LiveAgent vs. osTicket

I think [LiveAgent] is great from a customer service perspective, though I don't know that I would recommend it for B2B purposes. It has so many features that are fantastic as far as creating a great customer experience goes, I just think it is far more geared toward B2C than B2B.

osTicket is very well suited for small to medium environments where the budget might be tight or a complex system isn't desired. The basic pillars of osTicket being that it is simple, lightweight, reliable, open source, and best of all free really make osTicket a great alternative to higher-cost customer support systems. While osTicket does have shortfalls which would be bad for some environments—like not offering social media integration, lacking a flashy user interface, no detailed analytics (satisfaction, performance, etc.), no live chat/messaging, and any detailed customization requires PHP knowledge—osTicket is a great free and simple support system without the extra features and costs the alternatives offer.

Incentivized

• It's a complete OMNI channel. You can configure all communication medium for your customer with LiveAgent i.e. Ticketing, Social Media, Phone, and Chat.
• Low on pricing.
• You can easily setup LiveAgent for your organization. You don't need to be a technical expert to implement this.
• The user-friendly application.

Incentivized

• Web based, so available from any web browser
• Free - no cost to the organization to buy
• Runs on linux - solid, secure, free

Incentivized

• Occasionally when "resolving" a ticket, the page will not load the full list of remaining tickets. However, the moment you scroll, the tickets appear so it's not too big of a deal, but I'd like to see that cleaned up. It does not always happen.
• When dialing a phone number, the format needs to be specific, i.e. +15125555555. We often receive phone numbers in the more traditional format, i.e. (512) 555-5555. The outgoing call will not work when pasted this way. I think it will get fixed. These little things seem to get sorted out after enough people complain about it.
• The mobile version has a few bugs, but when on the run, it at least allows you to read and respond to email. Examples of bugs include not being able to transfer the ticket to another department (on iOS the drop down menu functions like a text field for some reason so clicking into it selects the text as if you are going to copy and paste it). Also, the ability to add an admin note would be nice on the mobile version.

Incentivized

• osTicket's hosted version is expensive and customization is kind of hard to come by. So, unless you have programming-proficient developers on hand (we do!) you will need to accept the options that you are paying for.
• osTicket's community forum has had some bugs recently as they have rolled out a new platform for it. For people who rely on the community forum extensively, this is a set back. Again, this is more of an issue for those using open source and not the SaaS version.

Incentivized

I am giving this rating as Live Agent is a very good software that is essential to any small or big business that provides customer support services. It gives you the possibility to manage any of your clients issues, answer questions and keep a good relationship with them by providing quick solutions.

It does well what I was looking for on a ticketing tool

The initial setup, onboarding and training is easy. The system provides 2 graphic version of interfaces in black or white default colors. I would appreciate, if there were more. Some of the setup forms are not correctly resized. Overall, I'm always able to find what I am looking for in LiveAgent.

I am familiar with osTicket and this allow me to teach all the staff and support them whenever they have any concern regarding the usability and following processes.

The one time that I contacted the customer support at LiveAgent, they were very quick to help me out and the customer support representative walked me through every thing that I needed to know to set up what I needed. Over all, the support staff at LiveAgent were perfect.

Being open-source it is community supported. There is a hosted version that provides better support. Honestly, I have not really needed support

Incentivized

Implementation was quick and when not counting a bug on our website, it took a couple hours. It was mostly done on our end or with the assistance of LiveAgent's live chat support team. We recommend to check out LiveAgent's tutorial videos on their youtube channel or browsing their knowledge base - we've almost always found answers to our queries there.

Grant all prerequisites are met, before installing to avoid any issue during the installation

bold360 worked for our basic purposes but it was pretty bare bones. It didn't give us the option to get sales or to translate from Spanish to English and it made things a bit more difficult. LiveAgent has the features that we needed and it has many of the similar options that we also still use.

Incentivized

This company wanted to first explore how a ticketing/support system could benefit their organization before investing [in] a solution. Firstly osTicket is open source and doesn't have a license fee and secondly, because of [its] simplicity, it is quick to implement in the organization. These were the key 2 drivers to choose osTicket. Of course, there are trial versions of the other products available but the implementation time needed is longer since their functionality suite is larger than what osTicket offers. Those extra features aren't needed (yet) so that is the third and final reason why osTicket was chosen and probably will stay until the need for more functionality arises.

Incentivized

• We are generating more sales by having sales representatives online chatting with customers.
• The customer service team is able to avoid answering the same guest on a number of platforms (ie. when a guest emails in, fills out a "contact form," and chats with a representative in live time in the span of ten minutes) because LiveAgent enables us to have all of our communication in one platform.

• Works well as a centralized support system for the businesses IT.
• The support team can evaluate all tickets that come in and easily evaluate priority, details, etc.
• If the escalated development team can be limited to their assignments only allowing them to retain focus.

Incentivized