# Page 17 | LiveAgent Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 17 - Is LiveAgent the right Help Desk solution for you? Explore 1780 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/102188/LiveAgent/reviews --- LiveAgent 4.7 (1780) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated May 15th, 2026 # Page 17 - Reviews of LiveAgent ## Showing most helpful reviews Showing 401-425 of 1780 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use ¿¿ Shan C. CEO Marketing and Advertising Used the software for: 1-2 years ### "We able to chat with Omini presense" March 10, 2022 5.0 From day one their chat system is working. we able to connect with our prospects regularly, but one thing is that their mobile app have bugs. it is important this day and age, most chats now have the best mobile apps.i hope once the admin sees this will update their app, this chat tool has big potential, so i will keep using it inside our systems. Pros Being able to connect with all other social channels is a plus. Customer support is great. easy to use have many design options great backend system security is top have maps to seee Cons Mobile app not good mobile app has issues not much improvements because it is completed. That is why but need improve as tech grows. need new tempate designs Review Source Response from QualityUnit March 11, 2022 Hello! :) Thank you for your feedback! We are glad to see that you are making full use of our omnichannel functionality. Our team is working hard on further improvements to our app that should roll out soon. Stay tuned for updates! - LiveAgent Team MV Matthias V. CTO Information Technology and Services Used the software for: 6-12 months ### "Not the cheapest solution around, but probably one of the best." April 25, 2017 5.0 Depending on the package you select it is probably not the cheapest solution around. But it is one of the best. We moved from a single google inbox to a while back. There was a lot of irritation at first since the way we dealt with support had to change a lot. But looking back, changing the way we do support, was the right thing to do. Live Agent heavily relies on departments. Which makes it easy to transfer a ticket to the right people, cutting down on our response time. Even if there is no clear distinction, I think any organisation can be devided up into departments. 1ste line support, 2nd line support, accounting, ... A ticket might get transfered between departments multiple times, but that's a good thing. Since you don't have to keep track of them, the ticket will get transfered back to your department when needed. The departments also allow us to go to the next level. Setting up multiple offices in different countries is now easy, since we can simply create a new department and create a rule that will automatically assign tickets based on the country/language. I do have to mention a couple of less than ideal things. There are some minor bugs in the application. Sometimes it completely crashes and has to be reloaded. I have yet to figure out why this happens. Luckily no data is lost though, it's just a minor inconvenience. There is also a very annoying bug in the rich text editor where it uses the same short cuts as the application (ctrl + i to put something in Italics has a different meaning in the application). So you're constantly fighting with these keys, I hope they get that resolved soon. There were also a couple of other bugs, but those got resolved quickly by the support team at LiveAgent/QualityUnit. And that last one is actually what makes me recommend Live Agent. The program isn't perfect, but remember that no program ever is. The team behind this, is really trying to build the best solution out there. And they always respond quickly to any issue or question you might have. Give them a try, they have a free trial. Pros Phone integration Chat integration (internal and customer chat) Departments Cloud based (works on mobile as well) Cons Short cuts in rich text area are conflicting with the ones in the application Review Source Angus M. Company Director Logistics and Supply Chain Used the software for: 1-2 years ### "The Help Desk My Business Needed" August 5, 2022 5.0 has helped my business grow and improved our communications with customers drastically. I'm very lucky to have found it. Pros has made communication with customers 10 times easier. Before we sometimes took up to 48 hours to respond to customer enquiries and couldn't talk to them in real time. Now our response time is down to 2 hours with a live chat on our website. Cons The pricing is on a per agent basis which can be a little annoying, but it's not the end of the world. