# Page 17 | LiveAgent Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 17 - Is LiveAgent the right Help Desk solution for you? Explore 1753 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/102188/LiveAgent/reviews

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LiveAgent

4.7 (1753)

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/)

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Last updated April 2nd, 2026

# Page 17 - Reviews of LiveAgent

## Showing most helpful reviews

Showing 401-425 of 1753 Reviews

Sort by:

Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

EJÁ

Eduardo Jesús Á.  
Ingeniero de Proyectos Tecnológicos  
Information Technology and Services  
Used the software for: Less than 6 months

### "Reseña PT"

July 13, 2023

4.0

Con LiveAgent nos ha facilitado la gestión de los tickets de soporte, los reportes nos ayudan a evaluar a nuestro personal de soporte en la atención y resolución de tickets.

Pros

La facilidad para la gestión de tickets y poder realizar la asignación de los mismos al personal de soporte.

Cons

El crear algunas de las reglas para la gestión de los tickets, al principio me costó un poco entender el funcionamiento de las mismas.

Alternatives considered

[Richpanel](https://www.capterra.com/p/164751/eCommerce-CRM/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Gorgias](https://www.capterra.com/p/155357/Gorgias/)[HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

Reason for choosing LiveAgent

Después de hacer la evaluación por 14 días fue la mejor mesa de ayuda que se ajustaba a nuestras necesidades.

Review Source

Response from CyberSentriq

July 19, 2023

Hello there! It's great to hear how useful you've found our ticket management system. Appreciate your straight 9 on recommendation - it's always a bonus point for us. And as for your sphere of work, Tech projects do need quality support. Guess we're a pretty good match! ;) - LiveAgent Team

Jose C.  
bachelor  
Internet  
Used the software for: I used a free trial

### "Customer service will never be the same again"

July 6, 2023

5.0

My overall experience has been just phenomenal! From the first moment I started using it, I realized that I had found a gem in the world of customer service.

Pros

What I liked the most is its incredible ability to manage all my communication channels in one platform! I no longer have to worry about checking emails, social media messages, and phone calls separately. now I have everything in one place, which allows me to provide much faster and more efficient customer service.

Cons

The initial learning curve, as I am an impatient person and learning how to use all the functions and features of the software was a bit overwhelming at first. It took me some time to get familiar with the interface and understand how to properly set up my account.

Review Source

Response from CyberSentriq

July 10, 2023

Hi Jose, thanks for your valuable feedback. It's really nice to hear that our ability to manage all communication channels in one platform has stood out for you. It's true, bringing everything under one roof can indeed enhance efficiency. Don't worry, getting used to a new interface can seem a bit overwhelming sometimes. We assure you it will get easier with time :) Cheers, - LiveAgent Team

SK

Safvan K.  
Project Coordinator  
Food & Beverages  
Used the software for: 2+ years

### "An extraordinary and infallible Customer Service and Help Desk Tool. "

August 29, 2023

5.0

Pros

LiveAgent offers a self service portal where customers can freely ask questions and receive answers quickly.It offers a real-time live chat widget that increases customer communication and interaction.This software is very useful as it helps to handle and solve customer issues faster.

Cons

I haven't come across any problem with LiveAgent as it meets all our needs.

Review Source

Response from CyberSentriq

September 4, 2023

Hello Safvan, glad that you're experiencing zero problems with LiveAgent! Your input is greatly appreciated :) - LiveAgent Team

KW

Karl W.  
Relationship Manager  
Insurance  
Used the software for: 6-12 months

### "Quick and hassle-free communication channel"

July 26, 2023

5.0

I have thoroughly enjoyed using LiveAgent since day one.

Pros

According to me, this is the easiest software for communication. Our customers appreciate the convenience of live chat, as they can interact with us without having to make phone calls or send emails. It's a quick and hassle-free communication channel.

Cons

It has long chat queues during peak hours which is a bit frustrating for our customers.

