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 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. | |
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.
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