Freshdesk vs LiveAgent vs Jitbit

Freshdesk

Freshdesk is one of the most used help desk apps on the market. It is decently priced compared to others. Especially for the features that you get - it might not be very innovative, but they offer all the must-haves. Although, some things that you might expect as standard, like basic live chat features, are not supported. Garden plan is used for the comparison.

LiveAgent

LiveAgent is multichannel support suite built in Slovenia. It combines chat and ticketing system. One of the very few that is offered as an on-premises version too.

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.
3 years / 5 agents
$17820
$5220
$3897
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-premise 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. It comes both as a hosted "SaaS" version and an on-premise version you can install on your own server.

SaaS version on-premise version

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