Although I'm not quite using LiveAgent in the way it's intended (as in, not particularly for tickets, but rather correspondence tracking) I have to say I'm pretty impressed so far! There's tons of stuff in there, and it's actually given me a few ideas of how to switch out some processes and use LiveAgent instead.

Usually I've got the tinge of regret at this stage, but I'm pleasantly surprised with how the whole thing ties in.

Granted, I'm not REALLY the target user, but I've always been a fan of re-appropriating tools wherever necessary ;)