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Excellent and Scalable Help Desk Software!
February 12, 2020

Excellent and Scalable Help Desk Software!

Jacob Wall | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveAgent

We use LiveAgent to manage customer support requests from our clients. It has helped us manage requests and issues, define urgency, manage priority and other times. We also use it to triage support items to the best available support staff and include helpful information for our staff.
  • Auto-manage key ticket statuses (new, opened, unanswered).
  • Quickly and visually distinguish which tickets need attention.
  • The ability to reply to individual messages - currently you have to "forward".
  • Provide error messages within a ticket if the message did not go out.
  • Better response time to the most urgent issues for clients.
  • Better stats for analyzing patterns in workload, etc.
LiveAgent offers:
  • Better visualization (color-coding of tickets and tags).
  • The basic package includes all core functionalities.
  • Excellent support team.
It is very suitable for a company where they would like to purchase individual portions of help desk software while maintaining core functionality. LiveAgent allows you to purchase the ticketing system without purchasing the live chat option. We found the lower pricing options for competitors often left out core functionality. It's also the most suitable for users who like to visualize what is going on with support quickly. It may be less suitable for companies looking for an entirely integrated CRM system.