# Freshdesk vs LiveChat Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshdesk excels in ticket management, with users highlighting its structured and efficient approach. The automation features significantly reduce manual work for customer support, making it easier for teams to handle multiple queries simultaneously.
- **Users say** that LiveChat effectively transforms customer support into a revenue-driving function. Reviewers appreciate its real-time interaction capabilities, which improve response times and enhance customer engagement, showcasing how it balances automation with human interaction.
- **According to verified reviews** , Freshdesk is praised for its user-friendly interface and easy navigation. New hires can quickly adapt without extensive training, which is a significant advantage for teams looking to streamline onboarding processes.
- **Reviewers mention** that LiveChat offers a well-thought-out system with numerous add-on modules, making it easier to track and convert leads. This flexibility is particularly beneficial for businesses focused on maximizing their customer interactions.
- **G2 reviewers highlight** that Freshdesk's customization options allow teams to adapt workflows to their specific needs, centralizing communication and enhancing overall efficiency. This adaptability is a key factor for businesses with unique support requirements.
- **Users report** that while LiveChat provides great support features like canned responses and engagement tools, some find that it may not be as comprehensive in ticket management compared to Freshdesk, which offers robust SLA management and a well-integrated knowledge base.



| | Freshdesk | LiveChat | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 3,742 | 806 | 
| **Largest Market Segment** | Small-Business (48.7% of reviews) | Small-Business (44.7% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | $19.00 100 Visitors Per Month | 

---
## Top Pros & Cons

### Freshdesk

Pros:
- Ease of Use (352 reviews)
- Features (237 reviews)

Cons:
- Missing Features (115 reviews)
- Ticketing Issues (93 reviews)

### LiveChat

Pros:
- Ease of Use (24 reviews)
- Features (20 reviews)

Cons:
- Not Intuitive (7 reviews)
- Chatbot Issues (6 reviews)

---
## Ratings Comparison
| Rating | Freshdesk | LiveChat | 
|---|---|---|
  | **Meets Requirements** | 8.6 (3275 reviews) | 9.1 (704 reviews) | 
  | **Ease of Use** | 8.9 (3297 reviews) | 9.3 (703 reviews) | 
  | **Ease of Setup** | 8.6 (2353 reviews) | 9.0 (283 reviews) | 
  | **Ease of Admin** | 8.7 (2199 reviews) | 9.1 (274 reviews) | 
  | **Quality of Support** | 8.7 (3173 reviews) | 9.1 (652 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2122 reviews) | 9.1 (266 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3243 reviews) | 8.3 (696 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

### LiveChat

#### Entry-Level Pricing

Plan: Starter

Price: $19.00 100 Visitors Per Month

Description: Small business

Key Features:
- Text Intelligence
- Track up to 100 visitors
- 1 recurring campaign

[Browse all 3 editions](https://www.g2.com/products/livechat/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 2584 |
| **LiveChat** | 8.8/10 | 439 |

#### Ticket and Case Management

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Ticket creation user experience** | 8.9 (2248 reviews) ✓ Verified | 9.2 (248 reviews) | 
| **Ticket response user experience** | 8.8 (2261 reviews) ✓ Verified | 9.1 (245 reviews) | 
| **Workflow** | 8.5 (2189 reviews) ✓ Verified | 9.0 (239 reviews) | 
| **Response Automation** | 8.5 (2066 reviews) ✓ Verified | 9.2 (253 reviews) | 
| **SLA Management** | 8.3 (1809 reviews) ✓ Verified | 8.5 (156 reviews) | 
| **Attachments/Screencasts** | 8.5 (2093 reviews) ✓ Verified | 9.0 (231 reviews) | 
| **Ticket Collaboration** | 8.7 (2025 reviews) ✓ Verified | 9.1 (230 reviews) | 
| **Customer and Contacts Database** | 8.3 (1377 reviews) ✓ Verified | 8.9 (142 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **AI Text Generation** | 7.3 (330 reviews) | 6.4 (6 reviews) | 
| **AI Text Summarization** | 7.4 (326 reviews) | 7.2 (6 reviews) | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Autonomous Task Execution** | 7.1 (57 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.8 (56 reviews) | Not enough data | 
| **Proactive Assistance** | 7.3 (57 reviews) | Not enough data | 

