LiveAgent Review

PROS: We enjoy LiveAgent; we can handle incoming inquiries daily from the same platform, in addition to the many features that enable us to maintain consistent campaign deployment and customer acquisition across all social media platforms. I love how LiveAgent allows me to respond faster to support tickets and ensures we never miss an important customer ticket.

CONS: Ticket statuses in the LiveAgent mobile app are slow to update, which I don't like. I like to praise LiveAgent for not experiencing any interruptions in the chatbots' performance that could affect the level of service, and I'm happy with that.

PROS: The best thing is the live chat features. It's easy to set up bots and connect them to all pages. It's great that they're easy to update to automatically respond to all anticipated inquiries. I like that LiveAgent is very affordable.

CONS: There are no bugs affecting the service, but some reports are incomprehensible.

PROS: Signing up with LiveAgent is easy, and the pricing is affordable, even for sole proprietorships. I loved the notifications that streamline response times and speed up action. It's great that we can have chatbots that are easy to set up, and it's great that LiveAgent gives us the advantage of attracting more customers.

CONS: I haven't experienced any complications with LiveAgent that I consider a problem that could impact workflow.

PROS: LiveAgent made it easy to collect all customer tickets in one place. I liked that it gave us many options to organize tasks and easily prioritize responses. The service bots are powerful and enable us to address all potential customer inquiries.

CONS: There's nothing I don't like; I'm very satisfied with all of LiveAgent's features. It's great to see more customization options for the dashboards.

PROS: Covers live chat, email, social, and calls in one place. Easy ticket system that helps keep things organized. WordPress plugin is simple to install and works well.

CONS: Reports are basic with little customization. Some setup steps take time to figure out.

PROS: I really appreciate how easy LiveAgent is to use and how it brings all our customer communications—emails, chats, and more—into one platform. Their customer support team is also fantastic and always ready to help.

CONS: There’s a bit of a learning curve when getting familiar with some advanced features, and occasional updates might need a quick workflow adjustment.

PROS: User-Friendly Interface: LiveAgent is incredibly easy to use, even for those who aren't very tech-savvy. The setup process is straightforward, and we were up and running in no time. Omnichannel Communication: The ability to manage customer inquiries from various channels (email, chat, social media) all in one place is a huge time-saver and boosts efficiency. Customizable Workflows: From automated ticket routing to custom fields, LiveAgent lets us fine-tune our workflows to fit our team's needs perfectly. Outstanding Customer Support: Whenever we’ve had questions or needed help, LiveAgent’s support team has been quick, knowledgeable, and extremely helpful. Scalable: Whether you're a small startup or a large enterprise, LiveAgent scales easily with your needs. It's suitable for businesses of all sizes.

CONS: Mobile App: The mobile app is functional but could use some improvements in terms of UI and performance. It’s not as smooth as the desktop version, though it’s still very useful on the go. Advanced Features May Need Time to Master: While basic features are intuitive, some of the more advanced tools, like automation and reporting, require a bit of learning. But once you get the hang of them, they’re incredibly powerful.

PROS: I love that I am able to customize the product the chat widget to match my company colors and website.

CONS: I would like for their to be more options of styles of the widget as far as there being more fonts to choose from.

PROS: Multiple platform/channel support, great customer service, solid documentation, tons of integrations

CONS: Mobile app and UX/UI

PROS: I like how we can manage all of our tickets (internal and external) in a single place rather than having them all scattered across different services. We switched to LiveAgent from Zendesk as LiveAgent is much more cheaper than them with the same features.

CONS: The UI/interface of the website could be made a little more easier to navigate. The UI also needs a quick update.

PROS: Software is very simple to use. Our office managers are given the software to learn, and they do so with almost any training.

CONS: Since we solely use the software for chat, there isn't anything we don't enjoy about it. The software is highly trustworthy.

PROS: LiveAgent provides a comprehensive set of tools to help you implement live chat services on your website. One of my favorite features is location reporting (which shows where the user is in the world), as well as the ability to push a chat invitation to the user as they browse your website.

CONS: The only disadvantage I've encountered is the requirement to log in to your account frequently in order to keep the account active. I dislike having to set a reminder to log in for fear of having my account deactivated.

PROS: It was a tremendous help to us and is immensely useful for our daily job!

CONS: Nothing out of the ordinary, as far as I can tell.

