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."
"It's very convenient to use."
"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 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."
"The initial setup is simple and straightforward."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"We rarely had issues with Zendesk."
"The stability has been very good."
"There are other products that are more popular."
"Connection to other softwares could be improved."
"It needs to improve in terms of its flexibility, price, and installation."
"The dashboard could be better."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"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."
"It wasn't easy to set up so we're only using a third of all of the features,"
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The solution itself wasn't easy to set up."
"The price of the solution should be reduced."
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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