Freshdesk vs Zoho Desk vs Jitbit

Freshdesk

Freshdesk is a versatile help desk software designed to streamline customer support through its comprehensive features that enhance communication and efficiency. With multi-channel support, it allows businesses to engage with customers across various platforms, including email, social media, and chat, ensuring no inquiry goes unanswered. The Activity Dashboard provides a clear overview of ongoing support tickets, enabling teams to prioritize tasks effectively and improve response times.

Additionally, Freshdesk empowers teams with tools like Canned Responses to quickly address frequent queries, thus enhancing productivity. The platform’s Knowledge Base feature fosters self-service for customers, enabling them to find solutions independently while reducing the workload on support agents. Moreover, the integration of Custom Fields and Custom Statuses allows organizations to tailor the software to their specific workflow needs, promoting a more personalized customer experience. With robust reporting and analytics capabilities, businesses can track performance metrics and customer satisfaction, leading to informed decision-making and continuous improvement in service delivery.

Zoho Desk

Zoho Desk is a comprehensive help desk software designed to streamline customer support and enhance team collaboration. With its robust Activity Dashboard, users can easily monitor performance metrics and track ticket statuses in real time, allowing for informed decision-making. The platform supports multi-channel communication, ensuring that customer inquiries from email, social media, and chat are managed efficiently in one place. This unified approach helps teams provide timely responses and a consistent customer experience.

One of the standout features of Zoho Desk is its ability to automate workflows, which reduces the manual effort needed to manage routine tasks. With Canned Responses, support agents can quickly reply to common queries, saving time and ensuring consistent messaging. The Knowledge Base feature further empowers customers by providing self-service options, ultimately reducing ticket volume and fostering customer satisfaction. Additionally, the platform offers customizable email notification templates and SLA Management tools to help teams adhere to response times, ensuring that critical issues are escalated appropriately. Overall, Zoho Desk equips support teams with the tools they need to enhance productivity and deliver effective customer service.

	Freshdesk	Zoho Desk	Jitbit
	Fully featured help desk app	Good helpdesk app that tightly integrates with Zoho ecosystem	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$17820	$1200	$3897
Pricing: 3 years / 10 agents	$35640	$2400	$8367
Active Directory	✅ Possible to authenticate users via SAML	❌	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	✅ Dashboard offers an overview of your KPIs	✅ Displays some performance metrics. Not customizable.	✅ 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	✅ It is called Macros and works the same way as canned responses.	✅ 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	❌	✅ 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	❌	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Complete customization of public facing pages	✅ Allows you to use custom colors and logos	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	❌	✅ YYou can customize the email content of each event	✅ You are able to completely change a template for any notification type
Escalation	✅ Possible to set up with automation features	✅ Includes an ability to create automated SLAs and escalation	✅ 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.	✅ Only export to CSV files	✅ Import and Export tickets via CSV files
Internationalization	❌	❌	✅ Available in 16 different languages
ITIL Compliance	❌	✅ Comes with ITIL workflows	✅ Support for most ITIL processes
Knowledge Base	✅ Customizable knowledge base is a part on every plan	✅ Multi-brand customizable knowledge base	✅ 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	✅ Includes email, social media, live chat, 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	✅ Allows creation of custom reports	✅ 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	✅ Supports SAML	✅ 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	✅ Many integrations, especially with the other Zoho 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	✅ A lot of automation options with a great editor	✅ 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.