Compare LiveAgent, Track-It!, Freshdesk, and Kayako

Pricing

 
All-inclusive
$39/month
User Seat
Sprout
Free
for UNLIMITED agents
Inbox
$15
/agent/month
 
Ticket+Chat
$29/month
User Seat
Blossom
$19
/ agent / month billed annually
Growth
$30
/agent/month
 
Ticket
$9/month
User Seat
Garden
$35
/ agent / month billed annually
Scale
$60
/agent/month
 
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial
Free Trial Unavailable
Free Trial
Free Trial
LiveAgent
All-inclusive
$39/monthUser Seat
Ticket+Chat
$29/monthUser Seat
Ticket
$9/monthUser Seat
Free Trial
Track-It!
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
Kayako
Inbox
$15/agent/month
Growth
$30/agent/month
Scale
$60/agent/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.9
7.7
8.5
8.1
Ease of Use
Ease of Use
9.1
7.8
8.8
8.4
Ease of Setup
Ease of Setup
8.8
7.3
8.5
8.0
Ease of Admin
Ease of Admin
8.9
7.8
8.7
8.1
Quality of Support
Quality of Support
9.2
7.7
8.9
8.2
Ease of Doing Business With
Ease of Doing Business With
9.2
7.9
8.8
8.4
Product Direction (% positive)
Product Direction (% positive)
9.1
5.6
8.6
7.1
Meets Requirements
LiveAgent
8.9
Track-It!
7.7
Freshdesk
8.5
Kayako
8.1
Ease of Use
LiveAgent
9.1
Track-It!
7.8
Freshdesk
8.8
Kayako
8.4
Ease of Setup
LiveAgent
8.8
Track-It!
7.3
Freshdesk
8.5
Kayako
8.0
Ease of Admin
LiveAgent
8.9
Track-It!
7.8
Freshdesk
8.7
Kayako
8.1
Quality of Support
LiveAgent
9.2
Track-It!
7.7
Freshdesk
8.9
Kayako
8.2
Ease of Doing Business With
LiveAgent
9.2
Track-It!
7.9
Freshdesk
8.8
Kayako
8.4
Product Direction (% positive)
LiveAgent
9.1
Track-It!
5.6
Freshdesk
8.6
Kayako
7.1

Features

Knowledge Share
Knowledge Base
LiveAgent
9.3
Track-It!
7.1
Freshdesk
8.7
Kayako
8.9
Searchable Articles
LiveAgent
9.3
Track-It!
6.7
Freshdesk
8.6
Kayako
9.2
Community Forums
LiveAgent
9.3
Track-It!
Not enough data available
Freshdesk
8.4
Kayako
8.6
Interactive FAQs & Forums
LiveAgent
9.3
Track-It!
Not enough data available
Freshdesk
8.5
Kayako
8.5
Interaction
Web Portals
LiveAgent
9.3
Track-It!
7.6
Freshdesk
7.2
Kayako
9.0
Forum to Reponse
LiveAgent
9.4
Track-It!
6.9
Freshdesk
8.5
Kayako
8.0
Tickets and Tagging
LiveAgent
9.5
Track-It!
8.5
Freshdesk
8.8
Kayako
9.3
Live Chat
LiveAgent
9.6
Track-It!
6.9
Freshdesk
8.8
Kayako
8.9

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
58.4%
12.0%
53.2%
56.9%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
29.5%
56.0%
36.1%
35.3%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
12.1%
32.0%
10.7%
7.8%
LiveAgent
Small-Business
58.4%
Mid-Market
29.5%
Enterprise
12.1%
Track-It!
Small-Business
12.0%
Mid-Market
56.0%
Enterprise
32.0%
Freshdesk
Small-Business
53.2%
Mid-Market
36.1%
Enterprise
10.7%
Kayako
Small-Business
56.9%
Mid-Market
35.3%
Enterprise
7.8%

Reviewers' Industry

 
Information Technology and Services
12.0%
Information Technology and Services
13.5%
Information Technology and Services
20.3%
Information Technology and Services
23.6%
 
Computer Software
6.8%
Hospital & Health Care
9.4%
Computer Software
14.0%
Computer Software
17.3%
 
Computer & Network Security
6.3%
Higher Education
7.3%
Internet
5.9%
Telecommunications
7.2%
 
Internet
5.3%
Utilities
5.2%
Education Management
3.7%
Internet
5.3%
 
Retail
4.1%
Law Practice
5.2%
E-Learning
3.4%
Marketing and Advertising
3.8%
 
Other
65.4%
Other
59.4%
Other
52.7%
Other
42.8%
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%
Track-It!
Information Technology and Services
13.5%
Hospital & Health Care
9.4%
Higher Education
7.3%
Utilities
5.2%
Law Practice
5.2%
Other
59.4%
Freshdesk
Information Technology and Services
20.3%
Computer Software
14.0%
Internet
5.9%
Education Management
3.7%
E-Learning
3.4%
Other
52.7%
Kayako
Information Technology and Services
23.6%
Computer Software
17.3%
Telecommunications
7.2%
Internet
5.3%
Marketing and Advertising
3.8%
Other
42.8%

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...

G2 Crowd User in Law Practice

Has everything I need - Help Desk module for calls, Library for loaner equipment, Solutions DB. Tech Support is very helpful, too.

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...

Nicole J.
User in Information Technology and Services

Kayako was easy to use out of the box. Our Support Staff was able to adapt and use it efficiently right away. Previously, the software we utilized was a very manual process so the automation of Kayako was crucial to the Support team and allowed additional...

Most Helpful Critical Review
Most Helpful Critical Review
G2 Crowd User in Health, Wellness and Fitness

I m confused how it all connects together

G2 Crowd User

Lack of guidance towards best practices in IT support and project tickets management

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

G2 Crowd User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

 
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
G2 Crowd User in Health, Wellness and Fitness

I m confused how it all connects together

Track-It!
Most Helpful Favorable Review
G2 Crowd User in Law Practice

Has everything I need - Help Desk module for calls, Library for loaner equipment, Solutions DB. Tech Support is very helpful, too.

Most Helpful Critical Review
G2 Crowd User

Lack of guidance towards best practices in IT support and project tickets management

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.

Kayako
Most Helpful Favorable Review
Nicole J.
User in Information Technology and Services

Kayako was easy to use out of the box. Our Support Staff was able to adapt and use it efficiently right away. Previously, the software we utilized was a very manual process so the automation of Kayako was crucial to the Support team and allowed additional...

Most Helpful Critical Review
G2 Crowd User in Marketing and Advertising

Resource management is not sufficient, support is quite poor.

Screenshots

 
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Videos

 

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

No videos provided

Kayako’s fully integrated help desk software allows companies of all sizes to provide exceptional customer service in multiple languages across live chat, email, facebook and twitter.

LiveAgent

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

Track-It!
No videos provided
Freshdesk
Kayako

Kayako’s fully integrated help desk software allows companies of all sizes to provide exceptional customer service in multiple languages across live chat, email, facebook and twitter.

Request More InformationRequest More InformationAsk Freshdesk a QuestionContact FreshdeskAsk Kayako a QuestionContact Kayako