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Compare LiveAgent, Salesforce Service Cloud, and Freshdesk

Pricing

 
Ticket+Chat
$29/month
User Seat
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
Sprout
Free
for UNLIMITED agents
 
All-inclusive
$39/month
User Seat
Professional Edition
$ 75 USD
Per user/month (billed annually)
Blossom
$19
/ agent / month billed annually
 
Ticket
$9/month
User Seat
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
Garden
$35
/ agent / month billed annually
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial
Free Trial
LiveAgent
Ticket+Chat
$29/monthUser Seat
All-inclusive
$39/monthUser Seat
Ticket
$9/monthUser Seat
Free Trial
Salesforce Service Cloud
Service Essentials Edition
$ 25 USDPer user/month (billed annually)
Professional Edition
$ 75 USDPer user/month (billed annually)
Enterprise Edition
$ 150 USDPer user/month (billed annually)
Unlimited Edition
$ 300 USDPer user/month (billed annually)
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
8.8
8.5
8.5
Ease of Use
Ease of Use
9.0
8.0
8.8
Ease of Setup
Ease of Setup
8.7
7.5
8.6
Ease of Admin
Ease of Admin
8.9
8.0
8.7
Quality of Support
Quality of Support
9.1
8.1
8.9
Ease of Doing Business With
Ease of Doing Business With
9.1
8.4
8.8
Product Direction (% positive)
Product Direction (% positive)
9.0
7.8
8.6
Meets Requirements
LiveAgent
8.8
Salesforce Service Cloud
8.5
Freshdesk
8.5
Ease of Use
LiveAgent
9.0
Salesforce Service Cloud
8.0
Freshdesk
8.8
Ease of Setup
LiveAgent
8.7
Salesforce Service Cloud
7.5
Freshdesk
8.6
Ease of Admin
LiveAgent
8.9
Salesforce Service Cloud
8.0
Freshdesk
8.7
Quality of Support
LiveAgent
9.1
Salesforce Service Cloud
8.1
Freshdesk
8.9
Ease of Doing Business With
LiveAgent
9.1
Salesforce Service Cloud
8.4
Freshdesk
8.8
Product Direction (% positive)
LiveAgent
9.0
Salesforce Service Cloud
7.8
Freshdesk
8.6

