Freshdesk vs LiveAgent vs Jitbit

Freshdesk

You know that moment when you’re juggling tickets from email, chat, and social media and it all somehow starts to feel like a single thread? Freshdesk sits in the middle of that mess and quietly makes sense of it. It’s built around the idea that you shouldn’t have to rummage through calendars and separate apps to find answers. You can add Custom Fields to tickets so your team can capture the exact details you actually need, without bending your workflow to fit a rigid template.

What I like is how Multi-channel support keeps everything in one place, so responses come from one inbox no matter where the customer hits you. The Support Widget lives on your site or app and lets people start a conversation without swapping contexts, which can save a lot of back-and-forth. And when you’re ready to review how things are going, the Reports and Analytics give you a picture of response times, ticket volume, and agent performance. It’s not flashy, but it scratches that itch of knowing what’s happening without drowning in data.

LiveAgent

If you’re juggling a bunch of customer requests, LiveAgent feels like the kind of tool you don’t have to overthink. It keeps your inbox and ticket queue in one place, so you’re not hopping between apps trying to piece things together. You can import data from other systems to get started quickly, and when you’re ready, export what you’ve got so it doesn’t get stuck in one spot. It’s not flashy, just quietly dependable for the day-to-day grind.

Escalation is one of those features you don’t notice until you actually need it. Tickets can move up the chain without losing context, so the right person sees what matters and can jump in. And when teams are talking through issues, Ticket Collaboration keeps the back-and-forth threaded with comments and notes, so everyone’s on the same page. You can pull in insights from the data you collect and run basic Reports and Analytics to see patterns, response times, and workload.

For a small team or a growing one, it’s more about the workflow than the bells and whistles. The setup doesn’t require a PhD in IT, and the ongoing work feels straightforward: track requests, collaborate on them, keep executives in the loop with simple reporting, and know where things stand at a glance. It’s not thrilling, but it’s reliable enough to actually use daily.

	Freshdesk	LiveAgent	Jitbit
	Fully featured help desk app	Powerful support suite with ticketing and chat	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$17820	$5220	$3897
Pricing: 3 years / 10 agents	$35640	$10440	$8367
Active Directory	✅ Possible to authenticate users via SAML	✅ AD catalog integration, but no Windows-integrated authentication	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	✅ Dashboard offers an overview of your KPIs	✅ There's a dashboard report, but it's not live-updated	✅ Live overview dashboard
Asset Management	❌	❌	✅ A complete asset management module tightly integrated into the rest of the app
Canned Responses	✅ Insert pre-formatted replies in responses	✅ 'Canned answers' are available on the $15/mo/user plan	✅ You can also assign canned responses to specific ticket categories if you need to
Community Forums	✅ Built-in forums on Garden plan or higher	✅ Customer forum is included with all plans	✅ Ideas Forum comes out of the box
Custom Fields	✅ Multiple types of custom fields, including dependant custom fields with various permission settings	✅ Multiple custom field types available	✅ Many custom field types, including dependant fields. Various privacy options.
Custom Statuses	✅ You can easily add custom statuses in addition to the built-in ones	✅ Custom statuses are available, but no permission control	✅ Add custom statuses, customize how your customers see them and assign different colors to them
Customer satisfaction survey	✅ CSATs are a part of Garden plan or higher	✅ For chats only	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Complete customization of public facing pages	✅ You can customize customer portal and knowledge base but not the ticketing system	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	❌	✅ Editing email templates available on paid plans only	✅ You are able to completely change a template for any notification type
Escalation	✅ Possible to set up with automation features	✅ Escalating manually or via routing rules	✅ Possible to set up various escalation scenarios via automation
Exchange Integration	❌	✅ IMAP only	✅ Native EWS support instead of IMAP. oAuth support for Office 365
Import and Export	✅ Export tickets to CSV or Excel. Import via API.	✅ Tickets CSV export, users CSV import	✅ Import and Export tickets via CSV files
Internationalization	❌	✅ Yes, with the ability to add custom languages	✅ Available in 16 different languages
ITIL Compliance	❌	✅ Yes	✅ Support for most ITIL processes
Knowledge Base	✅ Customizable knowledge base is a part on every plan	✅ Knowledge Base and customer portal	✅ Customizable Knowledge Base optimized for search engines
Live Chat	❌	✅ Live chat button is included	✅ A free live chat component in the web widget
Mobile Apps	✅ iOS and Android	✅ Both iOS and Android	✅ iOS and Android
Multi-channel support	✅ Email, social, web and phone	✅ Email, chat, social networks	✅ Possible to add unlimited channels via integrations and API
On-premise Version	❌	✅ Downloadable license available	✅ A full on-premises version that runs on Windows Server
Reports and Analytics	✅ A lot of reports and analytics tools	✅ Multiple reports and analytics included	✅ 13 reports with an ability to build your own and to export everything to Excel
REST API	✅ Well documented APIs for every app feature	✅ API covers all the app features	✅ API covers all the app features
Single-Sign-On	✅ SAML protocol is supported	✅ Custom-built PHP solution	✅ SAML, Google login, Windows-integrated etc.
SLA Management	✅ Allows you to define SLA policies for various ticket priorities	✅ Full SLA management	✅ Full SLA automation via actions/triggers
Support Widget	✅ Comes with a widget for your site	✅ Chat widget for websites	✅ Two different versions of a web widget
Third-party Integrations	✅ Has an app marketplace where you can get integrations as add-ons	✅ API and Integrations on $15/mo/user plan and higher	✅ 30 native integrations and 500 more via Zapier
Ticket Collaboration	✅ Nested and linked tickets, shared ownership, field teams	✅ Reply-history, CC	✅ See when other techs are viewing tickets in real-time, assign multiple people to a ticket
Workflow Automation	✅ Rich automation features	❌	✅ Automation Rules are very powerful and can go beyond simple if-this-then-that logic

Looking for help desk software? Check out Jitbit. We offer a fully-featured app at a very affordable price. It comes with all the must have features like knowledge base, two-way email integration (including native Exchange and Office 365 support), automation, hundreds of integrations with third-party apps and much more. Available both as a hosted "SaaS" version and an on-premises version you can install on your own server.