This is a multi-channel communications platform allowing you to stay in touch with your customers in any way you can think of, whether it's e-mail, live chat, Facebook, Twitter or VoIP calls. I also like the fact that it supports multi-brand which is in fact absolutely necessary for me to work with a tool like this in the first place.
My colleague told me we have used more ticketing systems than we've been working together (which has been 6 years BTW). Because of this he expects me to decide to use another system within 3 years. I accepted the challenge, I think we will stay longer. I will keep this updated or post a new review when time passes.
I have experience with Desk.com, Kayako (Case), Request Tracker (2.x / 3.x / 4.x), Cerberus Helpdesk (many versions), Vision Helpdesk, LiveZilla, Tawk.to, Olark, osTicket, Perldesk, built-in solutions of WHMCS and HostBill and probably a couple I have forgotten to mention.
While I haven't used LiveAgent long enough to claim this with 100% certainty I have enough experience to claim this is quality software in terms of features. I can't comment on stability and update handling yet (which will be covered in the future). The support from the QualityUnit team has been outstanding so far.
From all the software I had experience with I can say that LiveAgent combines the best features I am looking for. It's the modern look and mobile native apps on iOS and Android match Desk.com, it's e-mail ticket handling and routing match that of Cerberus and Desk.com, it's Live Chat easily matches LiveZilla and Olark (and almost Tawk.to but we'll get there hopefully) and there is a lot more.
With so much to like you would think there is nothing to add? Guess again.
There are no "Tasks" or "Todo" lists. SIP / Asterisk AMI is not yet supported. WhatsApp support is almost finished as far as I understood. Multi-brand knowledgebase / customer portal is in finishing stages I have been told.