Freshservice vs HappyFox vs Jitbit

Freshservice

Freshservice and HappyFox both track assets, which makes them easy to confuse, but Freshservice goes much further into IT service management. It has a proper CMDB with agent-based and cloud discovery, a service catalog with approval flows, a visual Workflow Automator, and on the Pro plan, problem, change, release and project management. Its ITIL processes are PinkVERIFY-certified, and employees can raise tickets from Slack or Microsoft Teams.

The price reflects that. Freshservice Pro is $99 per agent per month, about $17,800 over 3 years for 5 agents, plus asset packs beyond the included 100 units and $29 per agent for the Freddy AI Copilot.

HappyFox

HappyFox is a general-purpose cloud help desk that also covers IT basics. Tickets, a knowledge base, smart rules, canned actions and SLA escalations are all there, and asset management is built in, so you can link a laptop to a ticket without a separate tool. It's used by support teams, HR, and internal IT alike.

At about $5,400 over 3 years for 5 agents, HappyFox costs less than a third of Freshservice Pro. What it doesn't have is the ITIL side: no change advisory boards, no release management, no automated discovery. If you need tickets plus a simple asset list, HappyFox is enough. If you're running a formal IT service desk, Freshservice is the more complete product.

Detailed feature comparison

	Freshservice	HappyFox	Jitbit
	Modern ITSM service desk from Freshworks	Popular cloud based support app	Help Desk Software built for email. Trusted by thousands of companies across 50+ countries.
Pricing: 3 years / 5 agents	$17820	$5400	$3897
Pricing: 3 years / 10 agents	$35640	$10800	$8367
Active Directory	✅ SAML SSO with Entra ID / ADFS, plus user sync from AD and Entra ID	✅ Only via ADFS/SAML	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	✅ Customizable dashboards with real-time widgets	✅ Realtime dashboards	✅ Live overview dashboard
Asset Management	✅ CMDB with agent-based and cloud discovery; 100 asset units included, more sold in packs	✅ Yes, software and hardware assets	✅ A complete asset management module tightly integrated into the rest of the app
Canned Responses	✅ Canned responses and scenario automations that update several fields at once	✅ Canned actions for frequent replies	✅ You can also assign canned responses to specific ticket categories if you need to
Community Forums	❌	✅ Forum included with higher plans	✅ Ideas Forum comes out of the box
Custom Fields	✅ Custom and dependent fields for tickets, assets and the service catalog	✅ Custom ticket text-fields for managing additional data	✅ Many custom field types, including dependant fields. Various privacy options.
Custom Statuses	✅ Custom ticket statuses with SLA timer control	✅ Additional ticket statuses	✅ Add custom statuses, customize how your customers see them and assign different colors to them
Customer satisfaction survey	✅ Built-in CSAT surveys with reports	✅ Rating survey only on 'Enterprise' plan and higher	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Self-service portal branding and theming; the agent interface is fixed	✅ Customizable customer-facing support portal only	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	✅ Editable templates for every notification	✅ Customizable templates on all plans	✅ You are able to completely change a template for any notification type
Escalation	✅ SLA-based escalations and multi-level reminders	✅ Yes, manual and automatic	✅ Possible to set up various escalation scenarios via automation
Exchange Integration	✅ Microsoft 365 mailboxes connected via OAuth	❌	✅ Native EWS support instead of IMAP. oAuth support for Office 365
Import and Export	✅ CSV import for assets and users, ticket export to CSV or Excel	✅ Export tickets only, import users only	✅ Import and Export tickets via CSV files
Internationalization	✅ Multilingual UI, portal and knowledge base	✅ Multilingual	✅ Available in 16 different languages
ITIL Compliance	✅ PinkVERIFY-certified ITIL processes; problem, change and release management start at Pro	❌	✅ Support for most ITIL processes
Knowledge Base	✅ Solution articles in the self-service portal, with approval workflows	✅ Full self-service portal with FAQ	✅ Customizable Knowledge Base optimized for search engines
Live Chat	❌	✅ Separate sub-product	✅ A free live chat component in the web widget
Mobile Apps	✅ iOS and Android apps for agents and requesters	✅ iOS and Android	✅ iOS and Android
Multi-channel support	✅ Email, portal, phone, Slack and Microsoft Teams	✅ Email, chat, social media + API	✅ 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	✅ Curated reports and a custom report builder; advanced analytics on higher plans	✅ Yes, reports and exports	✅ 13 reports with an ability to build your own and to export everything to Excel
REST API	✅ REST API v2 covering tickets, assets, changes and more	✅ Present	✅ API covers all the app features
Single-Sign-On	✅ SAML 2.0 via the Freshworks organization account, plus Google and Microsoft login	✅ SAML	✅ SAML, Google login, Windows-integrated etc.
SLA Management	✅ Multiple SLA policies with business hours per group	✅ SLA groups and evaluation	✅ Full SLA automation via actions/triggers
Support Widget	✅ Embeddable help widget for raising tickets and searching solutions	✅ Ticket creation forms for websites	✅ Two different versions of a web widget
Third-party Integrations	✅ Freshworks Marketplace with hundreds of apps	✅ Impressive catalog of apps supported	✅ 30 native integrations and 500 more via Zapier
Ticket Collaboration	✅ Agent collision detection, private notes, child tickets and @mentions	✅ Real-time agent collision detection (on 'Enterprise' plan and higher)	✅ See when other techs are viewing tickets in real-time, assign multiple people to a ticket
Workflow Automation	✅ Visual Workflow Automator with approvals, conditions and web requests	✅ Smart rules for workflow automation	✅ 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.