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."There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"Omnichannel is one of the most valuable features of the solution."
"It is quite easy to program custom apps and integrate them."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"It is very easy to make reports."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"Provides service level optimization."
"The most valuable feature was how the solution helped us to prioritize tasks."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"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."
"It should enhance its service and its reporting capabilities."
"Asset management and branding are two areas in the solution that have scope for improvement."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"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."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"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 32nd 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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