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Compare GrooveHQ, LiveAgent, and Freshdesk

Pricing

 
Groove Starter
$12
user/month
Ticket+Chat
$29/month
User Seat
Sprout
Free
for UNLIMITED agents
 
Groove Business
$22
user/month
Ticket
$9/month
User Seat
Blossom
$19
/ agent / month billed annually
 
Groove Enterprise
$32
user/month
All-inclusive
$39/month
User Seat
Garden
$35
/ agent / month billed annually
 
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial
Free Trial
GrooveHQ
Groove Starter
$12user/month
Groove Business
$22user/month
Groove Enterprise
$32user/month
Free Trial
LiveAgent
Ticket+Chat
$29/monthUser Seat
Ticket
$9/monthUser Seat
All-inclusive
$39/monthUser Seat
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

Ratings

Meets Requirements
Meets Requirements
7.9
8.8
8.5
Ease of Use
Ease of Use
9.0
9.0
8.8
Ease of Setup
Ease of Setup
9.3
8.7
8.6
Ease of Admin
Ease of Admin
9.3
8.9
8.7
Quality of Support
Quality of Support
8.5
9.1
8.9
Ease of Doing Business With
Ease of Doing Business With
8.1
9.1
8.8
Product Direction (% positive)
Product Direction (% positive)
7.0
9.0
8.6
Meets Requirements
GrooveHQ
7.9
LiveAgent
8.8
Freshdesk
8.5
Ease of Use
GrooveHQ
9.0
LiveAgent
9.0
Freshdesk
8.8
Ease of Setup
GrooveHQ
9.3
LiveAgent
8.7
Freshdesk
8.6
Ease of Admin
GrooveHQ
9.3
LiveAgent
8.9
Freshdesk
8.7
Quality of Support
GrooveHQ
8.5
LiveAgent
9.1
Freshdesk
8.9
Ease of Doing Business With
GrooveHQ
8.1
LiveAgent
9.1
Freshdesk
8.8
Product Direction (% positive)
GrooveHQ
7.0
LiveAgent
9.0
Freshdesk
8.6

Features

Ticket and Case Management
Workflow
GrooveHQ
8.5
LiveAgent
8.7
Freshdesk
8.4
Response Automation
GrooveHQ
9.1
LiveAgent
8.7
Freshdesk
8.5
SLA Management
GrooveHQ
8.6
LiveAgent
8.6
Freshdesk
8.2
Attachments/Screencasts
GrooveHQ
8.3
LiveAgent
8.7
Freshdesk
8.4
Ticket Collaboration
GrooveHQ
8.7
LiveAgent
8.9
Freshdesk
8.6
Ticket creation user experience
GrooveHQ
9.2
LiveAgent
9.0
Freshdesk
8.9
Ticket response user experience
GrooveHQ
9.0
LiveAgent
9.0
Freshdesk
8.8
Knowledge Share
Knowledge Base
GrooveHQ
8.7
LiveAgent
9.1
Freshdesk
8.8
Searchable Articles
GrooveHQ
8.9
LiveAgent
9.0
Freshdesk
8.6
Community Forums
GrooveHQ
Not enough data available
LiveAgent
9.0
Freshdesk
8.4
Interactive FAQs & Forums
GrooveHQ
Not enough data available
LiveAgent
8.9
Freshdesk
8.5
Interaction
Web Portals
GrooveHQ
Not enough data available
LiveAgent
9.1
Freshdesk
7.2
Forum to Reponse
GrooveHQ
Not enough data available
LiveAgent
9.1
Freshdesk
8.5
Tickets and Tagging
GrooveHQ
9.8
LiveAgent
9.3
Freshdesk
8.8
Live Chat
GrooveHQ
Not enough data available
LiveAgent
9.4
Freshdesk
8.8
Communication Channels
Customer Portal
GrooveHQ
8.6
LiveAgent
8.7
Freshdesk
8.6
Email to Case
GrooveHQ
9.4
LiveAgent
9.0
Freshdesk
9.0
Chat/Live Support
GrooveHQ
6.7
LiveAgent
9.1
Freshdesk
8.5
Social Integration
GrooveHQ
8.5
LiveAgent
8.6
Freshdesk
8.2
Call Center
Make, Receive, and Record Calls
GrooveHQ
Not enough data available
LiveAgent
8.6
Freshdesk
8.3
Customer and Contacts Database
GrooveHQ
8.7
LiveAgent
8.6
Freshdesk
8.0
Products and Version Tracking
GrooveHQ
Not enough data available
LiveAgent
8.8
Freshdesk
8.2
Call Scripting
GrooveHQ
Not enough data available
LiveAgent
8.8
Freshdesk
8.2
Interactive Voice Response (IVR)
GrooveHQ
Not enough data available
LiveAgent
8.7
Freshdesk
8.4
Self Service/Community
Forums
GrooveHQ
8.0
LiveAgent
8.7
Freshdesk
8.3
Knowledge Base
GrooveHQ
8.8
LiveAgent
8.6
Freshdesk
8.5
Ideas/Feedback
GrooveHQ
8.3
LiveAgent
8.7
Freshdesk
8.4
Q&A
GrooveHQ
8.1
LiveAgent
8.8
Freshdesk
8.6
Reporting & Analytics
Social Monitoring
GrooveHQ
6.4
LiveAgent
8.6
Freshdesk
8.2
Reporting
GrooveHQ
6.9
LiveAgent
8.6
Freshdesk
7.8
Dashboards
GrooveHQ
7.4
LiveAgent
8.8
Freshdesk
8.2
Platform
ITIL Compliance
GrooveHQ
Not enough data available
LiveAgent
8.7
Freshdesk
8.3
Mobile User Support
GrooveHQ
4.0
LiveAgent
8.0
Freshdesk
8.1
Customization
GrooveHQ
6.7
LiveAgent
8.5
Freshdesk
8.0
User, Role, and Access Management
GrooveHQ
8.1
LiveAgent
8.7
Freshdesk
8.5
Internationalization
GrooveHQ
7.7
LiveAgent
8.7
Freshdesk
8.1
Performance & Reliability
GrooveHQ
7.1
LiveAgent
9.0
Freshdesk
8.8
Integration APIs
GrooveHQ
8.1
LiveAgent
8.5
Freshdesk
8.2

