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Freshdesk vs LiveAgent comparison

Freshworks and QualityUnit are both solutions in the Help Desk Software category. Freshworks is ranked #8 with an average rating of 8.4, while QualityUnit is ranked #34. Freshworks holds a 3.6% mindshare in HDS, compared to QualityUnit’s 0.4% mindshare. Additionally, 93% of Freshworks users are willing to recommend the solution, compared to 100% of QualityUnit users who would recommend it.
Freshdesk
Read 29 Freshdesk reviews
  • 2,021 Views
  • 1,363 Comparison Views
93% willing to recommend
LiveAgent
Read 2 LiveAgent reviews
  • 159 Views
  • 90 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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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.

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To learn more, read our detailed Freshdesk vs. LiveAgent Report (Updated: January 2025).
Buyer's Guide
Freshdesk vs. LiveAgent
January 2025
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Helped 832,138 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
8th
Ranking in Knowledge Management Software
5th
Average Rating
8.2
Reviews Sentiment
7.4
Number of Reviews
29
Ranking in other categories
Customer Experience Management (6th), Field Service Management (3rd)
LiveAgent
Ranking in Help Desk Software
34th
Ranking in Knowledge Management Software
15th
Average Rating
8.0
Reviews Sentiment
7.6
Number of Reviews
2
Ranking in other categories
IT Service Management (ITSM) (43rd)
 

Mindshare comparison

As of February 2025, in the Help Desk Software category, the mindshare of Freshdesk is 3.6%, down from 4.6% compared to the previous year. The mindshare of LiveAgent is 0.4%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Alexey Timchenko - PeerSpot reviewer
Incredibly user-friendly, flexible, and affordable
Automation and ticket routing rules in Freshdesk save us daily by streamlining routine tasks. We use reports to identify issues, allocate resources, and continuously improve our processes. It is a vital part of our daily operations, helping us stay proactive and efficient in handling various types of tickets. The reporting and analytics tools in Freshdesk are effective for measuring customer service performance. While our current subscription level has some limitations in terms of reporting, the next level provides more options. Budget constraints currently prevent us from upgrading, but the available reporting features still meet our basic needs. I highly recommend Freshdesk, especially for companies in their early stages. It is user-friendly, easy to configure, and great for those with a moderate volume of customer requests. The cost is reasonable, making it a quick and efficient solution to implement. Overall, I would rate Freshdesk as an eight out of ten.
Read full review
DL
Service level optimization is key as is the integrated email and chat functions
I'd like to see an improvement in the connection to other software or the ability to have a direct connection. For now you can send an email with specific data and the system will react to it but you can't have a direct conversation. The issue is with optimization for the times when you need to go outside of the system. I'd like to see an improved API to the system, rather than other softwares having to trigger everything. You can connect from outside via the API so things like client details can be changed but there's no internal trigger that would automatically update.
Read full review

Quotes from Members

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

Pros

"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"The organization that is possible with other departments is the solution's most valuable aspect."
More Freshdesk pros
"Provides service level optimization."
"The most valuable feature was how the solution helped us to prioritize tasks."
 

Cons

"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"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 to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
More Freshdesk cons
"Connection to other softwares could be improved."
"There are other products that are more popular."
 

Pricing and Cost Advice

"It is costly."
"We use a licensing model only so we pay for the number of agents we have configured in the system only."
"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."
"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."
"The pricing is pretty manageable and acceptable."
"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."
More Freshdesk pricing and cost advice
Information not available
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Top Industries

By visitors reading reviews
Computer Software Company
23%
Financial Services Firm
7%
Manufacturing Company
6%
Retailer
6%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Freshdesk?
Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.
See all answers
What needs improvement with Freshdesk?
Freshdesk's major drawback is its limitation in integrating tools for App Store and Play Store reviews, and social channels like Twitter, which come with additional costs. Despite having third-part...
See all answers
What is your primary use case for Freshdesk?
The customer's primary use case for Freshdesk is handling emails and social media queries. It is mostly used for managing transactional queries such as deposits and withdrawals. Our support team is...
See all answers
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Comparisons

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ServiceNow vs Freshdesk
Compared 23% of the time
JIRA Service Management vs Freshdesk Logo
JIRA Service Management vs Freshdesk
Compared 22% of the time
Spiceworks vs Freshdesk Logo
Spiceworks vs Freshdesk
Compared 8% of the time
Microsoft Dynamics CRM vs Freshdesk Logo
Microsoft Dynamics CRM vs Freshdesk
Compared 8% of the time
Maven AGI vs Freshdesk Logo
Maven AGI vs Freshdesk
Compared 7% of the time
More Freshdesk Competitors
No data available
 

Product Reports

Buyer's Guide
Freshdesk
February 2025
Freshdesk reportDownload Freshdesk product report
Buyer's Guide
Help Desk Software
January 2025
LiveAgent reportDownload LiveAgent product report
 

Overview

Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers. 

Freshdesk Features and Benefits

Some of the solution's top features and benefits include:

  • Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.
  • Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.
  • Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.
  • Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.
  • Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

    With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.
  • Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.

  • Integration: Freshdesk’s open API can be used to integrate the solution with multiple  third-party systems. 
  • Comprehensive security: Freshdesk’s security features allow you to:

    • Set custom access permissions for agents.
    • Perform comprehensive audits of networks and systems.
    • Secure your own support domain or vanity URL with custom SSL certificates.
    • Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
    • Set up SSO scripts for credential authentication.

Reviews from Real Users

Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”

Freshworks

Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 179+ helpful features such as advanced automation features, rules, tags, and 40+ integrations.

Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free 14-day trial today, no credit card required.

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
January 2025
Free Report: Freshdesk vs. LiveAgent
Find out what your peers are saying about Freshdesk vs. LiveAgent and other solutions. Updated: January 2025.
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