Freshdesk vs Zendesk vs Jitbit

Freshdesk

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.

Zendesk

Zendesk is the most popular help desk app on the market. It offers every possible feature (although some of them come as paid add-ons), but it can also be a downside. Some would describe Zendesk's interface as bloated and it definitely has a significant learning curve for your team. Zendesk offers a lot of integrations with other apps, so it will undoubtedly integrate in your existing infrastructure very well. It can also get quite pricy for bigger teams. Professional plan is used in the comparison.

Freshdesk Zendesk Jitbit
Fully featured help desk app The most popular help desk app out there Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
3 years / 5 agents
$17820
$8820
$3897
3 years / 10 agents
$35640
$17640
$8367
Active Directory ✔️
Possible to authenticate users via SAML
✔️
Active Directory authentication is possible if you install a special script on your server
✔️
Integration via a script for your server or ADFS and SAML
Activity Dashboard ✔️
Dashboard offers an overview of your KPIs
✔️
You can put data from some reports into your dashboard
✔️
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
✔️
Macros allow you to respond to tickets with a pre-written message.
✔️
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
✔️
You can add custom fields and use them with other features such as automation, macros, etc.
✔️
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
✔️
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
✔️
Only on Professional plan or higher
✔️
Optional CSATs in email notifications and a report
Design Customization ✔️
Complete customization of public facing pages
✔️
You can customize the public-facing pages, but not what your employees see
✔️
Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates ✔️
You can fully customize most email templates for notifications that your customers get
✔️
You are able to completely change a template for any notification type
Escalation ✔️
Possible to set up with automation features
✔️
Possible to escalate tickets with workflow automation features
✔️
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.
✔️
Starting with Professional plan you can export your tickets to an XML file. Import only possible via API.
✔️
Import and Export tickets via CSV files
Internationalization ✔️
UI is not translatable. You can provide content, such as Knowledge Base articles in multiple languages on Professional plan
✔️
Available in 16 different languages
ITIL Compliance ✔️
Claims to be designed with ITIL principles in mind
✔️
Support for most ITIL processes
Knowledge Base ✔️
Customizable knowledge base is a part on every plan
✔️
Basic version comes with Professional plan. Full version is only available as a separate add-on
✔️
Customizable Knowledge Base optimized for search engines
Live Chat ✔️
A free live chat component in the web widget
Mobile Apps ✔️
iOS and Android
✔️
Offers apps for iOS and Android
✔️
iOS and Android
Multi-channel support ✔️
Email, social, web and phone
✔️
A lot of support channels are built-in in the app: email, Twitter, Facebook, etc.
✔️
Possible to add unlimited channels via integrations and API
On-premise Version ✔️
A full on-premise version that runs on Windows Server
Reports and Analytics ✔️
A lot of reports and analytics tools
✔️
Reports are only available on Professional plan or higher
✔️
13 reports with an ability to build your own and to export everything to Excel
REST API ✔️
Well documented APIs for every app feature
✔️
Fully featured API on all plans
✔️
API covers all the app features
Single-Sign-On ✔️
SAML protocol is supported
✔️
Most standard SSO options are available
✔️
SAML, Google login, Windows-integrated etc.
SLA Management ✔️
Allows you to define SLA policies for various ticket priorities
✔️
SLA features are natively supported in the app
✔️
Possible to set up with escalation
Support Widget ✔️
Comes with a widget for your site
✔️
Web widget and Mobile SDK
✔️
Two different versions of a web widget
Third-party Integrations ✔️
Has an app marketplace where you can get integrations as add-ons
✔️
Hundreds of integrations with all popular apps
✔️
30 native integrations and 500 others via Zapier
Ticket Collaboration ✔️
Nested and linked tickets, shared ownership, field teams
✔️
Light agents, side conversations and CCs and followers
✔️
See when other techs are viewing tickets in real-time, assign multiple people to a ticket
Workflow Automation ✔️
Rich automation features
✔️
Powerful engine that allows you to automate any business process
✔️
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. It comes both as a hosted "SaaS" version and an on-premise version you can install on your own server.

SaaS version on-premise version

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