Groove vs HappyFox vs Jitbit
Groove
Groove help desk software is designed to streamline customer support processes while enhancing team efficiency. With features like Canned Responses, support agents can quickly address common inquiries, significantly reducing response times and ensuring a consistent customer experience. The platform's Design Customization options empower businesses to tailor their support interface to align with their branding, fostering a cohesive user experience for customers seeking assistance.
In addition to its user-centric design, Groove offers a robust Knowledge Base that allows customers to find answers independently, reducing the volume of repetitive queries for support teams. The inclusion of Live Chat facilitates real-time communication, ensuring that urgent issues are addressed promptly. Moreover, the software provides comprehensive Reports and Analytics that help organizations assess performance metrics and identify areas for improvement. With capabilities for Import and Export and seamless Third-party Integrations, Groove ensures that businesses can easily transition to its platform and maximize their existing tools, creating a more integrated support environment.
HappyFox
HappyFox Help Desk Software streamlines customer support by offering a comprehensive suite of tools designed to enhance efficiency and collaboration. With features like Multi-channel support and Live Chat, businesses can connect with customers through their preferred communication channels, ensuring timely and effective responses. The Activity Dashboard provides a real-time overview of support operations, enabling teams to monitor performance and identify areas for improvement. This transparency helps organizations maintain high customer satisfaction levels through informed decision-making.
In addition to its robust communication capabilities, HappyFox excels in workflow automation and ticket collaboration. Custom Fields and Custom Statuses allow teams to tailor the software to their specific needs, ensuring that support processes align with organizational goals. The Knowledge Base empowers customers to find answers independently, reducing the volume of incoming tickets and facilitating a smoother support experience. With features such as SLA Management and Customer satisfaction surveys, businesses can continuously assess and enhance their service quality, fostering stronger relationships with their clients. Overall, HappyFox helps organizations improve their support processes while providing a seamless experience for both agents and customers.
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.
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