What users are saying about
38 Ratings
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Top Rated
504 Ratings
38 Ratings
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Score 8.9 out of 101

Zendesk

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Top Rated
504 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 101

Likelihood to Recommend

LiveAgent

LiveAgent is well suited for anyone with multiple people (be it 2 or 500 or 5000) where support tickets are having to be bounced around different departments and people. The ability to tie in outside information (using the Custom Plugin fields) makes it a breeze to quickly assess each client and how to best serve them in an efficient manner.

If you are a small business and have no technical knowledge, you might find it difficult to setup custom plugins. However, their support is pretty good so they would likely be able to walk you through issues.
Paul Ellul profile photo

Zendesk

Zendesk is great for large organisations. It has all the large and enterprise features that might be required such as SSO, white-labelling and data management. It's a great product what will scale with a business and very reliable. Downtimes are very rare. Smaller businesses could likely get by using other support desk tools which are much cheaper.
Nikhil George profile photo

Feature Rating Comparison

Incident and problem management

LiveAgent
9.6
Zendesk
8.6
Organize and prioritize service tickets
LiveAgent
9.7
Zendesk
8.9
Expert directory
LiveAgent
9.6
Zendesk
7.9
Subscription-based notifications
LiveAgent
8.9
Zendesk
8.3
ITSM collaboration and documentation
LiveAgent
9.7
Zendesk
8.1
Ticket creation and submission
LiveAgent
10.0
Zendesk
9.3
Ticket response
LiveAgent
10.0
Zendesk
9.0

Self Help Community

LiveAgent
8.5
Zendesk
8.3
External knowledge base
LiveAgent
8.9
Zendesk
8.4
Internal knowledge base
LiveAgent
8.0
Zendesk
8.2

Multi-Channel Help

LiveAgent
9.3
Zendesk
8.5
Customer portal
LiveAgent
10.0
Zendesk
8.6
IVR
LiveAgent
9.9
Zendesk
8.2
Social integration
LiveAgent
8.6
Zendesk
8.1
Email support
LiveAgent
10.0
Zendesk
9.0
Help Desk CRM integration
LiveAgent
8.1
Zendesk
8.6

Pros

LiveAgent

  • Through the API, we can pull in account information such as billing, membership status, account notes and so much more.
  • Receiving and making calls is a newer future of LiveAgent. We have transitioned to making calls through LiveAgent and it is incredible to view phone calls and emails in one thread (not to mention, text messages and admin notes).
  • The chat service works well and it generates a lot of great feedback from our customers at the end of the chat session. 90%+ of those chatting with us will leave a comment about their experience and that lets management know how customer support is doing.
  • The support / feedback features allow users to submit enhancement requests and vote up which are most important to them. It also allows us to have a dialogue with the user as we review and implement the feature. The conversation can be made publicly available for others when searching our knowledge base (also integrated through LiveAgent).
Paul Ellul profile photo

Zendesk

  • Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
  • Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
  • Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
Nikhil George profile photo

Cons

LiveAgent

  • Occasionally when "resolving" a ticket, the page will not load the full list of remaining tickets. However, the moment you scroll, the tickets appear so it's not too big of a deal, but I'd like to see that cleaned up. It does not always happen.
  • When dialing a phone number, the format needs to be specific, i.e. +15125555555. We often receive phone numbers in the more traditional format, i.e. (512) 555-5555. The outgoing call will not work when pasted this way. I think it will get fixed. These little things seem to get sorted out after enough people complain about it.
  • The mobile version has a few bugs, but when on the run, it at least allows you to read and respond to email. Examples of bugs include not being able to transfer the ticket to another department (on iOS the drop down menu functions like a text field for some reason so clicking into it selects the text as if you are going to copy and paste it). Also, the ability to add an admin note would be nice on the mobile version.
Paul Ellul profile photo

Zendesk

  • They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
  • We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
Lou Gallo profile photo

Likelihood to Renew

LiveAgent

LiveAgent 9.1
Based on 2 answers
The service is billed month-to-month although we wouldn't mind subscribing for 2 years ahead We've had nothing but a great experience and if there was a option to pre-pay our account, I would do so.
Luis McDonnell profile photo

Zendesk

Zendesk 10.0
Based on 37 answers
It's the best day-to-day tool for customer care I have used in 16 years of working in the industry.Healthy happy teams get along well with the tool and I know that if I see it in use and being used well I can work with that team.
Forest Basford profile photo

Usability

LiveAgent

LiveAgent 8.0
Based on 4 answers
I have been using Live Agent since more than year. I have tested other help desk systems too before implementing LA. I found LA better system as compare to other help desk system.
Hammad Bin Idrees profile photo

Zendesk

Zendesk 8.5
Based on 14 answers
  • Very clean, easy interface.
  • Can be customized with ease
  • Zendesk boasts 99%+ uptime
James Weatherly profile photo

Reliability and Availability

LiveAgent

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.6
Based on 13 answers
Zendesk boasts a 99%+ uptime
James Weatherly profile photo

Performance

LiveAgent

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.0
Based on 10 answers
Zendesk works most of the time, with little need to contact support for help
James Weatherly profile photo

Support

LiveAgent

LiveAgent 8.6
Based on 3 answers
We're blown away by the level of support that LiveAgent provides. After all, they're in the help desk software market. If I have a question, in 90% of cases I can find the answer in their extensive knowledge base and in the rest 10% I can simply start a live chat conversation on their website and get instant help within minutes.
Luis McDonnell profile photo

Zendesk

Zendesk 9.1
Based on 18 answers
The response speed from their support team could be quicker.
Eric Johnson profile photo

Online Training

LiveAgent

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 7.9
Based on 9 answers
Training was useful and provided us with the resources needed to take our helpdesk to the next level.
Joe London profile photo

Implementation

LiveAgent

LiveAgent 9.1
Based on 2 answers
Implementation was quick and when not counting a bug on our website, it took a couple hours. It was mostly done on our end or with the assistance of LiveAgent's live chat support team. We recommend to check out LiveAgent's tutorial videos on their youtube channel or browsing their knowledge base - we've almost always found answers to our queries there.
Luis McDonnell profile photo

Zendesk

Zendesk 9.0
Based on 17 answers
It's working exactly as intended.
Eric Johnson profile photo

Alternatives Considered

LiveAgent

We have considered many Helpdesk softwares and tried a few. LiveAgent was the one we have chosen and are using till now. We were looking for an all-in-one Helpdesk software for average-large companies. Many alternatives failed to meet our requirements. LiveAgent's support team helped us to tailor the software to our needs as well
Petras Brinko profile photo

Zendesk

JIRA Service Desk is better suited if you need to connect with company's JIRA and internal WIKI (or Confluence).If you do use JIRA (which many companies do), JIRA Service Desk is a better choice.I didn't select Zendesk, but rather got it when joine dthe company.
Yaron Lavi profile photo

Return on Investment

LiveAgent

  • Time saver! Due to automated ticket responses we no longer need to respond to simple queries.
  • Live Chat on the website increases sales rapidly!
Merkys Maliukevicius profile photo

Zendesk

  • Improved customer service ratings for our department since the implementation
  • Faster responsiveness to customers
  • greater survey data on customer satisfaction
Ron Rothstain profile photo

Pricing Details

LiveAgent

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

LiveAgent Editions & Modules

On-premise Edition
Downloadable licence$11,9501
  1. 20 agents
SaaS Edition
Ticket$91
Ticket+Chat$291
All-inclusive$391
  1. per agent
Additional Pricing Details

Zendesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Zendesk Editions & Modules

Additional Pricing Details

Add comparison