PROS: t allows me to arrange the videos by section and give my customers a good user experience It give me a great way of eliminating support and definitely help me reduce time on support tickets

CONS: It took me a while to get everything set up so there is a slight learning curve. But just like with any software you have to learn

PROS: It is easy to use, and the user interface is attractive and clear. I like how user-friendly and simple the application is to use. This is the best chat app I've ever used, and I've tried a lot of them!

CONS: The chat application will occasionally freeze or experience a few minor difficulties. I believe it would be excellent to redesign some of the user interface and make the program mobile friendly.

PROS: The practicability. It is really very usefull to use this type of program

CONS: The interface

PROS: Not only is this a simple platform to use, but it is also quite inexpensive. It can be customized to match the look and feel of your website. The powered by the LA logo doesn't seem overbearing.

CONS: Only the most expensive models, many of which you might not require, have a connection to social media, but if you want to add any of them individually, they are expensive.

PROS: A wonderful tool for providing customer-focused support is Live Agent. It is a fully comprehensive system that allows you to service all channels in one location and has numerous channels including email, live chat, and social media.

CONS: Certain features are not entirely useful, especially if you have employees using the system. Customer support probably won't allow changes to be made.

PROS: All tickets and chats are managed from a single location with an all-encompassing solution and a global inbox.

CONS: The interface does need a slight bit of work, but otherwise it's possible to work around it.

PROS: I enjoy how simple it is to implement when you need something. We needed something that would be simple to teach our student employees on, and my staff quickly picked up on the platform's simplicity and ease of use.

CONS: Nothing that I could think of bothered me. Maybe some things, like where some buttons are placed, aren't preferred? Sometimes it's difficult to figure out where to close a ticket or finish a discussion on our end.

PROS: Our most significant issue with our most recent tool was that we had to manually categorize all of the issues by department and responsibility. LiveAgent handles everything for us. We rapidly built up a requirement for the user, requiring them to enter all the specifics of their issue and select from a variety of categories.

CONS: As of writing this review, I have yet to encounter any problems.

PROS: Better than Zendesk in terms of pricing. The free version also has a lot of features.

CONS: The UI could be improved to enhance the performance and navigation in the app.

PROS: The flexibility is excellent. It was simple to develop the landing page for the users, and the designs are just fantastic.

CONS: We reported a bug to the developers after discovering it. The bug was fixed, however it took a few days.

PROS: The best aspect of LiveAgent is its pricing. We have used several support software in the past but LiveAgent offers the most features in a reasonable price.

CONS: The UI of the app could be improved. It feels a little outdated.

PROS: All tickets and chats are managed from a single location with an all-encompassing solution and a global inbox. The live chat dialogue can easily continue by email thanks to the hybrid ticket stream. Although we haven't used it yet, call center integration also appears to be very intriguing. We switched from Zendesk because LiveAgent provides everything we need, is simple to use, and is far less expensive than Zendesk, which was one of the primary factors in our decision. We can suggest LiveAgent to anyone seeking for a less expensive option to Zendesk. Perfect customer service. Additionally, customizable chat widgets are a fantastic feature!

CONS: The Android app design and UI is really awful and outdated, mobile app should be redesigned as soon as possible. The app is not sexy, but it works.

PROS: All in one solution with a universal inbox – all tickets and chats are managed from one place. Hybrid ticket stream is perfect, the conversation started with a live chat can continue seamlessly by e-mail. Call center integration looks very interesting too, but we did not use it yet. We have switched from Zendesk, LiveAgent offers all we need, it is easy to use and much more better priced than Zendesk which was one of the main reason why to switch from Zendesk. We can recommend LiveAgent to everyone who is looking for a Zendesk alternative with lower costs. Customer support is perfect. Configurable chat widgets is also a perfect feature!

CONS: The Android app design and UI is really awful and outdated, mobile app should be redesigned as soon as possible. The app is not sexy, but it works.

PROS: Very good and i like it very much.I use it every week

CONS: The chat application will occasionally freeze or experience a few minor difficulties. I believe it would be excellent to redesign some of the user interface and make the program mobile friendly.

PROS: The customer service is excellent and they are always willing to help. The product is great and easy to use even for new employees.

CONS: The UI could use an update. Other than that, it is a great tool for customer support. Nothing really to complain about.

PROS: Track everything easily. Excel was utilized for tracking; it is significantly better and has many more options. Sincere recommendation for any small firm looking to expand given the reasonable pricing for this service. The software is available for 30 days of free testing!

