Freshdesk vs LiveAgent comparison

Why PeerSpot?

Freshworks and QualityUnit are both solutions in the Help Desk Software category. Freshworks is ranked #4 with an average rating of 8.1, while QualityUnit is ranked #36. Additionally, 93% of Freshworks users are willing to recommend the solution, compared to 100% of QualityUnit users who would recommend it.

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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: October 2026).

Buyer's Guide

Freshdesk vs. LiveAgent

October 2026

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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

Automation Anywhere

Featured Reviews

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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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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it_user1729971

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

"It's easy to use for business users. Everything is good. It's a nice product."

"Scheduling helps to generate and send reports without any delay."

"Most of the features of Automation Anywhere (AA) are good, but one big feature which I really like is its OCR (optical character recognition) feature."

"We have definitely experienced an ROI in terms of saving, for example, the costs of service delivery contracts have come down because of our use of automation and it saves me around $100,000 a year."

"The process to add licenses has been very straightforward and seamless."

"Implementation of Automation Anywhere (AA) allows us to automate business processes and has brought productivity gains, error reduction, and speed of execution in multiple HR and Finance operations."

"I realized that Automation Anywhere is much easier, more reliable, and has value for money with good and vast customer support."

"The turnaround time of building bots is quick. We are deploying around four bots per month. The turnaround time to get a design, build, and deploy is very fast. This is very good for us. It has helped us out when scaling up in a better manner."

More Automation Anywhere pros

"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."

"Freshdesk has positively impacted my organization to an extraordinary extent; I cannot find the words to express how much it helps our workforce."

"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."

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

"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."

"Some of the best features of Freshdesk include automation, user-friendly interface, and comprehensive support options that enhance our workflow."

"Freshdesk has played a huge role in allowing me to deliver solutions to my customers in a fast, timely fashion, which is why it rates high in my books."

"It is very easy to make reports."

More Freshdesk pros

"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."

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

"Provides service level optimization."

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

Cons

"Unfortunately, this process was not used for a long time due to latency issues and a functionality gap."

"Automation Anywhere should implement this feature. They should also decrease their cost."

"Automation Anywhere could benefit from a more technical focus."

"AA has many features but the issue is with the loss of overhead on computing resources."

"One area for improvement in Automation Anywhere (AA) is its monitoring system. It's not that good. Both scalability and stability are also areas for improvement in the tool."

"We have our limitations. We can run only VBScripts and one more thing. If we want to run Python scripts or batch files, we cannot do it. So, if they would add these extra things in there then that would be beneficial."

"The website can be buggy at times, and I would like to see improvements in latency and slow response times."

"I'd love to see the ability to build web or mobile applications that are integrated with Automation Anywhere bots, so that a user can work on a web interface directly. Then, it can be linked to the Automation Anywhere bots in the background. They just hit a button, and all the data or information will be used by the bot to do some process in the back end."

More Automation Anywhere cons

"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."

"Freshdesk's scalability could be improved for larger businesses across departments."

"We have encountered lots of issues from observations of our QA, such as concatenated new lines displaying '=0' and differences between line spaces, and we are still waiting for resolutions for others, such as not being able to recover lost data or tickets."

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

"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."

"I would like on-the-go translation,"

"The solution's inbound calls could be improved."

"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."

More Freshdesk cons

"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."

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

Pricing and Cost Advice

"Annual licensing costs would be about $100,000."

"Licensing costs range from $50,000 to $200,000."

"It is affordable for us."

"Regarding the price, licensing, and maintenance, Automation Anywhere provides its customers with its best and affordable value."

"The pricing is reasonable and one can achieve ROI faster when compared to other tools."

"As far as costs, it depends on your use. We started with a basic department pack, which is over 10K. The additional costs depend on the scale of the engagement and how it pans out. We customize to our needs on the go."

"I believe it is $10,000 for Bot Creator."

"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."

More Automation Anywhere pricing and cost advice

"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."

"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 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."

"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."

"It is costly."

"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

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Construction Company

10%

Manufacturing Company

Comms Service Provider

Financial Services Firm

Healthcare Company

25%

Comms Service Provider

16%

Retailer

16%

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	566

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	6
Large Enterprise	13

No data available

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

See all answers

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What needs improvement with Freshdesk?

I think the main problem with Freshdesk is the deep settings, interface, and analytics. When you need complex cross-f...

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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 cust...

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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 se...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 5% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

HyperScience vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs Freshdesk

Compared 8% of the time

JIRA Service Management vs Freshdesk

Compared 6% of the time

Zendesk vs Freshdesk

Compared 5% of the time

ManageEngine ServiceDesk Plus vs Freshdesk

Compared 4% of the time

IFS Cloud Platform vs Freshdesk

Compared 3% of the time

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Zendesk vs LiveAgent

Compared 15% of the time

JIRA Service Management vs LiveAgent

Compared 12% of the time

BMC Helix ITSM vs LiveAgent

Compared 7% of the time

Samanage vs LiveAgent

Compared 5% of the time

Jive vs LiveAgent

Compared 3% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

Freshdesk

November 2026

Download Freshdesk product report

Buyer's Guide

Help Desk Software

October 2026

Download LiveAgent product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Interactive Demo

Automation Anywhere

Demo not available

Freshworks

Demo not available

QualityUnit

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

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 offers innovative AI features that automate communication, helping customer service teams enhance response times and boost productivity. Integrated AI solutions are available on current pricing plans, excluding legacy ones.

LiveAgent provides comprehensive AI-powered capabilities to improve customer interactions and streamline support processes. The AI chatbot efficiently automates routine inquiries, providing multilingual support and lead generation. The AI Answer Assistant utilizes ChatGPT to craft personalized email replies, enhancing agent productivity while reducing costs. With FlowHunt integration, the system effortlessly manages FAQs and escalates complex queries, ensuring seamless customer experiences.

What are LiveAgent's key features?

AI Chatbot: Automates communication, reducing agent workload
Multilingual Support: Ensures global customer interaction
AI Answer Assistant: Generates polished, personalized email responses
Integration with FlowHunt: Handles FAQs and escalates complex queries

What benefits should users look for in LiveAgent reviews?

Improved Response Times: Faster communication with AI tools
Increased Agent Productivity: Focus on more complex tasks
Cost Reduction: Automation leads to lower support costs
Enhanced Customer Satisfaction: Quick, personalized responses

LiveAgent is versatile, catering to diverse industries like e-commerce, SaaS, education, and healthcare. Each sector benefits from customized support features, improving efficiency and customer engagement. From handling bulk inquiries in retail to streamlining communication in tech, LiveAgent's AI tools adapt seamlessly, contributing to improved service delivery and customer retention.

QualityUnit

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

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

October 2026

Free Report: Freshdesk vs. LiveAgent

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

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