Compare LiveAgent, Oracle Service Cloud (formerly RightNow), and Freshdesk

Pricing

 
Ticket
$9/month User Seat
Sprout
Free for UNLIMITED agents
 
All-inclusive
$39/month User Seat
Blossom
$19 / agent / month billed annually
 
Ticket+Chat
$29/month User Seat
Garden
$35 / agent / month billed annually
 
Estate
$49 / agent / month billed annually
 
Forest
$89 / agent / month billed annually
 
Free Trial
Free Trial Unavailable
Free Trial
LiveAgent
Ticket
$9/monthUser Seat
All-inclusive
$39/monthUser Seat
Ticket+Chat
$29/monthUser Seat
Free Trial
Oracle Service Cloud (formerly RightNow)
Free Trial Unavailable
Freshdesk
Sprout
Freefor UNLIMITED agents
Blossom
$19/ agent / month billed annually
Garden
$35/ agent / month billed annually
Estate
$49/ agent / month billed annually
Forest
$89/ agent / month billed annually
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.9
8.0
8.5
Ease of Use
Ease of Use
9.1
7.8
8.8
Ease of Setup
Ease of Setup
8.8
7.0
8.5
Ease of Admin
Ease of Admin
8.9
7.2
8.7
Quality of Support
Quality of Support
9.2
7.0
8.9
Ease of Doing Business With
Ease of Doing Business With
9.2
7.1
8.8
Product Direction (% positive)
Product Direction (% positive)
9.1
5.5
8.6
Meets Requirements
LiveAgent
8.9
Oracle Service Cloud (formerly RightNow)
8.0
Freshdesk
8.5
Ease of Use
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
7.8
Freshdesk
8.8
Ease of Setup
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
7.0
Freshdesk
8.5
Ease of Admin
LiveAgent
8.9
Oracle Service Cloud (formerly RightNow)
7.2
Freshdesk
8.7
Quality of Support
LiveAgent
9.2
Oracle Service Cloud (formerly RightNow)
7.0
Freshdesk
8.9
Ease of Doing Business With
LiveAgent
9.2
Oracle Service Cloud (formerly RightNow)
7.1
Freshdesk
8.8
Product Direction (% positive)
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
5.5
Freshdesk
8.6

