Freshdesk vs ServiceNow 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.


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.
3 years / 5 agents
3 years / 10 agents
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
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 ✔️
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 ✔️
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
13 reports with an ability to build your own and to export everything to Excel
Well documented APIs for every app feature
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 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.

SaaS version on-premises version

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