Review Source

Response from CyberSentriq

July 28, 2023

Hi Karl, Thanks for your great feedback. It's great that you find our software the easiest for communication. It's designed with convenience in mind to provide a hassle-free channel, your kind words truly affirm this. Sorry to hear about the long chat queues. While this happens on a very rare occasions, we take these issues seriously and we are continuously working to improve wait times during peak hours. We're glad to know that you've enjoyed using LiveAgent from the start, hoping to keep up with your expectations. Best regards, - LiveAgent Team

LA

Lilian A.  
Operations Manager  
Accounting  
Used the software for: 2+ years

### "A powerful and superb Help Desk Software"

June 7, 2023

5.0

Pros

I like how this tool offers top-notch customer services and support.Again,It is simple to communicate, interact and engage with our customers in real-time with live chat feature.LiveAgent increases customers satisfaction thus it delights me.It is simple to manage customers quieries with LiveAgent.

Cons

LiveAgent meets all our expectations and I lack anything that I can complain.

Review Source

Response from CyberSentriq

June 14, 2023

Hey Lilian, we appreciate your kind words about LiveAgent! It's always wonderful to hear that our software helps you by increasing customer satisfaction. And, of course, we take pride in keeping things simple and effective for businesses like yours in the accounting industry. Remember, our team is always here to assist you. Thank you for your glowing 9/10 recommendation! - LiveAgent Team

AM

Antony M.  
Market research analyst  
Information Technology and Services  
Used the software for: 6-12 months

### "An Exceptional Customer Support Solution with Room for User-Friendly Enhancements"

July 18, 2023

5.0

Our support team is now better equipped to provide excellent service thanks to LiveAgent's comprehensive capabilities, easy integration, and user-friendly interface, which has boosted customer satisfaction and facilitated communication.

Pros

LiveAgent has a very effective ticket handling system. No customer issue goes overlooked or unaddressed since the software automatically assigns and prioritises requests.Our processes have been optimised by the capacity to automate repetitive tasks and tag issues for simple classification.For those of our clients looking for self-help solutions, the knowledge base function has been invaluable.

Cons

Even if LiveAgent interacts with well-known social media sites, more advancements should be made to guarantee the efficient management of social media interactions and messages.

Review Source

Response from CyberSentriq

July 19, 2023

Hi Antony, Thank you very much for your review. We are glad that you have been satisfied with LiveAgent and the benefits it brings to your customer care. Our team works hard every day to further improve the system and to add new integrations and improvements so stay tuned for more great updates coming your way! -LiveAgent team

wN

wendy N.  
customer care manager  
Retail  
Used the software for: 1-2 years

### "your customer caring partner"

August 23, 2023

5.0

live agent has been instrumental in customer support from their user friendly abilities and ticketing system, i highly recommend the tool

Pros

over the past couple of months, liveagent has been an instrumental tool in may ways. most exquisite feature about it is the automated ticketing system right from routing the queries to the right agent to automated responses for common issues and handling many issues simultaneously.

Cons

it's integration capabilities ought to have more integration with more customer relationship tools such as HubSpot.

Review Source

Response from CyberSentriq

August 25, 2023

Hi Wendy, Excited to hear that LiveAgent feels like a solid buddy in your customer care journey. After all, retail is one busy field. With your point on integration, good news is we already have integration with HubSpot. It seems that detail slipped through the cracks! Remember to check it out, it might end up being another feature in your favorites list. Thank you for your kind recommendation :) - LiveAgent Team

YP

Yatindra P.  
Senior Software Engineer  
Information Technology and Services  
Used the software for: 1-2 years

### "Sophisticated service agent management software"

June 15, 2023

5.0

It is really a software that customer centric environments should adapt for resolving live queries.

Pros

LiveAgent comes with a host of user friendly features like live chats wherein our agents are able to chat with live customers and resolve queries on the spot.

Cons

A little tweak to design of knowledge base will make it further useful.