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source Response from QualityUnit August 9, 2022 Hello Angus! Thank you for giving us a 5-star review :) Glad to see that LiveAgent is helping you to respond to customers in a timely manner. - LiveAgent Team DM Dickson M. Cyber security Computer & Network Security Used the software for: 2+ years ### "Live agent review" December 9, 2022 5.0 They have really helpful and quick customer service. Setup is simple, value-cost is insane, and it offers all the functionalities I required Pros It is an effective, stylish, and comprehensive help desk/live chat/ticket handling solution. It contains robust (albeit pricey for us) premium features in addition to a very full free tier. Cons Alright, but the UX is terrible. is by far the most difficult to set up and use of all the helpdesk programs I have used. Review Source Response from QualityUnit December 12, 2022 Hi Dickson, Thank you for taking the time to leave a review! We're glad to hear that you think our app is effective and that you find our customer service helpful. We strive to provide the best support possible, and we're happy to hear that we've been successful in that regard. Sorry that you found the UX to be difficult to use though. We'll definitely take that into consideration and try to improve it in future updates. Thanks again for the feedback - LiveAgent Team SV Sergey V. uKit Internet Used the software for: 1-2 years ### "I like Live Agent as a product and environment for the work of the support team. " March 21, 2017 4.0 Pros: easy-to-use and simple interface flexible test system and automation good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect) Help Desk, online chat, ticket system for users and knowledgebase in one place mobile app What could be improved: poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market. It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype add an opportunity to specify links in the additional field of the ticket, not only text expand chat settings (set animation as optional, personally I would like to disable it) We've been working in Live Agent for over a year and don't consider changing the platform, we're more than satisfied with it. Good luck to the Live Agent team with the development of the product! Pros easy-to-use and simple interface flexible test system and automation good built-in analytics model (if the statistics on the quantitative indicators of tickets are added, logins via API are counted in the reports by channels, and the summary report by SLA is introduced, it'll be perfect) Help Desk, online chat, ticket system for users and knowledgebase in one place mobile app Cons poor customization settings, CSS are not always enough to make the clients' portal and online chat personalized for the Russian market. It would be nice to see the Russian social network VKontakte added, as well as integrate messengers Telegram, Viber, Whatsapp, Skype add an opportunity to specify links in the additional field of the ticket, not only text expand chat settings (set animation as optional, personally I would like to disable it) Review Source MK Maureen K. Data Engineer Information Technology and Services Used the software for: 6-12 months ### "Recommendable customer service platform. " May 31, 2023 5.0 My overall experience with is great. Everyone loves it because of its user-friendliness, smooth user interface and easy to understand. Pros is one of the best and incredible customer service platform that allows you to interact and engage with customers. In our company, LiveAgent has really improved on-email communication and has increased customer satisfaction. It is easy to use for everyone and has user-friendly interface that is easy to understand. Cons Nothing negative to mention about this amazing platform. It's the best and easiest customer service platform i have ever encountered. Review Source Response from QualityUnit June 2, 2023 Hey Maureen! Thanks for your kind words on LiveAgent being an incredible customer service platform. It's great to know that it has improved so many communication processes in your company. We appreciate your recommendation and wonderful feedback. Thank you again for sharing your experience with LiveAgent, and we're happy to have you on board! :) - LiveAgent Team. MS Mickey S. System Engineer Newspapers Used the software for: 1-2 years ### "LiveAgent review. " May 10, 2023 5.0 Overall, is a great and fantastic tool for interacting with customers. It is very easy to use and very secure. Pros has a very friendly and intuitive user interface which makes it easy to use. It has helped us to do everything just from one place thus saving much time. I like the ability to handle all customers inquiries just from one place. Also, i like how it provides a customer service portal which allows customers to create and receive quick responses to tickets. Cons I haven't yet identified any area that requires improvement. meets our expectations. Review Source Response from QualityUnit May 11, 2023 Hello Mickey, and thank you for taking the time to share your thoughts on LiveAgent! It's always great to receive a 5-star review :) - LiveAgent Team saN steve andy N. customer care personnel Internet Used the software for: 6-12 months ### "most efficient help desk software you will ever come accross" August 25, 2023 5.0 A great help desk software! Pros makes communication with customers/ clients to be 100% effective thanks to its great features which include universal inbox, real time live chat, call center and a well functioning customer service portal. Cons The mobile app is not as perfect as the website in terms of responsiveness. All in all ; it still performs in tasks well though slower. Review Source Response from QualityUnit August 29, 2023 Hi there, we appreciate your awesome review and are glad you find our help desk software efficient. It's unfortunate that you're finding the mobile app to be a bit slower, we're constantly improving on our end to ensure a top-notch experience. Once again, thanks for your 10/10 recommendation. No worries, our tech team is on guard, making sure every pixel performs at its best :) - LiveAgent Team FA Fred A. Engineer Electrical/Electronic Manufacturing Used the software for: 2+ years ### "LiveAgent Review" November 9, 2022 4.0 Pros What I love most about this software is the simplicity of it. Very easy to use. Cons Their support and price are not the best. It can take them a while to get back to you. Review Source Response from QualityUnit November 11, 2022 Hello Fred! Thank you for your review! We're glad to hear that you find our software easy to use. We apologize for any delays in support you may have experienced. We usually respond to chats within one minute and we are continously doing our best to improve our response time. Thank you for your feedback! - LiveAgent Team BM Blair M. Owner E-Learning Used the software for: I used a free trial ### "Ease of use for the non tech savvy" May 16, 2022 5.0 Exceptional Pros how easy it is to set up and implement. We were up and running in minutes. Cons Not enough videos available on Youtube to help understand things more Alternatives considered [Vision Helpdesk](https://www.capterra.com/p/102230/Vision-Helpdesk/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Reason for choosing LiveAgent Easy to use and implement Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We need to keep things simple. Our dedicated team of people are older and need a less cumbersome platform Review Source Response from QualityUnit May 18, 2022 Hello Blair, thank you very much for your kind review! We are glad to hear that you and your team have been satisfied with our software and that you find it easy to use and implement. As to the lack of videos on our YT channel, you can always start a chat with us on our website and our support will be happy to assist you 24/7. We also offer demo presentations where we will gladly take you through the whole system. TR Tim R. Owner Marketing and Advertising Used the software for: Less than 6 months ### "All-in-one support solution" September 10, 2019 5.0 Pros I love ! In the past, I always used the same communication channels for business and private, or at least they were on the same device. Situations like this were quite common: I wanted to have a Skype call with my best friend, and suddenly a customer notices that l am online and sends me support messages via direct message. My messages used to be all over the place, you have a phone call with a customer, suddenly you get a WhatsApp support request three days later. Or some customer who lives in a different time zone calls you at 3 AM because they forgot about where you live and you forgot to turn off your phone. With LiveAgent I am streamlining my entire communication. I created a support@email address for my domain and forward any incoming email to LiveAgent. | also linked my contact form on my website via Zapier to create an instant ticket. Instead of giving customers my Skype ID, I use the built-in video call feature in LiveAgent, so there are no unforeseen interruptions. Voice calls can be integrated as well including a real landline phone number, which is cool. The chat Widget can be fine-tuned to only appear under certain conditions, for example, if someone is spending 15 seconds or more on the pricing page. Overall this tool allows me to have strong boundaries and office hours with customers. | am going to use the second user account for my assistant and then use the routing emails to automatically assign all tickets to him. This dramatically frees up my time Cons The design is slightly outdated and it was a bit complicated to find everything during setup. