Home/Help Desk Software/LiveAgent vs osTicketUpdated on: March 29, 2024

Compare LiveAgent vs osTicket

97% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
LiveAgent
LiveAgent Help Desk Software (1242 Ratings)
96% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
96% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Jitbit Helpdesk
Jitbit Helpdesk Help Desk Software (137 Ratings)
92% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Zendesk Support
Zendesk Support Help Desk Software (685 Ratings)
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97% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
LiveAgent

LiveAgent

Help Desk Software (1242 Ratings)
96% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
96% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Jitbit Helpdesk

Jitbit Helpdesk

Help Desk Software (137 Ratings)
92% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More Remove
Zendesk Support

Zendesk Support

Help Desk Software (685 Ratings)
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Overview

Summary

Discover the ultimate customer service solution tailored for small and medium businesses with multifaceted platform, designed to streamline the support and engagement processes. The software simplifies customer interactions by seamlessly converging various communication streams—converting emails into trackable tickets, facilitating real-time conversations through a chat messenger, and efficiently managing phone calls with routing and callback features. Ensuring round-the-clock availability, the platform offers unparalleled 24/7 support in 39 languages. The integration of gamification elements like Rewards and Badges motivates support team to excel, while the mobile app ensures accessibility on Android and iOS devices, keeping connected in minutes. Social media connectivity with platforms like Facebook and Twitter empowers to keep a pulse on the brand's online presence and swiftly attend to client inquiries. Elevate business's customer service experience with the versatile help desk software. ..show more

osTicket is an open-source helpdesk management software solution that offers both IT asset management and ticket management within the same head. The software is most suited for small and medium-sized enterprise customers. It offers a built-in portal for customers to submit their tickets and track the request status. The auto-assign option helps in automatically routing incoming tickets to the most appropriate departments and members according to their descriptions. On successful submission of tickets, an automated email response is sent out to the customers to keep them posted about the latest update on the queries/issues. osTicket also offers an interactive dashboard and different reporting modules that allow teams to prepare customized reports. The data-rich reports are crucial for the IT department and can be used to gain complete insight into the helpdesk operations like ticket handling procedures, and staffing levels. Additional features such as powerful ticket filter, help topics library ticket locking mechanism to avoid dual response, etc. make os Ticket a complete helpdesk package for enterprises. ..show more

Jitbit Helpdesk is a ticketing system and helpdesk software meant for your IT, SaaS and email-based businesses. It is easy to use and provides thorough support to customers. It enables you to send emails to the helpdesk and start managing the raised tickets. SaaS and IT versions integrate with over 500+ applications like mailboxes, Google Drive, etc. There is also a cloud version that is secure, powerful and easy to set up. The software comes with apps across both Android and iOS devices where customers can keep viewing the details of the ticket until it is resolved. The helpdesk automation feature of Jitbit helps you to have control over your raised tickets. Its team mailbox allows you to prioritise your tickets. With this app, users can type innovative replies for knowledge-based articles. The software allows you to seek feedback from customers through the ‘Ideas’ forum. Moreover, you can also sign-in to your Google Account from the Azure account. You can manage your IT service request tickets by its IT ticketing system. The app is customisable and you can easily monitor your organisation’s assets. ..show more

Zendesk Support is a customer support solution that centralizes all customer queries and interactions in one place. Customer support agents can access all customer data in a single interface so they have the complete history of any interactions, and can provide a more personalized and complete resolution to the issue. Zendesk Support can bring together support data and interactions from multiple channels, and also allows customers to submit support requests through the channel of their choice. The agent support tools allow customer queries to be submitted directly to the right agent with the right skills and knowledge to answer the request. Customer support agents can also collaborate with other teams to get the necessary information to best resolve issues. Zendesk Supports helps improve support agents’ response time by guiding them directly from one ticket to the next, which also avoids them cherry picking certain ticket types. ..show more

Features

AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Automated Routing It helps in automatically directing queries and data to the appropriate agent.

Community Forums Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Concurrent Calling Allows to place more calls simultaneously without reducing call quality.

Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement

Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences.

