We performed a comparison between Freshdesk and LiveAgent based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"The organization that is possible with other departments is the solution's most valuable aspect."
"It is very easy to make reports."
"Technical support is outstanding."
"Provides service level optimization."
"The most valuable feature was how the solution helped us to prioritize tasks."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"I would like on-the-go translation,"
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"I would like to see a little bit more color in the solution."
"Connection to other softwares could be improved."
"There are other products that are more popular."
Earn 20 points
Freshdesk is ranked 9th in Help Desk Software with 27 reviews while LiveAgent is ranked 33rd in Help Desk Software. Freshdesk is rated 8.4, while LiveAgent is rated 8.0. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of LiveAgent writes "Service level optimization is key as is the integrated email and chat functions". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk, whereas LiveAgent is most compared with . See our Freshdesk vs. LiveAgent report.
See our list of best Help Desk Software vendors and best Knowledge Management Software vendors.
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