# LiveAgent vs Zendesk for Customer Service Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Zendesk for Customer Service excels in overall user satisfaction, boasting a significantly higher G2 Score compared to LiveAgent. Users appreciate its **intuitive UI** and **easy onboarding process** , making it accessible for new users and efficient for training multiple employees.
- **Users say** that LiveAgent offers a competitive pricing structure, making it an attractive option for small businesses. Reviewers highlight its **comprehensive chat features** that enhance communication, especially for teams spread across different locations.
- **According to verified reviews** , Zendesk for Customer Service shines in its reporting capabilities, with users noting that the **reporting tools** work effectively for their needs. This feature is particularly praised for its ability to simplify data analysis and improve decision-making.
- **Reviewers mention** that LiveAgent provides a strong support experience, with a higher quality of support rating. Users appreciate the **responsiveness** and **helpfulness** of the support team, which contributes to a smoother day-to-day operation.
- **G2 reviewers highlight** that while Zendesk for Customer Service has a robust feature set, some users find it challenging to customize workflows to fit their specific needs. This can lead to a steeper learning curve for teams with unique requirements.
- **Users report** that LiveAgent's ticketing system is effective for tracking issues, providing a broader view of common problems. This feature is particularly beneficial for teams looking to enhance their **issue resolution processes** and improve overall customer satisfaction.



| | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 1,539 | 6,936 | 
| **Largest Market Segment** | Small-Business (67.3% of reviews) | Mid-Market (45.7% of reviews) | 
| **Entry Level Price** | Starting at $15.00 1 agent / Per Month | $19.00 1 user per month billed annually | 

---
## Top Pros & Cons

### LiveAgent

Pros:
- Ease of Use (58 reviews)
- Features (48 reviews)

Cons:
- Learning Curve (12 reviews)
- Missing Features (11 reviews)

### Zendesk for Customer Service

Pros:
- Ease of Use (532 reviews)
- Features (402 reviews)

Cons:
- Missing Features (217 reviews)
- Learning Curve (183 reviews)

---
## Ratings Comparison
| Rating | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
  | **Meets Requirements** | 8.9 (1301 reviews) | 8.6 (5206 reviews) | 
  | **Ease of Use** | 8.9 (1306 reviews) | 8.6 (5384 reviews) | 
  | **Ease of Setup** | 8.7 (869 reviews) | 8.0 (3328 reviews) | 
  | **Ease of Admin** | 8.9 (854 reviews) | 8.2 (3139 reviews) | 
  | **Quality of Support** | 9.1 (1240 reviews) | 8.4 (4948 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.1 (830 reviews) | 8.4 (3062 reviews) | 
  | **Product Direction (% positive)** | 8.9 (1264 reviews) | 8.0 (4855 reviews) | 

---
## Pricing

### LiveAgent

#### Entry-Level Pricing

Plan: Small

Price: Starting at $15.00 1 agent / Per Month

Description: E-mail support - Ticketing,
Contact forms,
Forum & Knowledge base,
iPhone/Android app


Key Features:
- Unlimited ticket history
- Unlimited email addresses 
- Advanced reporting

[Browse all 5 editions](https://www.g2.com/products/liveagent/pricing)

#### Free Trial

Yes

### Zendesk for Customer Service

#### Entry-Level Pricing

Plan: Support Only (Team)

Price: $19.00 1 user per month billed annually

Description: Integrated customer support

Key Features:
- Email & social media 
- Web widget & mobile SDK
- Pre-defined business rules

[Browse all 7 editions](https://www.g2.com/products/zendesk-for-customer-service/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | 8.7/10 | 1086 |
| **Zendesk for Customer Service** | 8.2/10 | 3710 |

