# LiveAgent vs Zoho Desk Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Zoho Desk excels in providing a comprehensive solution for managing customer interactions, with users appreciating its ability to connect with vendors and customers seamlessly. One user highlighted the convenience of marking items as pending, which helps in organizing tasks related to various stakeholders.
- **Users say** that LiveAgent stands out for its affordability, making it a competitive option for small businesses. Reviewers noted that it offers a low-cost package that is hard to find elsewhere, which is particularly beneficial for teams looking to manage costs while still accessing robust features.
- **According to verified reviews** , Zoho Desk shines in automating repetitive tasks, allowing users to streamline their workflow. One user mentioned how the software automatically routes tickets and applies priorities based on predefined rules, significantly reducing manual effort and improving efficiency.
- **Reviewers mention** that LiveAgent provides a user-friendly chat feature that is highly valued by teams. Users appreciate its comprehensive nature, which not only aids in customer communication but also helps track common issues effectively, enhancing overall team collaboration.
- **G2 reviewers highlight** that while Zoho Desk has a slightly lower rating in terms of support quality compared to LiveAgent, it still offers valuable features like live chat and customizable workflows. Users enjoy the flexibility to modify workflows as needed, which can be crucial for adapting to changing business requirements.
- **Users report** that LiveAgent's ticketing system is particularly effective, with many praising its ability to simplify communication among dispersed teams. This feature allows for better tracking of issues until resolution, which is essential for maintaining high customer satisfaction levels.



| | LiveAgent | Zoho Desk | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 1,538 | 7,623 | 
| **Largest Market Segment** | Small-Business (67.4% of reviews) | Small-Business (72.9% of reviews) | 
| **Entry Level Price** | Starting at $15.00 1 agent / Per Month | $0.00 | 

---
## Top Pros & Cons

### LiveAgent

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

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

### Zoho Desk

Pros:
- Ease of Use (622 reviews)
- Features (462 reviews)

Cons:
- Learning Curve (297 reviews)
- Steep Learning Curve (211 reviews)

---
## Ratings Comparison
| Rating | LiveAgent | Zoho Desk | 
|---|---|---|
  | **Meets Requirements** | 8.9 (1300 reviews) | 8.7 (6129 reviews) | 
  | **Ease of Use** | 8.9 (1305 reviews) | 8.5 (6210 reviews) | 
  | **Ease of Setup** | 8.7 (868 reviews) | 8.1 (5481 reviews) | 
  | **Ease of Admin** | 8.9 (854 reviews) | 8.3 (4932 reviews) | 
  | **Quality of Support** | 9.1 (1239 reviews) | 8.3 (5515 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.1 (830 reviews) | 8.4 (4460 reviews) | 
  | **Product Direction (% positive)** | 8.9 (1264 reviews) | 8.9 (5848 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

### Zoho Desk

#### Entry-Level Pricing

Plan: FREE

Price: $0.00

Description: Completely Free upto 3 agents

Key Features:
- Email Ticketing
- Customer Management
- Private Knowledge Base 

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

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | 8.7/10 | 1086 |
| **Zoho Desk** | 8.1/10 | 4367 |

#### Ticket and Case Management

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Ticket creation user experience** | 9.0 (780 reviews) ✓ Verified | 8.7 (3494 reviews) ✓ Verified | 
| **Ticket response user experience** | 9.0 (780 reviews) ✓ Verified | 8.5 (3388 reviews) ✓ Verified | 
| **Workflow** | 8.7 (758 reviews) ✓ Verified | 8.4 (3217 reviews) ✓ Verified | 
| **Response Automation** | 8.8 (714 reviews) ✓ Verified | 8.3 (2970 reviews) ✓ Verified | 
| **SLA Management** | 8.6 (574 reviews) ✓ Verified | 8.2 (2696 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.7 (703 reviews) ✓ Verified | 8.4 (2918 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.9 (718 reviews) ✓ Verified | 8.5 (2951 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.6 (444 reviews) ✓ Verified | 8.3 (2532 reviews) ✓ Verified | 

