Freshdesk vs LinkLive comparison

Freshworks and LinkLive are both solutions in the Help Desk Software category. Freshworks is ranked #5 with an average rating of 8.1, while LinkLive is ranked #47. Freshworks holds a 3.2% mindshare in HDS, compared to LinkLive’s 0.5% mindshare. Additionally, 93% of Freshworks users are willing to recommend the solution, compared to 100% of LinkLive users who would recommend it.

Freshdesk

Read 41 Freshdesk reviews

4,673 Views
2,897 Comparison Views

93% willing to recommend

LinkLive

Read 9 LinkLive reviews

1,229 Views
528 Comparison Views

100% willing to recommend

Freshdesk

LinkLive

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Freshdesk and LinkLive are competitors in the customer support and communication platform space. Freshdesk is favored for its integration capabilities, while LinkLive has the upper hand in security and compliance.

Features: Freshdesk offers robust automation, integration with various business tools, and AI-driven support features, appealing to efficiency-focused businesses. LinkLive provides strong security features, compliance with industry standards, and a single interface for switching between communication modes, making it ideal for sectors requiring high data protection.

Room for Improvement: Freshdesk could enhance its customization options and improve its interface visual appeal. Its pricing model might also be more flexible for smaller businesses. On the other hand, LinkLive could streamline its initial setup process and expand its integration options. Enhancements in user experience for new users and offering more competitive pricing could also be beneficial.

Ease of Deployment and Customer Service: Freshdesk is known for its cloud-based deployment model that enables easy setup and provides excellent customer support. LinkLive also uses a cloud-based model with an emphasis on encrypted data transfer, resulting in a more complex setup but offering high security. Freshdesk excels in quick response times, while LinkLive provides specialized support tailored for its security features.

Pricing and ROI: Freshdesk offers competitive pricing, making it a cost-effective choice for businesses focused on integration and efficiency. LinkLive requires higher initial investment but offers significant ROI for organizations where compliance and data security are priorities, justifying its premium pricing for enhanced security.

To learn more, read our detailed Freshdesk vs. LinkLive Report (Updated: April 2026).

Buyer's Guide

Freshdesk vs. LinkLive

April 2026

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Helped 893,244 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Freshdesk

Ranking in Help Desk Software

5th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Customer Experience Management (3rd), Field Service Management (3rd), Knowledge Management Software (5th)

LinkLive

Ranking in Help Desk Software

47th

Average Rating

8.8

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Contact Center Platforms (9th), Contact Center as a Service (CCaaS) (9th)

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of Freshdesk is 3.2%, down from 3.2% compared to the previous year. The mindshare of LinkLive is 0.5%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Freshdesk	3.2%
LinkLive	0.5%
Other	96.3%

Help Desk Software

Featured Reviews

Gauri Thakur

Director, Portfolio Projects at Microland Limited

Integrated support workflows have provided a unified view but need broader enterprise flexibility

Freshdesk's scalability could be improved for larger businesses across departments. Its intuitive interface is appealing for small to medium-sized businesses. However, when you look at larger enterprise levels, ServiceNow operates more efficiently. This scalability is an area where Freshdesk could expand its offerings. Additionally, I don't have too much hands-on experience with Freshdesk ticket routing. I need to check with the service desk team if they've used it. Similarly, for analytics capability, I haven't explored much on Freshdesk, but I have done it for ServiceNow. I have seen a lot on ServiceNow and the BMC Remedy, so I can speak better for them. I haven't had the chance to look at it so much that I can do a comparison. I haven't had much experience with Freshdesk's reporting. Within its paradigm of customer service management, Freshdesk is quite scalable. But I've said that inter-department and the interoperability is better off in ServiceNow than in Freshdesk.

