Freshdesk vs Jira Service Desk 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.

Jira Service Desk

Jira Service Desk is a versatile help desk software designed to streamline support operations while enhancing customer experience. With features like Active Directory integration, organizations can effortlessly manage user authentication and permissions, ensuring that support teams can focus on resolving issues without the hassle of manual user management. The built-in Activity Dashboard provides real-time insights into ticket statuses and team performance, allowing managers to make informed decisions based on actionable data.

Customization is a key strength of Jira Service Desk. Users can create Custom Fields and Custom Statuses to tailor the ticketing system to their specific requirements, ensuring that workflows align with organizational needs. Additionally, the customer satisfaction survey feature enables teams to gather valuable feedback directly from users, fostering continuous improvement in service delivery. The software also offers robust SLA Management capabilities, helping support teams meet predefined service commitments effectively. Whether accessed through mobile apps or an on-premise version, Jira Service Desk adapts to the unique dynamics of any organization, making it an ideal choice for businesses looking to enhance their support services.

	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.