LiveAgent vs Samanage comparison

QualityUnit and SolarWinds are both solutions in the Help Desk Software category. QualityUnit is ranked #39, while SolarWinds is ranked #26. QualityUnit holds a 1.1% mindshare in HDS, compared to SolarWinds’s 1.7% mindshare. Additionally, 100% of QualityUnit users are willing to recommend the solution, compared to 100% of SolarWinds users who would recommend it.

LiveAgent

Read 2 LiveAgent reviews

1,199 Views
839 Comparison Views

100% willing to recommend

Samanage

Read 3 Samanage reviews

2,169 Views
1,388 Comparison Views

100% willing to recommend

LiveAgent

Samanage

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Samanage and LiveAgent are competitive solutions in IT service management and customer support, respectively. Samanage offers better pricing and agile support, while LiveAgent provides a broad feature set that makes it a strong contender.

Features: Samanage is valued for its asset and incident management capabilities, automated workflows, and integration with IT systems. LiveAgent is notable for its comprehensive ticket management, live chat, and CRM integration. Samanage offers robust IT support features, whereas LiveAgent focuses on customer interaction tools.

Ease of Deployment and Customer Service: Samanage features a cloud-based deployment model for easy setup with customer service aimed at IT environments. LiveAgent also offers cloud-based deployment with a focus on onboarding support and customer engagement tools. Samanage deployment suits IT services while LiveAgent is designed for broader customer support.

Pricing and ROI: Samanage provides a straightforward pricing model with strong ROI through IT service efficiency. LiveAgent has a tiered pricing structure offering flexibility and significant ROI from enhanced customer engagement. Samanage is cost-effective, and LiveAgent's comprehensive solutions justify its price for those needing extensive customer interaction capabilities.

To learn more, read our detailed LiveAgent vs. Samanage Report (Updated: April 2026).

Buyer's Guide

LiveAgent vs. Samanage

April 2026

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Helped 893,221 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

LiveAgent

Ranking in Help Desk Software

39th

Ranking in IT Service Management (ITSM)

34th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Knowledge Management Software (16th)

Samanage

Ranking in Help Desk Software

26th

Ranking in IT Service Management (ITSM)

27th

Average Rating

7.6

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Asset Management (19th), License Management (10th)

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of LiveAgent is 1.1%, up from 0.3% compared to the previous year. The mindshare of Samanage is 1.7%, up from 1.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Samanage	1.7%
LiveAgent	1.1%
Other	97.2%

Help Desk Software

Featured Reviews

Ogechi O.

Assistant customer support manager

Prioritizes tasks and easily organizes messages and responses

I've not really noticed anything that needs to be improved with the solution. Generally, I enjoyed everything. Every feature LiveAgent has was a seamless journey for me. Maybe there are others who might notice one or two flaws on LiveAgent. I use LiveAgent, but based on my position in the company as a live chat professional, there is a level that I am restricted to. There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot. They are among the most popular live chat products, and they have more users. I will advise that LiveAgent should look at what these other people are doing and use it to improve themselves. LiveAgent should add more functionalities.

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Meechai C.

Consult at a manufacturing company with 10,001+ employees

Detects incidents quickly, improves our SLA performance and solves issues faster

We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"I like that this solution provides the history and control over every process connected to a building so we can see everything that's happened since we started using this solution."

"Provides service level optimization."

"The most valuable feature was how the solution helped us to prioritize tasks."

"My experience with LiveAgent so far has been a seamless one."

"The solution has a great filtering feature."

"Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments, making it easy for end users to submit help desk tickets for IT, HR, and Finance."

"I would recommend Samanage from the IT support perspective because it's a great ticketing system and the only downside is the site shutdowns and the messy nature of the UI and UX."

"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."

Cons

"There are other products that are more popular."

"I'd like to see an improved API to the system, rather than other softwares having to trigger everything."

"Connection to other softwares could be improved."

"There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot."

"The setting up process is not quite easy. It's quite difficult."

"The system shuts down about once a month which is frustrating."

"There are definitely areas for improvement, but so far, so good."

"We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours."

