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LiveAgent vs Zendesk comparison

QualityUnit and Zendesk are both solutions in the Help Desk Software category. QualityUnit is ranked #38, while Zendesk is ranked #9 with an average rating of 7.7. QualityUnit holds a 0.3% mindshare in HDS, compared to Zendesk’s 4.1% mindshare. Additionally, 100% of QualityUnit users are willing to recommend the solution, compared to 93% of Zendesk users who would recommend it.
LiveAgent
Read 2 LiveAgent reviews
  • 163 Views
  • 85 Comparison Views
100% willing to recommend
Zendesk
Read 60 Zendesk reviews
  • 1,602 Views
  • 1,273 Comparison Views
93% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

LiveAgent and Zendesk are competing in the customer support software market. Zendesk seems to have the upper hand due to its comprehensive features and perceived value, appealing to larger enterprises.

Features: LiveAgent is known for its built-in call center, social media integration, and user-friendly ticketing system. Zendesk is recognized for its extensive app marketplace, automation tools, and detailed analytics.

Ease of Deployment and Customer Service: LiveAgent offers a straightforward deployment model with personalized customer service. Zendesk provides a cloud-based deployment with extensive resources and community support, giving it the edge in complex deployments.

Pricing and ROI: LiveAgent offers a lower setup cost and favorable ROI for small to medium-sized businesses. Zendesk requires a higher initial investment but delivers a strong ROI through advanced capabilities suited for large-scale operations.

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To learn more, read our detailed LiveAgent vs. Zendesk Report (Updated: April 2025).
Buyer's Guide
LiveAgent vs. Zendesk
April 2025
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Helped 847,772 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

LiveAgent
Ranking in Help Desk Software
38th
Ranking in IT Service Management (ITSM)
43rd
Ranking in Knowledge Management Software
15th
Average Rating
8.0
Reviews Sentiment
7.6
Number of Reviews
2
Ranking in other categories
No ranking in other categories
Zendesk
Ranking in Help Desk Software
9th
Ranking in IT Service Management (ITSM)
7th
Ranking in Knowledge Management Software
3rd
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
60
Ranking in other categories
CRM Customer Engagement Centers (7th), CRM (20th), Sales Force Automation (7th), Reporting (13th), Community Platforms (3rd)
 

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of LiveAgent is 0.3%, up from 0.3% compared to the previous year. The mindshare of Zendesk is 4.1%, down from 4.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

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.
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JohanSkibdahl - PeerSpot reviewer
Automating customer support with advanced AI capabilities and seamless communication
Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.
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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

"The most valuable feature was how the solution helped us to prioritize tasks."
"Provides service level optimization."
"The stability has been very good."
"It's very convenient to use."
"The initial setup is simple and straightforward."
"Zendesk has been invaluable in automating communications such as email and phone calls."
"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"We rarely had issues with Zendesk."
"The product offers very good management. It has a great ability to assign tickets based on content."
More Zendesk pros
 

Cons

"Connection to other softwares could be improved."
"There are other products that are more popular."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"It needs to improve in terms of its flexibility, price, and installation."
"The dashboard could be better."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"The solution could integrate better with QR codes from some websites such as Facebook."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"It wasn't easy to set up so we're only using a third of all of the features,"
More Zendesk cons
 

Pricing and Cost Advice

Information not available
"From what I hear, Zendesk's pricing is a little expensive."
"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."
"The price is very competitive."
"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
23%
Educational Organization
11%
Financial Services Firm
8%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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What do you like most about Zendesk Support?
I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...
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What is your experience regarding pricing and costs for Zendesk Support?
I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.
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What needs improvement with Zendesk Support?
Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as ...
See all answers
 

Comparisons

No data available
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Atlassian Confluence vs Zendesk Logo
Atlassian Confluence vs Zendesk
Compared 8% of the time
Freshservice vs Zendesk Logo
Freshservice vs Zendesk
Compared 7% of the time
BMC Helix ITSM vs Zendesk Logo
BMC Helix ITSM vs Zendesk
Compared 6% of the time
More Zendesk Competitors
 

Product Reports

Buyer's Guide
Help Desk Software
March 2025
LiveAgent reportDownload LiveAgent product report
Buyer's Guide
Zendesk
March 2025
Zendesk reportDownload Zendesk product report
 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

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

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Zendesk
 

Sample Customers

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Buyer's Guide
LiveAgent vs. Zendesk
April 2025
Free Report: LiveAgent vs. Zendesk
Find out what your peers are saying about LiveAgent vs. Zendesk and other solutions. Updated: April 2025.
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