Freshdesk vs Groove vs Jitbit

Freshdesk

You ever wish you had a single place to see what’s buzzing in support without chasing emails around? That’s where Freshdesk fits in for a small team or a busy help desk. The Activity Dashboard pulls in tickets, updates, and notes so you can get a quick read on what’s moving and what’s stuck. It’s not flashy, just a practical snapshot you can glance at between chats and calls.

When you’re collaborating on a ticket, Freshdesk shines in the way it threads comments and assigns tasks so no detail slips through the cracks. You can loop in teammates, add internal notes, and keep the customer in the loop with clean, readable updates. The roadmap for ???ices is there too with Reports and Analytics, which help you see trends, response times, and volumes over time without needing a data science degree. And for the common questions, Canned Responses save time so agents aren’t typing the same answers repeatedly. It’s about smooth handoffs, clearer accountability, and a little less chaos in the ticket queue.

Groove

You know that moment when you finally get a help desk setup that feels like it actually fits your team? Groove slides into the workflow with a simple, human pace. It’s the kind of software that respects your day-to-day grind—you can tweak the look and feel with Design Customization so the interface matches how you work, not the other way around. It’s easy to keep conversations in one place, and the workflow stays smooth whether you’re juggling tickets from a chat widget or a support email thread.

Behind the scenes, Groove makes it straightforward to keep things moving. Import and Export tools mean you can pull your data in or hand it off without fidgeting with messy formats. Canned Responses save you from typing the same lines over and over, so you can respond faster without sounding robotic. And the built-in Reports and Analytics give you a window into what’s happening—how long tickets sit, what customers are asking about most, and where you might tweak your process. It’s not flashy, just pragmatic enough to feel like a natural extension of your team’s everyday rhythm.

	Freshdesk	Groove	Jitbit
	Fully featured help desk app	A simple app to replace your shared mailbox	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$17820	$5220	$3897
Pricing: 3 years / 10 agents	$35640	$10440	$8367
Active Directory	✅ Possible to authenticate users via SAML	❌	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	✅ Dashboard offers an overview of your KPIs	❌	✅ Live overview dashboard
Asset Management	❌	❌	✅ A complete asset management module tightly integrated into the rest of the app
Canned Responses	✅ Insert pre-formatted replies in responses	✅ Has standard canned replies features	✅ 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	❌	✅ 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	❌	✅ 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	❌	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Complete customization of public facing pages	✅ Can only customize the web widget	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	❌	❌	✅ You are able to completely change a template for any notification type
Escalation	✅ Possible to set up with automation features	❌	✅ 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.	✅ Only via API	✅ Import and Export tickets via CSV files
Internationalization	❌	❌	✅ Available in 16 different languages
ITIL Compliance	❌	❌	✅ Support for most ITIL processes
Knowledge Base	✅ Customizable knowledge base is a part on every plan	✅ Good Knowledge Base with basic customization	✅ Customizable Knowledge Base optimized for search engines
Live Chat	❌	✅ Live chat via the widget	✅ A free live chat component in the web widget
Mobile Apps	✅ iOS and Android	❌	✅ iOS and Android
Multi-channel support	✅ Email, social, web and phone	❌	✅ 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	✅ Some basic reports on tickets and KB	✅ 13 reports with an ability to build your own and to export everything to Excel
REST API	✅ Well documented APIs for every app feature	✅ You are able to access most features via API	✅ API covers all the app features
Single-Sign-On	✅ SAML protocol is supported	❌	✅ SAML, Google login, Windows-integrated etc.
SLA Management	✅ Allows you to define SLA policies for various ticket priorities	❌	✅ Full SLA automation via actions/triggers
Support Widget	✅ Comes with a widget for your site	✅ Web widget with live chat	✅ Two different versions of a web widget
Third-party Integrations	✅ Has an app marketplace where you can get integrations as add-ons	✅ Around 20 integrations with the most popular apps	✅ 30 native integrations and 500 more via Zapier
Ticket Collaboration	✅ Nested and linked tickets, shared ownership, field teams	❌	✅ See when other techs are viewing tickets in real-time, assign multiple people to a ticket
Workflow Automation	✅ Rich automation features	❌	✅ 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.