#### Ticket and Case Management

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (780 reviews) ✓ Verified | 8.8 (2595 reviews) ✓ Verified | 
| **Ticket response user experience** | 9.0 (780 reviews) ✓ Verified | 8.7 (2633 reviews) ✓ Verified | 
| **Workflow** | 8.7 (758 reviews) ✓ Verified | 8.5 (2567 reviews) ✓ Verified | 
| **Response Automation** | 8.8 (714 reviews) ✓ Verified | 8.4 (2390 reviews) ✓ Verified | 
| **SLA Management** | 8.6 (574 reviews) ✓ Verified | 8.2 (1936 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.7 (703 reviews) ✓ Verified | 8.4 (2410 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.9 (718 reviews) ✓ Verified | 8.6 (2419 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.6 (444 reviews) ✓ Verified | 8.3 (1873 reviews) ✓ Verified | 

#### Generative AI

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 8.0 (31 reviews) | 7.7 (389 reviews) | 
| **AI Text Summarization** | 8.1 (30 reviews) | 7.6 (385 reviews) | 

#### Agentic AI - Help Desk

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 9.3 (7 reviews) | 7.8 (246 reviews) | 
| **Natural Language Interaction** | 9.3 (7 reviews) | 7.9 (244 reviews) | 
| **Proactive Assistance** | 9.3 (7 reviews) | 8.0 (246 reviews) | 

#### Communication Channels

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Customer Portal** | 8.7 (654 reviews) ✓ Verified | 8.5 (2070 reviews) ✓ Verified | 
| **Email to Case** | 9.1 (720 reviews) ✓ Verified | 8.8 (2346 reviews) ✓ Verified | 
| **Chat/Live Support** | 9.1 (699 reviews) ✓ Verified | 8.4 (1756 reviews) ✓ Verified | 
| **Social Integration** | 8.6 (539 reviews) ✓ Verified | 8.0 (1436 reviews) ✓ Verified | 
| **Voice** | 8.7 (381 reviews) ✓ Verified | 8.0 (1334 reviews) ✓ Verified | 

#### Platform

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Mobile User Support** | 7.9 (413 reviews) ✓ Verified | 7.7 (1391 reviews) ✓ Verified | 
| **Customization ** | 8.4 (663 reviews) ✓ Verified | 8.0 (1789 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.7 (526 reviews) ✓ Verified | 8.3 (1965 reviews) ✓ Verified | 
| **Integration** | 8.6 (377 reviews) ✓ Verified | 8.2 (1784 reviews) ✓ Verified | 
| **Reporting** | 8.5 (647 reviews) ✓ Verified | 7.9 (2390 reviews) ✓ Verified | 
| **Dashboards** | 8.8 (694 reviews) ✓ Verified | 8.0 (2426 reviews) ✓ Verified | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | 8.7/10 | 6 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Channels

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Multi-Channel Coverage** | 8.7 (5 reviews) | Not enough data | 
| **Open Listening** | 8.3 (5 reviews) | Not enough data | 
| **Physical Media** | 8.3 (5 reviews) | Not enough data | 

#### Design

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Communications Strategy Development** | 8.0 (5 reviews) | Not enough data | 
| **Create Content** | 8.7 (5 reviews) | Not enough data | 
| **Personalization** | 8.7 (5 reviews) | Not enough data | 
| **Inbound Identification** | 8.9 (6 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.3 (5 reviews) | Not enough data | 

#### Generative AI

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zendesk for Customer Service** | 8.0/10 | 888 |

#### Usability

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **All-Employee Access** | Not enough data | 8.3 (663 reviews) | 
| **Supporting Documents** | Not enough data | 8.3 (660 reviews) | 
| **Two-Way Communication** | Not enough data | 8.4 (634 reviews) | 

#### Reporting

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | 8.3 (586 reviews) | 
| **Trend Analysis** | Not enough data | 7.9 (561 reviews) | 
| **Performance Monitoring** | Not enough data | 8.2 (642 reviews) | 

#### Generative AI

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.3 (175 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (174 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zendesk for Customer Service** | 8.1/10 | 412 |

#### Productivity Tools

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Notes** | Not enough data | 8.5 (322 reviews) | 
| **Internal Discussion** | Not enough data | 8.3 (323 reviews) | 
| **Assignments and Tasks** | Not enough data | 8.4 (310 reviews) | 
| **Workflows** | Not enough data | 8.4 (304 reviews) | 
| **Templates** | Not enough data | 8.5 (314 reviews) | 
| **Integrations** | Not enough data | 8.2 (310 reviews) | 
| **Tagging System** | Not enough data | 8.2 (342 reviews) | 