Review Source

Response from CyberSentriq

June 19, 2023

Hi Yatindra! Thank you for your review :) Glad to know you find our live chat feature useful for resolving customer queries. Keeping things user-friendly and efficient is our top priority. We also appreciate your suggestion regarding the design of the knowledge base, and we'll definitely consider it for future updates. Thanks again for sharing your thoughts with us! - LiveAgent Team

VR

Verified Reviewer  
Entrepreneur  
Internet  
Used the software for: 2+ years

### "Live Agent connects you to the people that matter the most: clients!"

July 25, 2018

5.0

Live Agent is a wonderful way to stay connected with customers!

Pros

Live Agent offers a few plans to help meet the needs of your business better. We use the ticket + chat plan because it allows us to host a live chat on our website. Its much easier to manage feedback with this plan. We feel that our customer base are much more likely to reach out for help online than to call. If calling is your preferred method, the All-Inclusive plan may be more for you. Sign up for a 14 day trial so you can get a feel for which features would be most beneficial for you. We get excellent feedback from our users.

Cons

We did have to spend a day or two in extensive training for our employees when we transitioned to Live Agent. Fortunately, Live Agent made it as painless as possible. Once you get it installed on your server, you will be able to manage tickets and improve efficiency.

Review Source

JP

Jonathan P.  
Boss  
Retail  
Used the software for: 6-12 months

### "Amazing Desktop software"

November 29, 2019

4.0

For Desktop it is incredible software. Mobile = LOL

Pros

The customization to create departments, ticket rules, labels etc etc is incredible. You can really control where your support requests / emails / facebook messages are going. Those emails you think, "maybe I can answer this in one year", you can safely store away for later. Have employees answer the bulk of the emails, have them transfer the difficult ones to you at the end of the day. Then answer when you have time. The settings allow for amazing flexibility for all these things.

Cons

To say they have mobile functionality is false advertisement. Mobile, from the live agent app to the live phone app is so broken that I would rather it didn't exist. Insane bugs that I can't believe exist. I have spent hours and hours of my time (and money) trying to make basic things work. When I finally gave up and contact support, it turns out they already know about the bugs and it seems they can't fix them. I spent good money buying SSIP phone numbers etc that were supposed to allow my agents to operate on mobile. When it came to using Live Agent the apps were so broken that I had to cancel all the 3rd party services I had bought to try and get everything running. I scrapped the entire concept of mobile agents down to the shockingly bad Live Agent Phone apps. Mobile functionality with Live Agent is nothing but a bad marketing joke.

Reason for choosing LiveAgent

Pricing looked better. The trial I had looked like it fit our company, and it did!

Review Source

Response from CyberSentriq

December 3, 2019

Hello Pepper, thank you very much for your feedback. We appreciate it :) Have a nice day.

BS

Bob S.  
Customer Service Representative  
Food & Beverages  
Used the software for: 2+ years

### "Customer centric live chat service"

July 25, 2023

5.0

Greatly commendable in every field of customer care.

Pros

I admire that LiveAgent includes features like canned responses and information library, which help support agents answer questions quickly and accurately, increasing their efficiency.

Cons

I am very happy with all the access given by LiveAgent and have no complaints.

Review Source

Response from CyberSentriq

July 26, 2023

Hi Bob, Thank you very much for your feedback. We are glad that LiveAgent has been the right choice for you and that you have been satisfied with the features and 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

JS

Jai S.  
Marketing Manager  
Food & Beverages  
Used the software for: 1-2 years

### "Especial and better Help Desk Tool."

August 30, 2023

5.0

Pros

It's simple and fast to support and help our customers by handling all their quieries and responding to their issues on time.Again,it is possible to communicate and engage with our customers and web visitors through live chat widget.LiveAgent integrates better with CRM Platforms and other social media platforms like Facebook,Twitter etc.

Cons

It's simply the best help desk tool that offers amazing customer support services that I have used so far hence nothing to regret.

