Freshdesk vs Jira Service Desk 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.

Jira Service Desk

Jira Service Desk is a very sophisticated help desk apps for a reasonable price. If you have complex business process and SLAs and need a high customization level Jira is a good pick for you. It allows you to change how most of the things work to make it suit your needs. However, it obviously has a bigger learning curve than most others. One of the few apps that offer an on-premise version. Standard plan was used in the comparison.

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.
3 years / 5 agents
3 years / 10 agents
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
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.

SaaS version on-premises version

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