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.
ServiceNow ITSM is an enterprise-class IT service management solution targeted at large corporations. In addition to help desk ticketing, it provides asset management (with automated discovery), change management, lifecycle and release management etc. It's probably an overkill to use it just as a helpdesk unless you have really deep pockets.
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.
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