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Bad customer support experience. Review Source Response from QualityUnit September 11, 2019 Thank you very much fot your nice feedback. we are happy that you are satisfied with us :) We still working on our improvement :) Have a nice day BH Ben H. Sales Manager Retail Used the software for: 1-2 years ### "Significant Value for the price" February 18, 2020 3.0 Pros Price, Excellent customer support, large amount of features and functionality Cons While I love the complete control of all the automated systems being programmable, it could use some additional default built in options. Comparing to competitors like ZenDesk is like comparing Linux to Apple. LiveAgent gives you complete control - but you have to set up everything. The other software out there doesn't let you customize, but everything works for you. An in between 'windows' option that allows control for those who want it but is smoother to set up for those who don't want the extra work would be optimal. That said, programs that do it for you tend to cost a lot more, which would defeat LA's primary value, the low cost. Alternatives considered [RingEX](https://www.capterra.com/p/242188/RingCentral-MVP/)[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing LiveAgent Price, functionality, control Review Source Response from QualityUnit March 4, 2020 Dear Ben, thank you for your honest feedback! We really appreciate it! :) The reason why LiveAgent was developed in a way that you have to set the majority of things up is so that it would work for each client exactly how they need. Usually, businesses differ from one to another and that is why we wanted to give everybody a chance to adjust it to their business and needs. You know where to find us should you need anything! :) BI Briam I. ING. Sistemas Information Technology and Services Used the software for: 1-2 years ### "De vital ayuda." October 7, 2023 5.0 Pros Me gusta que sea un conjunto completo de funciones las cuales facilitan funciones como chat en vivo, es muy útil poder encontrar la ubicación del usuario para enviarle la invitación a chat. Cons Es algo molesto que sea necesario iniciar sesión con tanta frecuencia para evitar que de inactive el usuario. Review Source Response from QualityUnit October 12, 2023 Hi Briam, Thanks for naming us "of vital help." We put a lot of effort into providing the most useful tools, and it seems you found it. - LiveAgent Team VR Verified Reviewer Marketer Marketing and Advertising Used the software for: 6-12 months ### "Live agent best views " October 25, 2023 5.0 It offers live application and license management Pros It's fast and easy to access clients who are in need of assistance Cons It takes some little time before customer service attained to me because most people uses this it for their business to ease communications etc Review Source Response from QualityUnit October 30, 2023 Hey there! It's great to see your kind words about our speed and accessibility. We always strive to be a time-saver in your day. We appreciate your feedback regarding customer service response time. Rest assured that we're constantly working on improving our support processes to ensure timely assistance for all our users. If you have any further suggestions or questions, feel free to reach out to us. We're here to help! - LiveAgent Team LB Laurent B. Responsable relation client Sports Used the software for: 2+ years ### "Parfait pour améliorer la rapidité du service client" July 6, 2023 5.0 Une maximisation et amélioration des taches pour le service client. Pros propose des fonctionnalités avancées telles que le routage intelligent des tickets et l'automatisation des réponses, ce qui améliore l'efficacité et la rapidité du service client. Cons Il n'y a pas d’inconvénient que j'ai rencontré en utilisant ce logiciel. Review Source Response from QualityUnit July 11, 2023 Hi Laurent, Thank you very much for your review. We are glad to hear that LiveAgent has been the right choice for you and that you have been satisfied with the benefits it brings to your customer care. Remember, our team is here for you 24/7 in case of any questions or issues! -LiveAgent team JG Jesus G. CEO Marketing and Advertising Used the software for: Less than 6 months ### "Real Time Instant Notifications Are What We Needed And LiveAgent Solved it!" March 23, 2022 5.0 Actually, I and my team haven't found anything we don't like about the software. Pros There are many things that I like about software. One of the best things about it is customer support. They are always quick to respond to my questions and help me resolve any issues that I am having. Additionally, the software is very user-friendly and easy to navigate. I can easily find the features and tools that I need without having to spend a lot of time searching for them. Overall, I am very satisfied with the software and would highly recommend it to anyone looking for customer support or help desk software. Cons When it comes to software, we know that there are some things we love and some things we don't love so much. We are sure that the admins are constantly improving the software so that it meets the needs and exceeds expectations. Review Source Response from QualityUnit March 25, 2022 Hello! Thank