Jira Service Desk vs ServiceNow vs Jitbit

Jira Service Desk

Jira Service Desk is a comprehensive help desk software designed to streamline IT service management while enhancing user experience. Its integration with Active Directory simplifies user management, allowing for seamless access control and authentication. With robust SLA management features, teams can set clear expectations for service delivery, ensuring timely responses and resolutions that improve customer satisfaction. The customizable activity dashboard provides insights into team performance, helping organizations identify areas for improvement and optimize workflows.

One of the standout features of Jira Service Desk is its ability to create custom fields and statuses tailored to specific business needs. This flexibility allows teams to adapt the software to their unique processes, enhancing efficiency and communication. Additionally, the built-in knowledge base empowers customers to find answers independently, reducing ticket volume and improving self-service capabilities. With mobile app access and third-party integrations, Jira Service Desk supports a connected and responsive customer support environment, making it a valuable tool for organizations seeking to enhance their service delivery.

ServiceNow

ServiceNow is a comprehensive help desk software solution designed to streamline IT service management and enhance operational efficiency. One of its standout features is the Activity Dashboard, which provides real-time insights into ticket status, enabling teams to track performance and make data-driven decisions. With robust Asset Management capabilities, organizations can effectively monitor and manage their IT assets, ensuring optimal utilization and reducing unnecessary costs. Additionally, ServiceNow supports ITIL compliance, helping businesses align their IT services with best practices and improving overall service delivery.

The platform also emphasizes user engagement through Community Forums and Knowledge Base access, allowing users to share insights and solutions. This collaborative environment fosters quicker resolution times and enhances customer satisfaction. With Workflow Automation, teams can automate routine tasks, reducing manual effort and minimizing errors. Furthermore, the integration of Single-Sign-On and Active Directory simplifies user access and enhances security, making it easier for teams to focus on delivering exceptional service. Overall, ServiceNow offers a tailored approach to IT service management, promoting efficiency and satisfaction across the organization.

	Jira Service Desk	ServiceNow	Jitbit
	Customize everything to suit your needs	Enterprise-class ITSM solution	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$6000	$18000	$3897
Pricing: 3 years / 10 agents	$12000	$36000	$8367
Active Directory	✅ Not on the SaaS version	✅ LDAP, SAML authentication	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	✅ Ability to create custom dashboards	✅ Live activity dashboard	✅ Live overview dashboard
Asset Management	❌	✅ Full fledged asset management with automated discovery	✅ A complete asset management module tightly integrated into the rest of the app
Canned Responses	❌	✅ Response templates	✅ You can also assign canned responses to specific ticket categories if you need to
Community Forums	❌	✅ Yes	✅ Ideas Forum comes out of the box
Custom Fields	✅ Various custom field options	✅ Custom fields via additional database columns	✅ Many custom field types, including dependant fields. Various privacy options.
Custom Statuses	✅ You can create custom statuses and customize how your customers see them	✅ Custom statuses for tickets and incidents	✅ Add custom statuses, customize how your customers see them and assign different colors to them
Customer satisfaction survey	✅ CSATs come out of the box along with the nessesary reports	✅ Separate satisfaction surveys, not tied to tickets	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Customize colors and upload a logo. No custom CSS or JS	✅ Custom forms layouts only	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	✅ A lot of template settings and customization	✅ WYSIWIG/HTML templates	✅ You are able to completely change a template for any notification type
Escalation	✅ Multiple ways to set up a ticket escalation	✅ Manual or via triggers	✅ Possible to set up various escalation scenarios via automation
Exchange Integration	❌	✅ Native integration via a plugin	✅ Native EWS support instead of IMAP. oAuth support for Office 365
Import and Export	✅ Import and export to CSV or JSON	✅ Import/export from Excel, export to PDF	✅ Import and Export tickets via CSV files
Internationalization	✅ Translate email templates and field names	✅ Extra languages via a plugin	✅ Available in 16 different languages
ITIL Compliance	✅ Jira is ITIL certified	✅ Full ITIL/ITSM	✅ Support for most ITIL processes
Knowledge Base	✅ Full-featured and searchable customer self-service portal	✅ Knowledge base and the self-service portal	✅ Customizable Knowledge Base optimized for search engines
Live Chat	❌	✅ Yes	✅ A free live chat component in the web widget
Mobile Apps	✅ Great mobile apps for all platforms	✅ Only via 'Now' mobile app	✅ iOS and Android
Multi-channel support	❌	❌	✅ Possible to add unlimited channels via integrations and API
On-premise Version	✅ Comes with an installable version built on Java	✅ Yes, but only the highest pricing tier	✅ A full on-premises version that runs on Windows Server
Reports and Analytics	✅ Ability to built custom reports	✅ Yes	✅ 13 reports with an ability to build your own and to export everything to Excel
REST API	✅ Complete API with oAuth	✅ Included	✅ API covers all the app features
Single-Sign-On	❌	✅ SAML, LDAP	✅ SAML, Google login, Windows-integrated etc.
SLA Management	✅ SLA support out of the box	✅ SLA policies available	✅ Full SLA automation via actions/triggers
Support Widget	✅ Web widget for your site	❌	✅ Two different versions of a web widget
Third-party Integrations	✅ Marketplace with hundreds of apps, paid and free	❌	✅ 30 native integrations and 500 more via Zapier
Ticket Collaboration	❌	✅ Transfer and CC, but no live updates and collision detection	✅ See when other techs are viewing tickets in real-time, assign multiple people to a ticket
Workflow Automation	✅ Support for simple WHEN/IF/THEN logic	✅ Automation Designer in the 'Now' platform	✅ 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.