#### Communication Channels

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Customer Portal** | 8.6 (1926 reviews) ✓ Verified | 9.2 (220 reviews) ✓ Verified | 
| **Email to Case** | 8.9 (2090 reviews) ✓ Verified | 9.3 (232 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.4 (1316 reviews) ✓ Verified | 9.4 (269 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (1191 reviews) ✓ Verified | 8.9 (222 reviews) ✓ Verified | 
| **Voice** | 7.9 (936 reviews) ✓ Verified | 8.5 (108 reviews) | 

#### Platform

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Mobile User Support** | 8.1 (1159 reviews) ✓ Verified | 9.1 (82 reviews) ✓ Verified | 
| **Customization ** | 8.1 (1661 reviews) ✓ Verified | 8.4 (281 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (1549 reviews) ✓ Verified | 9.2 (88 reviews) ✓ Verified | 
| **Integration** | 8.3 (1154 reviews) ✓ Verified | 8.9 (73 reviews) ✓ Verified | 
| **Reporting** | 8.0 (1878 reviews) ✓ Verified | 9.0 (213 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1965 reviews) ✓ Verified | 9.1 (217 reviews) ✓ Verified | 

### Conversational Marketing

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

#### Messenger

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Sequencing** | Not enough data | Not enough data | 
| **AI** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Customization Interface** | Not enough data | Not enough data | 

#### Channels

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Social Media** | Not enough data | Not enough data | 
| **Website** | Not enough data | Not enough data | 
| **Text Message (SMS)** | Not enough data | Not enough data | 
| **Voice Assistants** | Not enough data | Not enough data | 
| **Other** | Not enough data | Not enough data | 

#### Customers

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Targeting** | Not enough data | Not enough data | 
| **Profiles** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Lead Gathering** | Not enough data | Not enough data | 
| **Sales Conversion** | Not enough data | Not enough data | 

#### Agentic AI - Conversational Marketing

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **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 | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 404 |
| **LiveChat** | N/A | N/A |

#### Channels

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | Not enough data | 
| **Open Listening** | 8.0 (334 reviews) | Not enough data | 
| **Physical Media** | 7.5 (323 reviews) | Not enough data | 

#### Design

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Communications Strategy Development** | 8.2 (332 reviews) | Not enough data | 
| **Create Content** | 7.8 (335 reviews) | Not enough data | 
| **Personalization** | 8.3 (357 reviews) | Not enough data | 
| **Inbound Identification** | 8.3 (345 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.4 (332 reviews) | Not enough data | 

#### Generative AI

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

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 294 |
| **LiveChat** | N/A | N/A |

#### Usability

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **All-Employee Access** | 8.8 (264 reviews) | Not enough data | 
| **Supporting Documents** | 8.7 (260 reviews) | Not enough data | 
| **Two-Way Communication** | 8.8 (251 reviews) | Not enough data | 

#### Reporting

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Priority Case Alerts** | 8.6 (246 reviews) | Not enough data | 
| **Trend Analysis** | 8.5 (241 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (254 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **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** | 8.4/10 | 269 |
| **LiveChat** | N/A | N/A |

#### Productivity Tools

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **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 (228 reviews) | Not enough data | 

#### Analytics

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Trends** | 8.3 (205 reviews) | Not enough data | 
| **Performance Tracking** | 8.5 (215 reviews) | Not enough data | 
| **Email Tracking** | 8.6 (212 reviews) | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Autonomous Task Execution** | 7.2 (13 reviews) | Not enough data | 
| **Decision Making** | 7.3 (15 reviews) | Not enough data | 

### Chatbots

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

#### Responses

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Customization** | Not enough data | Not enough data | 
| **Control** | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 
| **Menu bars** | Not enough data | Not enough data | 
| **Drip sequences** | Not enough data | Not enough data | 

#### Platform

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Live chat** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 
| **Branding** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **A/B testing** | Not enough data | Not enough data | 
| **Role-based access** | Not enough data | Not enough data | 
| **Collection of information** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **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 |
| **LiveChat** | N/A | N/A |

#### Conversational Platform

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

### Customer Service Automation

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

#### Customer Support

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Text** | Not enough data | Not enough data | 
| **Speech** | Not enough data | Not enough data | 
| **Knowledge Base** | Not enough data | Not enough data | 

