LiveAgent vs Zoho Desk comparison

QualityUnit and Zoho are both solutions in the Help Desk Software category. QualityUnit is ranked #37, while Zoho is ranked #9 with an average rating of 7.7. QualityUnit holds a 0.7% mindshare in HDS, compared to Zoho’s 2.5% mindshare. Additionally, 100% of QualityUnit users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

LiveAgent

Read 2 LiveAgent reviews

400 Views
328 Comparison Views

100% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

1,155 Views
1,086 Comparison Views

90% willing to recommend

LiveAgent

Zoho Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

LiveAgent and Zoho Desk are competing helpdesk solutions. LiveAgent is favored for its straightforward integration, while Zoho Desk offers more value for its cost due to its advanced capabilities.

Features: LiveAgent provides real-time chat, ticketing, and support automation, making it effective for direct customer engagement. Zoho Desk offers AI-driven tools, extensive customization, and robust reporting options, suited for businesses seeking deeper analytics.

Ease of Deployment and Customer Service: LiveAgent offers quick deployment and extensive customer support, ideal for immediate assistance. Zoho Desk allows flexible deployment but requires a comprehensive setup due to its customization features, providing adaptability for long-term use.

Pricing and ROI: LiveAgent offers competitive pricing with significant ROI through low initial costs and integrated communication tools. Zoho Desk, though higher in cost, justifies this with features that enhance long-term ROI through scalability and advanced analytics.

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

Buyer's Guide

LiveAgent vs. Zoho Desk

September 2025

Download the complete report

Helped 868,787 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

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (45th), Knowledge Management Software (26th)

Zoho Desk

Ranking in Help Desk Software

9th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th)

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 Zoho Desk is 2.5%, down from 2.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Zoho Desk	2.5%
LiveAgent	0.7%
Other	96.8%

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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Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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

"Provides service level optimization."

"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."

"The product provides communication features like chats and calls."

"The most valuable feature of Zoho Desk is the parent and child task management feature."

"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."

"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."

"The product has a lot of features."

"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."

"It is a scalable platform."

More Zoho Desk pros

Cons

"Connection to other softwares could be improved."

"There are other products that are more popular."

"As per customer requirements, it may have some limitations."

"Zoho Desk needs to be enhanced to support IT service management policies."

"There is room for improvement with the pricing."

"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."

"The solution could improve its stability and scalability."

"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."

"There is room for improvement in customer service and support. It could be more knowledgeable."

More Zoho Desk cons

Pricing and Cost Advice

Information not available

"The product costs $10 to $25 per user per month."

"For what it does, it's quite cheap."

"Zoho Desk's cost is pretty much okay."

"The solution is relatively cheap. However, there are additional licensing fees involved."

"Zoho Desk is a cost-effective solution."

"Price-wise, Zoho Desk is about 35 USD a month per user."

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

"The solution costs INR 8400 per user."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

15%

Manufacturing Company

13%

Government

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	2
Large Enterprise	1

Questions from the Community

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What do you like most about Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has a favorable pricing from Zoho as an early account in Brazil, but current website...

See all answers

What needs improvement with Zoho Desk?

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers. Additionally, Zoho Desk's potential would be fully realized wit...

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Comparisons

JIRA Service Management vs LiveAgent

Compared 49% of the time

Zendesk vs LiveAgent

Compared 31% of the time

More LiveAgent Competitors

ServiceNow vs Zoho Desk

Compared 32% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 14% of the time

Freshdesk vs Zoho Desk

Compared 10% of the time

JIRA Service Management vs Zoho Desk

Compared 6% of the time

ManageEngine SupportCenter Plus vs Zoho Desk

Compared 4% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

Help Desk Software

September 2025

Download LiveAgent product report

Buyer's Guide

Zoho Desk

September 2025

Download Zoho Desk product report

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

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

Sample Customers

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

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

LiveAgent vs. Zoho Desk

September 2025

Free Report: LiveAgent vs. Zoho Desk

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