A request might arrive by email, another through chat, and a third as a phone call, and I still had to figure out whether all three were describing the same issue. LiveAgent pulls email, live chat, calls, social messaging, and customer portal requests into a single ticketing flow, which saves a lot of time when I’m deciding whether something belongs with support, infrastructure, or development. The features we rely on most to keep that flow under control are Automation Rules, Time Rules, and SLA Rules. We can change priority, add tags, transfer tickets, send responses, resolve cases, or trigger HTTP requests based on department, status, custom fields, or priority. As a result, access requests, production incidents, and internal support issues don’t depend entirely on someone watching the inbox and manually recognizing patterns. SLA Levels are also helpful because we can set different expectations for first response, next response, assignment, resolution, chat, and calls, while still respecting business hours and holidays. One unexpected benefit has been using SLA breaches to spot categories where the real problem wasn’t support speed at all, but limited capacity or a dependency on another team. Review collected by and hosted on G2.com.

Ticketing, chat, calls, reporting, the knowledge base, automation, and AI all live in the same environment, so the first few days can feel a bit heavier than using a simple help desk. We got better results by training people on the specific workflows they actually owned, rather than trying to teach the entire platform all at once. Review collected by and hosted on G2.com.

I appreciated how reliable all of LiveAgent's functions were, providing all the benefits we needed for effective customer response management. A major advantage of LiveAgent was its multi-site live chat system, which enabled us to seamlessly manage customer inquiries across multiple websites from the same hub. With LiveAgent, we consistently delivered a positive customer experience. Review collected by and hosted on G2.com.

LiveAgent's drawbacks were minimal. I appreciated how it delivered real-time notifications for chat requests and messages. It was great that using the web browser didn't negatively impact the mobile app. I also appreciated that LiveAgent's functional limitations were reasonable for a paid service. Review collected by and hosted on G2.com.

LiveAgent facilitated communication between all departments involved in customer service. I appreciated how it streamlined real-time request receipt and immediate responses. LiveAgent provided a single dashboard that displayed everything, significantly reducing response times. It's great that LiveAgent is constantly updated with new features that enhance service efficiency. I appreciated LiveAgent's efficiency in storing and readily accessible data related to all tickets and chats. The mobile app is excellent and consistently effective, simplifying the handling of any number of tickets and seamlessly navigating between conversations. Review collected by and hosted on G2.com.

No downsides, no complications with LiveAgent. The reports are excellent and consistently error-free. Review collected by and hosted on G2.com.

Managing emails or social media messages as support tickets through LiveAgent and making everything easily accessible for teams to review interactions has supported our ability to ensure consistent service quality. Review collected by and hosted on G2.com.

I would like to select the reply box that covers part of the original ticket and improve the auto-complete text. Review collected by and hosted on G2.com.

Ease of use of the plaform. Ability to segment data based and add tags as needed. Review collected by and hosted on G2.com.

UX is a bit disappointing and not up to industry standard. Also the tool is a jack of all trades, but master of none in our experience. Review collected by and hosted on G2.com.

I love the simplicity of setting up LiveAgent, its ergonomics, and the flexibility of the reports. The management of the knowledge base and the chatbot with FlowHunt are great because they allow us to open our knowledge base to our customers and colleagues, which eliminates many level 1 inquiries. FlowHunt enables this automation through chat by drawing from our knowledge base to guide customers in their self-resolution. Additionally, we chose LiveAgent for its best features and the possible integration of telephony, as well as the ability to open the knowledge base and the chatbot. The initial installation was very easy, set up in just 15 days. Review collected by and hosted on G2.com.

It seems to me that a contact can only belong to one company, yet we have clients who have multiple companies. On the other hand, we cannot include this data in the forms, the client cannot choose the company for which the incident is encountered, so we have chosen to keep our form. Review collected by and hosted on G2.com.

It simplifies communication with our employees, who in our case are scattered across the state. It also gives us a broader view of common issues and helps us track them more effectively until they’re fully resolved. Both the ticketing software and the knowledgebase have been big leaps forward for us.

Customer support is also great and timely. I feel confident that bugs and hiccups will be addressed—if not immediately, then within the foreseeable future. Review collected by and hosted on G2.com.

The forms system could be more robust—for example, by offering some math-based automation under the hood. A few other features also haven’t quite met our needs, like being able to automatically create a new ticket in another department when a user submits a ticket. These are edge cases for us, though. Review collected by and hosted on G2.com.

I find LiveAgent very easy to use and straightforward. It is quite cost-effective compared to other solutions we've used before. Logging and creating tickets is simple and direct with LiveAgent. I appreciate that we haven't encountered any issues so far. The setup process was also straightforward, as indicated by our team's experience, with no challenges reported. Review collected by and hosted on G2.com.

It suddenly signs me out of LiveAgent when I’m idle, and then my work timer resets. Review collected by and hosted on G2.com.

What I like most about LiveAgent is its ease of use. The ability to categorize tickets by support department or project made it easy to quickly identify and route tasks to the appropriate party. LiveAgent's efficient and user-friendly ticketing system is fantastic, helping us organize and respond to all customer inquiries and issues in record time. I appreciate the multiple support channels it provides, which consolidate all communication channels in one place. Review collected by and hosted on G2.com.

What I don't like about LiveAgent is that its control panel interface is somewhat basic, and it would be better if the customization options were more flexible. I also dislike the slow page loading times during periods of high traffic. Review collected by and hosted on G2.com.

I like the ease of use and navigation. The entire application is very clear and easy to use. I use it for tickets opened via email. Review collected by and hosted on G2.com.

I would improve data extraction from reports, for example it is not possible to extract the companies associated with the tickets Review collected by and hosted on G2.com.