LiveAgent vs Zendesk comparison

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LiveAgent

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Executive SummaryUpdated on Nov 3, 2024

LiveAgent and Zendesk are competing in the customer support software market. Zendesk seems to have the upper hand due to its comprehensive features and perceived value, appealing to larger enterprises.

Features: LiveAgent is known for its built-in call center, social media integration, and user-friendly ticketing system. Zendesk is recognized for its extensive app marketplace, automation tools, and detailed analytics.

Ease of Deployment and Customer Service: LiveAgent offers a straightforward deployment model with personalized customer service. Zendesk provides a cloud-based deployment with extensive resources and community support, giving it the edge in complex deployments.

Pricing and ROI: LiveAgent offers a lower setup cost and favorable ROI for small to medium-sized businesses. Zendesk requires a higher initial investment but delivers a strong ROI through advanced capabilities suited for large-scale operations.

To learn more, read our detailed LiveAgent vs. Zendesk Report (Updated: September 2025).

LiveAgent vs. Zendesk

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Helped 868,759 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

LiveAgent

Ranking in Help Desk Software

37th

Ranking in IT Service Management (ITSM)

45th

Ranking in Knowledge Management Software

26th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in Help Desk Software

8th

Ranking in IT Service Management (ITSM)

7th

Ranking in Knowledge Management Software

4th

Average Rating

8.2

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (6th), CRM (18th), Sales Force Automation (8th), Reporting (14th), Community Platforms (2nd)

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of LiveAgent is 0.7%, up from 0.4% compared to the previous year. The mindshare of Zendesk is 4.6%, up from 4.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Zendesk	4.6%
LiveAgent	0.7%
Other	94.7%

Help Desk Software

Featured Reviews

Ogechi O.

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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JohanSkibdahl

CEO at Etcetera Networks

Automating customer support with advanced AI capabilities and seamless communication

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo, enhancing our workflows.

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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

"Provides service level optimization."

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

"The initial setup is simple and straightforward."

"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."

"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."

"Zendesk Support has a lot of good APIs."

"We rarely had issues with Zendesk."

"The benefits I have seen from using Zendesk include faster response times; as a CSM, faster response is the goal, which solves the customer's challenge in a timely manner, and Zendesk offers that capability, which is beneficial."

More Zendesk pros

Cons

"Connection to other softwares could be improved."

"There are other products that are more popular."

"It wasn't easy to set up so we're only using a third of all of the features,"

"It needs to improve in terms of its flexibility, price, and installation."

"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."

"The dashboard could be better."

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."

More Zendesk cons

Pricing and Cost Advice

Information not available

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"From what I hear, Zendesk's pricing is a little expensive."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"The price is very competitive."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

21%

Manufacturing Company

Performing Arts

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	29
Midsize Enterprise	20
Large Enterprise	11

Questions from the Community

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What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

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What is your experience regarding pricing and costs for Zendesk Support?

Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.

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What needs improvement with Zendesk Support?

I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI. I know many CRM tools are already on the way to do that.

See all answers

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Product Reports

Help Desk Software

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Download Zendesk product report

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

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

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

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

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

LiveAgent vs. Zendesk