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 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. | |
| Pricing: 3 years / 5 agents |
$5220
|
$18000
|
$3897
|
| Pricing: 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
|
❌ |
| On-premises Version | ❌ | ❌ |
✔️
A full on-premises 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. Available both as a hosted "SaaS" version and an on-premises version you can install on your own server.
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