LiveAgent vs Zoho Desk vs Jitbit

LiveAgent

LiveAgent is a versatile help desk software designed to enhance customer support operations across various industries. With its multi-channel support, businesses can seamlessly manage inquiries from email, live chat, and social media, ensuring a consistent and efficient response system. The Activity Dashboard provides real-time insights into team performance and ticket status, enabling organizations to optimize their workflow and prioritize tasks effectively. By utilizing features like Canned Responses and Custom Fields, support agents can streamline their interactions, delivering timely and personalized assistance to customers.

Additionally, LiveAgent offers robust integration options, including Exchange Integration and REST API capabilities, making it easy to connect with other tools and platforms your team may already be using. The software also supports ITIL compliance, ensuring that your support processes align with best practices for effective service management. With features like Customer Satisfaction Surveys and detailed Reporting and Analytics, businesses can continuously assess their support effectiveness and make informed decisions to improve customer experience. Overall, LiveAgent empowers organizations to provide comprehensive support while maintaining flexibility and efficiency.

Zoho Desk

Zoho Desk offers a comprehensive help desk software solution designed to enhance customer support experiences through its robust features and user-friendly interface. One of its standout attributes is the Activity Dashboard, which provides real-time insights into team performance and ticket status, allowing support agents to prioritize tasks effectively. This visibility is crucial for organizations aiming to streamline their operations and improve response times.

The platform also includes Canned Responses, enabling support teams to quickly address common inquiries without sacrificing personalization. This feature, combined with ITIL compliance, ensures that businesses can adhere to industry best practices while maintaining efficient service delivery. Furthermore, Zoho Desk's multi-channel support allows customers to reach out through various platforms, enhancing accessibility and improving overall satisfaction. With powerful reporting and analytics capabilities, organizations can analyze performance metrics, identify trends, and make data-driven decisions to continuously refine their support strategies. By integrating these features, Zoho Desk positions itself as a versatile tool that aligns with the evolving needs of customer service teams.

	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.