#### Analytics

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Trends** | Not enough data | 7.7 (262 reviews) | 
| **Performance Tracking** | Not enough data | 8.0 (303 reviews) | 
| **Email Tracking** | Not enough data | 8.2 (291 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.2 (20 reviews) | 
| **Decision Making** | Not enough data | 7.5 (21 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | 8.0/10 | 8 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Channels

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Voice** | 8.8 (7 reviews) | Not enough data | 
| **Social** | 8.1 (7 reviews) | Not enough data | 
| **Web Chat** | 9.3 (7 reviews) | Not enough data | 
| **Mobile SMS** | 5.7 (7 reviews) | Not enough data | 
| **Email** | 8.8 (7 reviews) | Not enough data | 

#### Generative AI

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Functions

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Session Routing** | 9.0 (7 reviews) | Not enough data | 
| **Session Queuing** | 8.8 (7 reviews) | Not enough data | 
| **Concurrent Calling** | 8.1 (7 reviews) | Not enough data | 
| **Speech Analytics** | 6.3 (5 reviews) | Not enough data | 
| **Auto Dialer** | 5.8 (6 reviews) | Not enough data | 
| **IVR** | 8.1 (6 reviews) | Not enough data | 
| **Inbound Screen Pop** | 7.4 (7 reviews) | Not enough data | 
| **Persistent Data** | 8.3 (7 reviews) | Not enough data | 

#### Agentic AI - Contact Center

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Session Summary Notes** | 9.3 (5 reviews) | Not enough data | 
| **Administrator Access** | 8.6 (6 reviews) | Not enough data | 
| **Reporting & Dashboards** | 8.9 (6 reviews) | Not enough data | 
| **Session Recording** | 8.3 (6 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 8.6 (6 reviews) | Not enough data | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zendesk for Customer Service** | 8.0/10 | 88 |

#### Responses

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | Not enough data | 8.2 (62 reviews) | 
| **Route To Human** | Not enough data | 8.6 (70 reviews) | 
| **Natural Language Understanding (NLU)** | Not enough data | 8.2 (68 reviews) | 

#### Automation - AI Agents

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | 7.4 (25 reviews) | 
| **Customer Interaction Automation** | Not enough data | 7.8 (26 reviews) | 
| **Lead Generation** | Not enough data | 7.5 (25 reviews) | 
| **Document Processing** | Not enough data | 7.5 (25 reviews) | 
| **Feedback Collection** | Not enough data | 7.8 (25 reviews) | 

#### Platform

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Conversation Editor** | Not enough data | 8.2 (67 reviews) | 
| **Integration** | Not enough data | 8.2 (65 reviews) | 
| **Human-In-The-Loop** | Not enough data | 8.4 (62 reviews) | 

#### Autonomy -  AI Agents

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 7.8 (24 reviews) | 
| **Adaptive Responses** | Not enough data | 7.4 (25 reviews) | 
| **Task Execution** | Not enough data | 7.4 (26 reviews) | 
| **Problem Solving** | Not enough data | 7.5 (26 reviews) | 

#### Generative AI

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.6 (31 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (30 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | 8.8/10 | 8 |
| **Zendesk for Customer Service** | 8.2/10 | 611 |

#### Responses

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Customization** | 8.6 (7 reviews) | 8.1 (466 reviews) | 
| **Control** | 8.6 (6 reviews) | 8.1 (463 reviews) | 
| **Route To Human** | 8.9 (6 reviews) | 8.3 (445 reviews) | 
| **Menu bars** | 8.9 (6 reviews) | 8.1 (444 reviews) | 
| **Drip sequences** | 8.3 (5 reviews) | 8.1 (353 reviews) | 

