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Ivanti Neurons for ITSM vs LiveChat comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Ivanti Neurons for ITSM
Ranking in Help Desk Software
12th
Ranking in IT Service Management (ITSM)
12th
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
18
Ranking in other categories
No ranking in other categories
LiveChat
Ranking in Help Desk Software
33rd
Ranking in IT Service Management (ITSM)
35th
Average Rating
9.8
Reviews Sentiment
7.6
Number of Reviews
6
Ranking in other categories
Live Chat (2nd)
 

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of Ivanti Neurons for ITSM is 1.9%, down from 2.3% compared to the previous year. The mindshare of LiveChat is 1.1%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software Mindshare Distribution
ProductMindshare (%)
Ivanti Neurons for ITSM1.9%
LiveChat1.1%
Other97.0%
Help Desk Software
 

Featured Reviews

Rajat_Srivastava - PeerSpot reviewer
Manager - Technical Support at a tech vendor with 10,001+ employees
Has helped streamline ticketing and change management while offering clear documentation support
Documentation and learning materials are available for Ivanti Neurons for ITSM, and if you check the vendor sites, you will find documents for each feature. I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited. If a user believes in Ivanti, they should also believe in all its products including Ivanti Neurons for ITSM and Neurons because they are genuinely putting in hard work. This is reflected in the documentation, though I suggest they work on creating more videos. Other than that, you will find everything you need in the community site and documentation site. On a scale of 1-10, I rate Ivanti Neurons for ITSM an 8 out of 10.
CM
CEO at a logistics company with 1-10 employees
Allows us to save automated answers to the most popular customer queries
In the past, we used help desk programs which did not do much to increase our sales funnel. All that changed with LiveChat. We are able to create a knowledge base, create tickets, and allow agents to collaborate on creating tickets, thereby improving the correspondence time and the quality of feedback that we provide to customers.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"Our First Call Close rate for the Service Desk was 70-80% once we got all the workflows and Notes and Question screens populated."
"The integrations are quite simple and clear."
"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."
"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"The main feature for us is incident management, as it assists me in knowing my assignments because we have group assignments and when we go to the group assignment they can assign it to me there."
"I majorly love the ticket and knowledge base features, which allow us to save automated answers to the most popular customer queries."
"It truly does what I need it to do and anything else I would say, I would be making it up."
"Since we started to use LC we managed to increase our customer satisfaction level, increase sales and most important thing to speed up our interaction with our customers because it's all in real time."
"Customer Service: Top notch! The support team is available all the time and have been able to solve all our questions instantly."
"Through the capabilities of LiveChat we are able to fully customise each live chat implementation to suit the goals of our clients."
"We can attribute most of our high ticket sales to this software."
 

Cons

"Currently, the solution only supports SOAP web services, but a REST interface is on the roadmap and has been confirmed for mid-next year."
"I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"The support that we're currently getting is just not there."
"There's a lack of integration with other products. This needs to be improved."
"Support needs improvement in terms of responsiveness and timeliness."
"We'd like more integration with solutions like SolarWinds."
"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."
"There have been times where Live Chat's servers have had DDOS attacks and have made communication difficult."
"I'd like to be able to create teams and filter the reports by team, in addition to the ability to currently filter by group, date, agent, tag etc."
"The service needs to be more popular than it currently is."
 

Pricing and Cost Advice

"The price is on the higher side. The support is included in the standard licensing fees."
"I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."
"The product is affordable for small businesses."
"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."
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Top Industries

By visitors reading reviews
Manufacturing Company
11%
Financial Services Firm
9%
Computer Software Company
9%
Healthcare Company
6%
Construction Company
15%
Manufacturing Company
14%
Performing Arts
8%
Media Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise3
Large Enterprise6
By reviewers
Company SizeCount
Small Business7
Midsize Enterprise1
 

Questions from the Community

What needs improvement with Ivanti Neurons for ITSM?
Areas that have room for improvement with Ivanti Neurons for ITSM might include some of the reliability with Mac devices. I've noticed sometimes it can be a bit flaky with Mac OS environments.
What is your primary use case for Ivanti Neurons for ITSM?
I use this product for patch management, remote access, and endpoint control.
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Earn 20 points
 

Also Known As

HEAT Service Management
chat.io
 

Overview

 

Sample Customers

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
Our product is used by over 29,000 companies in 140 countries worldwide. List of our customers includes brands such as: ASUS, Samsung, ING, Roku, LG Electronics, Better Business Bureau, Kaspersky Lab, Daimler, Air Asia, Tele2, Adobe, Orange, Zalora, HarveyNorman, Bombardier and many more.
Find out what your peers are saying about Ivanti Neurons for ITSM vs. LiveChat and other solutions. Updated: April 2026.
893,221 professionals have used our research since 2012.