Freshdesk vs LiveAgent comparison

Freshworks and QualityUnit are both solutions in the Help Desk Software category. Freshworks is ranked #5 with an average rating of 8.1, while QualityUnit is ranked #41. Freshworks holds a 3.1% mindshare in HDS, compared to QualityUnit’s 1.0% mindshare. Additionally, 93% of Freshworks users are willing to recommend the solution, compared to 100% of QualityUnit users who would recommend it.

Freshdesk

Read 40 Freshdesk reviews

3,749 Views
2,362 Comparison Views

93% willing to recommend

LiveAgent

Read 2 LiveAgent reviews

1,000 Views
670 Comparison Views

100% willing to recommend

Freshdesk

LiveAgent

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Executive SummaryUpdated on Dec 1, 2024

Freshdesk and LiveAgent are competing products in the customer support software market. Freshdesk appears to have an advantage in customization and integrations, while LiveAgent offers more comprehensive support tools, indicating a trade-off between flexibility and feature density.

Features: Freshdesk's most valuable features include automation tools, multi-channel support, and extensive customization options. LiveAgent provides real-time chat support, a strong ticketing system, and a flexible helpdesk platform. LiveAgent has a broader set of integrated communication channels, which appeals to businesses with diverse client interaction needs.

Ease of Deployment and Customer Service: Freshdesk's cloud-based deployment allows quick setup with minimal IT involvement, making it suited for rapid implementation needs. It offers 24/7 customer service, beneficial for businesses across various time zones. LiveAgent requires a more detailed setup process but provides a comprehensive service package and personalized onboarding.

Pricing and ROI: Freshdesk offers tiered pricing with options from basic to enterprise plans, focusing on scalable solutions. This flexibility often results in a faster ROI. Specific pricing information wasn't provided. LiveAgent's competitive pricing emphasizes quality features across all levels, even though setup costs might be higher. This product delivers consistent returns through comprehensive features.

To learn more, read our detailed Freshdesk vs. LiveAgent Report (Updated: April 2026).

Buyer's Guide

Freshdesk vs. LiveAgent

April 2026

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Helped 890,088 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Freshdesk

Ranking in Help Desk Software

5th

Ranking in Knowledge Management Software

5th

Average Rating

8.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

Customer Experience Management (5th), Field Service Management (3rd)

LiveAgent

Ranking in Help Desk Software

41st

Ranking in Knowledge Management Software

17th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (34th)

Mindshare comparison

As of April 2026, in the Help Desk Software category, the mindshare of Freshdesk is 3.1%, down from 3.3% compared to the previous year. The mindshare of LiveAgent is 1.0%, up from 0.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Freshdesk	3.1%
LiveAgent	1.0%
Other	95.9%

Help Desk Software

Featured Reviews

Gauri Thakur

Director, Portfolio Projects at Microland Limited

Integrated support workflows have provided a unified view but need broader enterprise flexibility

Freshdesk's scalability could be improved for larger businesses across departments. Its intuitive interface is appealing for small to medium-sized businesses. However, when you look at larger enterprise levels, ServiceNow operates more efficiently. This scalability is an area where Freshdesk could expand its offerings. Additionally, I don't have too much hands-on experience with Freshdesk ticket routing. I need to check with the service desk team if they've used it. Similarly, for analytics capability, I haven't explored much on Freshdesk, but I have done it for ServiceNow. I have seen a lot on ServiceNow and the BMC Remedy, so I can speak better for them. I haven't had the chance to look at it so much that I can do a comparison. I haven't had much experience with Freshdesk's reporting. Within its paradigm of customer service management, Freshdesk is quite scalable. But I've said that inter-department and the interoperability is better off in ServiceNow than in Freshdesk.

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Ogechi O.

Assistant customer support manager

Prioritizes tasks and easily organizes messages and responses

I've not really noticed anything that needs to be improved with the solution. Generally, I enjoyed everything. Every feature LiveAgent has was a seamless journey for me. Maybe there are others who might notice one or two flaws on LiveAgent. I use LiveAgent, but based on my position in the company as a live chat professional, there is a level that I am restricted to. There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot. They are among the most popular live chat products, and they have more users. I will advise that LiveAgent should look at what these other people are doing and use it to improve themselves. LiveAgent should add more functionalities.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"I used Freshdesk for communication with the clients, such as real-time chats."

"I recommend it because I think anybody who tries Freshdesk will be convinced that this is one of the best tools they could use for their organization."

"Overall, this is a good and robust solution that offers an extensive number of features that we have not yet used."

"We're able to respond to customer inquiries much faster and with better information."

"The organization between other departments is the solution's most valuable aspect."

"Freshdesk is very easy to use and understand; it has one of the best ticket systems that is easy to understand and provides the best visibility to customers."

"Freshdesk offers way more flexibility, the people there are really dedicated and human, they want you to be happy with the product, and it is much more affordable than Zendesk."

"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."

More Freshdesk pros

"The most valuable feature was how the solution helped us to prioritize tasks."

"My experience with LiveAgent so far has been a seamless one."

"Provides service level optimization."

"I like that this solution provides the history and control over every process connected to a building so we can see everything that's happened since we started using this solution."

Cons

"I would like to see a little bit more color in the solution."

"The billing issues I have with Freshdesk are in terms of additional users getting subscribed without my intervention."

"The reporting, analysis modules and insights capabilities for this solution could be improved."

"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."

"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."

"I would like a better integration towards Azure DevOps. The current integration is more complicated and doesn’t work as well."

"Asset management and branding are two areas in the solution that have scope for improvement."

