Jira Service Desk vs LiveAgent vs Jitbit
Jira Service Desk
Jira Service Desk is a versatile help desk software that streamlines customer support and IT service management for organizations of all sizes. Its robust integration with Active Directory simplifies user management, allowing teams to focus on delivering exceptional service. The Activity Dashboard provides real-time insights into support activities, empowering teams to track performance and optimize workflows. This visibility ensures that customer inquiries are addressed efficiently, improving overall satisfaction.
One of the standout features of Jira Service Desk is its customizable framework, which includes Custom Fields and Custom Statuses. This adaptability allows organizations to tailor the software to meet their specific needs, enhancing the user experience. Additionally, the built-in Knowledge Base helps teams quickly access information, reducing resolution times and enabling self-service options for customers. With SLA Management in place, teams can ensure timely responses and adherence to service commitments, further enhancing operational effectiveness. Overall, Jira Service Desk offers a comprehensive solution that balances efficiency and customization, making it an excellent choice for organizations seeking to improve their support processes.
LiveAgent
LiveAgent is a comprehensive help desk software designed to enhance customer support through its multi-channel capabilities and robust features. With its intuitive Activity Dashboard, teams can effectively monitor and manage customer interactions in real time, ensuring that no inquiry goes unanswered. LiveAgent's Live Chat functionality allows for immediate engagement, helping businesses address customer concerns promptly and improve overall satisfaction. Additionally, the integration of Canned Responses streamlines communication, allowing support agents to respond swiftly to common queries.
A standout feature of LiveAgent is its ability to integrate seamlessly with existing systems through REST API and third-party integrations, enabling businesses to customize their workflows. The software also offers powerful reporting and analytics tools, allowing organizations to assess performance and identify areas for improvement. Moreover, the inclusion of a Knowledge Base and Community Forums empowers customers to find answers independently, reducing the volume of incoming tickets. LiveAgent’s design customization options and internationalization support further enhance the user experience, making it a versatile choice for companies looking to optimize their customer support operations.
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.
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