Freshdesk vs Groove vs Jitbit

Freshdesk

Freshdesk is an intuitive help desk software designed to streamline customer support across multiple channels. By integrating features such as Multi-channel support and a robust Knowledge Base, Freshdesk allows businesses to address customer inquiries efficiently, regardless of the platform. Users can benefit from tools like Activity Dashboards, which provide real-time insights into team performance and customer interactions, enabling better decision-making and improved service delivery.

Another standout feature of Freshdesk is its Ticket Collaboration capability, which facilitates seamless teamwork among support agents. This functionality, combined with Workflow Automation, helps ensure that tickets are managed effectively and escalated when necessary. Moreover, the use of Canned Responses allows for quick replies to common queries, enhancing response times and customer satisfaction. With options for Design Customization and Custom Fields, businesses can tailor their support experience to align with their brand and meet specific customer needs, ultimately fostering stronger relationships and driving loyalty.

Groove

Groove Help Desk Software is designed to streamline customer support by enhancing team collaboration and optimizing communication. With features like Canned Responses, support agents can efficiently address common inquiries, saving time while providing consistent answers. This not only improves response times but also allows teams to focus on more complex customer issues. Additionally, Groove’s Design Customization options enable businesses to tailor the look and feel of the support interface, aligning it with their brand identity and creating a seamless customer experience.

Another key aspect of Groove is its Knowledge Base, which empowers users to find answers independently, reducing the volume of incoming tickets. This feature enhances user satisfaction by providing readily accessible information. Moreover, Groove's robust Reporting and Analytics tools allow organizations to track performance metrics and identify areas for improvement, fostering a data-driven approach to customer service. With easy Import and Export capabilities, businesses can transition to Groove without losing valuable historical data, making it a practical choice for support teams looking to enhance their operations.

	Freshdesk	Groove	Jitbit
	Fully featured help desk app	A simple app to replace your shared mailbox	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$17820	$5220	$3897
Pricing: 3 years / 10 agents	$35640	$10440	$8367
Active Directory	✅ Possible to authenticate users via SAML	❌	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	✅ Dashboard offers an overview of your KPIs	❌	✅ Live overview dashboard
Asset Management	❌	❌	✅ A complete asset management module tightly integrated into the rest of the app
Canned Responses	✅ Insert pre-formatted replies in responses	✅ Has standard canned replies features	✅ You can also assign canned responses to specific ticket categories if you need to
Community Forums	✅ Built-in forums on Garden plan or higher	❌	✅ Ideas Forum comes out of the box
Custom Fields	✅ Multiple types of custom fields, including dependant custom fields with various permission settings	❌	✅ Many custom field types, including dependant fields. Various privacy options.
Custom Statuses	✅ You can easily add custom statuses in addition to the built-in ones	❌	✅ Add custom statuses, customize how your customers see them and assign different colors to them
Customer satisfaction survey	✅ CSATs are a part of Garden plan or higher	❌	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Complete customization of public facing pages	✅ Can only customize the web widget	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	❌	❌	✅ You are able to completely change a template for any notification type
Escalation	✅ Possible to set up with automation features	❌	✅ Possible to set up various escalation scenarios via automation
Exchange Integration	❌	❌	✅ Native EWS support instead of IMAP. oAuth support for Office 365
Import and Export	✅ Export tickets to CSV or Excel. Import via API.	✅ Only via API	✅ Import and Export tickets via CSV files
Internationalization	❌	❌	✅ Available in 16 different languages
ITIL Compliance	❌	❌	✅ Support for most ITIL processes
Knowledge Base	✅ Customizable knowledge base is a part on every plan	✅ Good Knowledge Base with basic customization	✅ Customizable Knowledge Base optimized for search engines
Live Chat	❌	✅ Live chat via the widget	✅ A free live chat component in the web widget
Mobile Apps	✅ iOS and Android	❌	✅ iOS and Android
Multi-channel support	✅ Email, social, web and phone	❌	✅ Possible to add unlimited channels via integrations and API
On-premise Version	❌	❌	✅ A full on-premises version that runs on Windows Server
Reports and Analytics	✅ A lot of reports and analytics tools	✅ Some basic reports on tickets and KB	✅ 13 reports with an ability to build your own and to export everything to Excel
REST API	✅ Well documented APIs for every app feature	✅ You are able to access most features via API	✅ API covers all the app features
Single-Sign-On	✅ SAML protocol is supported	❌	✅ SAML, Google login, Windows-integrated etc.
SLA Management	✅ Allows you to define SLA policies for various ticket priorities	❌	✅ Full SLA automation via actions/triggers
Support Widget	✅ Comes with a widget for your site	✅ Web widget with live chat	✅ Two different versions of a web widget
Third-party Integrations	✅ Has an app marketplace where you can get integrations as add-ons	✅ Around 20 integrations with the most popular apps	✅ 30 native integrations and 500 more via Zapier
Ticket Collaboration	✅ Nested and linked tickets, shared ownership, field teams	❌	✅ See when other techs are viewing tickets in real-time, assign multiple people to a ticket
Workflow Automation	✅ Rich automation features	❌	✅ 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.