Helpscout vs LiveAgent vs Jitbit


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.
3 years / 5 agents
3 years / 10 agents
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 ✔️
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
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.

SaaS version on-premises version

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