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Laurie A Aspinwall

VP, Service Center & Digital Banking Manager at Newburyport Bank

Great video conferencing, in-chat calling, and document sharing

I would give LinkLive a perfect ten out of ten rating. Despite being on a month-to-month contract, we could have easily switched to another provider. However, doing so would have been more expensive and time-consuming due to the simplicity and reliability of LinkLive's system. Their system's exceptional redundancy ensures consistent uptime, minimizing disruptions and downtime. LinkLive has recently been expanded from its initial implementation in the service center to encompass the entire company. Additionally, due to our merger with another financial institution, LinkLive is now being utilized by both entities. Before I joined the company, our organization had engaged a consultant to identify suitable customer engagement solutions. At that time, I was not particularly keen on LinkLive as they were not a widely recognized name. I favored more established options like Genesys and Five9. Consequently, I was initially skeptical of LinkLive. When we first adopted LinkLive, their technology was not yet fully mature. However, over the past few years, they have transformed into a completely different company. They have made significant investments in technological advancements and have emerged as a frontrunner in the industry. Moreover, LinkLive is exceptionally collaborative. We regularly provide suggestions, and their engineers are always receptive to our feedback and are willing to implement enhancement requests. Many of the enhancements they have made are based on our recommendations. As a result, LinkLive has evolved into a highly progressive technology company, and we are proud to be associated with them. LinkLive requires maintenance when we add or remove people. We are working on an enhancement with them to automate this process, making it the same as for phone numbers. This enhancement will cover permissions, call routing, and other relevant aspects. LinkLive may not have the same brand recognition as some of its competitors, but the value it offers is unmatched. The chat functionality is far superior to anything else on the market, and the sound quality is exceptional. Additionally, the people at LinkLive are passionate about technological innovation and committed to providing their customers with the best possible experience.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The UI is easy to use."

"Overall, this is a good and robust solution that offers an extensive number of features that we have not yet used."

"It is very easy to make reports."

"It generated reports for us, which helped us identify the status of requests and the aging of requests."

"I used Freshdesk for communication with the clients, such as real-time chats."

"Aside from sending a ticket to client, it can also send an image."

"The organization between other departments is the solution's most valuable aspect."

"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."

More Freshdesk pros

"More customers are getting taken care of, and that means we are seeing customer satisfaction."

"It's very reliable and we haven't had much experience with any downtime or dropped calls, which, of course, is one of the most important things to us. That's been a big win for us."

"It improves our member experience and keeps them as members of our credit union."

"Being the president of our organization, I love the secured email because there are a lot of messages that I have to send out that are secure. There have not been any issues with sending the messages or with individuals receiving and viewing them."

"LinkLive makes us more progressive in terms of efficiency and productivity. It is just a better customer experience."

"Because of the effective tool and good experiences, we upgraded to the latest version with document sharing and video."

"Since we implemented LinkLive, it's been something we no longer think about as leaders, as staff, or as an organization."

"Within two months from a business standpoint, it was a slam dunk success."

Cons

"As of now, Freshdesk has no inventory assignment."

"Freshdesk's scalability could be improved for larger businesses across departments."

"Freshdesk I do not like as much. It's much more time-consuming; it's much more complicated."

"With the advancements in AI now, I will say Freshdesk should consider integrating more AI, but so far, I am satisfied with every single feature."

"Freshdesk can be improved by addressing the lack of a custom dashboard, which would help design it to the client's requirement, and the API rate limit, which would be best if they provided an option to increase or remove the restriction with an additional fee."

"It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter."

"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."

"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."

More Freshdesk cons

"The initial enrollment of employees can be a little bit challenging. It tends to require the need to reach out to Link-Live support to iron out a bug or two."

"In our experience, the areas where there could be improvement are training, staff adoption, and getting the staff comfortable with utilizing the complexities of LinkLive, such as screen sharing."

"I would like to see more video conferencing, some degree of mobile apps, and artificial intelligence."

"In our experience, the areas where there could be improvement are training, staff adoption, and getting the staff comfortable with utilizing the complexities of LinkLive, such as screen sharing."

