Compare LiveAgent, Track-It!, Freshdesk, and Kayako

Pricing

 
All-inclusive
$39/month
User Seat
Sprout
Free
for UNLIMITED agents
Inbox
$15
/agent/month
 
Ticket+Chat
$29/month
User Seat
Blossom
$19
/ agent / month billed annually
Growth
$30
/agent/month
 
Ticket
$15/month
User Seat
Garden
$35
/ agent / month billed annually
Scale
$60
/agent/month
 
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial Unavailable
Free Trial
Free Trial
LiveAgent
All-inclusive
$39/monthUser Seat
Ticket+Chat
$29/monthUser Seat
Ticket
$15/monthUser Seat
Free Trial
Track-It!
Free Trial Unavailable
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
Kayako
Inbox
$15/agent/month
Growth
$30/agent/month
Scale
$60/agent/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.8
7.7
8.5
8.1
Ease of Use
Ease of Use
9.0
7.8
8.8
8.4
Ease of Setup
Ease of Setup
8.7
7.3
8.6
8.0
Ease of Admin
Ease of Admin
8.9
7.8
8.7
8.1
Quality of Support
Quality of Support
9.1
7.7
8.9
8.2
Ease of Doing Business With
Ease of Doing Business With
9.1
7.9
8.8
8.4
Product Direction (% positive)
Product Direction (% positive)
9.0
5.6
8.7
7.3
Meets Requirements
LiveAgent
8.8
Track-It!
7.7
Freshdesk
8.5
Kayako
8.1
Ease of Use
LiveAgent
9.0
Track-It!
7.8
Freshdesk
8.8
Kayako
8.4
Ease of Setup
LiveAgent
8.7
Track-It!
7.3
Freshdesk
8.6
Kayako
8.0
Ease of Admin
LiveAgent
8.9
Track-It!
7.8
Freshdesk
8.7
Kayako
8.1
Quality of Support
LiveAgent
9.1
Track-It!
7.7
Freshdesk
8.9
Kayako
8.2
Ease of Doing Business With
LiveAgent
9.1
Track-It!
7.9
Freshdesk
8.8
Kayako
8.4
Product Direction (% positive)
LiveAgent
9.0
Track-It!
5.6
Freshdesk
8.7
Kayako
7.3

Features

Knowledge Share
Knowledge Base
LiveAgent
9.1
Track-It!
7.1
Freshdesk
8.8
Kayako
8.7
Searchable Articles
LiveAgent
9.0
Track-It!
6.7
Freshdesk
8.6
Kayako
9.0
Community Forums
LiveAgent
9.0
Track-It!
Not enough data available
Freshdesk
8.5
Kayako
8.5
Interactive FAQs & Forums
LiveAgent
9.0
Track-It!
Not enough data available
Freshdesk
8.5
Kayako
8.8
Interaction
Web Portals
LiveAgent
9.1
Track-It!
7.6
Freshdesk
7.2
Kayako
8.9
Forum to Reponse
LiveAgent
9.1
Track-It!
6.9
Freshdesk
8.5
Kayako
8.3
Tickets and Tagging
LiveAgent
9.3
Track-It!
8.5
Freshdesk
8.8
Kayako
9.1
Live Chat
LiveAgent
9.4
Track-It!
6.9
Freshdesk
8.8
Kayako
8.9

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
62.1%
12.0%
52.5%
54.1%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
24.6%
56.0%
36.6%
35.4%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
13.3%
32.0%
10.9%
10.5%
LiveAgent
Small-Business
62.1%
Mid-Market
24.6%
Enterprise
13.3%
Track-It!
Small-Business
12.0%
Mid-Market
56.0%
Enterprise
32.0%
Freshdesk
Small-Business
52.5%
Mid-Market
36.6%
Enterprise
10.9%
Kayako
Small-Business
54.1%
Mid-Market
35.4%
Enterprise
10.5%

Reviewers' Industry

 
Information Technology and Services
12.5%
Information Technology and Services
13.5%
Information Technology and Services
20.4%
Information Technology and Services
24.8%
 
Computer Software
7.4%
Hospital & Health Care
9.4%
Computer Software
13.9%
Computer Software
17.6%
 
Internet
5.5%
Higher Education
7.3%
Internet
5.8%
Telecommunications
6.8%
 
Retail
4.4%
Utilities
5.2%
Education Management
3.7%
Internet
5.4%
 
Marketing and Advertising
4.1%
Law Practice
5.2%
E-Learning
3.4%
Marketing and Advertising
3.6%
 
Other
66.0%
Other
59.4%
Other
52.9%
Other
41.9%
LiveAgent
Information Technology and Services
12.5%
Computer Software
7.4%
Internet
5.5%
Retail
4.4%
Marketing and Advertising
4.1%
Other
66.0%
Track-It!
Information Technology and Services
13.5%
Hospital & Health Care
9.4%
Higher Education
7.3%
Utilities
5.2%
Law Practice
5.2%
Other
59.4%
Freshdesk
Information Technology and Services
20.4%
Computer Software
13.9%
Internet
5.8%
Education Management
3.7%
E-Learning
3.4%
Other
52.9%
Kayako
Information Technology and Services
24.8%
Computer Software
17.6%
Telecommunications
6.8%
Internet
5.4%
Marketing and Advertising
3.6%
Other
41.9%

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 Law Practice

Has everything I need - Help Desk module for calls, Library for loaner equipment, Solutions DB. Tech Support is very helpful, too.

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...

Gary M.
Administrator in Information Technology and Services

The SLA system has allowed us to create quite a complicated set of rules to ensure that we meet all our SLA requirements. The ticket workflows with the automated follow up actions has saved our helpdesk staff countless hours. Our field engineers really love...

Most Helpful Critical Review
Most Helpful Critical Review
G2 User

Not being able to change the volume and sound of the notification tone. Being "punished" for logging off during my lunch break

G2 User

There is not currently a workflow option, replies on tickets do no automatically get appended to the original and instead one ticket per reply is generated which makes it difficult to manage.

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

G2 User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

 
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

Not being able to change the volume and sound of the notification tone. Being "punished" for logging off during my lunch break

Track-It!
Most Helpful Favorable Review
G2 User in Law Practice

Has everything I need - Help Desk module for calls, Library for loaner equipment, Solutions DB. Tech Support is very helpful, too.

Most Helpful Critical Review
G2 User

There is not currently a workflow option, replies on tickets do no automatically get appended to the original and instead one ticket per reply is generated which makes it difficult to manage.

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.

Kayako
Most Helpful Favorable Review
Gary M.
Administrator in Information Technology and Services

The SLA system has allowed us to create quite a complicated set of rules to ensure that we meet all our SLA requirements. The ticket workflows with the automated follow up actions has saved our helpdesk staff countless hours. Our field engineers really love...

Most Helpful Critical Review
G2 User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

Screenshots

 
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Videos

 

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

No videos provided

Kayako’s fully integrated help desk software allows companies of all sizes to provide exceptional customer service in multiple languages across live chat, email, facebook and twitter.

LiveAgent

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

Track-It!
No videos provided
Freshdesk
Kayako

Kayako’s fully integrated help desk software allows companies of all sizes to provide exceptional customer service in multiple languages across live chat, email, facebook and twitter.

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Kayako
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