Freshdesk vs Helpscout vs Jitbit

Freshdesk

Freshdesk is a robust help desk software designed to streamline customer support across multiple channels. Its multi-channel support feature allows businesses to manage inquiries from email, social media, and chat in one centralized platform, enhancing efficiency and ensuring no customer query goes unanswered. With the Activity Dashboard, teams can easily monitor interactions and track performance metrics, enabling data-driven decisions that improve service quality.

One of Freshdesk’s standout features is its ability to integrate seamlessly with existing systems through Third-party Integrations and REST API, which enhances workflow automation and facilitates ticket collaboration across departments. Users can also benefit from the Knowledge Base, providing customers with self-service options that reduce ticket volume and empower users to find answers independently. Additionally, the platform’s Canned Responses feature saves time by allowing support agents to quickly reply to common queries, improving response times and customer satisfaction. With tools for SLA Management and the ability to customize fields and statuses, Freshdesk helps organizations tailor their support processes to meet specific business needs.

Helpscout

Help Scout is a versatile help desk software designed to enhance customer support experiences through its intuitive interface and robust features. One of its standout offerings is the ability to integrate seamlessly with Active Directory, which simplifies user management and ensures secure access for team members. This integration, combined with Single Sign-On capabilities, allows businesses to streamline their operations while maintaining high standards of security.

In addition to its efficient user management, Help Scout empowers teams with tools like Canned Responses and Custom Fields to personalize customer interactions and improve response times. The built-in Knowledge Base enables companies to provide self-service options for customers, reducing repetitive inquiries and fostering a more informed clientele. Furthermore, Help Scout offers insightful Reports and Analytics, helping teams gauge customer satisfaction and identify areas for improvement through tailored Customer Satisfaction Surveys. With its mobile apps and third-party integrations, Help Scout ensures that support teams can stay connected and responsive, no matter where they are.

	Freshdesk	Helpscout	Jitbit
	Fully featured help desk app	A simple help desk focused on email.	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$17820	$6300	$3897
Pricing: 3 years / 10 agents	$35640	$12600	$8367
Active Directory	✅ Possible to authenticate users via SAML	✅ Only Azure AD is supported	✅ 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	✅ They are called Saved Replies. You can insert them in ticket replies	✅ 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	✅ Up to ten custom fields per mailbox	✅ 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	✅ Comes with CSATs and a Happiness report	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Complete customization of public facing pages	✅ Customize Knowledge Base with externally hosted CSS files	✅ 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.	✅ Can be done via API	✅ Import and Export tickets via CSV files
Internationalization	❌	✅ You can manually translate some parts of the app	✅ Available in 16 different languages
ITIL Compliance	❌	❌	✅ Support for most ITIL processes
Knowledge Base	✅ Customizable knowledge base is a part on every plan	✅ It's called Docs and it is highly customizable	✅ 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	✅ 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	✅ Most must-have reports are included	✅ 13 reports with an ability to build your own and to export everything to Excel
REST API	✅ Well documented APIs for every app feature	✅ Sparate APIs for KB and tickets	✅ API covers all the app features
Single-Sign-On	✅ SAML protocol is supported	✅ Separate add-on for $5 per user per month	✅ 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	❌	✅ Two different versions of a web widget
Third-party Integrations	✅ Has an app marketplace where you can get integrations as add-ons	✅ 80+ 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	✅ Very basic automation features are available	✅ 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.