Freshservice vs LiveAgent comparison

Freshworks and QualityUnit are both solutions in the Help Desk Software category. Freshworks is ranked #7 with an average rating of 8.2, while QualityUnit is ranked #38. Additionally, 97% of Freshworks users are willing to recommend the solution, compared to 100% of QualityUnit users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Freshservice and LiveAgent are competing products in the field of customer service solutions. Freshservice is favored for IT service management, while LiveAgent has the upper hand in extensive customer interaction capabilities.

Features: Freshservice offers robust incident management, asset management, and automation features. LiveAgent provides multi-channel communication, ticket management, and real-time chat functions. The main distinction is Freshservice's emphasis on IT service management, compared to LiveAgent's diverse customer interaction solutions.

Ease of Deployment and Customer Service: Freshservice features seamless cloud-based deployment with dedicated customer support. LiveAgent also has a cloud-based structure that's easy to set up, focusing on ticketing for support. Freshservice often delivers more personalized assistance, whereas LiveAgent emphasizes self-service.

Pricing and ROI: Freshservice incurs a higher initial cost but provides greater long-term ROI through IT workflow automation. LiveAgent is more affordable initially, offering quick ROI, especially for businesses prioritizing communication and support efficiency.

To learn more, read our detailed Freshservice vs. LiveAgent Report (Updated: August 2026).

Buyer's Guide

Freshservice vs. LiveAgent

August 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Raja Farrar

IT Service Delivery Manager at Symposiam

Automation and AI have transformed our service delivery and have made IT support faster and more efficient

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

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it_user1729971

Assistant customer support manager

Prioritizes tasks and easily organizes messages and responses

I've not really noticed anything that needs to be improved with the solution. Generally, I enjoyed everything. Every feature LiveAgent has was a seamless journey for me. Maybe there are others who might notice one or two flaws on LiveAgent. I use LiveAgent, but based on my position in the company as a live chat professional, there is a level that I am restricted to. There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot. They are among the most popular live chat products, and they have more users. I will advise that LiveAgent should look at what these other people are doing and use it to improve themselves. LiveAgent should add more functionalities.

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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 development of the company from Automation Anywhere V11 to a2019 was valuable. I found many important and new features, like changing the way we write code and programming. It became much easier and very flexible in version 2019A. It became very easy to use and the recording was also good. Excel became very good too."

"With the help of Automation Anywhere, we are able to upload 10k documents in 1 to 4 working hours which is a great achievement for us."

"Automation Anywhere helped multiple clients to save a lot of data entry time and have automated almost every repetitive task, and AA Control Room helped to manage the operations of both attended and unattended automations and have helped a continuous run of the bots saving hundreds of thousands of dollars."

"A project that we automated: A person used to spend about eight to twelve hours every week to finish the process. The bot finishes it in half an hour. Now, the person just reviews it, then passes along the information. This has helped our organization because originally EMEA and APAC would not receive the files the same day that they were processed. But because the bot only takes a half an hour, everyone can now receive the files on the same day."

"I like the OCR feature, where we can capture information from PDFs."

"This solution is easy to use and easy to learn compared to Blue Prism, UiPath, and others."

"The development tools are very good. It's very user-friendly and easy to develop and deploy with Automation Anywhere. Ordinary people, within a few weeks, can develop a bot using the tool."

"There were about three to four people who were manually updating data into a system, then we replaced that process or augmented that with a bot that now reaches data and enters it on behalf of users, which gives significant hours back to the business so those people can work on some other high value task."

More Automation Anywhere pros

"It allowed the development team to concentrate on the client’s requirements instead."

"It has greatly improved the process of ticket triaging."

"Freshservice is more stable and easier to use; it's also less expensive, and for small and medium-sized organizations, it's quite good."

"One of the key benefits of Freshservice is license management."

"The product is loaded with all the features you need."

"The workflow and the change management process are valuable."

"One of the things I liked about Freshservice was how easy it was to implement. While it doesn't have extensive customization capabilities, the available options are sufficient for certain sizes of companies. You don't need to customize your ticketing system much. Freshservice is a great solution because you can implement it very quickly. You can upload your catalog, and you're done in maybe a week or two."

"There is a nice user interface."

More Freshservice pros

"I like that this solution provides the history and control over every process connected to a building so we can see everything that's happened since we started using this solution."

"The most valuable feature was how the solution helped us to prioritize tasks."

"Provides service level optimization."

"My experience with LiveAgent so far has been a seamless one."

Cons

"I really appreciate the user interface of Automation Anywhere, but I would like to see some improvement on some of the automation around screen processing. This includes adding some artificial intelligence on the way that bots actually can read the screen and know when things change and be able to adapt to those changes."

"With Oracle, Blue Prism was easier and a little bit more stable than Automation Anywhere. Even with ServiceNow, the automation was very unreliable. It did not work as expected."

"I haven't gone deep in the tool, but so far it looks good."

"We would like to have a better debugging facility."

"Automation Anywhere can improve the product in potential areas of improvement with respect to automation and AI."

"If you want to use Chrome then there are three or four additional steps that need to be completed."

"While exporting a package, an option to de-select all the depending/referenced files should be available. Currently, it only allows for selecting all the files. Also, the views should be re-sizable as they are currently a fixed width. This would enable to view long file names easily eliminating any chances of exporting the wrong file."