#### Generative AI

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 8.0 (31 reviews) | 7.4 (972 reviews) | 
| **AI Text Summarization** | 8.1 (30 reviews) | 7.4 (953 reviews) | 

#### Agentic AI - Help Desk

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | 9.3 (7 reviews) | 7.1 (359 reviews) | 
| **Natural Language Interaction** | 9.3 (7 reviews) | 7.2 (362 reviews) | 
| **Proactive Assistance** | 9.3 (7 reviews) | 7.2 (359 reviews) | 

#### Communication Channels

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Customer Portal** | 8.7 (654 reviews) ✓ Verified | 8.3 (2882 reviews) ✓ Verified | 
| **Email to Case** | 9.1 (720 reviews) ✓ Verified | 8.6 (3137 reviews) ✓ Verified | 
| **Chat/Live Support** | 9.1 (699 reviews) ✓ Verified | 8.2 (2424 reviews) ✓ Verified | 
| **Social Integration** | 8.6 (539 reviews) ✓ Verified | 8.0 (2164 reviews) ✓ Verified | 
| **Voice** | 8.7 (381 reviews) ✓ Verified | 7.8 (1930 reviews) ✓ Verified | 

#### Platform

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Mobile User Support** | 7.9 (413 reviews) ✓ Verified | 8.1 (2308 reviews) ✓ Verified | 
| **Customization ** | 8.4 (663 reviews) ✓ Verified | 8.2 (2759 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.7 (526 reviews) ✓ Verified | 8.4 (2863 reviews) ✓ Verified | 
| **Integration** | 8.6 (377 reviews) ✓ Verified | 8.2 (2377 reviews) ✓ Verified | 
| **Reporting** | 8.5 (647 reviews) ✓ Verified | 8.3 (2855 reviews) ✓ Verified | 
| **Dashboards** | 8.8 (694 reviews) ✓ Verified | 8.4 (2989 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zoho Desk** | 8.2/10 | 377 |

#### Administration

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Database Management ** | Not enough data | 8.2 (344 reviews) | 
| **Data Workflows** | Not enough data | 8.2 (342 reviews) | 
| **Issue Management** | Not enough data | 8.4 (346 reviews) | 

#### Knowledge Management

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.6 (325 reviews) | 
| **Publishing Workflows** | Not enough data | 8.2 (316 reviews) | 
| **Analytics** | Not enough data | 8.2 (322 reviews) | 

#### Compliance

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Policies and Controls** | Not enough data | 8.3 (337 reviews) | 
| **Data Governance** | Not enough data | 8.3 (334 reviews) | 
| **Compliance** | Not enough data | 8.2 (336 reviews) | 
| **Auditing** | Not enough data | 8.1 (334 reviews) | 

#### Customer Support

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Intelligent Search** | Not enough data | 8.2 (311 reviews) | 
| **Suggestions** | Not enough data | 8.2 (312 reviews) | 
| **Decision Trees** | Not enough data | 8.0 (310 reviews) | 

#### Data Security

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.1 (336 reviews) | 
| **Data Transport** | Not enough data | 8.1 (330 reviews) | 
| **Access Management** | Not enough data | 8.4 (335 reviews) | 
| **Multi-Factor Authentication** | Not enough data | 8.4 (333 reviews) | 

#### Administration

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Integrations** | Not enough data | 8.1 (313 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.4 (315 reviews) | 
| **Performance and Reliability** | Not enough data | 8.5 (313 reviews) | 

#### Generative AI

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.6 (248 reviews) | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | 8.7/10 | 6 |
| **Zoho Desk** | 7.9/10 | 612 |

#### Channels

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Multi-Channel Coverage** | 8.7 (5 reviews) | 8.2 (579 reviews) | 
| **Open Listening** | 8.3 (5 reviews) | 8.0 (558 reviews) | 
| **Physical Media** | 8.3 (5 reviews) | Feature Not Available | 

