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."It is quite easy to program custom apps and integrate them."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"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."
"Technical support is outstanding."
"Omnichannel is one of the most valuable features of the solution."
"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."
"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."
"The ticketing system is smooth, but since we use a free version, we do not have many facilities available."
"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."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"I would like on-the-go translation,"
"It should enhance its service and its reporting capabilities."
"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."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"I would like to see a little bit more color in the solution."
"Asset management and branding are two areas in the solution that have scope for improvement."
"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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