Current Freshdesk chat solution is very basic and is suitable for small teams only. We have started to user Freshdesk tickets/solutions/forums but can't switch from LiveZilla due to the following essential functionality missing:

• Auto-assignment of chats to the agents (like tickets). Now they need to be picked up manually. 
  
• Max chats limit per group and per individual agent 
  
• All chats are auto-closed in 2 minutes in case of no response and you can't control this setting 
  
• It is not possible to create a chat for a group, only for a product. So we'd have to create fake products e.g. "Sales" and "Support" 
  
• Due to the above, you can't add one agent to two chat groups (like you can do with tickets). LiveZilla allows this and an agent can be online in Support group and Away (not accepting chats) in Sales group or online in both groups then he/she needs to help another department with chats. 
  

I can provide more useful feature and describe use case scenarios if needed.