#### Design

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Communications Strategy Development** | 8.0 (5 reviews) | 7.9 (547 reviews) | 
| **Create Content** | 8.7 (5 reviews) | 7.7 (556 reviews) | 
| **Personalization** | 8.7 (5 reviews) | 8.1 (554 reviews) | 
| **Inbound Identification** | 8.9 (6 reviews) | 8.1 (550 reviews) | 
| **Regulatory Compliance** | 8.3 (5 reviews) | 8.1 (533 reviews) | 

#### Generative AI

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (428 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (421 reviews) | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zoho Desk** | 8.2/10 | 461 |

#### Usability

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **All-Employee Access** | Not enough data | 8.3 (448 reviews) | 
| **Supporting Documents** | Not enough data | 8.3 (442 reviews) | 
| **Two-Way Communication** | Not enough data | 8.3 (434 reviews) | 

#### Reporting

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | 8.3 (431 reviews) | 
| **Trend Analysis** | Not enough data | 8.2 (416 reviews) | 
| **Performance Monitoring** | Not enough data | 8.3 (423 reviews) | 

#### Generative AI

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (329 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (324 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Productivity Tools

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Notes** | Not enough data | Not enough data | 
| **Internal Discussion** | Not enough data | Not enough data | 
| **Assignments and Tasks** | Not enough data | Not enough data | 
| **Workflows** | Not enough data | Not enough data | 
| **Templates** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 
| **Tagging System** | Not enough data | Not enough data | 

#### Analytics

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Trends** | Not enough data | Not enough data | 
| **Performance Tracking** | Not enough data | Not enough data | 
| **Email Tracking** | Not enough data | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | 8.0/10 | 8 |
| **Zoho Desk** | N/A | N/A |

#### Channels

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **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 | Zoho Desk | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Functions

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **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 | Zoho Desk | 
|---|---|---|
| **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 | Zoho Desk | 
|---|---|---|
| **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 | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | 8.8/10 | 8 |
| **Zoho Desk** | N/A | N/A |

#### Responses

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Customization** | 8.6 (7 reviews) | Not enough data | 
| **Control** | 8.6 (6 reviews) | Not enough data | 
| **Route To Human** | 8.9 (6 reviews) | Not enough data | 
| **Menu bars** | 8.9 (6 reviews) | Not enough data | 
| **Drip sequences** | 8.3 (5 reviews) | Not enough data | 

#### Platform

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Live chat** | 9.4 (6 reviews) | Not enough data | 
| **Integrations** | 9.4 (6 reviews) | Not enough data | 
| **Branding** | 8.9 (6 reviews) | Not enough data | 
| **Analytics** | 8.6 (6 reviews) | Not enough data | 
| **A/B testing** | Not enough data | Not enough data | 
| **Role-based access** | 8.9 (6 reviews) | Not enough data | 
| **Collection of information** | 8.9 (6 reviews) | Not enough data | 

#### Generative AI

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 8.1 (6 reviews) | Not enough data | 
| **AI Text Summarization** | 8.3 (6 reviews) | Not enough data | 

### Feedback Analytics

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Feedback Management

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **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 | Zoho Desk | 
|---|---|---|
| **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 | Zoho Desk | 
|---|---|---|
| **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 | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Platform

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **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 | Zoho Desk | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Workforce Management

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Call Monitoring** | Not enough data | Not enough data | 
| **Performance Evaluation** | Not enough data | Not enough data | 

#### Call Center Infrastructure (CCI)

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **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 | Zoho Desk | 
|---|---|---|
| **Call Recording** | Not enough data | Not enough data | 
| **Reporting & Dashboards** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | 8.7/10 | 951 |
| **Zoho Desk** | 8.5/10 | 3382 |

#### Generative AI

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 8.6 (22 reviews) | 7.9 (175 reviews) | 
| **AI Text Summarization** | 8.0 (23 reviews) | 8.0 (177 reviews) | 
| **AI Text-to-Speech** | 7.7 (22 reviews) | Feature Not Available | 

