LiveAgent one of the better Help Desk packages

We use liveAgent in many facets of the organisation. But mainly for customer ticketing and knowledge base. We switched from Freshdesk mainly because our customers didn't like the format of the ticket emails they received. For example, they had to actually log into the help desk to see what the actual ticket said. Whereas with LiveAgent they can review the whole thing there. The look and feel of the knowledge base is a significant improvement over the previous software too. Their support is top notch, but I have to say a few things let them down a little. The phone integration is via Twillio, whilst in reality being much more powerful is also much harder to configure. Their own knowledge base is a little sparse, so if you prefer a self help approach it isn't that simple. But all in all the product is great.