Zendesk vs Zoho Desk vs Jitbit

Zendesk

Zendesk is a comprehensive help desk software designed to streamline customer support processes while enhancing user experience. One of its standout features is the Activity Dashboard, which provides real-time insights into team performance and customer interactions, allowing organizations to make informed decisions quickly. The platform supports multi-channel communication, enabling businesses to engage with customers through email, chat, phone, and social media—all from a single interface. This flexibility ensures that teams can respond promptly and effectively, fostering higher customer satisfaction.

Another key aspect of Zendesk is its robust workflow automation capabilities. By utilizing features like Canned Responses and Custom Fields, support teams can handle common inquiries efficiently, reducing response times and minimizing repetitive tasks. Additionally, the integration of Single-Sign-On (SSO) enhances security and simplifies user access, while the Customer Satisfaction Survey feature enables businesses to gather valuable feedback, helping them improve service quality over time. With tools for escalation and ticket collaboration, Zendesk not only supports efficient issue resolution but also promotes a collaborative environment among team members, ultimately driving a better customer experience.

Zoho Desk

Zoho Desk is a comprehensive help desk software designed to enhance customer support efficiency and improve user experience across various channels. With its multi-channel support, teams can seamlessly engage with customers through email, chat, social media, and phone, ensuring that no query goes unanswered. The Activity Dashboard provides a real-time overview of ticket statuses and team performance, allowing managers to track progress and make informed decisions.

One of the standout features of Zoho Desk is its Knowledge Base, which empowers customers to find answers independently, reducing the volume of incoming tickets. The platform also supports Workflow Automation, enabling teams to streamline repetitive tasks and focus on more complex customer issues. With customizable Email Notification Templates, organizations can ensure consistent communication while maintaining their brand identity. By offering ITIL compliance and robust reporting and analytics tools, Zoho Desk helps businesses align their support strategies with industry standards and gain deeper insights into customer interactions, ultimately fostering improved customer satisfaction.

	Zendesk	Zoho Desk	Jitbit
	The most popular help desk app out there	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	$8820	$1200	$3897
Pricing: 3 years / 10 agents	$17640	$2400	$8367
Active Directory	✅ Active Directory authentication is possible if you install a special script on your server	❌	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	✅ You can put data from some reports into your dashboard	✅ 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	✅ Macros allow you to respond to tickets with a pre-written message.	✅ 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	✅ You can add custom fields and use them with other features such as automation, macros, etc.	❌	✅ Many custom field types, including dependant fields. Various privacy options.
Custom Statuses	❌	❌	✅ Add custom statuses, customize how your customers see them and assign different colors to them
Customer satisfaction survey	✅ Only on Professional plan or higher	❌	✅ Optional CSATs in email notifications and a report
Design Customization	✅ You can customize the public-facing pages, but not what your employees see	✅ 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	✅ You can fully customize most email templates for notifications that your customers get	✅ YYou can customize the email content of each event	✅ You are able to completely change a template for any notification type
Escalation	✅ Possible to escalate tickets with workflow automation features	✅ 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	✅ Starting with Professional plan you can export your tickets to an XML file. Import only possible via API.	✅ Only export to CSV files	✅ Import and Export tickets via CSV files
Internationalization	✅ UI is not translatable. You can provide content, such as Knowledge Base articles in multiple languages on Professional plan	❌	✅ Available in 16 different languages
ITIL Compliance	✅ Claims to be designed with ITIL principles in mind	✅ Comes with ITIL workflows	✅ Support for most ITIL processes
Knowledge Base	✅ Basic version comes with Professional plan. Full version is only available as a separate add-on	✅ 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	✅ Offers apps for iOS and Android	✅ Offers apps for iOS and Android	✅ iOS and Android
Multi-channel support	✅ A lot of support channels are built-in in the app: email, Twitter, Facebook, etc.	✅ Includes email, social media, live chat, etc.	✅ 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	✅ Reports are only available on Professional plan or higher	✅ Allows creation of custom reports	✅ 13 reports with an ability to build your own and to export everything to Excel
REST API	✅ Fully featured API on all plans	✅ Fully featured API on all plans	✅ API covers all the app features
Single-Sign-On	✅ Most standard SSO options are available	✅ Most standard SSO options are available	✅ SAML, Google login, Windows-integrated etc.
SLA Management	✅ SLA features are natively supported in the app	✅ Supports SAML	✅ Full SLA automation via actions/triggers
Support Widget	✅ Web widget and Mobile SDK	❌	✅ Two different versions of a web widget
Third-party Integrations	✅ Hundreds of integrations with all popular apps	✅ 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	✅ 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	✅ Powerful engine that allows you to automate any business process	✅ 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.