LiveAgent vs Zoho Desk 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.

Zoho Desk

Zoho Desk is great choice of a helpdesk app especially if you already use other Zoho apps. It comes with all the standard features and offers a great automation engine. Professional plan is used in the comparison.

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.
3 years / 5 agents
$5220
$1200
$3897
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-premise 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. 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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