Document Storage Helps in storing the documents electronically and in a systematic way

Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Known Issue Management Helps to tackle and to manage familiar issues or routine challenges

Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online

Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Multi-Channel Communication Helps in receiving queries and offering help through multiple channels

Multi-language Support Available in multiple languages to support global customers

Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Social Media Integration Enables integrating the software with social media for better reach and coverage

Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

TECHNICAL DETAILS

Access Monitoring

24/7 (Live rep)

Business Hours

Online

Contact Number/Address

Bratislava, Slovakia / +421 2 33 456 826

Alexandria, Louisiana / +1 318-290-3674

Edinburgh, Scotland - BH16 6FH / +1 646-397-7708

San Francisco, California / +1 415-418-7506

API

Deployment

SaaS/Web/Cloud

Mobile - Android

Mobile - iOS

Mobile - Windows

Mobile - BlackBerry

Installed - Windows

Installed - Mac

Customers

Individuals

Freelancers

Large Enterprises

Medium Business

Small Business

Pricing

Pricing Model

Free Trial

Freemium

One-time license

Open-source

Subscription

Quotation Based

Plans

Small Business
$15 /User/Month

An advanced plan with less limits and more features

Features

  • 3 email accounts
  • 2 Live chat buttons
  • 10 departments
  • 1 Knowledge base
  • 50 Event rules
  • Customer service
  • White Glove Setup
Medium Business
$35 /User/Month

A versatile and balanced plan for full-scale customer support

Features

  • Includes features of Small Business plan, plus
  • 10 email accounts
  • 5 Live chat buttons
  • Call center support
  • 20 departments
  • Custom domain parking
  • 150 Event rules
  • 30 Time rules
  • 10 SLA rules
  • Reports
  • Product training
Large Business
$59 /User/Month

An all-inclusive plan with sky high limits and full capabilities

Features

  • Includes features of Medium Business plan, plus
  • 150 email accounts
  • 50 Live chat buttons
  • 3 Whatsapp numbers (New)
  • 150 Departments
  • 3 Knowledge bases
  • 500 Event rules
  • 100 Time rules
  • 50 SLA rules
  • Time tracking report
  • Audit log
  • Custom roles
Enterprise
$85 /User/Month

A full-scale solution with extra support & exclusive services

Features

  • Includes features of Large plan, plus
  • 500 email accounts
  • 100 Live chat buttons
  • 3+ Whatsapp numbers
  • 300 Departments
  • 10 Knowledge bases
  • 1000 Event rules
  • 200 Time rules
  • 100 SLA rules
  • Branding Free
  • Senior account manager
  • Priority support
  • Assisted channels integrations
  • Custom billing setup
View Price Page
Open Source
Free

Features

  • Community Support
  • Email Integration Supported
Cloud Hosted
$12 /User/Month

Features

  • Powered by a support system
  • Email Integration Supported
  • Email & phone ongoing support
  • Free Walk-through Session
  • Managed Upgrades & Maintenance
  • Rock-solid infrastructure, guaranteed uptime
  • Daily Backups, Redundant Platform
Virtual Appliance
Custom

Features

  • Includes everything in Cloud-hosted plan, plus
  • Customized to fit your business needs
View Price Page
Freelancer
$29 /Month

The essentials to provide basic support for clients

Features

  • 1 agent
  • Unlimited storage
  • All the core features
  • iOS/Android apps
  • Custom domain
Startup
$69 /Month

For aspiring teams getting traction

Features

  • 4 agents
  • Unlimited storage
  • All the core features
  • iOS/Android apps
  • Custom domain
Company
$129 /Month

Established profitable businesses

Features

  • 7 agents
  • Unlimited storage
  • All the core features
  • iOS/Android apps
  • Custom domain
  • Downloadable backup
Enterprise
$249 /Month

Big and serious enterprises with thousands of clients

Features

  • 9 agents, $29 extra
  • Unlimited storage
  • All the core features
  • iOS/Android apps
  • Custom domain
  • Downloadable backup
  • Hide "powered by Jitbit"
  • Expedited support
  • HIPAA compliance, BAA
Small (For Your Server)
$2199 Others

Medium sized support teams

Features

  • 10 agents
  • Free upgrades for 1 year
  • Perpetual license
Company (For Your Server)
$3799 Others

For established profitable businesses

Features

  • 20 agents
  • Free upgrades for 1 year
  • Perpetual license
  • iOS/Android apps
  • API, SAML
Enterprise (For Your Server)
$6499 Others

For enterprise-scale internal & external support

Features

  • Unlimited agents
  • Free upgrades for 1 year
  • Perpetual license
  • iOS/Android apps
  • API, SAML
  • Expedited support
Source Codes
Custom

Need to review and modify the source codes

Features

  • Unlimited agents
  • Free upgrades for 1 year
  • Perpetual license
  • iOS/Android apps
  • API, SAML
  • Expedited support
  • Source codes included
View Price Page
Suite Team
$59 /User/Month

Features

  • Industry-leading ticketing system
  • Messaging across web, mobile and social
  • Email, voice, SMS, and live chat support
  • Help center - Single
  • Easy-to-set up automations & workflows
  • AI-powered automated answers - Up to 50
  • Unified agent workspace
  • Routing based on agent status and capacity
  • Reporting and analytics: PreBuilt
  • Data and file storage: Standard
  • 1,000+ apps and integrations: PreBuilt
  • Robust APIs: Standard Rate Limit
  • Online support from the Zendesk team
  • Onboarding and adoption guidance
Suite Growth
$99 /User/Month

