What users are saying about
102 Ratings
8 Ratings
102 Ratings
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Score 9.1 out of 100
8 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

LiveChat

LiveChat is the one software I will recommend for website based customer support service.
I will also recommend this program for teams looking to cut their financial budget expended towards training new team members to use software.With a tool like LiveChat, there is very minimal training required before a team member is able to adequately take charge of the software. When compared to alternative support mediums like a support email or call center support, I will suggest a LiveChat backed app/website support for teams (small, medium, and large).This alternative is cheaper and makes it very easy for support agents to multi-task by addressing multiple web visitors at the same time.
Abimbola Kolor | TrustRadius Reviewer

osTicket

osTicket is very well suited for small to medium environments where the budget might be tight or a complex system isn't desired. The basic pillars of osTicket being that it is simple, lightweight, reliable, open source, and best of all free really make osTicket a great alternative to higher-cost customer support systems. While osTicket does have shortfalls which would be bad for some environments—like not offering social media integration, lacking a flashy user interface, no detailed analytics (satisfaction, performance, etc.), no live chat/messaging, and any detailed customization requires PHP knowledge—osTicket is a great free and simple support system without the extra features and costs the alternatives offer.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

LiveChat
osTicket
8.7
Organize and prioritize service tickets
LiveChat
osTicket
9.1
Expert directory
LiveChat
osTicket
8.0
Subscription-based notifications
LiveChat
osTicket
8.0
ITSM collaboration and documentation
LiveChat
osTicket
8.9
Ticket creation and submission
LiveChat
osTicket
9.0
Ticket response
LiveChat
osTicket
8.9

Self Help Community

LiveChat
osTicket
8.9
External knowledge base
LiveChat
osTicket
8.9
Internal knowledge base
LiveChat
osTicket
8.9

Multi-Channel Help

LiveChat
osTicket
7.2
Customer portal
LiveChat
osTicket
8.3
IVR
LiveChat
osTicket
7.0
Social integration
LiveChat
osTicket
4.0
Email support
LiveChat
osTicket
8.6
Help Desk CRM integration
LiveChat
osTicket
8.0

Pros

LiveChat

  • Chat is instant, fast reply and has appropriate geo-location.
  • LiveChat is easy to use and very convenient to have on our portal. This is due to faster assistance to our customers instead of them communicating via phone or Email that could take a little longer to get to. Our customers liked that they do not have to wait long for questions that arise. This program is great to have for customer service.
  • Live Chat is super easy to use and our reps have no complaints. We have had a great experience with our customers as well and implementing it onto our website. Customers can easily speak to a real person through chat and get a fast response. We can see what customers are typing so we can prepare to answer quickly and with enough time to provide the best answer.
  • Our business (online web forms and databases) suggests that the guys from technical support have to communicate with dozens of clients every day. LiveChat helped us to set quality work in this direction. This program has a thoughtful functionality, and it allows me, as the owner of the company, to control employees. Our employees, in turn, have easily organized and configured communication with customers. Now the consultations are easy and painless.
Anonymous | TrustRadius Reviewer

osTicket

  • Web based, so available from any web browser
  • Free - no cost to the organization to buy
  • Runs on linux - solid, secure, free
Anonymous | TrustRadius Reviewer

Cons

LiveChat

  • I have got reservations about the VISITOR BANNING feature. This feature, while it has been handy for banning spammers, we have discovered that it only bans a visitors' IP address, thus such web visitor can simply access the website via another internet network IP without any obstacle. Maybe we can have a situation where a users' MAC address can be banned alongside the IP?
Florence Bawah | TrustRadius Reviewer

osTicket

  • osTicket's hosted version is expensive and customization is kind of hard to come by. So, unless you have programming-proficient developers on hand (we do!) you will need to accept the options that you are paying for.
  • osTicket's community forum has had some bugs recently as they have rolled out a new platform for it. For people who rely on the community forum extensively, this is a set back. Again, this is more of an issue for those using open source and not the SaaS version.
Anonymous | TrustRadius Reviewer

Support Rating

LiveChat

LiveChat 7.4
Based on 3 answers
The only issues I have had with LiveChat are the technical glitches within the program. These are not common as in everyday occurrences but when the glitches do happen they tend to have very negative repercussions. This is due to chats with customers being dropped, this may be an internal server issue though and may not happen for everyone.
Michelle Penix | TrustRadius Reviewer

osTicket

osTicket 6.0
Based on 1 answer
Being open-source it is community supported. There is a hosted version that provides better support. Honestly, I have not really needed support
Anonymous | TrustRadius Reviewer

Alternatives Considered

LiveChat

These products don't load on the user's own web site and aren't as easy to use as LiveChat. We've been happy with Livechat and really haven't explored other options that much because it just works well. I wish there was a free open source product that worked well that we could replace it with though.
Jason Shindler | TrustRadius Reviewer

osTicket

Free, easy to install and it does the same job
Anonymous | TrustRadius Reviewer

Return on Investment

LiveChat

  • LiveChat has been so effective that we really do not have any other formal means of reaching out to my team except LiveChat. To think LiveChat costs us just 33$ every other month is an entrepreneurs dream as we would have expended more than twenty times that amount to even manage a two-man call center team.
  • LiveChat has successfully helped us grow our mailing list on a daily basis. We have always integrated our Livechat to our marketing software - MailChimp and this has made it easy to add new website visitors to our MailChimp newsletter list automatedly.
CYNTHIA AVEH | TrustRadius Reviewer

osTicket

  • Increased the customer service department effectiveness.
  • Is a reliable system for the specifically targeted clients.
Giorgi Gogitidze | TrustRadius Reviewer

Screenshots

Pricing Details

LiveChat

General

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

LiveChat Editions & Modules

Edition
Starter$161
Team$331
Busniess$501
Enterprise$1491
  1. per seat/month
Additional Pricing Details

osTicket

General

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

osTicket Editions & Modules

Additional Pricing Details

Rating Summary

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