Freshdesk vs Jira Service Desk vs Jitbit

Freshdesk

You know how it goes when you’re juggling tickets, FAQs, and a dozen tabs at once—Freshdesk feels like a calm hub in the chaos. It’s got Community Forums where users can help each other out, post questions, and share solutions, which means fewer back-and-forth emails and more self-serve help. When you need to pull data or move it around, the Import and Export tools make it straightforward to bring in lists or hand off information to teammates without drowning in spreadsheets.

Design Customization keeps things from feeling like a dull help desk template. You can tweak layouts, colors, and workflows so the system kind of disappears into your existing brand and processes. And it’s not just about looking good—Third-party Integrations slide in smoothly, so you can connect with the apps you already rely on, whether that’s a CRM, chat tool, or project management app. It’s not flashy, just practical: a place that won’t fight you when you’re trying to get support done.

Jira Service Desk

Here’s a little snapshot of Jira Service Desk as I’ve used it: it feels like a tangible way to keep tickets moving without losing sight of the person on the other end. The customer-facing side includes a simple support widget that pops up when someone needs help, and it’s easy for folks to drop in a ticket or check on status. Behind the scenes, the workflow is pretty straightforward: tickets get assigned, comments flow in, and you can see what’s been done without digging through silos.

One thing that helps when you’re juggling a dozen requests is the Activity Dashboard. It gives a at-a-glance view of what’s hot, what’s stalled, and what recently happened, so you don’t have to chase down updates in separate notes. And if you want to measure how things are going, the Reports and Analytics area lays out trends and volumes in a way that’s easy to parse—great for spotting bottlenecks or workload shifts.

For feedback, there’s a built-in customer satisfaction survey that lands right after a ticket closes, so you can gauge how the interaction landed without adding extra steps for the user. All told, it’s a practical setup that keeps tickets moving and gives you real data to act on.

	Freshdesk	Jira Service Desk	Jitbit
	Fully featured help desk app	Customize everything to suit your needs	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$17820	$6000	$3897
Pricing: 3 years / 10 agents	$35640	$12000	$8367
Active Directory	✅ Possible to authenticate users via SAML	✅ Not on the SaaS version	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	✅ Dashboard offers an overview of your KPIs	✅ Ability to create custom dashboards	✅ 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	❌	✅ 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	✅ Various custom field options	✅ 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	✅ You can create custom statuses and customize how your customers see them	✅ 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	✅ CSATs come out of the box along with the nessesary reports	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Complete customization of public facing pages	✅ Customize colors and upload a logo. No custom CSS or JS	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	❌	✅ A lot of template settings and customization	✅ You are able to completely change a template for any notification type
Escalation	✅ Possible to set up with automation features	✅ Multiple ways to set up a ticket 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	✅ Export tickets to CSV or Excel. Import via API.	✅ Import and export to CSV or JSON	✅ Import and Export tickets via CSV files
Internationalization	❌	✅ Translate email templates and field names	✅ Available in 16 different languages
ITIL Compliance	❌	✅ Jira is ITIL certified	✅ Support for most ITIL processes
Knowledge Base	✅ Customizable knowledge base is a part on every plan	✅ Full-featured and searchable customer self-service portal	✅ Customizable Knowledge Base optimized for search engines
Live Chat	❌	❌	✅ A free live chat component in the web widget
Mobile Apps	✅ iOS and Android	✅ Great mobile apps for all platforms	✅ iOS and Android
Multi-channel support	✅ Email, social, web and phone	❌	✅ Possible to add unlimited channels via integrations and API
On-premise Version	❌	✅ Comes with an installable version built on Java	✅ A full on-premises version that runs on Windows Server
Reports and Analytics	✅ A lot of reports and analytics tools	✅ Ability to built custom reports	✅ 13 reports with an ability to build your own and to export everything to Excel
REST API	✅ Well documented APIs for every app feature	✅ Complete API with oAuth	✅ 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	✅ SLA support out of the box	✅ Full SLA automation via actions/triggers
Support Widget	✅ Comes with a widget for your site	✅ Web 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	✅ Marketplace with hundreds of apps, paid and free	✅ 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	✅ Support for simple WHEN/IF/THEN logic	✅ 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.