Features

Ticket and Case Management
Workflow
LiveAgent
8.7
Salesforce Service Cloud
8.1
Freshdesk
8.4
Response Automation
LiveAgent
8.7
Salesforce Service Cloud
8.1
Freshdesk
8.5
SLA Management
LiveAgent
8.6
Salesforce Service Cloud
8.0
Freshdesk
8.2
Attachments/Screencasts
LiveAgent
8.7
Salesforce Service Cloud
7.7
Freshdesk
8.4
Ticket Collaboration
LiveAgent
8.9
Salesforce Service Cloud
8.1
Freshdesk
8.6
Ticket creation user experience
LiveAgent
9.0
Salesforce Service Cloud
8.3
Freshdesk
8.9
Ticket response user experience
LiveAgent
9.0
Salesforce Service Cloud
8.2
Freshdesk
8.8
Knowledge Share
Knowledge Base
LiveAgent
9.1
Salesforce Service Cloud
8.5
Freshdesk
8.8
Searchable Articles
LiveAgent
9.0
Salesforce Service Cloud
8.2
Freshdesk
8.6
Community Forums
LiveAgent
9.0
Salesforce Service Cloud
8.3
Freshdesk
8.4
Interactive FAQs & Forums
LiveAgent
8.9
Salesforce Service Cloud
8.1
Freshdesk
8.5
Communication
Pop-up Chat
LiveAgent
9.4
Salesforce Service Cloud
8.5
Freshdesk
9.0
Notifications
LiveAgent
9.1
Salesforce Service Cloud
8.3
Freshdesk
8.8
Targeted Emails
LiveAgent
9.0
Salesforce Service Cloud
8.5
Freshdesk
9.0
In-App Messaging
LiveAgent
9.0
Salesforce Service Cloud
8.6
Freshdesk
Not enough data available
Process
Mentions
LiveAgent
Not enough data available
Salesforce Service Cloud
8.7
Freshdesk
Not enough data available
Tickets
LiveAgent
9.4
Salesforce Service Cloud
8.6
Freshdesk
9.4
Macros
LiveAgent
9.1
Salesforce Service Cloud
8.4
Freshdesk
8.9
Collaboration
LiveAgent
9.3
Salesforce Service Cloud
8.7
Freshdesk
9.1
Interaction
Web Portals
LiveAgent
9.1
Salesforce Service Cloud
8.4
Freshdesk
7.2
Forum to Reponse
LiveAgent
9.1
Salesforce Service Cloud
8.4
Freshdesk
8.5
Tickets and Tagging
LiveAgent
9.3
Salesforce Service Cloud
8.5
Freshdesk
8.8
Live Chat
LiveAgent
9.4
Salesforce Service Cloud
8.3
Freshdesk
8.8
Internal Use
Customization
LiveAgent
8.5
Salesforce Service Cloud
8.2
Freshdesk
8.0
Conversation Archiving
LiveAgent
9.2
Salesforce Service Cloud
8.5
Freshdesk
Not enough data available
Lead Development
LiveAgent
Not enough data available
Salesforce Service Cloud
8.3
Freshdesk
Not enough data available
Knowledge Base
LiveAgent
8.9
Salesforce Service Cloud
8.0
Freshdesk
8.9
Team Inbox
LiveAgent
9.1
Salesforce Service Cloud
8.6
Freshdesk
8.9
Customer Profiles
LiveAgent
8.9
Salesforce Service Cloud
8.6
Freshdesk
8.6
Channels
Phone
LiveAgent
9.4
Salesforce Service Cloud
8.5
Freshdesk
8.9
Text
LiveAgent
Not enough data available
Salesforce Service Cloud
8.6
Freshdesk
Not enough data available
Email
LiveAgent
9.4
Salesforce Service Cloud
8.7
Freshdesk
9.3
Social
LiveAgent
9.2
Salesforce Service Cloud
8.3
Freshdesk
8.9
Live Chat
LiveAgent
9.5
Salesforce Service Cloud
8.4
Freshdesk
9.1
Insight
Surveys
LiveAgent
9.0
Salesforce Service Cloud
8.4
Freshdesk
8.9
Reporting
LiveAgent
9.1
Salesforce Service Cloud
8.8
Freshdesk
Not enough data available
Visitor Activity
LiveAgent
9.2
Salesforce Service Cloud
8.5
Freshdesk
8.9
Help Desk
LiveAgent
9.4
Salesforce Service Cloud
8.7
Freshdesk
9.2
Communication Channels
Customer Portal
LiveAgent
8.7
Salesforce Service Cloud
8.2
Freshdesk
8.6
Email to Case
LiveAgent
9.0
Salesforce Service Cloud
8.5
Freshdesk
9.0
Chat/Live Support
LiveAgent
9.1
Salesforce Service Cloud
7.9
Freshdesk
8.5
Social Integration
LiveAgent
8.6
Salesforce Service Cloud
8.0
Freshdesk
8.2
Call Center
Make, Receive, and Record Calls
LiveAgent
8.6
Salesforce Service Cloud
8.0
Freshdesk
8.3
Customer and Contacts Database
LiveAgent
8.6
Salesforce Service Cloud
8.3
Freshdesk
8.0
Products and Version Tracking
LiveAgent
8.8
Salesforce Service Cloud
8.1
Freshdesk
8.2
Call Scripting
LiveAgent
8.8
Salesforce Service Cloud
7.9
Freshdesk
8.2
Interactive Voice Response (IVR)
LiveAgent
8.7
Salesforce Service Cloud
7.9
Freshdesk
8.4
Self Service/Community
Forums
LiveAgent
8.7
Salesforce Service Cloud
8.0
Freshdesk
8.3
Knowledge Base
LiveAgent
8.6
Salesforce Service Cloud
8.2
Freshdesk
8.5
Ideas/Feedback
LiveAgent
8.7
Salesforce Service Cloud
8.0
Freshdesk
8.4
Q&A
LiveAgent
8.8
Salesforce Service Cloud
8.1
Freshdesk
8.6
Reporting & Analytics
Social Monitoring
LiveAgent
8.6
Salesforce Service Cloud
8.1
Freshdesk
8.2
Reporting
LiveAgent
8.6
Salesforce Service Cloud
8.0
Freshdesk
7.8
Dashboards
LiveAgent
8.8
Salesforce Service Cloud
8.0
Freshdesk
8.2
Platform
ITIL Compliance
LiveAgent
8.7
Salesforce Service Cloud
8.2
Freshdesk
8.3
Mobile User Support
LiveAgent
8.0
Salesforce Service Cloud
7.7
Freshdesk
8.1
Customization
LiveAgent
8.5
Salesforce Service Cloud
8.2
Freshdesk
8.0
User, Role, and Access Management
LiveAgent
8.7
Salesforce Service Cloud
8.4
Freshdesk
8.5
Internationalization
LiveAgent
8.7
Salesforce Service Cloud
8.0
Freshdesk
8.1
Performance & Reliability
LiveAgent
9.0
Salesforce Service Cloud
8.2
Freshdesk
8.8
Integration APIs
LiveAgent
8.5
Salesforce Service Cloud
8.0
Freshdesk
8.2

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
62.4%
24.7%
52.6%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
24.4%
40.9%
36.5%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
13.2%
34.4%
10.9%
LiveAgent
Small-Business
62.4%
Mid-Market
24.4%
Enterprise
13.2%
Salesforce Service Cloud
Small-Business
24.7%
Mid-Market
40.9%
Enterprise
34.4%
Freshdesk
Small-Business
52.6%
Mid-Market
36.5%
Enterprise
10.9%

Reviewers' Industry

 
Information Technology and Services
12.6%
Information Technology and Services
14.8%
Information Technology and Services
20.4%
 
Computer Software
7.4%
Computer Software
14.2%
Computer Software
13.9%
 
Internet
5.6%
Internet
8.1%
Internet
5.9%
 
Retail
4.4%
Hospital & Health Care
3.6%
Education Management
3.7%
 
Marketing and Advertising
4.2%
Financial Services
3.4%
E-Learning
3.4%
 
Other
65.8%
Other
55.9%
Other
52.7%
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%
Salesforce Service Cloud
Information Technology and Services
14.8%
Computer Software
14.2%
Internet
8.1%
Hospital & Health Care
3.6%
Financial Services
3.4%
Other
55.9%
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
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...

G2 User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

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
Stephanie M.
User in Events Services

Unfortunately, not many of my colleagues use it. We only used it for a short time so I was not able to work with it very long.

G2 User in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

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
Stephanie M.
User in Events Services

Unfortunately, not many of my colleagues use it. We only used it for a short time so I was not able to work with it very long.

Salesforce Service Cloud
Most Helpful Favorable Review
G2 User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Most Helpful Critical Review
G2 User in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

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

 

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

Happy customers. Let’s make them happier with Service Cloud.

LiveAgent

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

Salesforce Service Cloud

Happy customers. Let’s make them happier with Service Cloud.

Freshdesk
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