Groove works great for small teams that have no demand for sophisticated features. It has all the basics and offers a good upgrade over doing customer support in a shared mailbox. Their knowledge base is very good as well and offers nice customization options. If you have a bigger team and need to collaborate on a lot of tickets it is probably best to look somewhere else.
HappyFox is a popular cloud-based helpdesk app that handles tickets, asset management, knowledge base and live chat (as a paid add on). Like many other help desk solution it comes with "Smart rules" engine, canned responses, realtime reports etc. Can be used not just by support teams, but by HR, Marketing and other departments too.
| 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-premises 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.
Freshdesk vs. Groove vs. Jitbit
Freshdesk vs. HappyFox vs. Jitbit
Freshdesk vs. Helpscout vs. Jitbit
Freshdesk vs. Jira Service Desk vs. Jitbit
Freshdesk vs. LiveAgent vs. Jitbit
Freshdesk vs. ServiceNow vs. Jitbit
Freshdesk vs. Zendesk vs. Jitbit
Freshdesk vs. Zoho Desk vs. Jitbit
Groove vs. HappyFox vs. Jitbit
Groove vs. Helpscout vs. Jitbit
Groove vs. Jira Service Desk vs. Jitbit
Groove vs. LiveAgent vs. Jitbit
Groove vs. ServiceNow vs. Jitbit
Groove vs. Zendesk vs. Jitbit
Groove vs. Zoho Desk vs. Jitbit
HappyFox vs. Helpscout vs. Jitbit
HappyFox vs. Jira Service Desk vs. Jitbit
HappyFox vs. LiveAgent vs. Jitbit
HappyFox vs. ServiceNow vs. Jitbit
HappyFox vs. Zendesk vs. Jitbit
HappyFox vs. Zoho Desk vs. Jitbit
Helpscout vs. Jira Service Desk vs. Jitbit
Helpscout vs. LiveAgent vs. Jitbit
Helpscout vs. ServiceNow vs. Jitbit
Helpscout vs. Zendesk vs. Jitbit
Helpscout vs. Zoho Desk vs. Jitbit
Jira Service Desk vs. LiveAgent vs. Jitbit
Jira Service Desk vs. ServiceNow vs. Jitbit
Jira Service Desk vs. Zendesk vs. Jitbit
Jira Service Desk vs. Zoho Desk vs. Jitbit
LiveAgent vs. ServiceNow vs. Jitbit
LiveAgent vs. Zendesk vs. Jitbit
LiveAgent vs. Zoho Desk vs. Jitbit
ServiceNow vs. Zendesk vs. Jitbit
ServiceNow vs. Zoho Desk vs. Jitbit
Zendesk vs. Zoho Desk vs. Jitbit
