LiveAgent vs Zendesk vs Jitbit


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.


Zendesk is the most popular help desk app on the market. It offers every possible feature (although some of them come as paid add-ons), but it can also be a downside. Some would describe Zendesk's interface as bloated and it definitely has a significant learning curve for your team. Zendesk offers a lot of integrations with other apps, so it will undoubtedly integrate in your existing infrastructure very well. It can also get quite pricy for bigger teams. Professional plan is used in the comparison.

LiveAgent Zendesk Jitbit
Powerful support suite with ticketing and chat The most popular help desk app out there Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
3 years / 5 agents
3 years / 10 agents
Active Directory ✔️
AD catalog integration, but no Windows-integrated authentication
Active Directory authentication is possible if you install a special script on your server
Integration via a script for your server or ADFS and SAML
Activity Dashboard ✔️
There's a dashboard report, but it's not live-updated
You can put data from some reports into your dashboard
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
Macros allow you to respond to tickets with a pre-written message.
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 ✔️
Multiple custom field types available
You can add custom fields and use them with other features such as automation, macros, etc.
Many custom field types, including dependant fields. Various privacy options.
Custom Statuses ✔️
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 ✔️
For chats only
Only on Professional plan or higher
Optional CSATs in email notifications and a report
Design Customization ✔️
You can customize customer portal and knowledge base but not the ticketing system
You can customize the public-facing pages, but not what your employees see
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
You can fully customize most email templates for notifications that your customers get
You are able to completely change a template for any notification type
Escalation ✔️
Escalating manually or via routing rules
Possible to escalate tickets with workflow automation features
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 ✔️
Tickets CSV export, users CSV import
Starting with Professional plan you can export your tickets to an XML file. Import only possible via API.
Import and Export tickets via CSV files
Internationalization ✔️
Yes, with the ability to add custom languages
UI is not translatable. You can provide content, such as Knowledge Base articles in multiple languages on Professional plan
Available in 16 different languages
ITIL Compliance ✔️
Claims to be designed with ITIL principles in mind
Support for most ITIL processes
Knowledge Base ✔️
Knowledge Base and customer portal
Basic version comes with Professional plan. Full version is only available as a separate add-on
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 ✔️
Both iOS and Android
Offers apps for iOS and Android
iOS and Android
Multi-channel support ✔️
Email, chat, social networks
A lot of support channels are built-in in the app: email, Twitter, Facebook, etc.
Possible to add unlimited channels via integrations and API
On-premise Version ✔️
Downloadable license available
A full on-premises version that runs on Windows Server
Reports and Analytics ✔️
Multiple reports and analytics included
Reports are only available on Professional plan or higher
13 reports with an ability to build your own and to export everything to Excel
API covers all the app features
Fully featured API on all plans
API covers all the app features
Single-Sign-On ✔️
Custom-built PHP solution
Most standard SSO options are available
SAML, Google login, Windows-integrated etc.
SLA Management ✔️
Full SLA management
SLA features are natively supported in the app
Full SLA automation via actions/triggers
Support Widget ✔️
Chat widget for websites
Web widget and Mobile SDK
Two different versions of a web widget
Third-party Integrations ✔️
API and Integrations on $15/mo/user plan and higher
Hundreds of integrations with all popular apps
30 native integrations and 500 more via Zapier
Ticket Collaboration ✔️
Reply-history, CC
Light agents, side conversations and CCs and followers
See when other techs are viewing tickets in real-time, assign multiple people to a ticket
Workflow Automation ✔️
Powerful engine that allows you to automate any business process
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.

SaaS version on-premises version

Check out other comparisons

Freshdesk vs. Groove vs. Jitbit
Freshdesk vs. HappyFox vs. Jitbit
Freshdesk vs. Helpscout vs. Jitbit
Freshdesk vs. Jira Service Desk vs. Jitbit
Freshdesk vs. LiveAgent vs. Jitbit
Freshdesk vs. ServiceNow vs. Jitbit
Freshdesk vs. Zendesk vs. Jitbit
Freshdesk vs. Zoho Desk vs. Jitbit
Groove vs. HappyFox vs. Jitbit
Groove vs. Helpscout vs. Jitbit
Groove vs. Jira Service Desk vs. Jitbit
Groove vs. LiveAgent vs. Jitbit
Groove vs. ServiceNow vs. Jitbit
Groove vs. Zendesk vs. Jitbit
Groove vs. Zoho Desk vs. Jitbit
HappyFox vs. Helpscout vs. Jitbit
HappyFox vs. Jira Service Desk vs. Jitbit
HappyFox vs. LiveAgent vs. Jitbit
HappyFox vs. ServiceNow vs. Jitbit
HappyFox vs. Zendesk vs. Jitbit
HappyFox vs. Zoho Desk vs. Jitbit
Helpscout vs. Jira Service Desk vs. Jitbit
Helpscout vs. LiveAgent vs. Jitbit
Helpscout vs. ServiceNow vs. Jitbit
Helpscout vs. Zendesk vs. Jitbit
Helpscout vs. Zoho Desk vs. Jitbit
Jira Service Desk vs. LiveAgent vs. Jitbit
Jira Service Desk vs. ServiceNow vs. Jitbit
Jira Service Desk vs. Zendesk vs. Jitbit
Jira Service Desk vs. Zoho Desk vs. Jitbit
LiveAgent vs. ServiceNow vs. Jitbit
LiveAgent vs. Zendesk vs. Jitbit
LiveAgent vs. Zoho Desk vs. Jitbit
ServiceNow vs. Zendesk vs. Jitbit
ServiceNow vs. Zoho Desk vs. Jitbit
Zendesk vs. Zoho Desk vs. Jitbit