"The onboarding process could be enhanced by providing comprehensive training to all users, not just administrators."

"I would like to see more video conferencing, some degree of mobile apps, and artificial intelligence. That's the wave of the future with healthcare. Our providers are all on-the-go, so anything that allows them to remain mobile and not have to go to a desk to take a phone call, would be a good addition."

"On the back-office side, it houses email addresses for when you look at the agent hunt groups. I can't use my work email address in my own online banking account because it messes up whether I'm an employee or a customer."

"The notifications for incoming chats could be a little more obvious. Our organization doesn't have a call center, so we don't have someone sitting at the computer waiting for a chat to come in. They're busy with other work."

Pricing and Cost Advice

"We use a licensing model only so we pay for the number of agents we have configured in the system only."

"The pricing is pretty manageable and acceptable."

"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."

"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."

"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."

"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."

"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."

More Freshdesk pricing and cost advice

"You definitely get more bang for the money with LinkLive.You can get a more expensive product that does what this one does, and possibly more, but for the cost, it works perfectly with our core system."

"In terms of cost, LinkLive was similar to other products. I find it reasonable. Its features, for the cost, were a better deal comparatively speaking."

"The pricing is exceptionally competitive, and the value we receive from LinkLive for the cost is a significant advantage."

"The pricing is fair."

"We have been very comfortable with the pricing. We are a smaller financial institution so pricing is always a factor. We feel that we are just getting a ton of value for what we are spending."

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Top Industries

By visitors reading reviews

Financial Services Firm

11%

Manufacturing Company

10%

Construction Company

University

Construction Company

22%

Financial Services Firm

16%

Manufacturing Company

11%

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	26
Midsize Enterprise	6
Large Enterprise	14

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	1
Large Enterprise	2

Questions from the Community

What needs improvement with Freshdesk?

Freshdesk can be improved by addressing the lack of a custom dashboard, which would help design it to the client's requirement, and the API rate limit, which would be best if they provided an optio...

See all answers

What is your primary use case for Freshdesk?

Our main use case of Freshdesk includes using it as a ticketing platform with live chat and support email for customers to send us tickets. We have agents on Freshdesk monitoring traffic and respon...

See all answers

What advice do you have for others considering Freshdesk?

My advice to others looking into using Freshdesk is that when customers themselves want to contact a company for an issue, Freshdesk is best at helping them create tickets and reach out to the comp...

See all answers

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Comparisons

ServiceNow vs Freshdesk

Compared 14% of the time

Zendesk vs Freshdesk

Compared 8% of the time

JIRA Service Management vs Freshdesk

Compared 7% of the time

ManageEngine ServiceDesk Plus vs Freshdesk

Compared 4% of the time

Oracle E-Business Suite vs Freshdesk

Compared 2% of the time

More Freshdesk Competitors

Cisco Webex Contact Center vs LinkLive

Compared 24% of the time

Genesys Cloud CX vs LinkLive

Compared 23% of the time

Avaya Infinity Platform vs LinkLive

Compared 15% of the time

TalkDesk vs LinkLive

Compared 10% of the time

Amazon Connect vs LinkLive

Compared 8% of the time

Product Reports

Buyer's Guide

Freshdesk

May 2026

Download Freshdesk product report

Buyer's Guide

LinkLive

May 2026

Download LinkLive product report

Also Known As

No data available

Revation LinkLive

Overview

Freshdesk enhances support operations with features like a centralized ticketing system, omnichannel communication, and seamless tool integration. It addresses customer queries and automates processes, driving efficiency and satisfaction.