Review Source

Response from CyberSentriq

August 31, 2023

Hello Jai, We're glad to know you're finding our tool simple and fast to support your customers. That's what we're here for! Thanks for taking the time to share your thoughts. - LiveAgent Team

Morgan F.  
Owner  
Retail  
Used the software for: I used a free trial

### "Serves Our Needs"

October 13, 2023

5.0

Pros

My team likes being to easily sort tickets and assign them to relative members of our team.

Cons

We haven't discovered any specific cons worth noting yet. There's no such thing as perfect software IMHO.

Alternatives considered

[Gorgias](https://www.capterra.com/p/155357/Gorgias/)

Reason for choosing LiveAgent

Price and features

Review Source

Response from CyberSentriq

October 16, 2023

Hi Morgan, Thank you very much for your review. We are glad that you have been satisfied with LiveAgent and that it has been the right choice for you when it comes to handling tickets. Remember, we are here for you 24/7 in case of any questions or issues! -LiveAgent team

AB

Alissa B.  
Director of Operations  
Airlines/Aviation  
Used the software for: 1-2 years

### "Easy to navigate with great support"

June 16, 2020

5.0

I found the transition to Live Agent desk to be very easy and user-friendly. This product is an essential tool for my team. It allows us to easily see which tasks/tickets are urgent, require a follow-up, and the customizable tags help to create an efficient workflow.

Pros

The system is easy to use and my staff was able to quickly learn the system. It's set up in a logical way and their customer support is fantastic. This software makes it easier for my team to stay organized and prioritize tasks accordingly.

Cons

I wish there was a way to customize the "ticket number." It's is auto-generated and sometimes our clients remove the information because they think it looks suspicious. This causes problems when a client replies since the system then creates a new ticket without connecting to the original message.

Switched from

[tawk.to](https://www.capterra.com/p/167792/tawk-to/)

We switched from tawk.to to Live Agent Desk because more features were offered and it was somewhat customizable.

Review Source

Response from CyberSentriq

June 25, 2020

Hi Alissa, Thank you very much for your kind feedback. It's amazing to see that LiveAgent has been the right fit for you and your company and that it was easy and smooth to get used to working with it. We are constantly working to further improve and enhance the software so stay tuned for more updates and don't hesitate to contact us if you ever need assistance - we are available 24/7!

EM

Eric M.  
Manager, Client Services  
Information Technology and Services  
Used the software for: 2+ years

### "Organizes great support tickets"

August 2, 2023

5.0

It is a great software for IT organizations in terms of support tickets.

Pros

LiveAgent support tickets serve as a centralized platform for communication between our clients and IT staff, facilitating better collaboration and organization.

Cons

Never came accross any troubling situation affecting any of our support tickets

Alternatives considered

[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)

Review Source

Response from CyberSentriq

August 3, 2023

Hey Eric, it's refreshing to hear you've not faced any issues with our system, that's what we aim for! Thanks for choosing LiveAgent! - LiveAgent Team

CG

Cherie G.  
Owner  
Apparel & Fashion  
Used the software for: I used a free trial

### "Critical for success of my company"

February 7, 2024

5.0

Pros

The ease of use and integration into other programs.

Cons

Short trial period in order to be able to fully evaluate product in order to continue using for success of company customer support.

Review Source

Response from CyberSentriq

February 13, 2024

Thank you for your awesome review, Cherie! Currently, we are offering a 1-month trial, which is among the best on the market. We believe this period should be sufficient for you to explore all our features. However, if you find yourself needing an extra day or two for testing, please don't hesitate to let us know. - LiveAgent Team

NI

Nita I.  
Administrator  
Apparel & Fashion  
Used the software for: Less than 6 months

### "Happy Live Agent user"

March 28, 2023

5.0

Pros

Great features and functionality. At first is not very impressive because of user experience. You should have patience. Might seem hard to use. But as far as you start configuring and implementing features you realise how awesome it is. Glad that I gave Live Agent I chance. I don't regret it! Comparing to the old solution we were using, Lige Agent surprised me with the email integration. The fact that you can set outgoing and incoming email with smtp is huge for us.

