I had been using FreshDesk for a year. We had been happy, but annoyed at different things, and waiting and waiting for feature improvements. Finally after dealing with some downtime, went looking and ended up checking out LiveAgent. It only took me 5 minutes to see its what I was wanting. I very quick started their FreshDesk import to get our 10,000 tickets migrated over. Pointed our email, and off we went. The moment I saw realtime ticket entry being done by another agent, I was all in. I paid, and moved our chat service over to LiveAgent too. Very happy with them so far. The iphone app works pretty well, allows me to do quick replies and see tickets bigger, including pinch to zoom on an image, etc.
Search *works* in LiveAgent which is something we had been missing from FreshDesk implementation, and the cost was at least 50% cheaper for us than FreshDesk...even with our "special" rate they gave us after complaining it was too expensive for having their so called "realtime" and agent collision features.
LiveAgent is far more refined and well thought out when compared to FreshDesk, and others. I can very quickly move through tickets, chats, see what people are writing before they send the message, etc. Review collected by and hosted on G2.com.
The iPhone app is a bit immature. Every time I re-open it it displays a bunch of error messages, and then eventually settles down...I can then refresh and see the tickets and its fine. Its missing things like using canned responses, etc. And it has bugs where incoming chats disable the app until the chat gets answered... But these issues should not be hard to overcome. FreshDesk had a more mature iphone app, but even it had plenty of bugs, tickets that crashed it, blank ticket lists, etc. So in comparing to Freshdesk...its missing some important things, but neither are bug free. So improvements there are needed.
We miss the ability to "Merge" tickets, but with the realtime features, we can overlook it. Review collected by and hosted on G2.com.
Video Reviews
Great feature rich platform and support
Intuitive and robust UI
More than what I expected.
1,509 LiveAgent Reviews
It was much easier to setup and configure than expected, but also has fantastic flexibility to configure and customise the nitty gritty details where this is desirable. The UI is modern, slick and works very well straight out of the box. The customer support when I had some setup queries was also very quick, helpful, friendly and efficient. It's rare that SaaS exceeds my expectations but this is one of the exceptions - I've been very pleasantly surprised. Review collected by and hosted on G2.com.
I haven't found any pain points or things that I dislike. There were a few default characteristics that I wanted to change, but I managed to find relatively easy configuration solutions for all of them. Review collected by and hosted on G2.com.
I’ve been a long-time user of LiveAgent, and it has consistently provided outstanding service. The platform is intuitive, user-friendly, and consistently reliable. Their customer support is responsive and helpful, making it a great solution for managing customer interactions. I highly recommend LiveAgent to anyone looking for a dependable help desk tool. Review collected by and hosted on G2.com.
I’m very satisfied with the service. Any issues I’ve encountered have been promptly resolved — even the earlier loading time concern has been addressed effectively. At this point, I don’t see any major drawbacks. One suggestion for improvement would be to introduce a dedicated account manager or relationship manager, which would make it even easier to follow up on specific requests and streamline communication. Review collected by and hosted on G2.com.
With LiveAgent, we got a great organization for social media, communication channels and tickets. LiveAgent gave us a streamlined daily operations by improving real-time communication and speeding up ticket responses from all channels from the same center. I loved how LiveAgent reduced confusion among our small team, as it allowed us to seamlessly participate in responding to the same ticket, and through the ID selection feature, it helped us deal with repeat customers with the same data easily. LiveAgent got rid of a lot of repetitive tasks, and its instant updating of records enabled us to maintain continuity of evaluation and follow-up. Review collected by and hosted on G2.com.
LiveAgent’s simple design eliminates distractions and errors, and the main dashboard is well-divided to achieve the best tracking of open tickets and updates. Review collected by and hosted on G2.com.
LiveAgent enabled us to handle all customer inquiries via live chat with ease. I loved how LiveAgent brought all the sources of inquiries together in one place. I loved the ease of ticket integration, it speeds up the response. I loved the efficiency of LiveAgent documenting notes or comments, it enhanced transparency and commitment to always improving the service. Review collected by and hosted on G2.com.
No real negatives, with LiveAgent navigation is always fast, ticket checking and response formulation is done smoothly. The great thing is that notifications are instant without delay. Review collected by and hosted on G2.com.
I really like Liveagent's organization and organization of incoming tickets. The lights next to each ticket appear on the dashboard, showing the entire team which tickets are currently being processed and which are pending. It's great that it consistently accurately documents response times and all related details, and automatically adds reference numbers to all incoming tickets. Integrating with all new channels is always very easy. The service bots are great. Review collected by and hosted on G2.com.
No downsides. The notifications make it easy to directly access the relevant ticket and respond to it immediately. Review collected by and hosted on G2.com.
UPDATE: I appreciate that LiveAgent is regularly building AI features into the platform. This really should be a "given" in any Saas platform these days, but the truth is, many platforms just don't update fast enough. Review collected by and hosted on G2.com.
More baked in integreations with Microsoft 365 ecosystem. Review collected by and hosted on G2.com.
I greatly appreciate the knowledge center we've built with LiveAgent; it's been extremely helpful in our operations. Review collected by and hosted on G2.com.
They've added many improvements through ongoing updates, and it's great that they keep up with progress and add new features as needed. Review collected by and hosted on G2.com.
LiveAgent continues to maintain its amazing performance. I absolutely love the dashboard, which continually displays incoming tickets in real time. LiveAgent continues to improve our ability to efficiently serve customers across all channels from a single, uninterrupted center. Review collected by and hosted on G2.com.
Everything I can think of in terms of improvements, LiveAgent is ahead of the curve and adds to it brilliantly. It's great that they've improved notifications, making them always real-time. Review collected by and hosted on G2.com.
I like that you could connect so much together. But the phone system.setup really was disappointing. I have to get an SiP system. I just want to connect my phone to the software and go. That's the only thing. Review collected by and hosted on G2.com.
I have to get an SiP system. I just want to connect my phone to the software and go. That's the only thing. Review collected by and hosted on G2.com.
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