Help Scout is an example of an app that focuses on doing a single thing right. If you are looking for your first help desk check them out. Help Scout is one step above of just using a shared mailbox. It is well designed and has no learning curve. However, if you have more than 5 people in your team, have SLAs or other business policies Help Scout is probably not going to work for you. Plus plan is used for the comparison.
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.
| Helpscout | LiveAgent | Jitbit | |
|---|---|---|---|
| A simple help desk focused on email. | 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 |
$6300
|
$5220
|
$3897
|
| Pricing: 3 years / 10 agents |
$12600
|
$10440
|
$8367
|
| Active Directory |
✔️
Only Azure AD is supported
|
✔️
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 |
✔️
They are called Saved Replies. You can insert them in ticket replies
|
✔️
'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 |
✔️
Up to ten custom fields per mailbox
|
✔️
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 |
✔️
Comes with CSATs and a Happiness report
|
✔️
For chats only
|
✔️
Optional CSATs in email notifications and a report
|
| Design Customization |
✔️
Customize Knowledge Base with externally hosted CSS files
|
✔️
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 |
✔️
Can be done via API
|
✔️
Tickets CSV export, users CSV import
|
✔️
Import and Export tickets via CSV files
|
| Internationalization |
✔️
You can manually translate some parts of the app
|
✔️
Yes, with the ability to add custom languages
|
✔️
Available in 16 different languages
|
| ITIL Compliance | ❌ |
✔️
Yes
|
✔️
Support for most ITIL processes
|
| Knowledge Base |
✔️
It's called Docs and it is highly customizable
|
✔️
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, 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 |
✔️
Most must-have reports are included
|
✔️
Multiple reports and analytics included
|
✔️
13 reports with an ability to build your own and to export everything to Excel
|
| REST API |
✔️
Sparate APIs for KB and tickets
|
✔️
API covers all the app features
|
✔️
API covers all the app features
|
| Single-Sign-On |
✔️
Separate add-on for $5 per user per month
|
✔️
Custom-built PHP solution
|
✔️
SAML, Google login, Windows-integrated etc.
|
| SLA Management | ❌ |
✔️
Full SLA management
|
✔️
Full SLA automation via actions/triggers
|
| Support Widget | ❌ |
✔️
Chat widget for websites
|
✔️
Two different versions of a web widget
|
| Third-party Integrations |
✔️
80+ 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 |
✔️
Very basic automation features are available
|
❌ |
✔️
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.
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
