Groove vs HappyFox vs Jitbit


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.
3 years / 5 agents
3 years / 10 agents
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 ✔️
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
You are able to access most features via API
API covers all the app features
Single-Sign-On ✔️
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.

SaaS version on-premises version

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