#### Automation

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Ticket Resolution** | Not enough data | Not enough data | 
| **Customization** | Not enough data | Not enough data | 
| **Intelligent Routing** | Not enough data | Not enough data | 

#### Artificial Intelligence

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Learning** | Not enough data | Not enough data | 
| **Language** | Not enough data | Not enough data | 
| **Conversational AI** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1885 |
| **LiveChat** | 8.5/10 | 400 |

#### Generative AI

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | 7.4 (9 reviews) | 
| **AI Text Summarization** | 7.9 (114 reviews) | 7.5 (8 reviews) | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | Feature Not Available | 

#### Communication

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | 9.2 (329 reviews) ✓ Verified | 
| **Notifications** | 8.7 (601 reviews) ✓ Verified | 8.9 (327 reviews) ✓ Verified | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | 8.4 (221 reviews) | 
| **In-App Messaging** | 8.5 (199 reviews) | 8.8 (269 reviews) ✓ Verified | 
| **Co-Browsing** | 8.2 (202 reviews) | 8.3 (30 reviews) | 

####  Internal Use

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Customization ** | 8.1 (1661 reviews) ✓ Verified | 8.4 (281 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.6 (203 reviews) | 8.8 (303 reviews) ✓ Verified | 
| **Lead Development** | 8.2 (186 reviews) | 8.6 (254 reviews) ✓ Verified | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | 8.6 (259 reviews) ✓ Verified | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | 8.6 (244 reviews) ✓ Verified | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | 8.4 (249 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 1122 |
| **LiveChat** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **AI Text Summarization** | 7.9 (139 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Knowledge Base** | 8.7 (959 reviews) | Not enough data | 
| **Searchable Articles** | 8.6 (911 reviews) | Not enough data | 
| **Community Forums** | 8.3 (682 reviews) | Feature Not Available | 
| **Mobile Optimization** | 8.2 (238 reviews) | Not enough data | 
| **Personalization** | 8.4 (255 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Branding** | 8.5 (253 reviews) | Not enough data | 
| **Automation** | 8.6 (260 reviews) | Not enough data | 
| **Artificial Intelligence** | 8.0 (220 reviews) | Not enough data | 
| **Integrations** | 8.4 (237 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **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 | 531 |
| **LiveChat** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (79 reviews) | Not enough data | 

#### Process

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Mentions** | 8.6 (162 reviews) | Not enough data | 
| **Tickets** | 9.3 (484 reviews) | Not enough data | 
| **Macros** | 8.6 (371 reviews) | Not enough data | 

#### Channels

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Email** | 9.2 (479 reviews) | Not enough data | 
| **Social** | 8.7 (415 reviews) | Not enough data | 
| **Live Chat** | 8.8 (376 reviews) | Not enough data | 
| **Phone** | 8.5 (340 reviews) | Not enough data | 
| **Text** | 8.3 (58 reviews) | Not enough data | 

#### Insight

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Surveys** | 8.6 (382 reviews) | Not enough data | 
| **Reporting** | 8.7 (169 reviews) | Not enough data | 
| **Visitor Activity** | 8.6 (373 reviews) | Not enough data | 
| **Help Desk** | 9.1 (445 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 91 |
| **LiveChat** | N/A | N/A |

#### Generative AI

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **AI Text Generation** | 7.8 (87 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (85 reviews) | Not enough data | 

### Conversational Commerce Platforms

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

#### Conversational AI - Conversational Commerce Platforms

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **AI chatbots** | Not enough data | Not enough data | 
| **Messaging and Notifications** | Not enough data | Not enough data | 
| **AI agents ** | Not enough data | Not enough data | 
| **Voice assistants** | Not enough data | Not enough data | 
| **Communication apps** | Not enough data | Not enough data | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Ecommerce stores** | Not enough data | Not enough data | 
| **Sales channels** | Not enough data | Not enough data | 
| **Payment Platform** | Not enough data | Not enough data | 
| **Internal tools** | Not enough data | Not enough data | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Conversational analytics** | Not enough data | Not enough data | 
| **Advance reporting** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.5/10 | 15 |
| **LiveChat** | N/A | N/A |

