Freshdesk vs ServiceNow vs Jitbit

Freshdesk

Freshdesk is an intuitive help desk software designed to streamline customer support and enhance team collaboration. One of its standout features is the Activity Dashboard, which provides real-time insights into support metrics and team performance, enabling businesses to make informed decisions and improve response times. With multi-channel support, Freshdesk allows organizations to manage customer inquiries from various platforms—such as email, chat, and social media—facilitating a cohesive communication strategy that meets customers where they are.

Additionally, Freshdesk offers robust automation capabilities, including Canned Responses and Workflow Automation, which help reduce repetitive tasks and improve efficiency. The platform's Custom Fields and Custom Statuses allow businesses to tailor their support processes to better align with their specific needs. By utilizing the Knowledge Base and Community Forums, customers can find answers independently, reducing ticket volumes and enhancing user satisfaction. Overall, Freshdesk equips teams with the tools necessary to deliver effective, personalized support while fostering a positive customer experience.

ServiceNow

ServiceNow is a robust help desk software designed to streamline IT service management and enhance operational efficiency. With features like Asset Management and SLA Management, organizations can effortlessly track their resources and ensure timely service delivery. The Activity Dashboard provides real-time insights into service performance, empowering teams to make informed decisions and improve customer satisfaction. Additionally, the software's integration capabilities, such as Exchange Integration and Single Sign-On, facilitate seamless communication and user access, reducing friction in daily operations.

One of the standout aspects of ServiceNow is its focus on collaboration and user engagement. The Community Forums foster knowledge sharing among users, while the Knowledge Base serves as a centralized repository for information, enabling quicker problem resolution. The platform also supports workflow automation, which can significantly reduce response times through features like Canned Responses and Custom Statuses. With advanced reporting and analytics tools, organizations can analyze service trends and customer feedback, leading to continuous improvement in service delivery and enhanced user satisfaction. Overall, ServiceNow equips teams with the tools they need to enhance service quality and meet evolving business demands.

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.