Freshdesk offers robust capabilities for managing customer support, enhancing efficiency through automation and integration. Its streamlined ticketing system centralizes queries from multiple platforms, including email, chat, and social media. Features like a knowledge base help reduce repetitive inquiries, while its easy integration with tools such as Slack and Jira supports effective team collaboration. However, users seek improvements in customization flexibility, scalability, and pricing for advanced features. Performance issues may arise with high volumes, and there's room for improved API limits and cloud availability. Freshdesk's automation and communication abilities make it crucial for both internal IT and external customer service, ensuring seamless resolutions and SLA compliance.

What Features Stand Out in Freshdesk?

Ticketing System: Centralizes customer interactions for streamlined management.
Omnichannel Support: Integrates communication platforms for consistent service.
Automation: Reduces manual tasks, boosting efficiency.
Knowledge Base: Decreases repetitive inquiries with self-service resources.
Tool Integration: Connects seamlessly with platforms like Slack and Jira.
Analytics & Reporting: Tracks performance for informed decision-making.

What Benefits Should Users Look For?

Improved Efficiency: Automation and centralized systems enhance support speed.
Customer Satisfaction: Consistent and responsive service elevates user experience.
Scalability: Adapts to growing support needs with integrations and customization.
Reduced Manual Effort: Automates repetitive tasks, allowing focus on complex issues.

Freshdesk is widely adopted in industries like IT and customer service, where efficient issue resolution and communication are critical. By converting emails to tickets and automating assignments, companies enhance their response times and maintain SLA compliance. Its integration capabilities support diverse tools, facilitating a multi-channel approach for superior customer experiences.

Freshworks

LinkLive is an advanced communication platform designed to elevate the way businesses interact with their customers securely, enhance personalized customer engagement and team collaboration. The platform utilizes a combination of human expertise and artificial intelligence (AI) to provide secure communication solutions, and improving operational efficiencies. It was formerly known as Revation Systems.

At its core, LinkLive unifies voice, video, chat, and email communications into a single, integrated platform. This consolidation enables businesses to offer a more cohesive and responsive customer service experience. Users can seamlessly switch between communication modes, ensuring that customer interactions are both flexible and efficient.

LinkLive places a strong emphasis on security and regulatory compliance, making it an ideal choice for sectors such as healthcare, finance, and government, where data protection is paramount. The platform incorporates end-to-end encryption, robust access controls, and audit trails to safeguard sensitive information and comply with industry regulations like HIPAA, GDPR, and more.

Leveraging AI and machine learning, LinkLive offers advanced personalization capabilities. It can analyze customer data in real-time to provide personalized interactions and recommendations. This level of insight helps businesses tailor their services to individual customer needs, enhancing satisfaction and loyalty.

Charles Larsen, a Senior Director at Banner Health, shared with us that LinkLive is "very reliable and we haven't had much experience with any downtime or dropped calls, which, of course, is one of the most important things to us. That's been a big win for us."

Emily Aubele, Quality Assurance Director at United Way of Pennsylvania, shared with us that they chose LinkLive over other vendors, because with LinkLive, "all of the applications are in-house, meaning the chat, the text—everything that you use—is developed and maintained internally by LinkLive. In the other systems, chat, text, and video were all third-party applications."

LinkLive

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

1. AT&T 2. Verizon 3. T-Mobile 4. Sprint 5. Comcast 6. CenturyLink 7. Vodafone 8. Orange 9. Telefonica 10. BT Group 11. Deutsche Telekom 12. Telstra 13. NTT Communications 14. China Mobile 15. SoftBank 16. SK Telecom 17. Telecom Italia 18. Bell Canada 19. Rogers Communications 20. Telus 21. KDDI 22. Swisscom 23. Telkom Indonesia 24. Singtel 25. Etisalat 26. Ooredoo 27. Turkcell 28. Saudi Telecom Company 29. Telecom Egypt 30. PLDT 31. MTN Group 32. América Móvil

Buyer's Guide

Freshdesk vs. LinkLive

April 2026

Free Report: Freshdesk vs. LinkLive

Find out what your peers are saying about Freshdesk vs. LinkLive and other solutions. Updated: April 2026.

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