Features

  • Includes features of Suite Team plan, plus
  • Help center - Multiple
  • Easy-to-set up automations and workflows with additional options
  • AI-powered automated answers - Up to 100
  • Data and file storage: Intermediate
  • 1,000+ apps and integrations: PreBuilt and Custom
  • Robust APIs: Advanced Rate Limit
  • Self-service customer portal
  • AI-powered knowledge management
  • Customisable ticket layouts
  • Light access licenses: Upto 50
  • Service Level Agreement (SLA) management
  • Multilingual support and content
Suite Professional
$125 /User/Month

Features

  • Includes features of Suite Growth plan, plus
  • AI-powered automated answers - Up to 500
  • Routing based on agent status, capacity and skills, as well as conversation priority
  • Reporting and analytics - Prebuilt and Custom
  • Light access licenses: Upto 100
  • Live agent activity dashboard: Viewable
  • Integrated community forums
  • Private conversation threads
  • Customisable and shareable dashboards
  • Advanced voice capabilities
  • Data Location Options
  • HIPAA compliance
  • Events Connector for Amazon Web Services
Suite Enterprise
$199 /User/Month

Features:

  • All the core elements needed for excellent customer support, and
  • Custom team roles and permissions
  • Advanced knowledge management
  • Customizable agent workspaces
  • Customizable branding for web conversations
  • Light access licenses - Upto 1000
  • Live data and external dashboard sharing
  • Live agent activity dashboard - Customisable, agent capacity, plus live agent status drill-in
  • Sandbox environment for change management
  • Robust APIs - Enterprise Rate Limit
  • AI-powered triage and conversation insights - Retail Only
View Price Page

SCREENSHOTS

LiveAgent Screenshots
View 14 screenshot(s)
osTicket Screenshots
View 11 screenshot(s)
Jitbit Helpdesk Screenshots
View 4 screenshot(s)
Zendesk Support Screenshots

INTEGRATIONS

  • Formidable Forms
  • Silverstripe CMS
  • Slack
  • uKit Website Builder
  • Insightly
  • Meetingbird
  • ClickFunnels
  • Vonage Business
  • Trello
  • Google Sheets
  • PayPal
  • vCita
  • Zapier
  • Vtiger
  • Flowroute
  • Post Affiliate Pro
  • Nicereply
  • Shift4Shop
  • Google Calendar
  • Stripe Payments
  • MailChimp
  • Braintree Direct
  • GetResponse
  • ConvergeHub
  • Jira
  • Agile CRM
  • ProjectManager.com
  • Gmail
  • ManyChat
  • Webflow
  • monday.com
  • CS-Cart
  • Clockify
  • Asana
  • CloudApp
  • BigCommerce
  • ClickUp
  • AWeber
  • Volusion
  • CloudTalk
  • SharpSpring
  • Delighted
  • Weebly
  • Google Forms
  • Simplesat
  • 2Checkout
  • SendPulse
  • Sinch
  • Xero
  • Intercom
  • WordPress
  • Joomla
  • Ucraft
  • Wix
  • ClickSend
  • Drupal
  • ActiveCampaign
  • MySQL
  • RingCentral Office
  • Gravity Forms
  • Pabbly Connect
  • Twilio Flex
  • SugarCRM Survey Rocket
  • Microsoft Exchange Server
  • Giphy
  • OpenCart
  • PrestaShop
  • Close
  • X-Cart
  • Squarespace
  • Klaviyo
  • WooCommerce
  • HubSpot CRM
  • Google Analytics
  • TimeCamp
  • Process Street
  • Salesflare
  • Shopify
  • Pipedrive CRM
  • GitHub
  • Wix
  • Slack
  • Jira
  • WordPress
  • Visual Studio IDE
  • Dropbox Business
  • Asana
  • Slack
  • SurveyMonkey
  • GitHub
  • Trello
  • GitLab
  • Harvest
  • Google Drive
  • Zapier
  • Jira
    NA

ALTERNATIVES

Top alternatives to LiveAgent

Freshdesk Contact Center (Formerly Freshcaller)
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
Zendesk Talk
Freshdesk
Freshdesk
SysAid
SysAid
Zoho Desk
Zoho Desk

Top alternatives to osTicket

OTRS
OTRS
Request Tracker
Request Tracker
Spiceworks Network Monitor
Spiceworks Network Monitor
GLPI
GLPI
UVdesk
UVdesk