Freshdesk vs Groove vs Jitbit


Freshdesk is one of the most used help desk apps on the market. It is decently priced compared to others. Especially for the features that you get - it might not be very innovative, but they offer all the must-haves. Although, some things that you might expect as standard, like basic live chat features, are not supported. Garden plan is used for the comparison.


Groove works great for small teams that have no demand for sophisticated features. It has all the basics and offers a good upgrade over doing customer support in a shared mailbox. Their knowledge base is very good as well and offers nice customization options. If you have a bigger team and need to collaborate on a lot of tickets it is probably best to look somewhere else.

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.
3 years / 5 agents
3 years / 10 agents
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
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-premise 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
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
Possible to set up with escalation
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 others 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. It comes both as a hosted "SaaS" version and an on-premise version you can install on your own server.

SaaS version on-premise version

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