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. | |
| Pricing: 3 years / 5 agents |
$5220
|
$8820
|
$3897
|
| Pricing: 3 years / 10 agents |
$10440
|
$17640
|
$8367
|
| 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 |
✔️
Yes
|
✔️
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
|
❌ | ❌ |
| On-premises Version | ❌ | ❌ |
✔️
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
|
| REST API |
✔️
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.
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