Jira Service Desk vs Zoho Desk vs Jitbit

Jira Service Desk

Jira Service Desk is a powerful help desk software designed to streamline IT service management and enhance customer support workflows. With its seamless integration with Active Directory, organizations can easily manage user access and permissions, ensuring that the right team members have the necessary tools at their fingertips. The platform's customizable fields and statuses allow businesses to tailor their ticketing system to match specific operational needs, improving efficiency and response times.

The Activity Dashboard provides a comprehensive view of ongoing tasks and performance metrics, enabling teams to stay on top of service requests and track their progress effectively. Additionally, the built-in customer satisfaction survey feature helps gather valuable feedback, ensuring continuous improvement in service delivery. Jira Service Desk also supports workflow automation, reducing manual tasks and minimizing errors, which ultimately contributes to a more efficient support environment. With extensive reporting and analytics capabilities, organizations can gain insights into their support processes, facilitating informed decision-making and strategic planning.

Zoho Desk

Zoho Desk is a robust help desk software designed to enhance customer support operations across various channels. Its Activity Dashboard provides a comprehensive overview of ongoing support tickets, allowing teams to prioritize tasks efficiently and improve response times. With multi-channel support, users can seamlessly manage customer inquiries coming from email, social media, and live chat, ensuring that no customer query goes unanswered.

One of the standout features of Zoho Desk is its Knowledge Base, which empowers customers to find solutions independently, reducing the volume of tickets and streamlining support processes. Additionally, the software offers Workflow Automation, enabling teams to create customized workflows that minimize manual tasks and enhance productivity. With Canned Responses, support agents can quickly respond to common inquiries, ensuring consistent communication and faster resolutions. Zoho Desk's ITIL compliance and SLA Management tools further help organizations adhere to best practices in service management, fostering better collaboration and accountability within support teams.

	Jira Service Desk	Zoho Desk	Jitbit
	Customize everything to suit your needs	Good helpdesk app that tightly integrates with Zoho ecosystem	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$6000	$1200	$3897
Pricing: 3 years / 10 agents	$12000	$2400	$8367
Active Directory	✅ Not on the SaaS version	❌	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	✅ Ability to create custom dashboards	✅ Displays some performance metrics. Not customizable.	✅ Live overview dashboard
Asset Management	❌	❌	✅ A complete asset management module tightly integrated into the rest of the app
Canned Responses	❌	✅ It is called Macros and works the same way as canned responses.	✅ You can also assign canned responses to specific ticket categories if you need to
Community Forums	❌	❌	✅ Ideas Forum comes out of the box
Custom Fields	✅ Various custom field options	❌	✅ Many custom field types, including dependant fields. Various privacy options.
Custom Statuses	✅ You can create custom statuses and customize how your customers see them	❌	✅ 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	❌	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Customize colors and upload a logo. No custom CSS or JS	✅ Allows you to use custom colors and logos	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	✅ A lot of template settings and customization	✅ YYou can customize the email content of each event	✅ You are able to completely change a template for any notification type
Escalation	✅ Multiple ways to set up a ticket escalation	✅ Includes an ability to create automated SLAs and escalation	✅ 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	✅ Import and export to CSV or JSON	✅ Only export to CSV files	✅ Import and Export tickets via CSV files
Internationalization	✅ Translate email templates and field names	❌	✅ Available in 16 different languages
ITIL Compliance	✅ Jira is ITIL certified	✅ Comes with ITIL workflows	✅ Support for most ITIL processes
Knowledge Base	✅ Full-featured and searchable customer self-service portal	✅ Multi-brand customizable knowledge base	✅ Customizable Knowledge Base optimized for search engines
Live Chat	❌	❌	✅ A free live chat component in the web widget
Mobile Apps	✅ Great mobile apps for all platforms	✅ Offers apps for iOS and Android	✅ iOS and Android
Multi-channel support	❌	✅ Includes email, social media, live chat, etc.	✅ Possible to add unlimited channels via integrations and API
On-premise Version	✅ Comes with an installable version built on Java	❌	✅ A full on-premises version that runs on Windows Server
Reports and Analytics	✅ Ability to built custom reports	✅ Allows creation of custom reports	✅ 13 reports with an ability to build your own and to export everything to Excel
REST API	✅ Complete API with oAuth	✅ Fully featured API on all plans	✅ API covers all the app features
Single-Sign-On	❌	✅ Most standard SSO options are available	✅ SAML, Google login, Windows-integrated etc.
SLA Management	✅ SLA support out of the box	✅ Supports SAML	✅ 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	✅ Many integrations, especially with the other Zoho apps	✅ 30 native integrations and 500 more via Zapier
Ticket Collaboration	❌	✅ Light agents, side conversations and CCs and followers	✅ 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	✅ A lot of automation options with a great editor	✅ 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.