13.4%

Reviewers' Industry

 
Information Technology and Services
19.6%
Information Technology and Services
12.8%
 
Computer Software
13.3%
Computer Software
7.2%
 
Internet
5.6%
Internet
5.8%
 
Education Management
3.9%
Retail
4.9%
 
Marketing and Advertising
3.2%
Marketing and Advertising
3.9%
 
Other
54.3%
Other
65.5%
Freshdesk
Information Technology and Services
19.6%
Computer Software
13.3%
Internet
5.6%
Education Management
3.9%
Marketing and Advertising
3.2%
Other
54.3%
LiveAgent
Information Technology and Services
12.8%
Computer Software
7.2%
Internet
5.8%
Retail
4.9%
Marketing and Advertising
3.9%
Other
65.5%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Herby O.
Administrator in Philanthropy

LiveAgent is in my opinion, the most comprehensive help desk solution available. Obviously it makes sense to manage support from the Cloud. More importantly, it must be in the right place in that cloud. Quality Unit has done their homework well... and...

Most Helpful Critical Review
Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

G2 User in Retail

no customer support , phones were always dropping calls

 
Freshdesk
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

LiveAgent
Most Helpful Favorable Review
Herby O.
Administrator in Philanthropy

LiveAgent is in my opinion, the most comprehensive help desk solution available. Obviously it makes sense to manage support from the Cloud. More importantly, it must be in the right place in that cloud. Quality Unit has done their homework well... and...

Most Helpful Critical Review
G2 User in Retail

no customer support , phones were always dropping calls

Screenshots

 
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Videos

 

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Customer support made easy with LiveAgent. See how LiveAgent can help your business in 1 minute.

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