Groove vs LiveAgent vs Jitbit

Groove

Groove works great for small teams that have no demand for sophisticated features. It has all the basics and offers a good upgrade over doing customer support in a shared mailbox. Their knowledge base is very good as well and offers nice customization options. If you have a bigger team and need to collaborate on a lot of tickets it is probably best to look somewhere else.

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.

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.
3 years / 5 agents
$5220
$5220
$3897
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-premise 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. 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

Check out other comparisons

Freshdesk vs. Groove vs. Jitbit
Freshdesk vs. HappyFox vs. Jitbit
Freshdesk vs. Helpscout vs. Jitbit
Freshdesk vs. Jira Service Desk vs. Jitbit
Freshdesk vs. LiveAgent vs. Jitbit
Freshdesk vs. ServiceNow vs. Jitbit
Freshdesk vs. Zendesk vs. Jitbit
Freshdesk vs. Zoho Desk vs. Jitbit
Groove vs. HappyFox vs. Jitbit
Groove vs. Helpscout vs. Jitbit
Groove vs. Jira Service Desk vs. Jitbit
Groove vs. LiveAgent vs. Jitbit
Groove vs. ServiceNow vs. Jitbit
Groove vs. Zendesk vs. Jitbit
Groove vs. Zoho Desk vs. Jitbit
HappyFox vs. Helpscout vs. Jitbit
HappyFox vs. Jira Service Desk vs. Jitbit
HappyFox vs. LiveAgent vs. Jitbit
HappyFox vs. ServiceNow vs. Jitbit
HappyFox vs. Zendesk vs. Jitbit
HappyFox vs. Zoho Desk vs. Jitbit
Helpscout vs. Jira Service Desk vs. Jitbit
Helpscout vs. LiveAgent vs. Jitbit
Helpscout vs. ServiceNow vs. Jitbit
Helpscout vs. Zendesk vs. Jitbit
Helpscout vs. Zoho Desk vs. Jitbit
Jira Service Desk vs. LiveAgent vs. Jitbit
Jira Service Desk vs. ServiceNow vs. Jitbit
Jira Service Desk vs. Zendesk vs. Jitbit
Jira Service Desk vs. Zoho Desk vs. Jitbit
LiveAgent vs. ServiceNow vs. Jitbit
LiveAgent vs. Zendesk vs. Jitbit
LiveAgent vs. Zoho Desk vs. Jitbit
ServiceNow vs. Zendesk vs. Jitbit
ServiceNow vs. Zoho Desk vs. Jitbit
Zendesk vs. Zoho Desk vs. Jitbit