LiveAgent one of the better Help Desk packages
August 11, 2016

LiveAgent one of the better Help Desk packages

Kevin Woods | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveAgent

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.
  • Knowledge Base
  • Ticketing
  • Emailing
  • Phone integration
  • Better support of knowledge base (e.g. theirs)
  • Easier to use back end, it is a little clunky
  • We saved money by moving to LiveAgent
  • We tend to use the product a lot more than the previous software
  • Previously maybe 1-2 people used it now we are finding more and more ways of utilising it
  • Cheaper
  • Better knowledge base
  • Significantly better customer tickets
The better customer tickets was the main reason we moved from Freshdesk, we found Freshdesk difficult from a customer perspective as they had to log in each time to view a ticket response, whereas the LiveAgent the ticket history is all there in the email. That being said Freshdesk was better at handling the tickets than LiveAgent, but as we are still learning the system I am sure we will get better at using it.
We are a small software developer and we have 4 users of LiveAgent. We were nervous of moving from Freshdesk as we had invested a fair bit of time into our knowledge base. But LiveAgent's plugin allowed a simple method of sucking in all the tickets and knowledge base articles. It was that simple obviously, but that saved us weeks of work (which we had to do previously when we moved from Zendesk to Freshdesk).

LiveAgent Feature Ratings

Organize and prioritize service tickets
Expert directory
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Social integration
Email support
Help Desk CRM integration