you for your awesome 5-star review! We are always happy to receive such feedback :) Very motivating for us! - LiveAgent Team Gabriela M. Support enginner Computer Software Used the software for: Less than 6 months ### "A good option for small companies" July 31, 2023 4.0 Its interface and functionality allows me to develop efficiently in my work. Pros It seems to me that the cost is too accessible for small companies, it does not exceed 10 usd per agent and considering the volume of these companies it is enough. Cons It could cover more areas such as project management, to prioritize tasks, however, for the price that is handled, it fulfills its function 100%. Review Source Response from QualityUnit August 3, 2023 Hello Gabriela, Your recognition of our pricing model as a key benefit for small companies is truly appreciated. Our goal is indeed to provide affordability while maintain top-notch efficiency. Stay awesome and keep doing great work, Gabriela! - LiveAgent Team JD Jennifer D. HR Executive Computer Software Used the software for: 2+ years ### "A significant software for customer resolution" August 2, 2023 5.0 Highly recommended for mid to large size organizations. Pros brings about beneficial changes to our customer service channel. It is the most used software in our organization for communication with customers. Cons After using it for quite a years, I see no flaws in it. Review Source Response from QualityUnit August 7, 2023 Hi Jennifer! Thank you very much for your 5-star review :) - LiveAgent Team VC Vanessa C. CEO Consumer Services Used the software for: 6-12 months ### "Excellent Customer Service & Support and a Tried and Tested System " March 19, 2020 5.0 I'm really impressed with the capability and options available in live agent, without having to pay an arm and a leg. They have always been very prompt in answering questions, and helping me figure out how to do what I want with the software to create a great customer service experience for my clients. Pros I really love the quick, responsive and helpful customer service given by . They have always gone above and beyond in answering questions, without leaving you waiting hours or days trying to DIY it yourself. The system itself is thorough and has everything most small businesses need to offer Help Desk Services for their clients. Cons I found the software is a bit dated, and required some round-about measures to do what I want, however it's very stable, and fulfills my needs. Alternatives considered [Crisp](https://www.capterra.com/p/151292/Crisp/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing LiveAgent Cost, all-in-one solution without needing to pay additional for what should be included services. Features. Their reputation and experience in the industry. They are a well known platform that has been around for a long time. Review Source Response from QualityUnit March 23, 2020 Hi Vanessa! Thank you for your generous review. LiveAgent team is always here for you in case you need any help - that is why we have active online support which is trying to make your life a little by easier. We believe that there is no point leaving you without the needed assistance :) In case you would like to give us some suggestion regarding the part where you are mentioning "I found the software is a bit dated" feel free to evaluate and send us your perspective at support@liveagent.com - we are always open to ideas. CW Christopher W. Head of Product Computer Software Used the software for: 6-12 months ### "LiveAgent has all the tools for modern customer support." July 22, 2021 5.0 For running a customer support help desk, gives us all the tools we need. Pros The best part of is that it bundles all the appropriate tools for customer support. It includes Live Chat as well as Email support, alongside Knowledge Base and Customer Portals. It's best feature is that it has a version of all features required. Cons It's not the easiest to get started. Setup could be smoother and the UI could be a bit more modern. Alternatives considered [Drift](https://www.capterra.com/p/227417/Drift/) Reason for choosing LiveAgent Cost and completeness. Review Source Response from QualityUnit July 28, 2021 Hello Christopher, thank you very much for sharing your review! :) We are glad to see that you are happy with LiveAgent and all of it's functions and integrations. We are constantly adding more to cover all of our customers needs. fC flavio C. Responsabile tecnico Computer & Network Security Used the software for: 2+ years ### "Ottimo applicato " February 6, 2024 5.0 Pros Applicativo usato per la gestione di ticket, tracciamento delle richieste, ottimo sistema più che consigliato Cons Facile da utilizzare e consultare, leggermente laborioso dal cellulare, ma da computer ottimo sistema Review Source Response from QualityUnit February 9, 2024 Thank you for sharing your thoughts, Flavio. We're glad you find LiveAgent