#### Platform

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Live chat** | 9.4 (6 reviews) | 8.6 (469 reviews) | 
| **Integrations** | 9.4 (6 reviews) | 8.3 (470 reviews) | 
| **Branding** | 8.9 (6 reviews) | 8.3 (461 reviews) | 
| **Analytics** | 8.6 (6 reviews) | 8.2 (465 reviews) | 
| **A/B testing** | Not enough data | Feature Not Available | 
| **Role-based access** | 8.9 (6 reviews) | Feature Not Available | 
| **Collection of information** | 8.9 (6 reviews) | 8.4 (453 reviews) | 

#### Generative AI

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 8.1 (6 reviews) | 8.2 (111 reviews) | 
| **AI Text Summarization** | 8.3 (6 reviews) | 8.2 (109 reviews) | 

### Feedback Analytics

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Feedback Management

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Tagging** | Not enough data | Not enough data | 
| **Segmentation** | Not enough data | Not enough data | 
| **Custom Reports and Dashboards** | Not enough data | Not enough data | 

#### Feedback Analysis

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Thematic Analysis** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **NPS/CSAT Scoring** | Not enough data | Not enough data | 

#### Feedback Sources

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Online Reviews** | Not enough data | Not enough data | 
| **Surveys** | Not enough data | Not enough data | 
| **Social Media** | Not enough data | Not enough data | 
| **Customer Service Channels** | Not enough data | Not enough data | 

#### Generative AI

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zendesk for Customer Service** | 8.1/10 | 1095 |

#### Conversational Platform

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | Not enough data | 8.1 (861 reviews) | 
| **Omnichannel** | Not enough data | 8.3 (716 reviews) | 
| **Contextual Engagement** | Not enough data | 8.2 (682 reviews) | 
| **Proactive Engagement** | Not enough data | 8.2 (748 reviews) | 

#### Support Automation

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.1 (712 reviews) | 
| **Seamless Escalation** | Not enough data | 8.3 (757 reviews) | 
| **Transcripts** | Not enough data | 8.4 (717 reviews) | 
| **Self-Serve Support** | Not enough data | 8.1 (790 reviews) | 

#### Generative AI

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (203 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (202 reviews) | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zendesk for Customer Service** | 8.4/10 | 196 |

#### Messaging Channels

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **SMS Messaging** | Not enough data | 7.5 (76 reviews) | 
| **Email** | Not enough data | 9.0 (169 reviews) | 
| **Voice Messaging** | Not enough data | 8.2 (92 reviews) | 
| **Two way messaging** | Not enough data | 8.5 (100 reviews) | 

#### Administration

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Scheduling** | Not enough data | 8.2 (106 reviews) | 
| **Triggered Notifications** | Not enough data | 8.9 (154 reviews) | 
| **Segmentation** | Not enough data | 8.3 (109 reviews) | 
| **Integrations** | Not enough data | 8.4 (142 reviews) | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Platform

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Omnichannel** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Call Routing** | Not enough data | Not enough data | 
| **Call Back** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Automatic Call Distribution** | Not enough data | Not enough data | 

#### Generative AI

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Workforce Management

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Call Monitoring** | Not enough data | Not enough data | 
| **Performance Evaluation** | Not enough data | Not enough data | 

#### Call Center Infrastructure (CCI)

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Call Recording** | Not enough data | Not enough data | 
| **Reporting & Dashboards** | Not enough data | Not enough data | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zendesk for Customer Service** | 7.9/10 | 111 |

#### Customer Support

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Text** | Not enough data | 8.1 (83 reviews) | 
| **Speech** | Not enough data | 7.5 (75 reviews) | 
| **Knowledge Base** | Not enough data | 8.1 (84 reviews) | 

#### Automation

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 8.1 (85 reviews) | 
| **Customization** | Not enough data | 8.2 (82 reviews) | 
| **Intelligent Routing** | Not enough data | 8.1 (82 reviews) | 

#### Artificial Intelligence

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Learning** | Not enough data | 7.8 (80 reviews) | 
| **Language** | Not enough data | 7.6 (79 reviews) | 
| **Conversational AI** | Not enough data | 7.7 (84 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | 8.7/10 | 951 |
| **Zendesk for Customer Service** | 8.3/10 | 2692 |

