G2

Kevin D.

IT Project Manager

Information Technology and Services

Mid-Market (51-1000 emp.)

10/22/2026

"Time Rules took a lot of manual follow-up off the PM!"

4.5/5

What do you like best about LiveAgent?

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.

What do you dislike about LiveAgent?

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.

What problems is LiveAgent solving and how is that benefiting you?

One Monday after an update, several access-related tickets started coming in, but at first they looked like routine password problems because each user described the issue in a different way. Two arrived by email, one through chat, and another was escalated from a call. We used an Automation Rule to apply a shared incident tag, moved the tickets into the technical queue, and set a shorter SLA while we confirmed whether this was actually a broader outage. That initial setup also surfaced a gap in our own rules: a Time Rule meant for unanswered tickets was still firing on those incident-tagged requests and sending follow-ups while engineering was actively investigating. We fixed it by adding an exclusion for the incident tag and relying on the SLA as the primary signal for that workflow. After the incident, we went back through the ticket history and the SLA Compliance Report to pinpoint how long it took from the first report to technical escalation. That completely changed the post-incident conversation. Instead of debating whether support was slow or whether engineering got the issue too late, we could see exactly where the delay occurred. We then adjusted our triage rules, and the next time the same pattern showed up, the tickets reached the right team much earlier—without waiting for someone to connect the dots manually. Review collected by and hosted on G2.com.