# Freshdesk vs LiveAgent for help desk software

Freshdesk and LiveAgent are closely matched for core workflows. Both support email ticketing, shared inbox, knowledge base, customer portal, and slas. LiveAgent has confirmed API access, gdpr compliance, live chat, and phone support.

## Key decision points

- LiveAgent has confirmed API access; API access is not yet confirmed for Freshdesk.
- LiveAgent has confirmed gdpr compliance; gdpr compliance is not yet confirmed for Freshdesk.
- LiveAgent has confirmed live chat; live chat is not yet confirmed for Freshdesk.
- LiveAgent has confirmed phone support; phone support is not yet confirmed for Freshdesk.

## Choose LiveAgent if…

- Choose LiveAgent if confirmed API access matters to you; this detail is not yet confirmed for Freshdesk.
- Choose LiveAgent if confirmed gdpr compliance matters to you; this detail is not yet confirmed for Freshdesk.
- Choose LiveAgent if confirmed live chat matters to you; this detail is not yet confirmed for Freshdesk.
- Choose LiveAgent if confirmed phone support matters to you; this detail is not yet confirmed for Freshdesk.

## Features

| Feature | Freshdesk | LiveAgent |
| --- | --- | --- |
| Email ticketing | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.liveagent.com/)) |
| Shared inbox | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.liveagent.com/)) |
| Live chat | Not confirmed | Yes (verified 4 September 2026; [source](https://www.liveagent.com/)) |
| Phone support | Not confirmed | Yes (verified 4 September 2026; [source](https://www.liveagent.com/)) |
| WhatsApp support | Not confirmed | Yes (verified 4 September 2026; [source](https://www.liveagent.com/)) |
| Social media support | Not confirmed | Yes (verified 4 September 2026; [source](https://www.liveagent.com/)) |
| Knowledge base | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.liveagent.com/)) |
| Customer portal | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.liveagent.com/pricing/)) |
| SLAs | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.liveagent.com/features/)) |
| Ticket routing | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.liveagent.com/features/)) |
| Automation | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.liveagent.com/)) |
| Macros | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.liveagent.com/features/)) |
| AI replies | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.liveagent.com/)) |
| AI ticket summaries | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.liveagent.com/pricing/)) |
| Collision detection | Not confirmed | Yes (verified 4 September 2026; [source](https://www.liveagent.com/features/)) |
| CSAT | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/)) | Yes (verified 4 September 2026; [source](https://www.liveagent.com/features/)) |
| Custom fields | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.liveagent.com/features/)) |
| Multilingual support | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.liveagent.com/)) |

## Integrations

| Feature | Freshdesk | LiveAgent |
| --- | --- | --- |
| CRM integrations | Not confirmed | Yes (verified 4 September 2026; [source](https://www.liveagent.com/integrations/)) |

## Technical

| Feature | Freshdesk | LiveAgent |
| --- | --- | --- |
| API | Not confirmed | Yes (verified 4 September 2026; [source](https://www.liveagent.com/terms-and-conditions/)) |

## Platforms

| Feature | Freshdesk | LiveAgent |
| --- | --- | --- |
| Mobile apps | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/)) | Not confirmed |

## Security and compliance

| Feature | Freshdesk | LiveAgent |
| --- | --- | --- |
| GDPR compliance | Not confirmed | Yes (verified 4 September 2026; [source](https://www.liveagent.com/)) |

## Commercial

| Feature | Freshdesk | LiveAgent |
| --- | --- | --- |
| Affiliate programme | Not confirmed | Yes (verified 4 September 2026; [source](https://www.liveagent.com/)) |

