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LiveAgent vs Zoho Desk comparison

QualityUnit and Zoho are both solutions in the Help Desk Software category. QualityUnit is ranked #34, while Zoho is ranked #6 with an average rating of 8.5. QualityUnit holds a 0.4% mindshare in HDS, compared to Zoho’s 2.7% mindshare. Additionally, 100% of QualityUnit users are willing to recommend the solution, compared to 95% of Zoho users who would recommend it.
LiveAgent
Read 2 LiveAgent reviews
  • 159 Views
  • 90 Comparison Views
100% willing to recommend
Zoho Desk
Read 19 Zoho Desk reviews
  • 1,455 Views
  • 816 Comparison Views
95% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

LiveAgent and Zoho Desk are competing helpdesk solutions. LiveAgent is favored for its straightforward integration, while Zoho Desk offers more value for its cost due to its advanced capabilities.

Features: LiveAgent provides real-time chat, ticketing, and support automation, making it effective for direct customer engagement. Zoho Desk offers AI-driven tools, extensive customization, and robust reporting options, suited for businesses seeking deeper analytics.

Ease of Deployment and Customer Service: LiveAgent offers quick deployment and extensive customer support, ideal for immediate assistance. Zoho Desk allows flexible deployment but requires a comprehensive setup due to its customization features, providing adaptability for long-term use.

Pricing and ROI: LiveAgent offers competitive pricing with significant ROI through low initial costs and integrated communication tools. Zoho Desk, though higher in cost, justifies this with features that enhance long-term ROI through scalability and advanced analytics.

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To learn more, read our detailed LiveAgent vs. Zoho Desk Report (Updated: January 2025).
Buyer's Guide
LiveAgent vs. Zoho Desk
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

LiveAgent
Ranking in Help Desk Software
34th
Average Rating
8.0
Reviews Sentiment
7.6
Number of Reviews
2
Ranking in other categories
IT Service Management (ITSM) (43rd), Knowledge Management Software (15th)
Zoho Desk
Ranking in Help Desk Software
6th
Average Rating
8.4
Reviews Sentiment
7.4
Number of Reviews
19
Ranking in other categories
CRM Customer Engagement Centers (6th)
 

Mindshare comparison

As of February 2025, in the Help Desk Software category, the mindshare of LiveAgent is 0.4%, up from 0.2% compared to the previous year. The mindshare of Zoho Desk is 2.7%, up from 2.3% 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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Babatunde-Olugbode - PeerSpot reviewer
End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform
For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.
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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 solution doesn't have any bugs."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"The ticketing feature is very easy to use, compared to other systems."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"The initial setup is easy."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"It is a scalable platform."
More Zoho Desk pros
 

Cons

"Connection to other softwares could be improved."
"There are other products that are more popular."
"Zoho Desk needs to be enhanced to support IT service management policies."
"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
"There is room for improvement with the pricing."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"The solution should provide an option to autofill some values while creating tickets."
"As per customer requirements, it may have some limitations."
"It could be easier to link Zoho Desk and Outlook."
More Zoho Desk cons
 

Pricing and Cost Advice

Information not available
"The solution costs INR 8400 per user."
"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."
"Price-wise, Zoho Desk is about 35 USD a month per user."
"For what it does, it's quite cheap."
"Zoho Desk's cost is pretty much okay."
"Zoho Desk's pricing is more flexible."
"The product costs $10 to $25 per user per month."
"The solution is relatively cheap. However, there are additional licensing fees involved."
More Zoho Desk pricing and cost advice
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832,138 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Educational Organization
60%
Computer Software Company
10%
Manufacturing Company
5%
Comms Service Provider
3%
 

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 Zoho Desk?
The most valuable features of Zoho Desk are archiving queries and analytics.
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What is your experience regarding pricing and costs for Zoho Desk?
Zoho Desk is a cost-effective solution.
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What needs improvement with Zoho Desk?
Sometimes, the solution has some email issues in a new data center.
See all answers
 

Comparisons

No data available
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ServiceNow vs Zoho Desk
Compared 58% of the time
JIRA Service Management vs Zoho Desk Logo
JIRA Service Management vs Zoho Desk
Compared 14% of the time
ManageEngine ServiceDesk Plus vs Zoho Desk Logo
ManageEngine ServiceDesk Plus vs Zoho Desk
Compared 10% of the time
ManageEngine SupportCenter Plus vs Zoho Desk Logo
ManageEngine SupportCenter Plus vs Zoho Desk
Compared 10% of the time
Freshdesk vs Zoho Desk Logo
Freshdesk vs Zoho Desk
Compared 8% of the time
More Zoho Desk Competitors
 

Product Reports

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

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

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho
 

Sample Customers

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University
Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket
Buyer's Guide
LiveAgent vs. Zoho Desk
January 2025
Free Report: LiveAgent vs. Zoho Desk
Find out what your peers are saying about LiveAgent vs. Zoho Desk and other solutions. Updated: January 2025.
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