LiveAgent vs Zendesk comparison

QualityUnit and Zendesk are both solutions in the Help Desk Software category. QualityUnit is ranked #35, while Zendesk is ranked #11 with an average rating of 7.3. QualityUnit holds a 0.6% mindshare in HDS, compared to Zendesk’s 4.9% mindshare. Additionally, 100% of QualityUnit users are willing to recommend the solution, compared to 93% of Zendesk users who would recommend it.

LiveAgent

Read 2 LiveAgent reviews

317 Views
250 Comparison Views

100% willing to recommend

Zendesk

Read 61 Zendesk reviews

3,084 Views
1,449 Comparison Views

93% willing to recommend

LiveAgent

Zendesk

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

LiveAgent and Zendesk are competing in the customer support software market. Zendesk seems to have the upper hand due to its comprehensive features and perceived value, appealing to larger enterprises.

Features: LiveAgent is known for its built-in call center, social media integration, and user-friendly ticketing system. Zendesk is recognized for its extensive app marketplace, automation tools, and detailed analytics.

Ease of Deployment and Customer Service: LiveAgent offers a straightforward deployment model with personalized customer service. Zendesk provides a cloud-based deployment with extensive resources and community support, giving it the edge in complex deployments.

Pricing and ROI: LiveAgent offers a lower setup cost and favorable ROI for small to medium-sized businesses. Zendesk requires a higher initial investment but delivers a strong ROI through advanced capabilities suited for large-scale operations.

To learn more, read our detailed LiveAgent vs. Zendesk Report (Updated: August 2025).

Buyer's Guide

LiveAgent vs. Zendesk

August 2025

Download the complete report

Helped 865,164 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

35th

Ranking in IT Service Management (ITSM)

45th

Ranking in Knowledge Management Software

25th

Average Rating

8.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in Help Desk Software

11th

Ranking in IT Service Management (ITSM)

11th

Ranking in Knowledge Management Software

4th

Average Rating

8.2

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), CRM (24th), Sales Force Automation (11th), Reporting (19th), Community Platforms (3rd)

Mindshare comparison

As of August 2025, in the Help Desk Software category, the mindshare of LiveAgent is 0.6%, up from 0.4% compared to the previous year. The mindshare of Zendesk is 4.9%, up from 4.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

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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JohanSkibdahl

CEO at Etcetera Networks

Automating customer support with advanced AI capabilities and seamless communication

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo, enhancing our workflows.

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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

"Provides service level optimization."

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

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

"Zendesk Support has a lot of good APIs."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

"The initial setup is simple and straightforward."

"Zendesk has been invaluable in automating communications such as email and phone calls."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"We rarely had issues with Zendesk."

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

More Zendesk pros

Cons

"Connection to other softwares could be improved."

"There are other products that are more popular."

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

"The solution itself wasn't easy to set up."

"Report generation is still slightly tricky and not very customizable as per my inquiries."

"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."

"It wasn't easy to set up so we're only using a third of all of the features,"

"The solution could integrate better with QR codes from some websites such as Facebook."

"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."

"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."

More Zendesk cons

Pricing and Cost Advice

Information not available

"The price is very competitive."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"From what I hear, Zendesk's pricing is a little expensive."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

22%

Manufacturing Company

Educational Organization

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

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What is your experience regarding pricing and costs for Zendesk Support?

Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.

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What needs improvement with Zendesk Support?

There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-reviews ). However, easier integration could enhance the usability. Multilingual ...

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Comparisons

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Compared 5% of the time

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Product Reports

Buyer's Guide

Help Desk Software

August 2025

Download LiveAgent product report

Buyer's Guide

Zendesk

July 2025

Download Zendesk product report

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 179+ helpful features such as advanced automation features, rules, tags, and 40+ integrations.

Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free 14-day trial today, no credit card required.

QualityUnit

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Zendesk

Sample Customers

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

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Buyer's Guide

LiveAgent vs. Zendesk

August 2025

Free Report: LiveAgent vs. Zendesk

Find out what your peers are saying about LiveAgent vs. Zendesk and other solutions. Updated: August 2025.

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865,164 professionals have used our research since 2012.

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