Freshdesk vs ServiceNow vs Jitbit

Freshdesk

You know how it goes when you’re juggling tickets, feedback, and a million tiny details—you want something that just fits. Freshdesk tends to feel like that calm helper in the corner of your browser: a straightforward help desk that keeps conversations tidy, tickets labeled, and your team a little less overwhelmed. It’s the kind of tool that people actually reach for when they need to track what’s happening with a customer in real time, without wading through clunky menus.

A few things I’ve found useful: there’s a built-in customer satisfaction survey that slides right into the flow, so you can gauge how things land after a verdict is given. The REST API is approachable enough to knit Freshdesk into other parts of your stack, so you’re not reinventing wheels every time you want data to move. The Support Widget sits on your site like a friendly doorway, letting folks reach you without hunting. And Design Customization is handy if you want the look to feel less like a generic template and more like your own space—colors, logos, little details that make your support page feel cohesive. It’s not flashy, just something you can rely on day to day.

ServiceNow

Ever since I started using it for our IT desk, I’ve found ServiceNow to feel a lot more human about how it handles tickets and assets. The Asset Management side gives a clear picture of what we actually own, where it lives, and when it’s due for maintenance, which helps cut down on those “we’ll get to it later” moments. It’s not flashy, but it keeps the chaos from creeping back in by tying hardware and software to real people and teams who are waiting on them.

We still run an On-premise Version for our office, which makes the whole thing feel local and controllable rather than cloud-only. It’s comforting to know the data sits where we can reach it without depending on external uptime guarantees. If you’re bouncing between work and home, the Mobile Apps come in handy—ticket updates and approvals don’t require you to be chained to a desk. And when issues involve multiple folks, Ticket Collaboration is genuinely useful—comments, status changes, and attachments stay threaded so you don’t have to re-explain things in emails.

	Freshdesk	ServiceNow	Jitbit
	Fully featured help desk app	Enterprise-class ITSM solution	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$17820	$18000	$3897
Pricing: 3 years / 10 agents	$35640	$36000	$8367
Active Directory	✅ Possible to authenticate users via SAML	✅ LDAP, SAML authentication	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	✅ Dashboard offers an overview of your KPIs	✅ Live activity dashboard	✅ Live overview dashboard
Asset Management	❌	✅ Full fledged asset management with automated discovery	✅ A complete asset management module tightly integrated into the rest of the app
Canned Responses	✅ Insert pre-formatted replies in responses	✅ Response templates	✅ You can also assign canned responses to specific ticket categories if you need to
Community Forums	✅ Built-in forums on Garden plan or higher	✅ Yes	✅ Ideas Forum comes out of the box
Custom Fields	✅ Multiple types of custom fields, including dependant custom fields with various permission settings	✅ Custom fields via additional database columns	✅ 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	✅ Custom statuses for tickets and incidents	✅ 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	✅ Separate satisfaction surveys, not tied to tickets	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Complete customization of public facing pages	✅ Custom forms layouts only	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	❌	✅ WYSIWIG/HTML templates	✅ You are able to completely change a template for any notification type
Escalation	✅ Possible to set up with automation features	✅ Manual or via triggers	✅ Possible to set up various escalation scenarios via automation
Exchange Integration	❌	✅ Native integration via a plugin	✅ Native EWS support instead of IMAP. oAuth support for Office 365
Import and Export	✅ Export tickets to CSV or Excel. Import via API.	✅ Import/export from Excel, export to PDF	✅ Import and Export tickets via CSV files
Internationalization	❌	✅ Extra languages via a plugin	✅ Available in 16 different languages
ITIL Compliance	❌	✅ Full ITIL/ITSM	✅ Support for most ITIL processes
Knowledge Base	✅ Customizable knowledge base is a part on every plan	✅ Knowledge base and the self-service portal	✅ Customizable Knowledge Base optimized for search engines
Live Chat	❌	✅ Yes	✅ A free live chat component in the web widget
Mobile Apps	✅ iOS and Android	✅ Only via 'Now' mobile app	✅ iOS and Android
Multi-channel support	✅ Email, social, web and phone	❌	✅ Possible to add unlimited channels via integrations and API
On-premise Version	❌	✅ Yes, but only the highest pricing tier	✅ A full on-premises version that runs on Windows Server
Reports and Analytics	✅ A lot of reports and analytics tools	✅ Yes	✅ 13 reports with an ability to build your own and to export everything to Excel
REST API	✅ Well documented APIs for every app feature	✅ Included	✅ API covers all the app features
Single-Sign-On	✅ SAML protocol is supported	✅ SAML, LDAP	✅ SAML, Google login, Windows-integrated etc.
SLA Management	✅ Allows you to define SLA policies for various ticket priorities	✅ SLA policies available	✅ 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	❌	✅ 30 native integrations and 500 more via Zapier
Ticket Collaboration	✅ Nested and linked tickets, shared ownership, field teams	✅ Transfer and CC, but no live updates and collision detection	✅ See when other techs are viewing tickets in real-time, assign multiple people to a ticket
Workflow Automation	✅ Rich automation features	✅ Automation Designer in the 'Now' platform	✅ 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.