CONS: The only drawback I can think of is having to set a reminder in order to check in on the account occasionally to keep it active.

PROS: To support live chat services on your website, LiveAgent provides a full toolkit. Location reporting, which displays the user's location in relation to the rest of the world, and the capability to push a chat invitation to a user as they surf your website are two of my favorite features.

CONS: The need to periodically check in to your account in order to keep it active is the only drawback I can think of. For fear of having my account canceled, I detest having to set a reminder to check in.

PROS: Just an extremely user-friendly product, which is simple to use for a COO that is not technologically proficient like myself.

CONS: I have been using LA for almost a year and have yet to find a negative.

PROS: I like how easy it is to implement when you need something that is simple, we needed something that would be easy to train our student staff on and my staff understood the platform right away because it was easy and simple to navigate.

CONS: There was nothing i could think of that I dislike. Maybe things that aren't preferred are the locations of some buttons? When closing a ticket, sometimes it's tricky to find where to do so or to end a chat on our end.

PROS: Pros: Easily track everything. We used excel for tracking, it's a way better and there are a lot of more features too.

CONS: Cons: It is a bit difficult for some of our colleagues to use.

PROS: Great support library function that allows for me to store knowledge-based articles in it.,

CONS: Their onboarding process could have been slightly better but even so, it is a great product

PROS: Its easy to use, saves us lots of time and we do not forget to contact anyone.

CONS: I did not find any aspects that are problematic.

PROS: Integrating all channels into one dashboard (e-mail, live chat, call centre and social networks).

CONS: The web application should be sexier, and the mobile application for Android could be also improved. But everything works and that's the most important.

PROS: Having all tickets (and chats etc.) pertaining to one specific customer in one place (regardless of which agent and when tickets were created) is very helpful. The software we are currently using does not do that and it takes time to find information in previous tickets.

CONS: This is just a personal thing, but I’m not such a big fan of having a “Leaderboard” comparing agents. Other than that, no cons.

PROS: So easy to use. The interface is incredibly user-friendly. I am somewhat technologically challenged, but after watching the Live Agent you tube videos and tutorials I learned how to do everything I needed to provide excellent Customer Service!

CONS: There really is nothing. I have been using software 5 months and yet to find a negative.

PROS: The inclusive ticketing option is very beneficial and it helpful to track customer history and data.

CONS: The reporting features could be improved on.

PROS: The ability to sort communication with customers via labels, a tagging system that you as a company create, and the ability to transfer chats and tickets to a specific department and/or online agent are the best features of LiveAgent. These all help streamline communication with the customer to ensure the highest quality of service and care, and they also help you as a company stay organized and have the opportunity to collect your desired data.

CONS: A minor aspect of LiveAgent that could be modified to increase its ease and use as the online agent is the sound feature. When an agent is chatting with a customer in live time, it's ideal to have a noise generated whenever the guest writes a message. This allows the agent to be chatting with multiple people simultaneously and respond when each guest replies. LiveAgent has this feature, and it is in fact very helpful. However, each time the guest clicks on a new page within the website, LiveAgent processes it as a message, and it makes a noise. It is a feature that, if fixed, would enhance the product even more.

PROS: As I manager I use mostly reporting sections, and it works perfectly - gives answers to any of my performance/efficiency questions, giving detailed info for any segment.

CONS: Don't have any specific issues with the program.

PROS: Very useful tool to perform daily task such as get in touch with clients

CONS: The interface can be more dynamic and maybe personalized

PROS: Easy to use and set up, has lots of useful features - for me personally especially the tags automation (rules, and times rules) which help to manage your tickets. On top of that you can connect your VOIP phone and see the recorded phone calls in the ticket, see all the emails you send and recieved from the clients, have notes, postponed the tickets as you like. I created folders and with the tags it really works great! On top of that the customer support is superior!

CONS: For first timers it might be tricky to set it up, also depending on your businsess requirements the system might lack a few options. For me personally it does the job, recommend to try the free trial first.

PROS: I like the most web chat solution. I was testing many web chat applications and i can say that LiveAgent chat solution is best. Ticketing solution is very good also, implementing many channels into one. The best advantage for me, is the Viber integration.

CONS: I don't like the fact that the interface is a bit rigid and a bit difficult for some operations. Needs upgrading to more modern and easy approach. Also call center needs more options for importing existing local phone VOIP numbers.

