We have been users of LiveAgent since late 2016/early 2017.
Our #1 problem with LiveAgent is that they never fix what is broken in a timely manner, nor do they help with solving real issues with their platform
Let's start with SLAs.
1. For starters, they don't properly implement time zones on their platform. While that doesn't sound so bad, it affects how the system determines whether you are meeting your SLAs (which IS a big deal).
2. When a client's user emails you, the system has no built in mechanism for you to determine what client that user belongs to. It could be very simply done by matching email domains, but that isn't implemented and there is no easy way (using their rules system) to implement that yourself. Of the thousands of users we support, their expectation is that we manually assign each customer to a company---and there is no way to mass assign them either.
Since September of 2020 (it is now late November 2020) we identified an issue where the ticket system either dropped or completely misassigned ticket recipients. This has led to numerous problems with our customers who have accused us of not responding to them in a timely manner. We in fact did, but the response was not sent to the proper recipient because of this issue. Despite the fact that we have demonstrated this issue to support on multiple occasions, it still hasn't been fixed--and their only response is "well, I think it will be fixed in the next version."
If you end up with duplicate companies (aka clients) which is quite easy to do considering the Companies screen doesn't have a properly implemented alphabetical sort--you have NO way to merge them. You have to go through your contacts and assign them to the one you want. These issues have also been ignored by development. Review collected by and hosted on G2.com.