Freshdesk vs Freshservice vs Jitbit

Freshdesk

Freshdesk and Freshservice come from the same company and look alike, but they solve different problems. Freshdesk is for customer support: a shared inbox for email, social and phone, a public knowledge base, community forums, SLA policies and CSAT surveys, with Freddy AI for triage and suggested replies. If the people writing in are your customers, Freshdesk is the Freshworks product built for them. The Garden plan comes to about $17,800 over 3 years for 5 agents.

What Freshdesk doesn't do is IT service management. There's no asset management, no CMDB, no change or problem management, and no service catalog with approval workflows. Some teams start an internal IT desk in Freshdesk and outgrow it as soon as someone asks "which laptop is this ticket about?".

Freshservice

Freshservice is the ITSM side of Freshworks. It's built for internal IT teams: a service catalog for employee requests, asset management with discovery, a visual workflow builder for onboarding and approvals, and Slack and Teams integration so employees can raise tickets where they already chat. On the Pro plan it adds problem, change, release and project management.

The two cost about the same at 5 agents - Freshservice Pro is $99 per agent per month, about $17,800 over 3 years - but Freshservice's bill grows in more directions: only 100 asset units are included, and the Freddy AI Copilot is another $29 per agent. The rule is simple: Freshdesk for customers, Freshservice for employees. Teams that need both often run both, and pay twice.

Detailed feature comparison

	Freshdesk	Freshservice	Jitbit
	Fully featured help desk app	Modern ITSM service desk from Freshworks	Help Desk Software built for email. Trusted by thousands of companies across 50+ countries.
Pricing: 3 years / 5 agents	$17820	$17820	$3897
Pricing: 3 years / 10 agents	$35640	$35640	$8367
Active Directory	✅ Possible to authenticate users via SAML	✅ SAML SSO with Entra ID / ADFS, plus user sync from AD and Entra ID	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	✅ Dashboard offers an overview of your KPIs	✅ Customizable dashboards with real-time widgets	✅ Live overview dashboard
Asset Management	❌	✅ CMDB with agent-based and cloud discovery; 100 asset units included, more sold in packs	✅ A complete asset management module tightly integrated into the rest of the app
Canned Responses	✅ Insert pre-formatted replies in responses	✅ Canned responses and scenario automations that update several fields at once	✅ 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	✅ Custom and dependent fields for tickets, assets and the service catalog	✅ 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	✅ Custom ticket statuses with SLA timer control	✅ 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	✅ Built-in CSAT surveys with reports	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Complete customization of public facing pages	✅ Self-service portal branding and theming; the agent interface is fixed	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	❌	✅ Editable templates for every notification	✅ You are able to completely change a template for any notification type
Escalation	✅ Possible to set up with automation features	✅ SLA-based escalations and multi-level reminders	✅ Possible to set up various escalation scenarios via automation
Exchange Integration	❌	✅ Microsoft 365 mailboxes connected via OAuth	✅ Native EWS support instead of IMAP. oAuth support for Office 365
Import and Export	✅ Export tickets to CSV or Excel. Import via API.	✅ CSV import for assets and users, ticket export to CSV or Excel	✅ Import and Export tickets via CSV files
Internationalization	❌	✅ Multilingual UI, portal and knowledge base	✅ Available in 16 different languages
ITIL Compliance	❌	✅ PinkVERIFY-certified ITIL processes; problem, change and release management start at Pro	✅ Support for most ITIL processes
Knowledge Base	✅ Customizable knowledge base is a part on every plan	✅ Solution articles in the self-service portal, with approval workflows	✅ Customizable Knowledge Base optimized for search engines
Live Chat	❌	❌	✅ A free live chat component in the web widget
Mobile Apps	✅ iOS and Android	✅ iOS and Android apps for agents and requesters	✅ iOS and Android
Multi-channel support	✅ Email, social, web and phone	✅ Email, portal, phone, Slack and Microsoft Teams	✅ 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	✅ Curated reports and a custom report builder; advanced analytics on higher plans	✅ 13 reports with an ability to build your own and to export everything to Excel
REST API	✅ Well documented APIs for every app feature	✅ REST API v2 covering tickets, assets, changes and more	✅ API covers all the app features
Single-Sign-On	✅ SAML protocol is supported	✅ SAML 2.0 via the Freshworks organization account, plus Google and Microsoft login	✅ SAML, Google login, Windows-integrated etc.
SLA Management	✅ Allows you to define SLA policies for various ticket priorities	✅ Multiple SLA policies with business hours per group	✅ Full SLA automation via actions/triggers
Support Widget	✅ Comes with a widget for your site	✅ Embeddable help widget for raising tickets and searching solutions	✅ Two different versions of a web widget
Third-party Integrations	✅ Has an app marketplace where you can get integrations as add-ons	✅ Freshworks Marketplace with hundreds of apps	✅ 30 native integrations and 500 more via Zapier
Ticket Collaboration	✅ Nested and linked tickets, shared ownership, field teams	✅ Agent collision detection, private notes, child tickets and @mentions	✅ See when other techs are viewing tickets in real-time, assign multiple people to a ticket
Workflow Automation	✅ Rich automation features	✅ Visual Workflow Automator with approvals, conditions and web requests	✅ 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.