Cons

Could be better in user experience. It is a very complex software and might be scary at first. But it offers all you can use for a good customer service solution.

Switched from

[JivoChat](https://www.capterra.com/p/178227/JivoChat/)

The old app was not reliable. Call center solution was not so good. Also a email integration was not possible with smtp

Review Source

Response from CyberSentriq

March 29, 2023

Hi Nita, thanks for your review! We're delighted to hear you appreciate our features and functionality. We understand that the user experience is always something to be improved and we're constantly working to make it better. We're thrilled you gave us a chance and we're glad you don't regret it - keep configuring and exploring our features! - LiveAgent Team

Jasmine J.  
Sales Estimator  
Construction  
Used the software for: 6-12 months

### "LiveAgent Call Center Management Functions and Communication Tools are Nice."

August 8, 2023

5.0

Call management features are the best and its Mobile Access is also impressive, easy chatting and the collaboration and the records management LiveAgent is perfect.

Pros

History management and the help desk services production using LiveAgent functions is helpful. Engagement and project clients data management is easy and the tracking of different web visitors through LiveAgent options is very productive.

Cons

Easy and suitable Customer data management product and nothing unusual that i can underline from the LiveAgent tools capabilities.

Review Source

Response from CyberSentriq

August 9, 2023

Hello Jasmine, 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

PY

Poonam Y.  
Sales Head  
Information Technology and Services  
Used the software for: 1-2 years

### "Best Helpdesk Tool- LiveAgent"

June 25, 2023

4.0

Pros

This is the tools which has many features in one platform and tools like Helpdesk, IT Management and ITSM Tool, Ticketing uses and IT Asset managements. It helps to manage and active users for LiveAgent.

Cons

This is completely awesome product for Helpdesk and collaborations management it also helps to manage IT assets and inventory platform.

Review Source

Response from CyberSentriq

June 29, 2023

Thank you for your insightful review about LiveAgent. It's great to hear that the inclusive features of our platform, including Helpdesk, IT Management, ITSM Tool, and Ticketing, are positively serving your needs and aiding in the management of active users. Your positive feedback about our product's capabilities in Helpdesk and collaboration management, as well as in IT asset and inventory management, is highly appreciated. We value your perspective and it drives us to persistently strive towards enhancing our service quality. Best Regards, The LiveAgent Team

SM

Sebastian M.  
Ing. Sistemas  
Information Technology and Services  
Used the software for: 2+ years

### "De gran ayuda"

July 18, 2023

5.0

Pros

Es una herramienta supremamente intuitiva, ayuda muchisimo a agilizar el trabajo.

Cons

No tengo ninguna queja sobre este programa funciona a la perfeccion.

Review Source

Response from CyberSentriq

July 19, 2023

Hi Sebastian, Thank you very much for your kind feedback. We are glad 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, we are here for you 24/7 in case of any questions or issues! -LiveAgent team

KR

Kimberley R.  
Live Chat Team Manager  
Building Materials  
Used the software for: 2+ years

### "Excellent system-easy to use and train staff on "

January 5, 2022

5.0

Pros

I love this system, we have been using it for years and I really enjoy how easy it is to use and maintain, I find it easy to train new staff and implement customer strategies.

Cons

I often find the web traffic reporting to be slightly off but that isn't a big deal in our area of work.

Review Source

Response from CyberSentriq

January 11, 2022

Hi Kimberley. Thank you ! We are always thrilled to receive a 5-star review :) Happy to have you with us! - LiveAgent Team

nG

nick G.  
marketing manager  
Business Supplies and Equipment  
Used the software for: 6-12 months

### "all customer support system converged on liveagent"

August 28, 2023

4.0

liveagent is a must have tool for customer service and support, in our firm is has been an instrumental tool in customer relations, strengthening the interaction between our business and our clients

Pros

liveagent has centralized all the customer support tools on one platform from emails, voice calls to chat desk ensuring no queries are omitted. liveagent also comes with a mobile app hence making it not be subjected as desk tool, hence one can manage tickets at comfort of your phone.