Pricing and Cost Advice

Information not available

"It is expensive."

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Top Industries

By visitors reading reviews

No data available

Construction Company

16%

Manufacturing Company

13%

Comms Service Provider

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Comparisons

JIRA Service Management vs LiveAgent

Compared 20% of the time

Zendesk vs LiveAgent

Compared 18% of the time

BMC Helix ITSM vs LiveAgent

Compared 9% of the time

Zoho Desk vs LiveAgent

Compared 7% of the time

Jive vs LiveAgent

Compared 7% of the time

More LiveAgent Competitors

ServiceNow vs Samanage

Compared 13% of the time

Freshservice vs Samanage

Compared 12% of the time

Provance IT Asset Management Pack vs Samanage

Compared 4% of the time

Symantec Asset Management Suite vs Samanage

Compared 3% of the time

SolarWinds Service Desk vs Samanage

Compared 3% of the time

More Samanage Competitors

Product Reports

Buyer's Guide

Help Desk Software

April 2026

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Buyer's Guide

Help Desk Software

April 2026

Download Samanage product report

Overview

LiveAgent is an AI-driven customer communication platform featuring a robust suite of tools designed to automate and optimize customer service operations.

LiveAgent accelerates response times and boosts productivity by leveraging AI technologies like the AI Chatbot and AI Answer Assistant. With easy integration, FlowHunt enhances FAQs handling, complex query escalation, lead generation, and multilingual support. These features are accessible on all current pricing plans, excluding legacy plans. AI Answer Assistant utilizes ChatGPT to craft polished email responses, significantly improving customer service quality.

What are the key features of LiveAgent?

AI Chatbot: Automates interactions, improves response times, reduces workloads.
FlowHunt Integration: Handles FAQs, escalates complex queries, supports multilingual interactions.
AI Answer Assistant: Utilizes ChatGPT for polished email responses, enhancing productivity.

What benefits should users consider?

Improved Efficiency: Streamlines operations, reduces agent workload.
Increased Satisfaction: Quick, personalized responses enhance customer experience.
Cost Reduction: Optimizes resources, lowering operational expenses.

LiveAgent is widely implemented across various industries, offering tailored solutions to enhance customer engagement and operational efficiency. Businesses in e-commerce, telecommunications, and healthcare benefit from its AI-driven automation, which streamlines communication processes and supports diverse client bases.

QualityUnit

Samanage is a cloud-based IT service management platform designed to streamline support operations and improve efficiency. It provides a user-friendly experience tailored for various industries.

Focused on enhancing IT operations, Samanage offers a range of tools that facilitate seamless service delivery and management. Its cloud-native architecture ensures scalability and reliability, while its intuitive design allows users to effectively handle incidents, changes, and assets without extensive training. This adaptability makes it a trusted choice for organizations looking to enhance their IT service management capabilities.

What are the key features of Samanage?

Incident Management: Quickly address and resolve support requests with streamlined processing.
Change Management: Manage changes with comprehensive tracking and implementation protocols.
Asset Management: Optimize the management of IT assets with real-time tracking and lifecycle insights.
Service Catalog: Provide a self-service portal with customizable service offerings.
Knowledge Base: Empower teams with accessible documentation and solutions for common issues.

What benefits can users expect from Samanage?

Improved Efficiency: Automate repetitive tasks to save time and reduce errors.
Cost Reduction: Optimize resource allocation and minimize downtime associated with IT issues.
Enhanced Scalability: Easily scale operations without disruptions, accommodating growth seamlessly.
User Satisfaction: Provide faster and more accurate support, leading to higher satisfaction scores.
Data-Driven Insights: Access actionable analytics to drive informed decision-making.

In industries like healthcare and education, Samanage is implemented to support critical IT infrastructure, ensuring reliable service delivery and compliance with industry-specific regulations. By integrating with existing systems, it enhances efficiency while maintaining a focus on security and user privacy.

SolarWinds

Sample Customers

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University

SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator

Buyer's Guide

LiveAgent vs. Samanage

April 2026

Free Report: LiveAgent vs. Samanage

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