## Evidence

- **Freshdesk — Email ticketing:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Ticketing Handle customer escalations with our award-winning ticketing system that enables intelligent prioritization, assignment, and tracking of tickets. ✓ ✓ ✓”
- **LiveAgent — Email ticketing:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “Email, live chat, phone, social media, WhatsApp, Viber, knowledge base — all unified in a single dashboard”
- **Freshdesk — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Shared inbox Boost team collaboration and simplify communications with a shared inbox for your support team to collaborate and respond to incoming emails. ✓ ✓ ✓”
- **LiveAgent — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “Email, live chat, phone, social media, WhatsApp, Viber, knowledge base — all unified in a single dashboard”
- **LiveAgent — Live chat:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “Live Chat Fastest live chat on the market”
- **LiveAgent — Phone support:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “Call Center Manage and route all your calls”
- **LiveAgent — WhatsApp support:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “Email, live chat, phone, social media, WhatsApp, Viber, knowledge base — all unified in a single dashboard”
- **LiveAgent — Social media support:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “Social Media Chat with followers in LiveAgent”
- **Freshdesk — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Knowledge base Create knowledge base articles to help your customers find answers to their inquiries independently. ✓ ✓ ✓”
- **LiveAgent — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “Knowledge Base Provide self-service options”
- **Freshdesk — Customer portal:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Customer portal Create a place for customers to submit tickets and self-serve information, powered by a robust knowledge base. ✓ ✓ ✓”
- **LiveAgent — Customer portal:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/pricing/. Evidence: “Customer Portal Gives you the opportunity to create an unlimited amount of separate customer portals”
- **Freshdesk — SLAs:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Multiple SLA policies Create multiple SLA policies to accomodate the expectations of different kind of customers and different agent shifts, products etc. ✓ ✓”
- **LiveAgent — SLAs:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/features/. Evidence: “Service Level Agreement (SLA) Learn about Service Level Agreements (SLAs) and their role in defining customer expectations and pro...”
- **Freshdesk — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Ticket dispatch Categorize, prioritze, and route tickets to the rights teams by creating your own business rules. ✓ ✓ ✓”
- **LiveAgent — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/features/. Evidence: “Automated Ticket Distribution Automated ticket distribution in LiveAgent assigns help desk tickets to agents based on predefined r...”
- **Freshdesk — Automation:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Automations Save time and effort by automating repetitive and important tasks like follow-ups, escalations, and other tasks. ✓ ✓ ✓”
- **LiveAgent — Automation:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “Automate up to 75% of conversations with built-in AI.”
- **Freshdesk — Macros:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Ticket templates Create templates with pre-filled information like subject, description and ticket properties and use them to quickly create tickets and/or send emails. ✓ ✓”
- **LiveAgent — Macros:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/features/. Evidence: “Canned Messages (Macros) Boost efficiency with LiveAgent's canned messages!”
- **Freshdesk — AI replies:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Email AI Agent * Email AI Agent that engages in back-and-forth replies, responds with the right resolution, and captures feedback. ✓ ✓ ✓”
- **LiveAgent — AI replies:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “AI Answer Assistant Instant polished replies”
- **Freshdesk — AI ticket summaries:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Summarization assistant * Catch up on long conversations in seconds with contextual summaries to respond with confidence. ✓ ✓”
- **LiveAgent — AI ticket summaries:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/pricing/. Evidence: “AI Ticket Summary catch up”
- **LiveAgent — Collision detection:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/features/. Evidence: “Agent Collision Detection Prevent multiple agents from working on the same ticket”
- **Freshdesk — CSAT:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/. Evidence: “95%+ CSAT Understand what drives customer service performance with AI Insights that spot trends and uncover root causes.”
- **LiveAgent — CSAT:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/features/. Evidence: “Ticket satisfaction survey Collect customer satisfaction ratings after ticket resolution”
- **Freshdesk — Custom fields:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Advanced custom fields Collect customer information unique to your business by creating custom fields for these details. ✓ ✓”
- **LiveAgent — Custom fields:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/features/. Evidence: “Custom ticket fields Add custom fields to tickets to capture specific information”
- **Freshdesk — Multilingual support:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Multilingual Help Desk Configure your helpdesk to work in multiple languages, so you can provide support in the languages your customers and agents speak. ✓ ✓”
- **LiveAgent — Multilingual support:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “AI Chatbot Resolves customer inquiries instantly, 24/7, in 100+ languages”
- **LiveAgent — CRM integrations:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/integrations/. Evidence: “Agile CRM integrates with LiveAgent to enhance customer service efficiency.”
- **LiveAgent — API:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/terms-and-conditions/. Evidence: “LiveAgent API made available via the Site”
- **Freshdesk — Mobile apps:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/. Evidence: “Mobile Apps”
- **LiveAgent — GDPR compliance:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “GDPR”
- **LiveAgent — Affiliate programme:** Yes. Last verified 4 September 2026. Source: https://www.liveagent.com/. Evidence: “Affiliate Program”