"I am looking into IQ Bot, but I wanted more out of it. I am dealing with a lot of scanned documents. I want to see if Automation Anywhere can scan client emails for us because our clients send emails with some incidents and issues. We want to see how automation can automatically do the processing and create some structured data or automate bots to get work done."

More Automation Anywhere cons

"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice."

"Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer."

"It's still a new product, so there are some areas that are a little frustrating."

"There is room for improvement in reporting for project management."

"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice. They have a lot of built-in reports that are very nice, but when it comes to customizing these, they just provide you with certain data. When you try to build your own report wizard, you aren't able to go and select some of the data that is shown in some of the reports that come with Freshservice. This is something that we have brought up with our account representative, and we have suggested these as feature updates in the future. We're still waiting on them to go and implement something like that."

"This product is very good for small and mid-level markets; however, I'm not sure about expanding to a 100,000 to 200,000 user base or more."

"Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information. Some manual information still needs to be entered."

"We'd like to see a CMDB, a Configuration Management Database, in the future."

More Freshservice cons

"There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot."

"I'd like to see an improved API to the system, rather than other softwares having to trigger everything."

"There are other products that are more popular."

"Connection to other softwares could be improved."

Pricing and Cost Advice

"Automation Anywhere is reasonably priced because it can sustain us for a long period."

"We were paying approximately $30,000 for a year license."

"They all are very competitive today. At the end of the day, it boils down to the negotiations that happen and what type of partner you are."

"It is cost-efficient in terms of licensing. I found their support good when I was working for the airline client. However, I hear from my managers here that the support price for Tier 3 or premium is a little higher. That is why we are not going for Automation Anywhere. Its price was okay for our client, but for us, it seems expensive."

"This solution costs approximately $3,500 USD per license."

"Roughly, as of today, it is around $250,000 annually."

"The pricing is reasonable and one can achieve ROI faster when compared to other tools."

"More than 40 to 50 percent of the IT budget will be for the cost of automation projects in the coming years since these projects enhance operations add value."

More Automation Anywhere pricing and cost advice

"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."

"We're basically paying about $100 USD per agent per month."

"Freshservice's licensing costs are pretty good, and it has different categories of pricing based on what modules and features you choose, which gives a lot of flexibility."

"The price of Freshservice could improve, it is expensive."

"I can't recall exactly how much we pay, but it is somewhere in the middle compared to the rest of the market. The more we purchase, the cheaper it becomes, and I think the solution offers good value for money."

"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."

"Freshservice price is competitive, it is not more than other solutions on the market."

More Freshservice pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

11%

Construction Company

11%

Outsourcing Company

11%

Construction Company

11%

Manufacturing Company

10%

University

Comms Service Provider

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	82
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	5
Large Enterprise	16

No data available

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What is your experience regarding pricing and costs for Freshservice?

I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my co...

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What needs improvement with Freshservice?

I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvemen...

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What is your primary use case for Freshservice?

In Freshservice, I typically use it for day-to-day tasks. A quick, specific example of how I use Freshservice in my d...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs Freshservice

Compared 11% of the time

Zendesk vs Freshservice

Compared 8% of the time

JIRA Service Management vs Freshservice

Compared 6% of the time

Samanage vs Freshservice

Compared 4% of the time

Device42 vs Freshservice

Compared 4% of the time

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Zendesk vs LiveAgent

Compared 18% of the time

JIRA Service Management vs LiveAgent

Compared 16% of the time

BMC Helix ITSM vs LiveAgent

Compared 7% of the time

Samanage vs LiveAgent

Compared 7% of the time

Zoho Desk vs LiveAgent

Compared 5% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

Freshservice

August 2026

Download Freshservice product report

Buyer's Guide

Help Desk Software

August 2026

Download LiveAgent product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Flint

No data available

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

QualityUnit

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshworks

LiveAgent is an AI-driven customer communication platform featuring a robust suite of tools designed to automate and optimize customer service operations.

LiveAgent accelerates response times and boosts productivity by leveraging AI technologies like the AI Chatbot and AI Answer Assistant. With easy integration, FlowHunt enhances FAQs handling, complex query escalation, lead generation, and multilingual support. These features are accessible on all current pricing plans, excluding legacy plans. AI Answer Assistant utilizes ChatGPT to craft polished email responses, significantly improving customer service quality.

What are the key features of LiveAgent?

AI Chatbot: Automates interactions, improves response times, reduces workloads.
FlowHunt Integration: Handles FAQs, escalates complex queries, supports multilingual interactions.
AI Answer Assistant: Utilizes ChatGPT for polished email responses, enhancing productivity.

What benefits should users consider?

Improved Efficiency: Streamlines operations, reduces agent workload.
Increased Satisfaction: Quick, personalized responses enhance customer experience.
Cost Reduction: Optimizes resources, lowering operational expenses.

LiveAgent is widely implemented across various industries, offering tailored solutions to enhance customer engagement and operational efficiency. Businesses in e-commerce, telecommunications, and healthcare benefit from its AI-driven automation, which streamlines communication processes and supports diverse client bases.

QualityUnit

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University

Buyer's Guide

Freshservice vs. LiveAgent

August 2026

Free Report: Freshservice vs. LiveAgent

Find out what your peers are saying about Freshservice vs. LiveAgent and other solutions. Updated: August 2026.

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