Features

Ticket and Case Management
Workflow
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
8.2
Freshdesk
8.4
Response Automation
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
8.8
Freshdesk
8.4
SLA Management
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
7.6
Freshdesk
8.2
Attachments/Screencasts
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.3
Freshdesk
8.4
Ticket Collaboration
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
8.7
Freshdesk
8.6
Ticket creation user experience
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
9.0
Freshdesk
8.8
Ticket response user experience
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
8.5
Freshdesk
8.8
Knowledge Share
Knowledge Base
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
8.0
Freshdesk
8.7
Searchable Articles
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
7.8
Freshdesk
8.6
Community Forums
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
7.3
Freshdesk
8.4
Interactive FAQs & Forums
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
7.8
Freshdesk
8.5
Communication
Pop-up Chat
LiveAgent
9.5
Oracle Service Cloud (formerly RightNow)
8.3
Freshdesk
9.0
Notifications
LiveAgent
9.2
Oracle Service Cloud (formerly RightNow)
8.3
Freshdesk
8.8
Targeted Emails
LiveAgent
9.2
Oracle Service Cloud (formerly RightNow)
8.8
Freshdesk
8.9
In-App Messaging
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
8.3
Freshdesk
Not enough data available
Process
Mentions
LiveAgent
Not enough data available
Oracle Service Cloud (formerly RightNow)
Not enough data available
Freshdesk
Not enough data available
Tickets
LiveAgent
9.5
Oracle Service Cloud (formerly RightNow)
7.7
Freshdesk
9.4
Macros
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
Not enough data available
Freshdesk
8.9
Collaboration
LiveAgent
9.5
Oracle Service Cloud (formerly RightNow)
Not enough data available
Freshdesk
9.1
Interaction
Web Portals
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
8.0
Freshdesk
7.2
Forum to Reponse
LiveAgent
9.4
Oracle Service Cloud (formerly RightNow)
7.5
Freshdesk
8.5
Tickets and Tagging
LiveAgent
9.5
Oracle Service Cloud (formerly RightNow)
8.4
Freshdesk
8.8
Live Chat
LiveAgent
9.6
Oracle Service Cloud (formerly RightNow)
8.2
Freshdesk
8.8
Internal Use
Customization
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.1
Freshdesk
8.0
Conversation Archiving
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
8.5
Freshdesk
Not enough data available
Lead Development
LiveAgent
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.6
Freshdesk
Not enough data available
Knowledge Base
LiveAgent
9.2
Oracle Service Cloud (formerly RightNow)
7.9
Freshdesk
8.9
Team Inbox
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
8.4
Freshdesk
8.9
Customer Profiles
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
8.3
Freshdesk
8.6
Channels
Phone
LiveAgent
9.5
Oracle Service Cloud (formerly RightNow)
6.7
Freshdesk
8.8
Text
LiveAgent
Not enough data available
Oracle Service Cloud (formerly RightNow)
Not enough data available
Freshdesk
Not enough data available
Email
LiveAgent
9.5
Oracle Service Cloud (formerly RightNow)
7.6
Freshdesk
9.3
Social
LiveAgent
9.4
Oracle Service Cloud (formerly RightNow)
6.0
Freshdesk
8.9
Live Chat
LiveAgent
9.6
Oracle Service Cloud (formerly RightNow)
8.3
Freshdesk
9.1
Insight
Surveys
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
7.7
Freshdesk
8.8
Reporting
LiveAgent
9.3
Oracle Service Cloud (formerly RightNow)
9.4
Freshdesk
Not enough data available
Visitor Activity
LiveAgent
9.4
Oracle Service Cloud (formerly RightNow)
8.0
Freshdesk
8.9
Help Desk
LiveAgent
9.5
Oracle Service Cloud (formerly RightNow)
7.6
Freshdesk
9.2
Communication Channels
Customer Portal
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
8.6
Freshdesk
8.6
Email to Case
LiveAgent
9.1
Oracle Service Cloud (formerly RightNow)
8.9
Freshdesk
8.9
Chat/Live Support
LiveAgent
9.2
Oracle Service Cloud (formerly RightNow)
8.1
Freshdesk
8.5
Social Integration
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
6.4
Freshdesk
8.2
Call Center
Make, Receive, and Record Calls
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
8.0
Freshdesk
8.3
Customer and Contacts Database
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.2
Freshdesk
7.9
Products and Version Tracking
LiveAgent
8.9
Oracle Service Cloud (formerly RightNow)
7.7
Freshdesk
8.2
Call Scripting
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
8.0
Freshdesk
8.1
Interactive Voice Response (IVR)
LiveAgent
8.9
Oracle Service Cloud (formerly RightNow)
8.6
Freshdesk
8.3
Self Service/Community
Forums
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
9.2
Freshdesk
8.3
Knowledge Base
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.8
Freshdesk
8.5
Ideas/Feedback
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
8.0
Freshdesk
8.3
Q&A
LiveAgent
8.9
Oracle Service Cloud (formerly RightNow)
8.5
Freshdesk
8.5
Reporting & Analytics
Social Monitoring
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
6.5
Freshdesk
8.2
Reporting
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
7.5
Freshdesk
7.8
Dashboards
LiveAgent
8.9
Oracle Service Cloud (formerly RightNow)
7.8
Freshdesk
8.2
Platform
ITIL Compliance
LiveAgent
8.9
Oracle Service Cloud (formerly RightNow)
8.0
Freshdesk
8.2
Mobile User Support
LiveAgent
8.2
Oracle Service Cloud (formerly RightNow)
7.9
Freshdesk
8.1
Customization
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.1
Freshdesk
8.0
User, Role, and Access Management
LiveAgent
8.7
Oracle Service Cloud (formerly RightNow)
8.4
Freshdesk
8.5
Internationalization
LiveAgent
8.8
Oracle Service Cloud (formerly RightNow)
8.2
Freshdesk
8.1
Performance & Reliability
LiveAgent
9.0
Oracle Service Cloud (formerly RightNow)
8.1
Freshdesk
8.8
Integration APIs
LiveAgent
8.6
Oracle Service Cloud (formerly RightNow)
7.4
Freshdesk
8.2

