Freshdesk vs HappyFox vs Jitbit

Freshdesk

Freshdesk is a versatile help desk software designed to streamline customer support operations across various channels. Its powerful multi-channel support feature allows businesses to manage inquiries from email, phone, chat, and social media all in one place, enhancing response times and improving customer satisfaction. With the Activity Dashboard, support teams can easily track performance metrics and workload, enabling them to allocate resources effectively and prioritize high-impact tasks.

One of Freshdesk's standout capabilities is its robust Knowledge Base, which empowers customers to find answers independently, reducing the volume of incoming tickets. Additionally, the use of Canned Responses helps agents respond quickly to common questions, fostering efficient communication. Freshdesk also integrates seamlessly with Active Directory for simplified user management, while the mobile apps ensure that support teams can stay connected and responsive, even on the go. By utilizing features like Workflow Automation and Custom Fields, organizations can tailor the platform to meet their unique operational needs, ultimately leading to improved efficiency and a better overall customer experience.

HappyFox

HappyFox is a versatile help desk software designed to streamline customer support operations while enhancing team collaboration. One of its standout features is the Activity Dashboard, which provides a comprehensive overview of ongoing support tickets, enabling teams to prioritize and respond more efficiently. With multi-channel support, HappyFox allows businesses to manage inquiries from email, chat, and social media all in one place, ensuring that no customer interaction goes unnoticed.

In addition to its robust ticket management capabilities, HappyFox offers powerful Asset Management tools that help track and manage company assets, making it easier to handle customer requests related to equipment or software. The platform also supports Custom Fields and Custom Statuses, allowing organizations to tailor the ticketing process to their specific needs. With built-in Canned Responses, support teams can quickly address common queries, enhancing response times and improving overall customer satisfaction. Coupled with the option for SLA Management and thorough Reports and Analytics, HappyFox empowers teams to deliver consistent support while continuously refining their approach based on insightful data.

	Freshdesk	HappyFox	Jitbit
	Fully featured help desk app	Popular cloud based support app	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$17820	$5400	$3897
Pricing: 3 years / 10 agents	$35640	$10800	$8367
Active Directory	✅ Possible to authenticate users via SAML	✅ Only via ADFS/SAML	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	✅ Dashboard offers an overview of your KPIs	✅ Realtime dashboards	✅ Live overview dashboard
Asset Management	❌	✅ Yes, software and hardware assets	✅ A complete asset management module tightly integrated into the rest of the app
Canned Responses	✅ Insert pre-formatted replies in responses	✅ Canned actions for frequent replies	✅ You can also assign canned responses to specific ticket categories if you need to
Community Forums	✅ Built-in forums on Garden plan or higher	✅ Forum included with higher plans	✅ Ideas Forum comes out of the box
Custom Fields	✅ Multiple types of custom fields, including dependant custom fields with various permission settings	✅ Custom ticket text-fields for managing additional data	✅ 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	✅ Additional ticket statuses	✅ 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	✅ Rating survey only on 'Enterprise' plan and higher	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Complete customization of public facing pages	✅ Customizable customer-facing support portal only	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	❌	✅ Customizable templates on all plans	✅ You are able to completely change a template for any notification type
Escalation	✅ Possible to set up with automation features	✅ Yes, manual and automatic	✅ 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.	✅ Export tickets only, import users only	✅ Import and Export tickets via CSV files
Internationalization	❌	✅ Multilingual	✅ Available in 16 different languages
ITIL Compliance	❌	❌	✅ Support for most ITIL processes
Knowledge Base	✅ Customizable knowledge base is a part on every plan	✅ Full self-service portal with FAQ	✅ Customizable Knowledge Base optimized for search engines
Live Chat	❌	✅ Separate sub-product	✅ A free live chat component in the web widget
Mobile Apps	✅ iOS and Android	✅ iOS and Android	✅ iOS and Android
Multi-channel support	✅ Email, social, web and phone	✅ Email, chat, social media + API	✅ 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	✅ Yes, reports and exports	✅ 13 reports with an ability to build your own and to export everything to Excel
REST API	✅ Well documented APIs for every app feature	✅ Present	✅ API covers all the app features
Single-Sign-On	✅ SAML protocol is supported	✅ SAML	✅ SAML, Google login, Windows-integrated etc.
SLA Management	✅ Allows you to define SLA policies for various ticket priorities	✅ SLA groups and evaluation	✅ Full SLA automation via actions/triggers
Support Widget	✅ Comes with a widget for your site	✅ Ticket creation forms for websites	✅ Two different versions of a web widget
Third-party Integrations	✅ Has an app marketplace where you can get integrations as add-ons	✅ Impressive catalog of apps supported	✅ 30 native integrations and 500 more via Zapier
Ticket Collaboration	✅ Nested and linked tickets, shared ownership, field teams	✅ Real-time agent collision detection (on 'Enterprise' plan and higher)	✅ See when other techs are viewing tickets in real-time, assign multiple people to a ticket
Workflow Automation	✅ Rich automation features	✅ Smart rules for workflow automation	✅ 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.