#### Communication

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Pop-up Chat** | 9.3 (486 reviews) ✓ Verified | 8.8 (719 reviews) ✓ Verified | 
| **Notifications** | 9.0 (489 reviews) ✓ Verified | 8.7 (760 reviews) ✓ Verified | 
| **Targeted Emails** | 8.9 (376 reviews) ✓ Verified | 8.6 (659 reviews) | 
| **In-App Messaging** | 9.0 (375 reviews) ✓ Verified | 8.6 (632 reviews) ✓ Verified | 
| **Co-Browsing** | 8.8 (61 reviews) | 8.3 (356 reviews) | 

####  Internal Use

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Customization ** | 8.4 (663 reviews) ✓ Verified | 8.2 (2759 reviews) ✓ Verified | 
| **Conversation Archiving** | 9.1 (422 reviews) ✓ Verified | Feature Not Available | 
| **Lead Development** | 8.5 (55 reviews) | 8.4 (455 reviews) | 
| **Knowledge Base** | 8.9 (403 reviews) ✓ Verified | 8.7 (714 reviews) ✓ Verified | 
| **Team Inbox ** | 9.1 (384 reviews) ✓ Verified | 8.7 (693 reviews) ✓ Verified | 
| **Customer Profiles** | 8.9 (382 reviews) ✓ Verified | 8.6 (707 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | 8.4/10 | 484 |
| **Zoho Desk** | 8.0/10 | 1875 |

#### Generative AI

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **AI Text Summarization** | 7.8 (17 reviews) | 7.7 (422 reviews) | 

#### Self-Service Experience

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Knowledge Base** | 9.1 (324 reviews) | 8.5 (1513 reviews) | 
| **Searchable Articles** | 8.9 (305 reviews) | 8.4 (1470 reviews) | 
| **Community Forums** | 8.9 (273 reviews) | 8.1 (1277 reviews) | 
| **Mobile Optimization** | 8.1 (41 reviews) | 8.1 (770 reviews) | 
| **Personalization** | 8.3 (45 reviews) | 8.2 (815 reviews) | 

#### Self-Service Platform

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Branding** | 8.6 (46 reviews) | 8.3 (841 reviews) | 
| **Automation** | 8.3 (47 reviews) | 8.3 (818 reviews) | 
| **Artificial Intelligence** | 7.4 (41 reviews) | 7.8 (731 reviews) | 
| **Integrations** | 8.7 (43 reviews) | 8.2 (766 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.7 (79 reviews) | 
| **Multi-step Planning** | Not enough data | 7.7 (80 reviews) | 
| **Cross-system Integration** | Not enough data | 7.9 (79 reviews) | 
| **Adaptive Learning** | Not enough data | 7.8 (84 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (82 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (80 reviews) | 
| **Decision Making** | Not enough data | 7.8 (85 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | 9.0/10 | 320 |
| **Zoho Desk** | 8.7/10 | 756 |

#### Generative AI

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 7.9 (13 reviews) | 8.2 (121 reviews) | 
| **AI Text Summarization** | 7.9 (13 reviews) | 8.1 (118 reviews) | 

#### Process

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Mentions** | 9.0 (56 reviews) | 8.7 (491 reviews) | 
| **Tickets** | 9.3 (252 reviews) | 9.0 (638 reviews) | 
| **Macros** | 9.1 (196 reviews) | 8.5 (490 reviews) | 

#### Channels

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Email** | 9.3 (248 reviews) | 9.0 (627 reviews) | 
| **Social** | 9.0 (232 reviews) | 8.5 (545 reviews) | 
| **Live Chat** | 9.3 (249 reviews) | 8.7 (516 reviews) | 
| **Phone** | 9.1 (186 reviews) | 8.6 (459 reviews) | 
| **Text** | Feature Not Available | 8.8 (485 reviews) | 

#### Insight

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Surveys** | 9.0 (174 reviews) | 8.7 (494 reviews) | 
| **Reporting** | 9.0 (222 reviews) | 8.9 (546 reviews) | 
| **Visitor Activity** | 9.2 (220 reviews) | 8.8 (516 reviews) | 
| **Help Desk** | 9.3 (225 reviews) | 9.0 (591 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | 8.3/10 | 14 |
| **Zoho Desk** | 7.7/10 | 190 |