"Localization needs to be implemented. No option for other languages at this point in the knowledge bases."

More Freshdesk cons

"I'd like to see an improved API to the system, rather than other softwares having to trigger everything."

"Connection to other softwares could be improved."

"There are other products that are more popular."

"There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot."

Pricing and Cost Advice

"We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."

"The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."

"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."

"It is costly."

"It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."

"The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."

"We pay approximately $70 per agent to use Freshdesk. We have 10 agents, which is approximately $700 or $800 per month. It is a fixed license, there are not any additional fees."

"We use a licensing model only so we pay for the number of agents we have configured in the system only."

More Freshdesk pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

11%

Construction Company

10%

Manufacturing Company

10%

University

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	24
Midsize Enterprise	6
Large Enterprise	14

No data available

Questions from the Community

What needs improvement with Freshdesk?

Freshdesk can be improved by addressing the lack of a custom dashboard, which would help design it to the client's requirement, and the API rate limit, which would be best if they provided an optio...

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What is your primary use case for Freshdesk?

Our main use case of Freshdesk includes using it as a ticketing platform with live chat and support email for customers to send us tickets. We have agents on Freshdesk monitoring traffic and respon...

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What advice do you have for others considering Freshdesk?

My advice to others looking into using Freshdesk is that when customers themselves want to contact a company for an issue, Freshdesk is best at helping them create tickets and reach out to the comp...

See all answers

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Comparisons

ServiceNow vs Freshdesk

Compared 15% of the time

JIRA Service Management vs Freshdesk

Compared 8% of the time

Zendesk vs Freshdesk

Compared 8% of the time

ManageEngine ServiceDesk Plus vs Freshdesk

Compared 5% of the time

Zoho Desk vs Freshdesk

Compared 3% of the time

More Freshdesk Competitors

JIRA Service Management vs LiveAgent

Compared 21% of the time

Zendesk vs LiveAgent

Compared 18% of the time

BMC Helix ITSM vs LiveAgent

Compared 9% of the time

Samanage vs LiveAgent

Compared 8% of the time

NICE CXone vs LiveAgent

Compared 4% of the time

More LiveAgent Competitors

Product Reports

Buyer's Guide

Freshdesk

April 2026

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Buyer's Guide

Help Desk Software

April 2026

Download LiveAgent product report

Overview

Freshdesk enhances support operations with features like a centralized ticketing system, omnichannel communication, and seamless tool integration. It addresses customer queries and automates processes, driving efficiency and satisfaction.

Freshdesk offers robust capabilities for managing customer support, enhancing efficiency through automation and integration. Its streamlined ticketing system centralizes queries from multiple platforms, including email, chat, and social media. Features like a knowledge base help reduce repetitive inquiries, while its easy integration with tools such as Slack and Jira supports effective team collaboration. However, users seek improvements in customization flexibility, scalability, and pricing for advanced features. Performance issues may arise with high volumes, and there's room for improved API limits and cloud availability. Freshdesk's automation and communication abilities make it crucial for both internal IT and external customer service, ensuring seamless resolutions and SLA compliance.

What Features Stand Out in Freshdesk?

Ticketing System: Centralizes customer interactions for streamlined management.
Omnichannel Support: Integrates communication platforms for consistent service.
Automation: Reduces manual tasks, boosting efficiency.
Knowledge Base: Decreases repetitive inquiries with self-service resources.
Tool Integration: Connects seamlessly with platforms like Slack and Jira.
Analytics & Reporting: Tracks performance for informed decision-making.

What Benefits Should Users Look For?

Improved Efficiency: Automation and centralized systems enhance support speed.
Customer Satisfaction: Consistent and responsive service elevates user experience.
Scalability: Adapts to growing support needs with integrations and customization.
Reduced Manual Effort: Automates repetitive tasks, allowing focus on complex issues.

Freshdesk is widely adopted in industries like IT and customer service, where efficient issue resolution and communication are critical. By converting emails to tickets and automating assignments, companies enhance their response times and maintain SLA compliance. Its integration capabilities support diverse tools, facilitating a multi-channel approach for superior customer experiences.

Freshworks

LiveAgent is an AI-driven customer communication platform featuring a robust suite of tools designed to automate and optimize customer service operations.

LiveAgent accelerates response times and boosts productivity by leveraging AI technologies like the AI Chatbot and AI Answer Assistant. With easy integration, FlowHunt enhances FAQs handling, complex query escalation, lead generation, and multilingual support. These features are accessible on all current pricing plans, excluding legacy plans. AI Answer Assistant utilizes ChatGPT to craft polished email responses, significantly improving customer service quality.

What are the key features of LiveAgent?

AI Chatbot: Automates interactions, improves response times, reduces workloads.
FlowHunt Integration: Handles FAQs, escalates complex queries, supports multilingual interactions.
AI Answer Assistant: Utilizes ChatGPT for polished email responses, enhancing productivity.

What benefits should users consider?

Improved Efficiency: Streamlines operations, reduces agent workload.
Increased Satisfaction: Quick, personalized responses enhance customer experience.
Cost Reduction: Optimizes resources, lowering operational expenses.

LiveAgent is widely implemented across various industries, offering tailored solutions to enhance customer engagement and operational efficiency. Businesses in e-commerce, telecommunications, and healthcare benefit from its AI-driven automation, which streamlines communication processes and supports diverse client bases.

QualityUnit

Sample Customers

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University

Buyer's Guide

Freshdesk vs. LiveAgent

April 2026

Free Report: Freshdesk vs. LiveAgent

Find out what your peers are saying about Freshdesk vs. LiveAgent and other solutions. Updated: April 2026.

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