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Freshdesk vs LiveAgent comparison

Freshworks and QualityUnit are both solutions in the Help Desk Software category. Freshworks is ranked #6 with an average rating of 8.4, while QualityUnit is ranked #38. Freshworks holds a 3.5% mindshare in HDS, compared to QualityUnit’s 0.3% mindshare. Additionally, 93% of Freshworks users are willing to recommend the solution, compared to 100% of QualityUnit users who would recommend it.
Freshdesk
Read 30 Freshdesk reviews
  • 1,801 Views
  • 1,253 Comparison Views
93% willing to recommend
LiveAgent
Read 2 LiveAgent reviews
  • 163 Views
  • 85 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: February 2025).
Buyer's Guide
Freshdesk vs. LiveAgent
February 2025
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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
6th
Ranking in Knowledge Management Software
5th
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
30
Ranking in other categories
Customer Experience Management (4th), Field Service Management (3rd)
LiveAgent
Ranking in Help Desk Software
38th
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 April 2025, in the Help Desk Software category, the mindshare of Freshdesk is 3.5%, down from 4.6% compared to the previous year. The mindshare of LiveAgent is 0.3%, up from 0.3% 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

"I used Freshdesk for communication with the clients, such as real-time chats."
"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."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"It is very easy to make reports."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"Technical support is outstanding."
"The organization that is possible with other departments is the solution's most valuable aspect."
More Freshdesk pros
"The most valuable feature was how the solution helped us to prioritize tasks."
"Provides service level optimization."
 

Cons

"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."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"I would like to see a little bit more color in the solution."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets."
"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."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"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."
More Freshdesk cons
"Connection to other softwares could be improved."
"There are other products that are more popular."
 

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."
"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."
"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 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."
"The pricing is pretty manageable and acceptable."
"Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
"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
24%
Financial Services Firm
7%
Real Estate/Law Firm
7%
Manufacturing Company
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

ServiceNow vs Freshdesk Logo
ServiceNow vs Freshdesk
Compared 21% of the time
JIRA Service Management vs Freshdesk Logo
JIRA Service Management vs Freshdesk
Compared 18% of the time
Maven AGI vs Freshdesk Logo
Maven AGI vs Freshdesk
Compared 10% of the time
Spiceworks vs Freshdesk Logo
Spiceworks vs Freshdesk
Compared 8% of the time
TOPdesk vs Freshdesk Logo
TOPdesk vs Freshdesk
Compared 7% of the time
More Freshdesk Competitors
No data available
 

Product Reports

Buyer's Guide
Freshdesk
March 2025
Freshdesk reportDownload Freshdesk product report
Buyer's Guide
Help Desk Software
March 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
February 2025
Free Report: Freshdesk vs. LiveAgent
Find out what your peers are saying about Freshdesk vs. LiveAgent and other solutions. Updated: February 2025.
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