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 #39. Freshworks holds a 3.2% mindshare in HDS, compared to QualityUnit’s 1.1% mindshare. Additionally, 93% of Freshworks users are willing to recommend the solution, compared to 100% of QualityUnit users who would recommend it.

Freshdesk

Read 41 Freshdesk reviews

4,673 Views
2,897 Comparison Views

93% willing to recommend

LiveAgent

Read 2 LiveAgent reviews

1,199 Views
839 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: May 2026).

Buyer's Guide

Freshdesk vs. LiveAgent

May 2026

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Helped 894,807 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 (3rd), Field Service Management (3rd)

LiveAgent

Ranking in Help Desk Software

39th

Ranking in Knowledge Management Software

16th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (34th)

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of Freshdesk is 3.2%, down from 3.2% compared to the previous year. The mindshare of LiveAgent is 1.1%, 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	3.2%
LiveAgent	1.1%
Other	95.7%

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

"Aside from sending a ticket to client, it can also send an image."

"While using Freshdesk for their ticket management solution for reaching out to the end users, we are transferring a large part of that to the central team which is operating through ServiceNow, so everything which is flowing there ultimately flows into ServiceNow to give a 360-degree view of how well the support is running."

"Freshdesk's requirement for appending resolution details before allowing ticket closure ensures the automatic creation of a knowledge base."

"Freshdesk has positively impacted our organization by improving our customer relationships."

"Omnichannel is one of the most valuable features of the solution."

"It is very easy to make reports."

"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."

"Freshdesk is very easy to use, it is user-friendly, and users can access knowledge base articles."

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

"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."

"It's a heavy app with lots of APIs, third-party integrations, etc. They should make it lighter."

"With the advancements in AI now, I will say Freshdesk should consider integrating more AI, but so far, I am satisfied with every single feature."

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

"There are issues with technical incidences, such as not being able to receive messages from certain email addresses."

"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."

"Improvement can be done with the overall look, and fields like Query Type can be shown at the home page itself."

"I think the main problem with Freshdesk is the deep settings, interface, and analytics."

More Freshdesk cons

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

"There are other products that are more popular."

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

"Connection to other softwares could be improved."

Pricing and Cost Advice

"The pricing is pretty manageable and acceptable."

"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."

"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."

"It is costly."

"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."

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

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

"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."

More Freshdesk pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

11%

Manufacturing Company

10%

Construction Company

University

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	27
Midsize Enterprise	6
Large Enterprise	14

No data available

Questions from the Community

What needs improvement with Freshdesk?

I think the main problem with Freshdesk is the deep settings, interface, and analytics. When you need complex cross-functional reports, such as a link between tickets and CRM data or a specific vis...

See all answers

What is your primary use case for Freshdesk?

My main use case for Freshdesk is customer support tickets. A specific example of how my team uses Freshdesk for customer support tickets is that it was a pre-integrated Freshdesk tool with Jira, w...

See all answers

What advice do you have for others considering Freshdesk?

My advice for others looking into using Freshdesk is to consider that compared to Zendesk or Salesforce, where the settings might take months, Freshdesk can allow you to launch it in just a few day...

See all answers

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Comparisons

ServiceNow vs Freshdesk

Compared 14% of the time

Zendesk vs Freshdesk

Compared 8% of the time

JIRA Service Management vs Freshdesk

Compared 7% of the time

ManageEngine ServiceDesk Plus vs Freshdesk

Compared 4% 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

IFS Cloud Platform vs LiveAgent

Compared 4% of the time

More LiveAgent Competitors

Product Reports

Buyer's Guide

Freshdesk

May 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

May 2026

Free Report: Freshdesk vs. LiveAgent

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