Cons

liveagent pricing is high for small scale hence expensive in terms of implementing and buying it. small companies have to invest well for it although for big companies it gets economical

Review Source

Response from CyberSentriq

August 30, 2023

Hi Nick, We're glad to hear you appreciate how LiveAgent brings all of your customer support tools together. Ensuring no query is overlooked is definitely a key benefit of our platform. And the ability to manage tickets from your mobile, valuable flexibility indeed! We understand your concern about the pricing. Just so you know, we've recently introduced new annual plans that are designed to be more accommodating for businesses of all sizes. We appreciate you taking the time to share your experience with us. - LiveAgent Team

RK

Raman K.  
Technical Support Engineer  
Information Technology and Services  
Used the software for: 1-2 years

### " Great customer support platform that streamlines communications."

June 19, 2023

5.0

My user experience has been phenomenal.

Pros

LiveAgent is simple to use and understand through their intuitive UI which shows valuable information and offers great features. It enables us to add tickets to agents, share mailbox and remove support which has been excellent. Security features are great. Overall it has streamlined our communications with our customers and colleagues.

Cons

It's a very user-friendly and easy to use customer support platform. I have no drawbacks.

Review Source

Response from CyberSentriq

June 21, 2023

Hi Raman! It's awesome to see that you find LiveAgent's UI intuitive. We believe that keeping things simple and easy to use is very important. The mention of our security features is appreciated, as we take data protection very seriously. Thanks a lot for recommending us, and we're excited to continue working together! - LiveAgent Team

GC

Gianmarco C.  
Affiliate Manager  
Internet  
Used the software for: 1-2 years

### "Live chat per gli utenti del tuo sito "

February 16, 2023

4.0

Pros

Da un po’ di tempo stavamo cercando un servizio come questo: un software che ci permettesse di integrare una live chat nel nostro sito così da permettere eventuali navigatori del sito, di porci eventuali domande per chiarirsi i dubbi. C’è da dire che gestire la chat sul sito comporta più lavoro rispetto a prima ma, allo stesso tempo stiamo aumentando la soddisfazione dei nostri clienti e sta diventando anche più semplice acquisirne di nuovi. Se siete nella vendita, vi consiglio di pensare di implementare un software per la gestione della messaggistica live sul vostro sito e live agent potrebbe essere una buona soluzione.

Cons

Ad essere sincero non riesco a trovare aspetti negativi del software, forse mi piacerebbe poter avere un po’ più di possibilità di customizzazione del tool di chat in tempo reale ma già così va più che bene.

Reason for choosing LiveAgent

Mi è stato consigliato da persone di fiducia.

Review Source

Response from CyberSentriq

February 17, 2023

Thanks for sharing your experience with LiveAgent, Gianmarco! It's great to hear that our platform has been a right choice for your customer service needs :) - LiveAgent Team

RP

Rafael P.  
CTO  
Information Technology and Services  
Used the software for: Less than 6 months

### "LiveAgent as a live chat service"

March 4, 2022

4.0

We loved it's appearance, it's integration with our internal systems (not so easily done), but we hope you could improve desktop notifications.

Pros

It's a powerful, elegant and quite complete helpdesk/live chat/ticket handling solution. It has a very complete free tier and powerful (if expensive for us) premium features.

Cons

It doesn't have a desktop app and the browser notifications do not meet our expectations since we need assurance that not a single message is leaved unanswered.

Reason for choosing LiveAgent

Currently we only remain with Liveagent and Tawk

Review Source

Response from CyberSentriq

March 8, 2022

Hello Rafael! Thank you for your review. We are happy to see that LiveAgent has became your help desk solution. As of now, we're a web based solution, however we take notes on any improvements that can be made in terms of notifications. - LiveAgent Teams

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