PROS: The best part of this tool is that this allows you to manage your customers and help them from a single dashboard and all details and data are always available in the cloud.

CONS: The part where we have an android app to have 24x7 access to the portal can be improved as the app does not meet the latest trends and design.

PROS: The best aspects of this product is the ability to postpone tickets to come back to, creating folders for grouping customer contact so that we can easily track issue or contact volume and that all contact with our customers whether it is phone, email or chat can all be logged in one place under one ticket.

CONS: The line breaks in the tickets make it difficult for our suppliers to read if we forward a ticket on, and you can't call out from live agent whilst you are on another call.

PROS: Live agent is a strong tool and can help a Lot small and big companies, the ticket Managment has many features and is very intuitive.

CONS: There are no feature that we like least.

PROS: Easy to distribute tickets between different agents and departments.

CONS: Sometimes the system act slowly and take little time to refresh

PROS: Overall, my experience of LiveAgent and their support of customers has been wholly positive. My use case is basic so I can't comment about all the features and uses of LiveAgent because I don't utilize all that's available. It has certainly delivered all I required from a support desk and more.

CONS: Possibly a bit more customization on the support portal look and feel would be nice.

PROS: Amazing set of features at great price. Whatsapp coming soon and that will be awesome.

CONS: The Web App reload too many times and is really annoying.

PROS: So easy to set up. There is php code that will allow you to enter forms anywhere you like.

CONS: More templates for contact forms.

PROS: The best aspects are the features. It is a very flexible platform for a knowledge base and supports ticketing system. We use it to add our courses as well to teach our Saas users how to use the platform.

CONS: We wish the website builder had a front end preview system or came with built in templates.

PROS: The price is very good for what we needed. I am pleased with what we are getting for the price.

CONS: In some ways, the interface is not intuitive but with support, we have figured out most of our needs.

PROS: A well organized platform for customer support. all three communication modes( email, phone call, chat) are well integrated in the system. User Interface is very simple and product itself is easy to use!

CONS: Interaction and integration of social media platforms can be improved.

PROS: The very best aspect of the product is its ability to track everything from statistics to workload. This provides us with the full picture of our workflow and gives us the ability to divide it between the agents. Another good thing is its ability to merge several email accounts in one LiveAgent user which makes it more comfortable in regards to the simplest way to keep everything in one place.

CONS: The problematic aspects are the ones connected to the statistics and that they are a bit vague. Despite that sometimes there are emails that are considered as SPAM but they are actually not.

PROS: My school needed a new Help Desk Ticketing System, and we tried a few including LiveAgent. We loved the ease of use and the Office365 integration. It is very intuitive and I highly recommend it.

CONS: I have been using LiveAgent for a few months now and have not had an issue that was not solvable by their support.

PROS: Allows us to connect with our website visitors and convert them from just "browsers" to, at the very least, warm leads for our sales reps to close.

CONS: The only issue is that you need someone with a bit of coding knowledge to implement the chat button at the beginning.

PROS: This is a very efficient product in regards to cost-effectiveness and features/functionality. It provides what we need without being too overwhelming to work with.

CONS: I think the interface could use an improvement although I would not take away from its simplicity.

PROS: Easy to use, to maintain, setup is quick and selfexplanatory (you dont need support, its pretty straight forward).

CONS: Just need better callcenter module. Thats all.

PROS: I love how I can customize all my messages in one place. I can also share them with colleagues.

CONS: There is definitely a learning curve with this product, but after a few days, it is so easy to use!

PROS: Assigning a ticket reference to queries. Reminding me to follow up. Reply to social media. Support templates. Support request ticket alerts. Mobile app works well. Support strings are kept easy to follow.

CONS: It is a bit robust, but it's because all the features, so not a big deal. Possibly a bit more customization on the support portal look and feel would be nice.

PROS: Live agent departments makes it easy for our web contact form to automatically assign tickets to the right department, taking the auditing work away from the managers and allowing them time to look after our customers

CONS: When manually selecting a department you are unable to select the users from only the department you select i.e all users are displayed regardless

PROS: The most beneficial feature for our company was the shared mailbox which allows an improved overview for the whole team.

CONS: The LiveAgent IOS App does not satisfy the requirements that we have. Many features from the desktop app are missing.

PROS: Live Agent is a user friendly ticketing system full complete to provide a great service to our customers. Emails, chat and calls combination in one application it is just great. Very simple to use, but in the same time rich of functionalities.