#### Generative AI

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | 8.0 (14 reviews) | 7.7 (186 reviews) | 
| **AI Text Summarization** | 7.6 (14 reviews) | 7.7 (185 reviews) | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Generative AI

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Survey Management

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **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 | Zoho Desk | 
|---|---|---|
| **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 | Zoho Desk | 
|---|---|---|
| **Security** | Not enough data | Not enough data | 
| **System Monitoring** | Not enough data | Not enough data | 

### Google Workspace for Sales

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zoho Desk** | 7.3/10 | 7 |

#### Agentic AI - Google Workspace for Sales

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.2 (6 reviews) | 
| **Multi-step Planning** | Not enough data | 7.5 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 6.9 (6 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.9 (6 reviews) | 
| **Proactive Assistance** | Not enough data | 7.2 (6 reviews) | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

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

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | 
| **Contextual Response Generation** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Multilingual Support** | Not enough data | Not enough data | 

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

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Escalation Handling** | Not enough data | Not enough data | 
| **Workflow Optimization** | Not enough data | Not enough data | 

#### Automation

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 

#### Autonomy

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **LiveAgent** | N/A | N/A |
| **Zoho Desk** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | LiveAgent | Zoho Desk | 
|---|---|---|
| **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 (8):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [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), [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 (6):** [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Chatbots Software](https://www.g2.com/categories/chatbots), [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 Zoho Desk (2):** [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Google Workspace for Sales Software](https://www.g2.com/categories/google-workspace-for-sales)


---
## Reviewer Demographics

### By Company Size

| Segment | LiveAgent | Zoho Desk | 
|---|---|---|
| **Small-Business** | 67.4% | 72.9% | 
| **Mid-Market** | 23.1% | 23.6% | 
| **Enterprise** | 9.5% | 3.6% | 

### 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%

#### Zoho Desk

- **Information Technology and Services:** 17.9%
- **Computer Software:** 10.7%
- **Computer & Network Security:** 4.2%
- **Financial Services:** 3.6%
- **Retail:** 3.5%
- **Telecommunications:** 2.9%
- **Marketing and Advertising:** 2.6%
- **Education Management:** 2.4%
- **Accounting:** 2.2%
- **Consumer Services:** 2.2%
- **Other:** 47.7%

---
## Alternatives

### Alternatives to LiveAgent

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6945 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 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 (7331 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 (2466 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (808 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1906 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)

### Alternatives to Zoho Desk

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7331 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6945 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (808 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/"

### Zoho Desk

- Title: [Where do I find training VDO?](https://www.g2.com/discussions/where-do-i-find-training-vdo) — 3 comments, 1 upvote
  > **Top comment:** "They have a lot of videos right here https://www.youtube.com/user/zoho

You should be able to find the video you need on youtube."
- Title: [how do i use chat](https://www.g2.com/discussions/how-do-i-use-chat) — 2 comments, 1 upvote
  > **Top comment:** "What chat are you speaking of?"
- Title: [Is it possible for you to make integration with G suite a breeze?](https://www.g2.com/discussions/12317-is-it-possible-for-you-to-make-integration-with-g-suite-a-breeze) — 2 comments, 1 upvote
  > **Top comment:** "OWNER"
- Title: [How is Zoho Desk enhancing customer service management in diverse business sectors?](https://www.g2.com/discussions/how-is-zoho-desk-enhancing-customer-service-management-in-diverse-business-sectors) — 1 comment, 1 upvote
  > **Top comment:** "Zoho Desk is basically there to stop customer support from being a total mess. Instead of having messages coming in from emails, chats, social media, and..."
- Title: [How does Zoho Desk streamline customer service operations for businesses of all sizes?](https://www.g2.com/discussions/how-does-zoho-desk-streamline-customer-service-operations-for-businesses-of-all-sizes) — 1 comment, 1 upvote
  > **Top comment:** "Zoho Desk integrates with various communication channels, including email, chat, phone, social media, and web forms. This allows businesses to consolidate..."

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