LiveAgent vs. TOPdesk: Which is Best? - Wheelhouse

LiveAgent vs. TOPdesk: Which is Best?

LiveAgent vs. TOPdesk Best Overall: LiveAgent

In our comparison of LiveAgent vs. TOPdesk, LiveAgent is the best option with a higher overall Wheelhouse Score. Wheelhouse Score uses a combination of feature and pricing comparison data, average user ratings, and editorial reviews to score software vendors on a scale of 1-10.

Quick Info

LiveAgent Quick Info
WH Score:
8.9
Pricing Score:
8.6
Feature Score:
9.1
Usability Score:
8.2
Company Size:All Sizes
Platforms:
TOPdesk Quick Info
WH Score:
8.8
Pricing Score:
9.0
Feature Score:
9.0
Usability Score:
8.4
Company Size:All Sizes
Platforms:

Pricing

LiveAgent Pricing
Free
Free
per user / per month
Small
$9
per user / per month
Medium
$29
per user / per month
Large
$49
per user / per month
Enterprise
$69
per user / per month
TOPdesk Pricing
Price Range
Contact Us

* Vendor does not share prices.

Features

LiveAgent Features
  • Ticket Assign
  • Ticket Tagging
  • Ticket Queuing
  • Ticket Linking
  • Ticket Routing
  • Ticket Transfer
  • Ticket Sharing
  • Ticket Merge
  • Ticket Split
  • Ticket Rating
  • Agent Handoff
  • Agent Collision Detection
  • Ticket Lifecycle Management
  • Screen Sharing
  • Voice
TOPdesk Features
  • Ticket Assign
  • Ticket Tagging
  • Ticket Queuing
  • Ticket Linking
  • Ticket Routing
  • Ticket Transfer
  • Ticket Sharing
  • Ticket Merge
  • Ticket Split
  • Ticket Rating
  • Agent Handoff
  • Agent Collision Detection
  • Ticket Lifecycle Management
  • Screen Sharing
  • Voice

Pros & Cons

LiveAgent Pros & Cons
Pros
  • It effectively connects with various social media and email channels across different departments within the company
  • With powerful automations, we are able to resolve customer issues efficiently
  • LiveAgent is a reliable solution for managing customer support, despite its interface challenges.
Cons
  • Some in-depth training is required after moving to this system.
TOPdesk Pros & Cons
Pros
  • It's proven to be an effective tool for gathering valuable insights about our customers
  • We initially started with incident management but have since expanded to incorporate change management, operations, and objects.
Cons
  • The default Fuzzy search option isn’t good-to disable it, I always use the quotes around a search term
  • Failure to recognize the X character, as we have an issue with usability with Firefox and the operator console, makes it very frustrating.

Reviews

LiveAgent Reviews
Top Favorable Review
J
Jonathan
Reviewed on Jul 2, 2021

LiveAgent offers strong automation and integration capabilities, serving as a comprehensive hub for all customer support communications.

It effectively connects with various social media and email channels across different departments within the company. With powerful automations, we are able to resolve customer issues efficiently. LiveAgent is a reliable solution for managing customer support, despite its interface challenges.

The user interface appears outdated and may require some learning to navigate. Additionally, the chat function may appear overwhelming to our agents.

Top Critical Review
R
Roberta
Reviewed on Jul 2, 2021

Remain connected with clients using Live Agent.

Handling feedback is simple, the ability to host a live chat on our web using the chat and ticket plan, suitable system for calling is the all-inclusive plan, it provides some plans to better fulfill your business requirements, and it has a free trial of 14 days.

Some in-depth training is required after moving to this system.

TOPdesk Reviews
Top Favorable Review
M
Mary
Reviewed on Jul 2, 2021

TOPdesk seamlessly integrates with any IT department or organization operating on a ticket-based system. Its comprehensive workload monitoring and management capabilities make it an ideal choice for organizations reliant on ticket tracking.

It's proven to be an effective tool for gathering valuable insights about our customers. We initially started with incident management but have since expanded to incorporate change management, operations, and objects.

It lacks certain basic functions, such as the ability to add photos to an existing call. Also, I believe the self-service portal could benefit from more customization options.

Top Critical Review
M
Michael
Reviewed on Jul 2, 2021

We have automated many services over the years using the self-service portal since it is extremely configurable. Also, it is a very functional system.

Has an extremely configurable self-service portal which has constantly evolved, and it has an available SSO option which is quite easy to install.

The default Fuzzy search option isn’t good-to disable it, I always use the quotes around a search term. Failure to recognize the X character, as we have an issue with usability with Firefox and the operator console, makes it very frustrating.

Alternatives

LiveAgent Alternatives
TOPdesk Alternatives
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LiveAgent vs. TOPdesk: Detailed Comparison

LiveAgent vs. TOPdesk Top Ratings & Reviews: LiveAgent

In our rating and review comparison of LiveAgent vs. TOPdesk, LiveAgent has 34 user reviews and TOPdesk has 11. The average star rating for LiveAgent is 4.76 while TOPdesk has an average rating of 4.36. LiveAgent has more positive reviews than TOPdesk. Comparing LiveAgent vs. TOPdesk reviews, LiveAgent has stronger overall reviews.

LiveAgent vs. TOPdesk Best Features & Functionality: LiveAgent

LiveAgent vs. TOPdesk both offer a strong set of features and functionality including Helpdesk Features, Supported Channels, Accounting Features, Document Management, Phone System Features, Call Management & Administration, Portal Types, Collaboration Tools, Workflow Automation, Language & Speech, Customizable Items, Reporting & Analytics, Data Management, Systems/Administrative, Identity and Access Management (IAM), Password Management, Cybersecurity Features, Integration Options, Third-Party Integrations, Google Workspace, After-Sales Service. In our feature comparison of LiveAgent vs. TOPdesk, LiveAgent offers more of the most popular features and tools than TOPdesk.

LiveAgent vs. TOPdesk Best Pricing: TOPdesk

In our pricing comparison of LiveAgent vs. TOPdesk, TOPdesk's pricing starts at N/A/month and is more affordable compared to TOPdesk's starting cost of N/A/month.

LiveAgent vs. TOPdesk Best Usability: TOPdesk

Our comparison of LiveAgent vs. TOPdesk shows that TOPdesk scores higher in usability for meets requirements, learning curve, ease of admin. LiveAgent scores higher in ease of use, setup & support, quality of support, but TOPdesk has the best scores overall for system usability.

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