CONS: Chat

PROS: All communication channels with customers in one. Ease of ticket routing between agents and departments. Tag reports, Agent reports/ availability.

CONS: Nothing to mention

PROS: It is a perfect Zendesk alternative with 3 channels integrated to make the customer support easy.

CONS: So far no issues as the Online Suppor are very efficient.

PROS: Automated ticket assignment from bespoke forms. User controls, roles and departments.

CONS: we're currently using over 35 ticket licences. If I want to add 5 live chat accounts, I would have to upgrade all 35 accounts. Different types of licences on the same overall account would be a nice touch.

PROS: Easy to make calls and save notes of the call and then share it with other co-workers.

CONS: Sometimes I found it difficult to navigate in the panel until i learnt how to do it.

PROS: LiveAgent is extremely user friendly, it provides ease of communication for not only the agent but for customers as well. Documents can be uploaded via Support Ticket or Chat which is helpful when needing to assist a user with an error/difficult process. Easy to use panels, can transfer work to co-workers or management as needed without delay! Dashboard makes it extremely stress free when tracking work and online time for all agents who are currently using the LiveAgent system.

CONS: Would like an e-mail notification when yearly subscription is due.

PROS: Integrates with Twilio and Facebook, convenient to reroute calls and tickets.

CONS: The design is not always super user friendly. Replying to emails from multiple people with the same title is often made into 1 thread which is confusing.

PROS: It is very flexible to setup and the interface works great for both agents and customers. And integrations into our websites was a breeze.

CONS: There no aspects that are problematic for us.

PROS: We receive a lot of emails and chats so liveagent helps a lot with managing that level of interaction.

CONS: Poor statistics and reporting, a more granular approach would be better.

PROS: LiveAgent doesn't use the same spam filter as many other email helpdesks, which is a huge plus. We haven't had any issues with customers not receiving our emails since switching over to LiveAgent.

CONS: I think the service looks a little clunky, it doesn't feel as nice to work in as similar services.

PROS: Quick set up, had us up and running very quickly. Ease of set up and training for our new agents. Ability to create custom filter and tags to help identify, sort, and track customer tickets and issues. Simiple billing structure. Integraton with social platforms and chat options.

CONS: Did not work with our original 800 number provider, had to switch after set up and operational.

PROS: No need to download software or plugins to use vide-chat function.

CONS: Standard Account comes only with 1 admin account, agent-account with restricted access you have to order extra.

PROS: I really love the "tags" within Live Agent that help us to organize tickets into different categories and keep track of them. We also really love and utilize the knowledge base feature as a way to offer information to our customers in a simple, easy-to-use way.

CONS: It would be nice to have a direct contact to reach out to with questions, though the chat feature on their website has worked fine when we've had questions.

PROS: The ease of which we were able to integrate there API v3 system in to our site, this is a major step forward for us and has removed the errors we got from our previous system where it was email based.

CONS: The I-pad app needs a little bit of work to bring it up to the web based version status

PROS: The software suggest product has been extremely helpful in increasing the productivity of my team. Our strategy has become easier to achieve.

CONS: The customer support was not always available and we had to wait in the phone queue to be served. Other than that everything went smoothly.

PROS: The best things about using liveagent are how easy it is to use, streamlining the processes by having all contact in one place, and being able to assign tickets to different folders and staff members. It's great that customers can contact us on live chat email or the phone all through the same system and we can see all of the contact in one place. Being able to set SLAs is good as well.

CONS: It would be great if you could call out in the system whilst having your current call on hold, without having to end the call and make a new one.

PROS: Shared email works well for sharing in supporting customers who call multiple times about the same issues.

CONS: Ticket creation from phone calls is less than intuitive.

PROS: The fact that you can add functionalities to your agent based on your needs.

CONS: Haven't found one yet!

PROS: Assigning a ticket reference to queries. Reminding me to follow up. Reply to social media. Support templates. Support request ticket alerts. Mobile app works well. Support strings are kept easy to follow.

CONS: It is a bit robust, but it's because all the features, so not a big deal. Possibly a bit more customization on the support portal look and feel would be nice.

PROS: The ability to have our emails, live chat, ticket system and social all in one place makes life so much easier for our business as we grow. The ticket system is my favourite feature as it is so easy to organise. It's good that we can customise the look of our custom pages and chat as well.

CONS: Maybe some more theme options, a bit more web 2.0 friendly in style on custom forms.