#### Generative AI

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 8.6 (22 reviews) | Feature Not Available | 
| **AI Text Summarization** | 8.0 (23 reviews) | 7.9 (205 reviews) | 
| **AI Text-to-Speech** | 7.7 (22 reviews) | Feature Not Available | 

#### Communication

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Pop-up Chat** | 9.3 (486 reviews) ✓ Verified | 8.6 (949 reviews) ✓ Verified | 
| **Notifications** | 9.0 (489 reviews) ✓ Verified | 8.4 (963 reviews) ✓ Verified | 
| **Targeted Emails** | 8.9 (376 reviews) ✓ Verified | 8.1 (718 reviews) | 
| **In-App Messaging** | 9.0 (375 reviews) ✓ Verified | 8.5 (735 reviews) ✓ Verified | 
| **Co-Browsing** | 8.8 (61 reviews) | 8.0 (519 reviews) | 

####  Internal Use

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | 8.4 (663 reviews) ✓ Verified | 8.0 (1789 reviews) ✓ Verified | 
| **Conversation Archiving** | 9.1 (422 reviews) ✓ Verified | 8.5 (846 reviews) ✓ Verified | 
| **Lead Development** | 8.5 (55 reviews) | 8.1 (648 reviews) | 
| **Knowledge Base** | 8.9 (403 reviews) ✓ Verified | 8.5 (897 reviews) | 
| **Team Inbox ** | 9.1 (384 reviews) ✓ Verified | 8.6 (827 reviews) ✓ Verified | 
| **Customer Profiles** | 8.9 (382 reviews) ✓ Verified | 8.3 (846 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | 8.4/10 | 484 |
| **Zendesk for Customer Service** | 8.2/10 | 1778 |

#### Generative AI

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Summarization** | 7.8 (17 reviews) | Feature Not Available | 

#### Self-Service Experience

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Knowledge Base** | 9.1 (324 reviews) | 8.5 (1520 reviews) | 
| **Searchable Articles** | 8.9 (305 reviews) | 8.5 (1442 reviews) | 
| **Community Forums** | 8.9 (273 reviews) | 8.0 (1023 reviews) | 
| **Mobile Optimization** | 8.1 (41 reviews) | 7.7 (646 reviews) | 
| **Personalization** | 8.3 (45 reviews) | 8.0 (778 reviews) | 

#### Self-Service Platform

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Branding** | 8.6 (46 reviews) | 8.3 (828 reviews) | 
| **Automation** | 8.3 (47 reviews) | 8.2 (847 reviews) | 
| **Artificial Intelligence** | 7.4 (41 reviews) | 7.7 (671 reviews) | 
| **Integrations** | 8.7 (43 reviews) | 8.2 (813 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (62 reviews) | 
| **Multi-step Planning** | Not enough data | 8.3 (62 reviews) | 
| **Cross-system Integration** | Not enough data | 8.3 (64 reviews) | 
| **Adaptive Learning** | Not enough data | 8.6 (62 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.6 (60 reviews) | 
| **Proactive Assistance** | Not enough data | 8.3 (62 reviews) | 
| **Decision Making** | Not enough data | 8.1 (62 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | 9.0/10 | 320 |
| **Zendesk for Customer Service** | 8.4/10 | 840 |

#### Generative AI

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.9 (13 reviews) | 7.4 (77 reviews) | 
| **AI Text Summarization** | 7.9 (13 reviews) | 7.5 (78 reviews) | 

#### Process

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Mentions** | 9.0 (56 reviews) | 8.4 (563 reviews) | 
| **Tickets** | 9.3 (252 reviews) | 9.1 (743 reviews) | 
| **Macros** | 9.1 (196 reviews) | 8.8 (692 reviews) | 

#### Channels

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Email** | 9.3 (248 reviews) | 9.0 (742 reviews) | 
| **Social** | 9.0 (232 reviews) | 8.4 (586 reviews) | 
| **Live Chat** | 9.3 (249 reviews) | 8.7 (565 reviews) | 
| **Phone** | 9.1 (186 reviews) | 8.2 (486 reviews) | 
| **Text** | Feature Not Available | 8.3 (421 reviews) | 

