Groove vs HappyFox vs Jitbit

Groove

You know that moment when your support tickets stop looking like a tangled mess and start behaving like a sane system? That’s what Groove aims for. It’s a help desk tool that centers on keeping conversations organized without forcing you to jump through hoops. You can import old tickets from other systems to get a clean start, and when you’re ready, export the data so nothing gets stuck on one platform. It’s not about flashy features so much as making the basics reliable and easy to pick up.

The day-to-day feels calmer with a built-in Support Widget you can drop on your site, so customers can reach out without hunting for a contact page. It’s straightforward to connect third-party tools you already use, from chat apps to CRM stuff, so the workflow stays in one place. And if you ever need a bit more control, the REST API opens things up to tailor automations or pull data into your own dashboards. It’s not about reinventing the wheel; it’s about making the stuff you already do feel a little less clumsy.

HappyFox

You know how it goes when you’re juggling tickets and trying to keep your sanity intact: a clean, reliable system that lets you track what’s blocked and what’s moving. HappyFox feels like that kind of tool. It’s designed around a straightforward workflow where tickets flow from creation through actions like routing, updates, and resolutions, so you don’t lose track of who’s doing what. When you’re coordinating with teammates across shifts or departments, the visibility it gives you is the quiet kind of helpful—just enough detail to see status, owner, and deadlines at a glance.

There are practical touches tucked in, like import and export options that save you from manual re-entry when you’re migrating or backing up data. Escalation rules keep things from slipping through the cracks, nudging the right people when something needs faster attention. And if you’re building a knowledge base, you’re not starting from scratch—HappyFox makes it possible to store answers and reference materials in one place so folks can self-serve or quickly guide a teammate. It’s the kind of tool you don’t notice until it’s doing its job smoothly in the background.

	Groove	HappyFox	Jitbit
	A simple app to replace your shared mailbox	Popular cloud based support app	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$5220	$5400	$3897
Pricing: 3 years / 10 agents	$10440	$10800	$8367
Active Directory	❌	✅ Only via ADFS/SAML	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	❌	✅ Realtime dashboards	✅ Live overview dashboard
Asset Management	❌	✅ Yes, software and hardware assets	✅ A complete asset management module tightly integrated into the rest of the app
Canned Responses	✅ Has standard canned replies features	✅ 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 ticket text-fields for managing additional data	✅ Many custom field types, including dependant fields. Various privacy options.
Custom Statuses	❌	✅ Additional ticket statuses	✅ Add custom statuses, customize how your customers see them and assign different colors to them
Customer satisfaction survey	❌	✅ Rating survey only on 'Enterprise' plan and higher	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Can only customize the web widget	✅ Customizable customer-facing support portal only	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	❌	✅ Customizable templates on all plans	✅ You are able to completely change a template for any notification type
Escalation	❌	✅ Yes, manual and automatic	✅ 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	✅ Only via API	✅ Export tickets only, import users only	✅ Import and Export tickets via CSV files
Internationalization	❌	✅ Multilingual	✅ Available in 16 different languages
ITIL Compliance	❌	❌	✅ Support for most ITIL processes
Knowledge Base	✅ Good Knowledge Base with basic customization	✅ Full self-service portal with FAQ	✅ Customizable Knowledge Base optimized for search engines
Live Chat	✅ Live chat via the widget	✅ Separate sub-product	✅ A free live chat component in the web widget
Mobile Apps	❌	✅ iOS and Android	✅ iOS and Android
Multi-channel support	❌	✅ 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	✅ Some basic reports on tickets and KB	✅ Yes, reports and exports	✅ 13 reports with an ability to build your own and to export everything to Excel
REST API	✅ You are able to access most features via API	✅ Present	✅ API covers all the app features
Single-Sign-On	❌	✅ SAML	✅ SAML, Google login, Windows-integrated etc.
SLA Management	❌	✅ SLA groups and evaluation	✅ Full SLA automation via actions/triggers
Support Widget	✅ Web widget with live chat	✅ Ticket creation forms for websites	✅ Two different versions of a web widget
Third-party Integrations	✅ Around 20 integrations with the most popular apps	✅ Impressive catalog of apps supported	✅ 30 native integrations and 500 more via Zapier
Ticket Collaboration	❌	✅ 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	❌	✅ 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.