Freshdesk vs LiveAgent vs Jitbit

Freshdesk

Freshdesk is a versatile help desk software designed to enhance customer support experiences across various channels. With features like multi-channel support and a comprehensive activity dashboard, it allows teams to manage customer inquiries seamlessly, whether they come via email, social media, or live chat. Freshdesk's robust ticket collaboration capabilities ensure that support agents can work together efficiently, providing timely resolutions to customer issues.

One of the standout aspects of Freshdesk is its ability to integrate with tools like Active Directory and third-party applications, enabling smooth workflows and single-sign-on convenience. The platform also offers a customizable knowledge base, empowering customers to find answers independently, which can significantly reduce the volume of repetitive inquiries. Additionally, the inclusion of customer satisfaction surveys helps businesses gather valuable feedback, allowing them to continuously improve their support services while fostering a community through forums. By leveraging these features, organizations can create a tailored support environment that not only resolves issues but also enhances overall customer satisfaction.

LiveAgent

LiveAgent is a versatile help desk software designed to streamline customer support across multiple channels, enhancing the efficiency of communication while improving user experience. With features like multi-channel support and live chat, businesses can engage with customers in real time, ensuring timely responses to inquiries. The integrated Activity Dashboard provides a comprehensive view of ongoing support tasks, enabling teams to manage and prioritize their workload effectively.

One of the standout features of LiveAgent is its robust ticket collaboration system, which allows teams to work together seamlessly. Custom Fields and Custom Statuses enable organizations to tailor their ticketing process to meet specific needs, facilitating better tracking and management of customer interactions. Additionally, the inclusion of Community Forums and a Knowledge Base empowers users to find solutions independently, reducing the volume of incoming support requests. By utilizing tools like Canned Responses and SLA Management, support teams can maintain consistent communication and meet service level agreements, ultimately leading to enhanced customer satisfaction.

	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.