I had been using FreshDesk for a year. We had been happy, but annoyed at different things, and waiting and waiting for feature improvements. Finally after dealing with some downtime, went looking and ended up checking out LiveAgent. It only took me 5 minutes to see its what I was wanting. I very quick started their FreshDesk import to get our 10,000 tickets migrated over. Pointed our email, and off we went. The moment I saw realtime ticket entry being done by another agent, I was all in. I paid, and moved our chat service over to LiveAgent too. Very happy with them so far. The iphone app works pretty well, allows me to do quick replies and see tickets bigger, including pinch to zoom on an image, etc.
Search *works* in LiveAgent which is something we had been missing from FreshDesk implementation, and the cost was at least 50% cheaper for us than FreshDesk...even with our "special" rate they gave us after complaining it was too expensive for having their so called "realtime" and agent collision features.
LiveAgent is far more refined and well thought out when compared to FreshDesk, and others. I can very quickly move through tickets, chats, see what people are writing before they send the message, etc.
The iPhone app is a bit immature. Every time I re-open it it displays a bunch of error messages, and then eventually settles down...I can then refresh and see the tickets and its fine. Its missing things like using canned responses, etc. And it has bugs where incoming chats disable the app until the chat gets answered... But these issues should not be hard to overcome. FreshDesk had a more mature iphone app, but even it had plenty of bugs, tickets that crashed it, blank ticket lists, etc. So in comparing to Freshdesk...its missing some important things, but neither are bug free. So improvements there are needed.
We miss the ability to "Merge" tickets, but with the realtime features, we can overlook it.