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
75.9%
62.4%
52.7%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
24.1%
24.4%
36.4%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
0%
13.2%
10.9%
GrooveHQ
Small-Business
75.9%
Mid-Market
24.1%
Enterprise
0%
LiveAgent
Small-Business
62.4%
Mid-Market
24.4%
Enterprise
13.2%
Freshdesk
Small-Business
52.7%
Mid-Market
36.4%
Enterprise
10.9%

Reviewers' Industry

 
Computer Software
26.7%
Information Technology and Services
12.6%
Information Technology and Services
20.4%
 
Internet
11.1%
Computer Software
7.4%
Computer Software
13.9%
 
Fund-Raising
6.7%
Internet
5.6%
Internet
5.9%
 
Marketing and Advertising
4.4%
Retail
4.4%
Education Management
3.7%
 
Management Consulting
4.4%
Marketing and Advertising
4.2%
E-Learning
3.4%
 
Other
46.7%
Other
65.8%
Other
52.7%
GrooveHQ
Computer Software
26.7%
Internet
11.1%
Fund-Raising
6.7%
Marketing and Advertising
4.4%
Management Consulting
4.4%
Other
46.7%
LiveAgent
Information Technology and Services
12.6%
Computer Software
7.4%
Internet
5.6%
Retail
4.4%
Marketing and Advertising
4.2%
Other
65.8%
Freshdesk
Information Technology and Services
20.4%
Computer Software
13.9%
Internet
5.9%
Education Management
3.7%
E-Learning
3.4%
Other
52.7%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
G2 User in Financial Services

We use this help desk to mostly via their API. We have created some custom integrations using other tools we already use. It is very available and their support team is very responsive when any issues might come up.

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...

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
Most Helpful Critical Review
Lane E.
Administrator in Internet

Groove didn't have all of the features we needed. We needed a way for clients to view the current status of the tickets they had submitted.

G2 User in Retail

no customer support , phones were always dropping calls

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

 
GrooveHQ
Most Helpful Favorable Review
G2 User in Financial Services

We use this help desk to mostly via their API. We have created some custom integrations using other tools we already use. It is very available and their support team is very responsive when any issues might come up.

Most Helpful Critical Review
Lane E.
Administrator in Internet

Groove didn't have all of the features we needed. We needed a way for clients to view the current status of the tickets they had submitted.

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

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.

Screenshots

 
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Videos

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GrooveHQ
No videos provided
LiveAgent

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Freshdesk
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