PROS: After testing a few Web Based CRM i found LiveAgent to be the overall and above the best. Manage Email,Chat and call Plus respond to social media post,messages. Patiently waiting on LiveAgent to add Whatsapp to the platform. I have been using it for a few years and i'm 200% Happy with LiveAgent. I'm so pleased with LiveAgent i'm busy saving up to purchase standalone version of LiveAgent and move away from monthly user subscription.

CONS: Platform didn't work with my local voip service provider

PROS: We changed to LiveAgent from ZenDesk primarily because ZenDesk was dragging down our website PSI scores too much. But the best part is that LiveAgent is even cheaper!

CONS: The user interface could be nicer -- Not as many customization options to the design.

PROS: You have your emails, calls and chats in one place.

CONS: I would like to have more Themes

PROS: very fast support if you have an issue, live chat is very professional and helpful. Multi domain support.

CONS: Be good if it linked to whatsapp business. The backend, although simple to use, is a bit old looking and could be maybe more modern in its design and interface.

PROS: A great alternative to managing emails, now I have a ticket system and can automatically assign a support ticket to different agents based on factors of my choice; this was the solution we needed to scale.

CONS: nothing I can speak on , no problems so far.

PROS: The price of this software in comparison with the other options on the market is superb. The liveagent software not only provides us a brilliant email ticketing software but a fully fledged call center and reporting system to manage your business.

CONS: One area we would like to see an improvement is how it manages the emails in tickets when the chain is very long. It would be nice to not have the >>> marking previous emails in the chain.

PROS: The interface is very well done and allows to have enough information quickly for our users tickets. Also it's customizable and very fast.

CONS: I have no bad experience or remark yet.

PROS: low price and excellent customer service We have been using it for over a year now and we can't help it. Our productivity has significantly increased and we no longer risk losing a message from our customers. Calls are heard perfectly and all conversations can be recorded. There is also the possibility of creating a switchboard and there is an excellent guide on their site to do it independently. It is also possible to connect the major social networks and manage everything from ladesk.

CONS: integration with whatsapp is missing but we have been told that it will be added soon

PROS: Amazing! Does everthing what we needed to get our customer communication on top level and it's very easy to learn and implement. Huge variety of integrations, functions and outstanding customer service that was always helpful.

CONS: It could use more themes to enhance UX and UI.

PROS: making custom forms so i can add one to a post checkout, for users to complete and give me the informaiton i need to get started.

CONS: logs you out all the time for non activity, so no way to keep livechat online all day without taking up time (for a new biz with little activity)

PROS: Simple and fast I use this software all day on the phone logging customers information I use the software to easily pull data I use the software to pull up history and quick answers to customers problems The best part is that its easy. You don't find something this easy to learn. I logged in once and taught myself nearly everything that day. SO GOOD!!!

CONS: Not much I would only say we have trouble with connection on calls. This is an issue in all call centers though. Not an issue with Live agent.

PROS: As administrator I'm very keen on the reports and analytics provided. Also like a lot the possibility to change icon's and how easy is to implement.

CONS: I would like the possibility to have more freedom for the chat icons to placed exactly where our design team would like to see them inside our platform.

PROS: It is extremely use friendly and is very visually appealing

CONS: I feel the pause feature could be improved by allowing users to see the messages coming in during this pause period.

PROS: LiveAgent is really easy and convenient to use. Always have no problems to do my work. As a customer support even in stressful situation helps a lot.

CONS: It can be that some technical issues can appear. The customer support from LiveAgent is very helpful and solve the technical issues fast.

PROS: Has the ability to work with tickets that come from different sources like Chat, Email, Forms, etc. Which allows for multiple channels for support managed by the same individuals that can distribute the work accordingly.

CONS: Sending emails as a team always puts the agent's name on the signature and sometimes you don't need that.

PROS: Great tools like tagging, assigning and splitting tickets which helps complete tasks quicker and therefore better customer experience. The layout is quite intuitive so easy to learn and use.

CONS: Overall really good experience and service.

PROS: The customizable tags and labels are very helpful and make it easy for my team to organize their daily workflow. Live Agent's user support is incredible. The help pages are informative and the customer support team is quick to respond and easy to understand.

CONS: The auto-generated ticket numbers cause confusion for our customers which leads some of them to delete the string of letters and numbers from the subject line on their response. This creates an issue with the new message not connecting to the original message. Fortunately, this is pretty rare and we have become better at identifying potential issues.