Jira Service Desk is a very sophisticated help desk apps for a reasonable price. If you have complex business process and SLAs and need a high customization level Jira is a good pick for you. It allows you to change how most of the things work to make it suit your needs. However, it obviously has a bigger learning curve than most others. One of the few apps that offer an on-premise version. Standard plan was used in 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.
| 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
|
❌ |
| On-premises Version | ❌ | ❌ |
✔️
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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