I've tested and tested various tools to handle tickets, and general customer service inquiries for what seems like - ever, and when I saw this one, I was certain it was too good to be true.

Forget the price, was it going to be easy enough to integrate into our workflow? Could I easily onboard my team? Would the investment of my time lead me to the holy Grail, or would I again be disappointed in another tool that just didn't work for me?

I'm happy to say that we've integrated Live Agent into a brand new campaign and everything is working like a dream. Seriously, the ability to get super granular on the chat forms - using one site-wide or just on specific pages - is pretty straightforward with WordPress.

And that is just one campaign for one client! My next project is integrating LA into my currently discombobulated Customer service workflow for another client who probably will love me forever once it's in place.

My only wishes are that the deal could be stacked, or that the cost of a couple more seats wasn't so high. I chatted with Martin and he said they are $39/user per month, which isn't outrageous, but just not in the budget today... My team is small, but mighty, so one extra seat would have been incredible, but we'll make it work until we are ready to invest.

My only other wish is that somewhere there existed a way to connect personal FB messages in addition to pages. I am pretty sure it's not something FB allows with their API, but it would totally change my life if it ever happens!

I'm thrilled to be a Briefcase member and happy to write this review - it's my very first - for such a great product! Cheers, Sumo-lings!