Groove vs LiveAgent vs Jitbit

Groove

You know that moment when your help desk finally starts feeling like a real extension of your team? Groove is built around that drift—planting your own look and feel with Design Customization so the window, colors, and flows match how you actually talk to people. It’s not about flashy widgets; it’s about making the toolbox disappear so you can focus on the conversation.

Behind the scenes, Groove handles the basics without feeling prescriptive. Import and Export options keep your ticket history portable, so you don’t get stuck rebuilding threads if you switch gears or teams. Canned Responses show up as a light, practical feature rather than a heavy obligation, letting you save common replies without losing that human touch. And when you’re ready to scale or share context, the Support Widget acts like a bridge—embedding a helpful nudge for visitors and pulling in ticket data without overloading the page. It’s one of those tools that quietly supports your process, rather than shouting about how it should be used. If you’re aiming for a calmer, more consistent support flow, Groove tends to feel like it’s built around that goal.

LiveAgent

You know that moment when a ticket comes in from a dozen time zones and you don’t have to sprint to catch up? LiveAgent feels built for that reality. It mixes help desk basics with a vibe that doesn’t pretend every company needs corporate gloss. The interface is straightforward, and you’ll notice things like Internationalization right out of the box, so your team can reply in the customer’s language without juggling separate glossaries or plugins.

If you ever need to pull data or hook it into other tools, the REST API is there and not hidden behind layers of digests. It’s the kind of thing you can actually tinker with after a few nights of debugging, not a black box that requires a dev team to translate every move. The mobile apps keep pace, so support doesn’t stall when you’re away from a desk, and you can stay in the loop on tickets, chats, and updates as they come through. For folks who like to bounce ideas around or share solutions, the Community Forums feel like a quiet corner where teammates and users swap tips without the pressure of a formal review.

	Groove	LiveAgent	Jitbit
	A simple app to replace your shared mailbox	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	$5220	$5220	$3897
Pricing: 3 years / 10 agents	$10440	$10440	$8367
Active Directory	❌	✅ AD catalog integration, but no Windows-integrated authentication	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	❌	✅ 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	✅ Has standard canned replies features	✅ '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	❌	✅ Customer forum is included with all plans	✅ Ideas Forum comes out of the box
Custom Fields	❌	✅ Multiple custom field types available	✅ Many custom field types, including dependant fields. Various privacy options.
Custom Statuses	❌	✅ 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	❌	✅ For chats only	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Can only customize the web widget	✅ 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	❌	✅ 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	✅ Only 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	✅ Good Knowledge Base with basic customization	✅ Knowledge Base and customer portal	✅ Customizable Knowledge Base optimized for search engines
Live Chat	✅ Live chat via the widget	✅ Live chat button is included	✅ A free live chat component in the web widget
Mobile Apps	❌	✅ Both iOS and Android	✅ iOS and Android
Multi-channel support	❌	✅ 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	✅ Some basic reports on tickets and KB	✅ Multiple reports and analytics included	✅ 13 reports with an ability to build your own and to export everything to Excel
REST API	✅ You are able to access most features via API	✅ API covers all the app features	✅ API covers all the app features
Single-Sign-On	❌	✅ Custom-built PHP solution	✅ SAML, Google login, Windows-integrated etc.
SLA Management	❌	✅ Full SLA management	✅ Full SLA automation via actions/triggers
Support Widget	✅ Web widget with live chat	✅ Chat widget for websites	✅ Two different versions of a web widget
Third-party Integrations	✅ Around 20 integrations with the most popular apps	✅ API and Integrations on $15/mo/user plan and higher	✅ 30 native integrations and 500 more via Zapier
Ticket Collaboration	❌	✅ Reply-history, CC	✅ See when other techs are viewing tickets in real-time, assign multiple people to a ticket
Workflow Automation	❌	❌	✅ 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.