#### Insight

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Surveys** | 9.0 (174 reviews) | 8.1 (539 reviews) | 
| **Reporting** | 9.0 (222 reviews) | 8.3 (647 reviews) | 
| **Visitor Activity** | 9.2 (220 reviews) | 8.5 (562 reviews) | 
| **Help Desk** | 9.3 (225 reviews) | 8.7 (666 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | 8.3/10 | 14 |
| **Zendesk for Customer Service** | 8.1/10 | 77 |

#### Generative AI

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 8.0 (14 reviews) | 7.8 (67 reviews) | 
| **AI Text Summarization** | 7.6 (14 reviews) | 7.7 (66 reviews) | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Generative AI

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Survey Management

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Brand Design Consistency** | Not enough data | Not enough data | 
| **Survey Deployment** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Device Responsiveness** | Not enough data | Not enough data | 

#### Process Management

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Feedback Aggregation** | Not enough data | Not enough data | 
| **Trigger Alerts** | Not enough data | Not enough data | 
| **Real-Time Analysis** | Not enough data | Not enough data | 
| **Real-Time Action** | Not enough data | Not enough data | 

#### System Management

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Security** | Not enough data | Not enough data | 
| **System Monitoring** | Not enough data | Not enough data | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Conversational AI - Conversational Commerce Platforms

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **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 | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **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 | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Conversational analytics** | Not enough data | Not enough data | 
| **Advance reporting** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zendesk for Customer Service** | 8.3/10 | 107 |

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

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.4 (71 reviews) | 
| **Contextual Response Generation** | Not enough data | 8.1 (70 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.2 (69 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 8.3 (69 reviews) | 
| **Multilingual Support** | Not enough data | 8.2 (68 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 8.2 (70 reviews) | 
| **Feedback Collection** | Not enough data | 8.4 (70 reviews) | 
| **Escalation Handling** | Not enough data | 8.3 (70 reviews) | 
| **Workflow Optimization** | Not enough data | 8.5 (69 reviews) | 

#### Automation

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.7 (73 reviews) | 
| **Feedback Collection** | Not enough data | 8.6 (70 reviews) | 
| **Document Processing** | Not enough data | 7.9 (68 reviews) | 

#### Autonomy

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 8.1 (68 reviews) | 
| **Adaptive Responses** | Not enough data | 8.4 (67 reviews) | 
| **Task Execution** | Not enough data | 8.3 (69 reviews) | 
| **Problem Solving** | Not enough data | 8.3 (70 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **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 | 

### Workforce Management

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zendesk for Customer Service** | 9.5/10 | 22 |

#### Platform

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | Not enough data | 9.6 (15 reviews) | 
| **Integration APIs** | Not enough data | 9.1 (13 reviews) | 
| **Internationalization** | Not enough data | 9.6 (8 reviews) | 
| **User, Role, and Access Management** | Not enough data | 9.5 (11 reviews) | 
| **Performance** | Not enough data | 8.8 (10 reviews) | 
| **Mobility** | Not enough data | 9.0 (7 reviews) | 
| **Reporting** | Not enough data | 9.3 (10 reviews) | 
| **Dashboards** | Not enough data | 8.8 (11 reviews) | 

#### Workforce Management Platform Features

| Feature | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Labor Forecasting** | Not enough data | Not enough data | 
| **Shift Scheduling** | Not enough data | Not enough data | 
| **Time & Attendance Tracking** | Not enough data | Not enough data | 
| **Absence & Leave Management** | Not enough data | Not enough data | 
| **Skills Management** | Not enough data | Not enough data | 
| **Succession Planning** | Not enough data | Not enough data | 
| **Workforce Analytics** | Not enough data | Not enough data | 
| **Self-Service Capabilities** | Not enough data | Not enough data | 
| **Mobile Shift Scheduling** | Not enough data | Not enough data | 
| **Team Communication** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (9):** [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), [Chatbots Software](https://www.g2.com/categories/chatbots), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)

