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 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. | |
| 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
|
❌ |
| On-premises Version | ❌ | ❌ |
✔️
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.
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