What I like about Live Agent is that it allows you to respond to emails, tickets, chats, messages from social media all from one place. You can create predefined answers for a better workflow and a faster response.
You can also supervise the work of each support agent. You can see how many hours each agent worked, how many tickets he answered. You can assign tickets to a particular agent to solve a customer's problem or assign it to a department.
You can filter the tickets according to their importance, assign labels and more. You will have a well organized work and you will be able to satisfy the customers.
This is great software to provide online support to your customers.
I really recommend it, it is very easy to use and you have many tools to provide a complete and fast customer service.
I had some problems to setup my mail accounts and sometimes it takes a while to update some data such as the number of tickets answered by agents. Fortunately, you can contact their support team and they will respond immediately.