excellent for managing tickets and request tracking. If you find the mobile experience slightly laborious, we'd love to learn more and see how we can improve it. Feel free to reach out to our support team! - LiveAgent Team DR Deepak R. Team Lead Marketing and Advertising Used the software for: 6-12 months ### "Stunningly great customer focused conversation tool" August 30, 2023 5.0 Pros I truly admire the convenience that provides to us as well as our customers to get their work done in absolutely no time. Its a great medium for communication. Cons Some improvements to user interface is required to maintain a space between different communication channels. Review Source Response from QualityUnit August 31, 2023 Hey Deepak, Thanks for your feedback about LiveAgent! It's really cool to see that you appreciate our aim for lightning-fast work completion. While we make sure your journey is as smooth as silk, we're constantly adding more sparkles to it. Your point on improving our user interface is well noted and improvements are already on the way. We appreciate your constructive insights as they allow us to create an even better platform. After all, shaping the software to make it more useful for marketing and advertising pros like you, is our main gig. Thanks for sharing your experience, Deepak. Confident we'll continue to be a stunningly great tool for you! - LiveAgent Team RD Raquel D. Demand planner Pharmaceuticals Used the software for: Less than 6 months ### "Una solución integral de servicio de asistencia con algunas deficiencias" April 24, 2023 5.0 A pesar de las deficiencias, mi experiencia general con ha sido positiva. Considero que la plataforma es una solución poderosa y robusta que ha mejorado significativamente la eficiencia y los tiempos de respuesta de mi equipo. Pros Considero que la función de soporte multicanal es increíblemente eficiente, lo que me permite administrar fácilmente los correos electrónicos, los chats en vivo y las interacciones en las redes sociales en un solo lugar. Cons He notado que la curva de aprendizaje de puede ser bastante empinada para algunos usuarios, especialmente para aquellos con habilidades técnicas limitadas. Review Source Response from QualityUnit April 26, 2023 Hello Raquel! Thanks for taking the time to share your thoughts on LiveAgent. It's great to hear that our multi-channel support feature has been a game-changer for you and your team! We understand that the learning curve might be a bit steep for some users. To make things easier, we are continuously working on improving our documentation, tutorials, and providing excellent customer support to assist users throughout their journey. Don't hesitate to reach out if you need any help! Once again, thank you for your feedback, and we're thrilled to have you as part of the LiveAgent family! - LiveAgent Team SR Sekar R. Information Technology Manager Chemicals Used the software for: 2+ years ### "An enchanting, ultimate and pulchritudinous Help Desk Solution." August 28, 2023 5.0 Pros I'm using this tool to provide the best support services to our customers in real-time.Again,I like how I can easily manage customers quieries and respond to their complains faster.It is simple to communicate and engage with our customers with live chat feature. Cons When having unstable internet connectivity,making live phone calls can be a challenge. Review Source Response from QualityUnit August 30, 2023 Hello Sekar, Thank you for your review of LiveAgent! We're thrilled to hear that you find our software to be a great tool for your company. If you need any assistance with the software, please feel free to reach out to us. We are always happy to help. :) - LiveAgent Team MA Mohit A. Manager Information Technology and Services Used the software for: 6-12 months ### "Great experience with this help desk platform " July 14, 2023 5.0 Pros Platform is totally outstanding because it is robust and secure. Using this we are giving outstanding or seamless experience to the clients or the customers and manage his/her queries easily. It increases our clients relationship bonds and satisfaction. Platform is straight forward to integrate and deploy without any help. It supports multi-channel that helps in managing multiple queries at the same time. Cons Outstanding platform for our organisation. There is no dislike at that time from my side. Review Source Response from QualityUnit July 18, 2023 Hi Mohit, Appreciating your positive feedback especially on the robustness and security of our platform. It's brilliant to know that this leads to better client relationships for your organization. It sounds like you're making full use of our multi-channel support features. No dislikes on your side is what we aim for, and we're so pleased we hit the mark for you. Don't hesitate to get in touch if you need anything else. - LiveAgent Team ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.