Jira Service Desk vs LiveAgent vs Jitbit

Jira Service Desk

You know that moment when a ticket lands and you can actually tell what’s going on without digging through a dozen threads? Jira Service Desk feels like that for a team—a practical space where requests flow in and you can see the path they’ll take. It’s built around escalation workflows, so when something needs a higher level of attention, the handoff is visible and orderly rather than chaotic. You can tailor the routing to match how your team operates, which keeps everyone on the same page as issues move from intake to resolution.

Underneath the workflow stuff, there’s room to connect other tools you already use. The REST API lets you pull in data or push updates, so you can automate what you routinely do by hand. Third-party integrations come into play too, letting you stitch together chat, logging, or notification apps without reinventing the wheel. And if you prefer a certain look or feel, design customization options make the portal resemble your team or brand. It’s not flashy, but it doesn’t pretend to be—just a straightforward way to handle requests, keep things organized, and stay in the loop.

LiveAgent

You know how sometimes you just need a help desk that doesn’t get in the way? LiveAgent feels that way when you’re juggling tickets, chats, and a mountain of emails. It’s got a clean inbox to stay organized, plus a few thoughtful touches like a customer satisfaction survey that actually lands where you expect it to—useful feedback without the extra fuss. The built-in communication tools make it easier to loop in teammates, whether you’re replying from the browser or a dedicated app, so nothing slips through the cracks.

There’s also a solid Community Forums feature, which makes it possible for customers to help each other out and for you to surface common questions without answering the same things over and over. If you’re dealing with a global audience, the Internationalization options keep things readable and relevant across languages and regions. And when you want the look and feel to match your vibe, Design Customization gives you room to tweak the UI without breaking the flow. It’s kind of the practical side of support software—functional, predictable, and easy to pick up.

	Jira Service Desk	LiveAgent	Jitbit
	Customize everything to suit your needs	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	$6000	$5220	$3897
Pricing: 3 years / 10 agents	$12000	$10440	$8367
Active Directory	✅ Not on the SaaS version	✅ AD catalog integration, but no Windows-integrated authentication	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	✅ Ability to create custom dashboards	✅ 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	❌	✅ '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	✅ Various custom field options	✅ Multiple custom field types available	✅ Many custom field types, including dependant fields. Various privacy options.
Custom Statuses	✅ You can create custom statuses and customize how your customers see them	✅ 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 come out of the box along with the nessesary reports	✅ For chats only	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Customize colors and upload a logo. No custom CSS or JS	✅ 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	✅ A lot of template settings and customization	✅ Editing email templates available on paid plans only	✅ You are able to completely change a template for any notification type
Escalation	✅ Multiple ways to set up a ticket 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	✅ Import and export to CSV or JSON	✅ Tickets CSV export, users CSV import	✅ Import and Export tickets via CSV files
Internationalization	✅ Translate email templates and field names	✅ Yes, with the ability to add custom languages	✅ Available in 16 different languages
ITIL Compliance	✅ Jira is ITIL certified	✅ Yes	✅ Support for most ITIL processes
Knowledge Base	✅ Full-featured and searchable customer self-service portal	✅ 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	✅ Great mobile apps for all platforms	✅ 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	✅ Comes with an installable version built on Java	✅ Downloadable license available	✅ A full on-premises version that runs on Windows Server
Reports and Analytics	✅ Ability to built custom reports	✅ Multiple reports and analytics included	✅ 13 reports with an ability to build your own and to export everything to Excel
REST API	✅ Complete API with oAuth	✅ 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	✅ SLA support out of the box	✅ Full SLA management	✅ Full SLA automation via actions/triggers
Support Widget	✅ Web widget for your site	✅ Chat widget for websites	✅ Two different versions of a web widget
Third-party Integrations	✅ Marketplace with hundreds of apps, paid and free	✅ 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	✅ Support for simple WHEN/IF/THEN logic	❌	✅ 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.