We performed a comparison between LiveAgent and Zendesk 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."Provides service level optimization."
"The most valuable feature was how the solution helped us to prioritize tasks."
"The product offers very good management. It has a great ability to assign tickets based on content."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"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."
"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 use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The initial setup is simple and straightforward."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"There are other products that are more popular."
"Connection to other softwares could be improved."
"The dashboard could be better."
"The price of the solution should be reduced."
"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 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."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"It needs to improve in terms of its flexibility, price, and installation."
"The support team is time-consuming, and they don't find the answer to our problem."
"The solution itself wasn't easy to set up."
Earn 20 points
LiveAgent is ranked 33rd in Help Desk Software while Zendesk is ranked 10th in Help Desk Software with 57 reviews. LiveAgent is rated 8.0, while Zendesk is rated 8.2. The top reviewer of LiveAgent writes "Service level optimization is key as is the integrated email and chat functions". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". LiveAgent is most compared with , whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our LiveAgent vs. Zendesk report.
See our list of best Help Desk Software vendors, best IT Service Management (ITSM) vendors, and best Knowledge Management Software vendors.
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