LiveAgent vs Zoho Desk vs Jitbit

LiveAgent

You know how it goes when you’re juggling tickets, chats, and the occasional cliffNotes from a customer. LiveAgent shows up as a solid hub for keeping everything in one place—custom statuses that actually make sense to your team, so you’re not chasing tickets around a dozen labels. It feels like you can tailor the flow without fighting the tool, which is a small victory when you’re staring at a full inbox.

The other piece that lands well is the community forums. It’s not just a place for customers to babble; it becomes a library of solutions, with threads that help you surface common issues and share fixes. Add in the mobile apps, and you’re not stuck at a desk to keep tabs on things—alerts, replies, and updates flow with you. When you want to see how things are trending or where bottlenecks are, the Reports and Analytics give you a plain-sliced view, so you can spot patterns rather than guess.

Overall, it’s the kind of tool that wants to be useful without demanding you reorganize your whole workflow. It’s not flashy, but it sticks to what teams actually need: clear statuses, community knowledge, on-the-go access, and hands-on metrics to understand what’s actually getting done.

Zoho Desk

You know how it goes when you’re juggling a bunch of support tickets and suddenly everything starts to creep into your own inbox. Zoho Desk feels like a lightweight helper that keeps things organized without forcing you down a rigid path. It plays well with the basics—tickets, conversations, and a tidy queue—so you’re not hunting for who promised what. When things heat up, you can nudge them along with Escalation rules that push tricky issues toward the right person without you micromanaging every step.

There’s a handy Knowledge Base that grows as your team learns, so answers aren’t scattered across chats and notes. It’s easy to pull in common responses, keep articles up to date, and reference solutions on the fly. Mobile Apps mean you can peek at what’s happening on the go, which is a nice fallback when you’re away from your desk. And for the folks who prefer email, Email Notification Templates let you keep communications consistent without rewriting the same messages over and over. It’s simple, practical stuff that slots into your existing workflow without demanding a whole new setup.

	LiveAgent	Zoho Desk	Jitbit
	Powerful support suite with ticketing and chat	Good helpdesk app that tightly integrates with Zoho ecosystem	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$5220	$1200	$3897
Pricing: 3 years / 10 agents	$10440	$2400	$8367
Active Directory	✅ AD catalog integration, but no Windows-integrated 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	✅ Displays some performance metrics. Not customizable.	✅ 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	✅ It is called Macros and works the same way as canned responses.	✅ 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	❌	✅ 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	❌	✅ Optional CSATs in email notifications and a report
Design Customization	✅ You can customize customer portal and knowledge base but not the ticketing system	✅ Allows you to use custom colors and logos	✅ 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	✅ YYou can customize the email content of each event	✅ You are able to completely change a template for any notification type
Escalation	✅ Escalating manually or via routing rules	✅ Includes an ability to create automated SLAs and escalation	✅ 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	✅ Only export to CSV files	✅ Import and Export tickets via CSV files
Internationalization	✅ Yes, with the ability to add custom languages	❌	✅ Available in 16 different languages
ITIL Compliance	✅ Yes	✅ Comes with ITIL workflows	✅ Support for most ITIL processes
Knowledge Base	✅ Knowledge Base and customer portal	✅ Multi-brand customizable knowledge base	✅ 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	✅ Includes email, social media, live chat, 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	✅ Allows creation of custom reports	✅ 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	✅ Supports SAML	✅ 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	✅ Many integrations, especially with the other Zoho 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	❌	✅ A lot of automation options with a great editor	✅ 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.