Freshdesk vs Zoho Desk vs Jitbit

Freshdesk

You know that moment when you finally find a ticket in the chaos and wonder if you imagined it? Freshdesk is the kind of help desk that keeps things organized without getting in your way. It offers Import and Export so you can move stuff in and out without headaches, which is handy when you’re syncing data from different sources or handing off a project to a teammate. The interface feels like something you could actually walk through without rereading the manual, so you’re not stuck chasing after stray fields.

There’s an Activity Dashboard that gives you a clear pulse on what’s happening with tickets, who’s handling what, and where things are stuck. You can tailor the workspace with Custom Fields to fit your team's exact needs, so you’re not squeezing your data into a one-size-fits-all mold. And when you’re on the go, the Mobile Apps keep things close at hand—responding to requests, updating statuses, and keeping customers in the loop even from a coffee shop or a train. It’s not flashy, but it’s the kind of practical setup that just makes sense after you’ve used it for a while.

Zoho Desk

You know how it goes when you’re juggling support requests and trying to keep your inbox from turning into chaos. Zoho Desk feels a bit like a steady sidekick: it collects tickets from email, chat, and forms, then organizes them so you’re not digging through a thousand threads to find what you need. The real win is how you can tailor the flow—rules, routes, and statuses—so every ticket lands in the right lane without you lifting a finger every time.

There’s a knack to it that shows up in everyday use: Email Notification Templates that let you send consistent, clear updates without rewriting a single line each time, and Design Customization that lets you tweak the look and feel so your help center sits closer to your own vibe. The Workflow Automation takes care of the repetitive stuff—auto-assigns tickets, triggers reminders, and nudges conversations toward resolution. And if you want to see how things are actually moving, the Activity Dashboard gives you a straightforward pulse check: who’s handling what, what’s stuck, and where things are trending, all in one glance.

	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.