LiveAgent vs ServiceNow vs Jitbit

LiveAgent

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.

ServiceNow

ServiceNow ITSM is an enterprise-class IT service management solution targeted at large corporations. In addition to help desk ticketing, it provides asset management (with automated discovery), change management, lifecycle and release management etc. It's probably an overkill to use it just as a helpdesk unless you have really deep pockets.

LiveAgent ServiceNow Jitbit
Powerful support suite with ticketing and chat Enterprise-class ITSM solution Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
3 years / 5 agents
$5220
$18000
$3897
3 years / 10 agents
$10440
$36000
$8367
Active Directory ✔️
AD catalog integration, but no Windows-integrated authentication
✔️
LDAP, SAML 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 activity dashboard
✔️
Live overview dashboard
Asset Management ✔️
Full fledged asset management with automated discovery
✔️
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
✔️
Response templates
✔️
You can also assign canned responses to specific ticket categories if you need to
Community Forums ✔️
Customer forum is included with all plans
✔️
Yes
✔️
Ideas Forum comes out of the box
Custom Fields ✔️
Multiple custom field types available
✔️
Custom fields via additional database columns
✔️
Many custom field types, including dependant fields. Various privacy options.
Custom Statuses ✔️
Custom statuses are available, but no permission control
✔️
Custom statuses for tickets and incidents
✔️
Add custom statuses, customize how your customers see them and assign different colors to them
Customer satisfaction survey ✔️
For chats only
✔️
Separate satisfaction surveys, not tied to tickets
✔️
Optional CSATs in email notifications and a report
Design Customization ✔️
You can customize customer portal and knowledge base but not the ticketing system
✔️
Custom forms layouts only
✔️
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
✔️
WYSIWIG/HTML templates
✔️
You are able to completely change a template for any notification type
Escalation ✔️
Escalating manually or via routing rules
✔️
Manual or via triggers
✔️
Possible to set up various escalation scenarios via automation
Exchange Integration ✔️
IMAP only
✔️
Native integration via a plugin
✔️
Native EWS support instead of IMAP. oAuth support for Office 365
Import and Export ✔️
Tickets CSV export, users CSV import
✔️
Import/export from Excel, export to PDF
✔️
Import and Export tickets via CSV files
Internationalization ✔️
Yes, with the ability to add custom languages
✔️
Extra languages via a plugin
✔️
Available in 16 different languages
ITIL Compliance ✔️
Yes
✔️
Full ITIL/ITSM
✔️
Support for most ITIL processes
Knowledge Base ✔️
Knowledge Base and customer portal
✔️
Knowledge base and the self-service portal
✔️
Customizable Knowledge Base optimized for search engines
Live Chat ✔️
Live chat button is included
✔️
Yes
✔️
A free live chat component in the web widget
Mobile Apps ✔️
Both iOS and Android
✔️
Only via 'Now' mobile app
✔️
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
✔️
Yes, but only the highest pricing tier
✔️
A full on-premise version that runs on Windows Server
Reports and Analytics ✔️
Multiple reports and analytics included
✔️
Yes
✔️
13 reports with an ability to build your own and to export everything to Excel
REST API ✔️
API covers all the app features
✔️
Included
✔️
API covers all the app features
Single-Sign-On ✔️
Custom-built PHP solution
✔️
SAML, LDAP
✔️
SAML, Google login, Windows-integrated etc.
SLA Management ✔️
Full SLA management
✔️
SLA policies available
✔️
Full SLA automation via actions/triggers
Support Widget ✔️
Chat widget for websites
✔️
Two different versions of a web widget
Third-party Integrations ✔️
API and Integrations on $15/mo/user plan and higher
✔️
30 native integrations and 500 more via Zapier
Ticket Collaboration ✔️
Reply-history, CC
✔️
Transfer and CC, but no live updates and collision detection
✔️
See when other techs are viewing tickets in real-time, assign multiple people to a ticket
Workflow Automation ✔️
Automation Designer in the 'Now' platform
✔️
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. It comes both as a hosted "SaaS" version and an on-premise version you can install on your own server.

SaaS version on-premise version

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