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

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **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 | LiveChat | 
|---|---|---|
| **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** | 8.6 (11 reviews) | Not enough data | 

#### Automation

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Customer Interaction Automation** | 9.3 (10 reviews) | Not enough data | 
| **Feedback Collection** | 8.8 (10 reviews) | Not enough data | 
| **Document Processing** | 9.1 (9 reviews) | Not enough data | 

#### Autonomy

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **Independent Decision Making** | 7.2 (10 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 |
| **LiveChat** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshdesk | LiveChat | 
|---|---|---|
| **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 (4):** [Help Desk Software](https://www.g2.com/categories/help-desk), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [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 (6):** [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), [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)

**Unique to LiveChat (4):** [Chatbots Software](https://www.g2.com/categories/chatbots), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | LiveChat | 
|---|---|---|
| **Small-Business** | 48.7% | 44.7% | 
| **Mid-Market** | 39.7% | 37.5% | 
| **Enterprise** | 11.6% | 17.9% | 

### 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%

#### LiveChat

- **Computer Software:** 8.9%
- **Information Technology and Services:** 8.6%
- **Retail:** 6.3%
- **Financial Services:** 4.0%
- **Internet:** 3.7%
- **Education Management:** 3.6%
- **Consumer Services:** 3.4%
- **Marketing and Advertising:** 3.2%
- **Telecommunications:** 2.9%
- **Banking:** 2.4%
- **Other:** 53.1%

---
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- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1904 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews)

### Alternatives to LiveChat

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6891 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3850 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1904 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)
- [Drift](https://www.g2.com/products/drift/reviews) — 4.4/5 stars (1256 reviews)
- [FreshChat](https://www.g2.com/products/freshworks-freshchat/reviews) — 4.4/5 stars (498 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Lime Connect (formerly Userlike)](https://www.g2.com/products/lime-connect-formerly-userlike/reviews) — 4.4/5 stars (453 reviews)
- [Zoho SalesIQ](https://www.g2.com/products/zoho-salesiq/reviews) — 4.4/5 stars (254 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7580 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: [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"
- Title: [How can Integrate FreashDesk with Zoho Books](https://www.g2.com/discussions/how-can-integrate-freashdesk-with-zoho-books) — 2 comments, 1 upvote
  > **Top comment:** "You can use Zapier to connect the systems.
For example, create a Zap that is triggered by a ticket update in Freshdesk. When the ticket is 'closed' to then..."

### LiveChat

- Title: [HIS DOCTRINE!! by Paul T. Wright Jr](https://www.g2.com/discussions/his-doctrine-by-paul-t-wright-jr) — 3 comments, 1 upvote
  > **Top comment:** "I have checked on this book and I have purchased two copies and have seen the way it reaches people with the Bible and Word in a concept that shows how we..."
- Title: [How does LiveChat work when no one is available?](https://www.g2.com/discussions/how-does-livechat-work-when-no-one-is-available) — 3 comments, 2 upvotes *(includes official response)*
  > **Top comment:** "When you are offline the chat window changes into the ticket form. It means that your visitors can leave messages as tickets and contact you even after your..."
- Title: [Can one user respond to multiple chats concurrently?](https://www.g2.com/discussions/can-one-user-respond-to-multiple-chats-concurrently) — 3 comments, 1 upvote *(includes official response)*
  > **Top comment:** "Each user can chat with up to 99 customers at the same time. 
"
- Title: [Can I initiate a chat myself or do I need to have to wait for a customer to do it?](https://www.g2.com/discussions/can-i-initiate-a-chat-myself-or-do-i-need-to-have-to-wait-for-a-customer-to-do-it) — 2 comments, 1 upvote *(includes official response)*
  > **Top comment:** "You can initiate a chat with a customer by using the greetings feature. For example, you can invite a customer automatically when he or she navigates to a..."
- Title: [How hard is it to install LiveChat on the website?](https://www.g2.com/discussions/how-hard-is-it-to-install-livechat-on-the-website) — 2 comments, 2 upvotes *(includes official response)*
  > **Top comment:** "To start off, you need to create a LiveChat license.

After that you will be redirected to a page with the LiveChat code. Here, you can choose to implement..."

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