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
58.4%
8.3%
53.2%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
29.5%
33.3%
36.1%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
12.1%
58.3%
10.7%
LiveAgent
Small-Business
58.4%
Mid-Market
29.5%
Enterprise
12.1%
Oracle Service Cloud (formerly RightNow)
Small-Business
8.3%
Mid-Market
33.3%
Enterprise
58.3%
Freshdesk
Small-Business
53.2%
Mid-Market
36.1%
Enterprise
10.7%

Reviewers' Industry

 
Information Technology and Services
12.0%
Information Technology and Services
19.8%
Information Technology and Services
20.4%
 
Computer Software
6.8%
Retail
12.5%
Computer Software
14.0%
 
Computer & Network Security
6.3%
Financial Services
6.3%
Internet
5.9%
 
Internet
5.3%
Computer Software
6.3%
Education Management
3.7%
 
Retail
4.1%
Pharmaceuticals
4.2%
E-Learning
3.4%
 
Other
65.4%
Other
51.0%
Other
52.6%
LiveAgent
Information Technology and Services
12.0%
Computer Software
6.8%
Computer & Network Security
6.3%
Internet
5.3%
Retail
4.1%
Other
65.4%
Oracle Service Cloud (formerly RightNow)
Information Technology and Services
19.8%
Retail
12.5%
Financial Services
6.3%
Computer Software
6.3%
Pharmaceuticals
4.2%
Other
51.0%
Freshdesk
Information Technology and Services
20.4%
Computer Software
14.0%
Internet
5.9%
Education Management
3.7%
E-Learning
3.4%
Other
52.6%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Herby O.
Administrator in Philanthropy

LiveAgent is in my opinion, the most comprehensive help desk solution available. Obviously it makes sense to manage support from the Cloud. More importantly, it must be in the right place in that cloud. Quality Unit has done their homework well... and...

Ed B.
Administrator in Computer Games

Rightnow includes many items in their service that others charge extra for. For what is included it's a great service with many features. Setup can be simple or it can be quite complicated. Simple to get it up and running quickly knowing you can add to it...

Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Most Helpful Critical Review
Kimberly F.
User in Retail

The system often lags behind real time. We may have 10 calls waiting, and it shows 2, or vice versa. Live Agent also seems to get bogged down at times and not work correctly, causing us to lose calls or chats and requiring us to log off and back on to...

Peter B.
Internal Consultant in Computer Software

It's now owned by Oracle .. does not play well with Salesforce. Cost was going up. reporting was challenging at first.

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

 
LiveAgent
Most Helpful Favorable Review
Herby O.
Administrator in Philanthropy

LiveAgent is in my opinion, the most comprehensive help desk solution available. Obviously it makes sense to manage support from the Cloud. More importantly, it must be in the right place in that cloud. Quality Unit has done their homework well... and...

Most Helpful Critical Review
Kimberly F.
User in Retail

The system often lags behind real time. We may have 10 calls waiting, and it shows 2, or vice versa. Live Agent also seems to get bogged down at times and not work correctly, causing us to lose calls or chats and requiring us to log off and back on to...

Oracle Service Cloud (formerly RightNow)
Most Helpful Favorable Review
Ed B.
Administrator in Computer Games

Rightnow includes many items in their service that others charge extra for. For what is included it's a great service with many features. Setup can be simple or it can be quite complicated. Simple to get it up and running quickly knowing you can add to it...

Most Helpful Critical Review
Peter B.
Internal Consultant in Computer Software

It's now owned by Oracle .. does not play well with Salesforce. Cost was going up. reporting was challenging at first.

Freshdesk
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Screenshots

 
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Videos

 

Customer support made easy with LiveAgent. See how LiveAgent can help your business in 1 minute.

A modern customer service strategy requires connecting all customer touch-points and empowering agents to offer consistent, personalized, and immediate service across all channels. Watch Oracle Service Cloud in action and hear from our customers how they've successfully adopted a next generation service strategy.

LiveAgent

Customer support made easy with LiveAgent. See how LiveAgent can help your business in 1 minute.

Oracle Service Cloud (formerly RightNow)

A modern customer service strategy requires connecting all customer touch-points and empowering agents to offer consistent, personalized, and immediate service across all channels. Watch Oracle Service Cloud in action and hear from our customers how they've successfully adopted a next generation service strategy.

Freshdesk
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