**Unique to LiveAgent (5):** [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management), [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to Zendesk for Customer Service (6):** [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Workforce Management Software](https://www.g2.com/categories/workforce-management), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification)


---
## Reviewer Demographics

### By Company Size

| Segment | LiveAgent | Zendesk for Customer Service | 
|---|---|---|
| **Small-Business** | 67.3% | 40.9% | 
| **Mid-Market** | 23.2% | 45.7% | 
| **Enterprise** | 9.5% | 13.4% | 

### By Industry

#### LiveAgent

- **Information Technology and Services:** 12.9%
- **Computer Software:** 7.2%
- **Marketing and Advertising:** 5.5%
- **Retail:** 5.5%
- **Internet:** 4.5%
- **Leisure, Travel & Tourism:** 3.7%
- **Computer & Network Security:** 3.0%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.5%
- **Education Management:** 2.2%
- **Other:** 50.0%

#### Zendesk for Customer Service

- **Computer Software:** 14.1%
- **Information Technology and Services:** 12.7%
- **Financial Services:** 5.8%
- **Retail:** 5.0%
- **Consumer Services:** 4.4%
- **Internet:** 3.5%
- **Marketing and Advertising:** 3.2%
- **Telecommunications:** 2.9%
- **Health, Wellness and Fitness:** 2.2%
- **Consumer Goods:** 2.1%
- **Other:** 44.1%

---
## Alternatives

### Alternatives to LiveAgent

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3745 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7598 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7329 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2465 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.4/5 stars (806 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1905 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2913 reviews)

### Alternatives to Zendesk for Customer Service

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3851 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1905 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3745 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2465 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (560 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7329 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2913 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)

---
## Top Discussions

### LiveAgent

- Title: [Has there been any reports of getting support from a Bot on liveagent?](https://www.g2.com/discussions/12112-has-there-been-any-reports-of-getting-support-from-a-bot-on-liveagent) — 2 comments, 1 upvote
  > **Top comment:** "LiveAgent offer many integration apps. One of them is Quriobot which is a bot for your Live chat. 

I never used it but I know it possible to do so, read..."
- Title: [What is LiveAgent used for?](https://www.g2.com/discussions/what-is-liveagent-used-for) — 1 comment
  > **Top comment:** "LiveAgent is a customer support and help desk software that provides businesses with a unified platform to manage customer communications across various..."
- Title: [how do i see the entire display of the ticket without clicking the enlarge button?](https://www.g2.com/discussions/how-do-i-see-the-entire-display-of-the-ticket-without-clicking-the-enlarge-button) — 1 comment, 1 upvote
  > **Top comment:** "Ticket"
- Title: [Do you offer standalone licenses as well?](https://www.g2.com/discussions/do-you-offer-standalone-licenses-as-well) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Prices of on-premise licenses start at $899 (one-time-fee, 3 agent seats included).
https://www.ladesk.com/pricing/standalone/"

### Zendesk for Customer Service

- Title: [Is zendesk any good?](https://www.g2.com/discussions/is-zendesk-any-good) — 8 comments, 1 upvote
  > **Top comment:** "For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other..."
- Title: [Is there a free version of Zendesk?](https://www.g2.com/discussions/is-there-a-free-version-of-zendesk) — 7 comments, 1 upvote
  > **Top comment:** "There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. "
- Title: [How is Zendesk Support Suite transforming the customer service experience in various industries?](https://www.g2.com/discussions/how-is-zendesk-support-suite-transforming-the-customer-service-experience-in-various-industries) — 6 comments, 4 upvotes
  > **Top comment:** "I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven..."
- Title: [What is Zendesk Support Suite?](https://www.g2.com/discussions/what-is-zendesk-support-suite) — 4 comments, 3 upvotes
  > **Top comment:** "A single platform for handling all Customer Support activities."
- Title: [What is Zendesk Support Suite used for?](https://www.g2.com/discussions/what-is-zendesk-support-suite-used-for) — 3 comments, 1 upvote
  > **Top comment:** "Zendesk is a ticketing tool from from where we can respond to customers through email."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/liveagent-vs-zendesk-for-customer-service)