This article talks about a free help desk software by LiveAgent with ticketing, chat, call, center, and much more. There are many free options in the help desk category; some are self-hosted whereas some are web-based. Most of the free help desk software offers a handful of features that can be good enough for regular use depending on one’s needs.
LiveAgent is another help desk software that packs lots of features from automatic ticketing to chat, call center, knowledge base, and unlimited user agents. This software is not completely free though but it offers a handsome free plan that can be enough for small businesses and individuals.
You can connect this software with your communication channels (email, social media, or chat) or can get an alternative support email address for the same. All the queries coming through your social media are turned into tickets that you can assign to your teammates. You can create departments, assign roles, and track the tickets with detailed analytics. The bottom line is that LiveAgent offers you all the features of an advanced help desk software with a decent free plan. With that said, let’s check it out in detail.
Also read: Free Self-hosted Help Desk Software for Windows
Free Help Desk Software by LiveAgent
Working with LiveAgent is simple. Visit the website and create a new account along with the your company name. When you do that, it generates a subdomain for your help desk along with a support email address to get customer queries.
Upon login, you get a “Getting Started” screen where it lists all the functions of the software. From there, you can add various types of information to the software covering
- Company Logo
- Users
- Connect Email Address
- Add a chat button
- Setup Customer Portal
- Connect Social Media
- Add Voice Support
- Learn about LiveAgent
Dashboard
LiveAgent has a neat interface where it places all the necessary options at the top along with notifications. You get buttons to create a new ticket, internal ticket, knowledge base article, and internal call along with options to mark your availability. Then, there is a navigation bar on the left side to jump between the different sections.
The dashboard itself shows you an overview of your entire helpdesk system. It lists the agents by department and availability at the top. Below that, it shows the stat of the current user along with a leaderboard of worktime.
Ticketing
The ticketing interface is has a 3-column layout similar to Outlook. The first column lists all the tickers that you can filter. The second column shows you the actual query form where you can assign it to an agent, reply, call, and mark resolved. The third column shows the information of the ticker and the agent who handled that ticket.
Analytics
Another main highlight of this software is Analytics that gives you a detailed look into the performance. The Analytics shows you a complete overview but the free plan limits that to 7 days only. It shows you the performance stats by department and agents and you can view the following reports”
- Performance report
- Agent report
- Ticket history
- Department report
- Channel report
- Tag report
- Personal work report
- Ranking agents and more
Closing Words
LiveAgent packs almost all the things that you expect from a premium help desk software. Since it creates a subdomain for you that allows you to build a customer portal where you can add your social media along with buttons for chat and call. If you are looking for a featured-pack help desk suite then do give it a try and share your thoughts with us in the comments.
