Freshdesk

Freshdesk is a versatile help desk software designed to enhance customer support and streamline communication across various channels. With features like multi-channel support, businesses can efficiently manage inquiries from email, chat, phone, and social media, ensuring that no customer query goes unanswered. The Activity Dashboard provides a comprehensive overview of ongoing tickets and team performance, allowing managers to monitor workflows and make informed decisions.

One of the standout features of Freshdesk is its ability to integrate seamlessly with existing systems through REST API and third-party integrations, facilitating a smoother transition for teams looking to enhance their support capabilities. Additionally, the Knowledge Base empowers customers to find answers independently, reducing the volume of incoming tickets while improving overall satisfaction. With tools like Canned Responses and Workflow Automation, support teams can respond to common issues more quickly, enhancing efficiency and consistency in customer interactions. Overall, Freshdesk equips organizations with essential tools to foster collaboration, optimize processes, and ultimately improve customer experiences.

Zendesk

Zendesk is a versatile help desk software designed to streamline customer support across various channels. Its multi-channel support ensures that businesses can engage with customers through email, chat, social media, and more, providing a cohesive experience that meets modern expectations. The Activity Dashboard offers a comprehensive view of ongoing interactions, allowing support teams to monitor performance and respond swiftly to customer needs. This holistic approach enables organizations to foster stronger relationships and enhance customer satisfaction.

One of Zendesk's key strengths lies in its robust customization options, such as Design Customization and Custom Fields, which allow businesses to tailor the interface and ticketing system to their specific requirements. Additionally, features like Canned Responses and Workflow Automation simplify repetitive tasks, enabling agents to focus on complex inquiries that require personalized attention. The platform also supports collaboration through Ticket Collaboration and offers extensive reporting and analytics, helping teams identify trends and optimize their support strategies. With tools like SLA Management and Customer Satisfaction Surveys, Zendesk empowers organizations to maintain high service standards while continuously improving their support processes.

	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.
Pricing: 3 years / 5 agents	$17820	$8820	$3897
Pricing: 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	✅ Live 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-premises 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	✅ Full SLA automation via actions/triggers
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 more 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. Available both as a hosted "SaaS" version and an on-premises version you can install on your own server.