Groove vs Helpscout 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, reducing response times and allowing for more personalized interactions with customers. The platform also offers robust Design Customization options, enabling businesses to tailor their support portal to reflect their brand identity, ultimately creating a seamless experience for users.

Additionally, Groove’s Knowledge Base empowers customers to find answers independently, leading to reduced ticket volume and increased customer satisfaction. The software supports third-party integrations, allowing businesses to connect with their existing tools effortlessly. With comprehensive Reports and Analytics, teams can gain insights into their support operations, making data-driven decisions that foster continuous improvement. Overall, Groove combines essential functionalities with a user-friendly interface, helping businesses provide effective support while maintaining a strong focus on customer engagement.

Helpscout

Help Scout is a user-friendly help desk software designed to enhance customer support efficiency and satisfaction. Its seamless integration with Active Directory and Single-Sign-On features simplifies the onboarding process, allowing teams to manage user access effortlessly. This ensures that support agents can focus on what truly matters: delivering exceptional service. With customizable options, such as Custom Fields and Design Customization, Help Scout enables businesses to tailor their support environment to align with their branding and operational needs.

Additionally, Help Scout offers valuable tools like Canned Responses and Workflow Automation, which streamline communication and reduce response times. The built-in Knowledge Base empowers customers to find solutions independently, leading to increased self-service and satisfaction. Furthermore, the comprehensive Reports and Analytics feature provides insights into team performance and customer interactions, helping organizations make informed decisions. With mobile apps and robust Third-party Integrations, Help Scout ensures that support teams can stay connected and responsive, regardless of their location, ultimately fostering stronger relationships with customers.

	Groove	Helpscout	Jitbit
	A simple app to replace your shared mailbox	A simple help desk focused on email.	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$5220	$6300	$3897
Pricing: 3 years / 10 agents	$10440	$12600	$8367
Active Directory	❌	✅ Only Azure AD is supported	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	❌	❌	✅ Live overview dashboard
Asset Management	❌	❌	✅ A complete asset management module tightly integrated into the rest of the app
Canned Responses	✅ Has standard canned replies features	✅ They are called Saved Replies. You can insert them in ticket replies	✅ You can also assign canned responses to specific ticket categories if you need to
Community Forums	❌	❌	✅ Ideas Forum comes out of the box
Custom Fields	❌	✅ Up to ten custom fields per mailbox	✅ Many custom field types, including dependant fields. Various privacy options.
Custom Statuses	❌	❌	✅ Add custom statuses, customize how your customers see them and assign different colors to them
Customer satisfaction survey	❌	✅ Comes with CSATs and a Happiness report	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Can only customize the web widget	✅ Customize Knowledge Base with externally hosted CSS files	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	❌	❌	✅ You are able to completely change a template for any notification type
Escalation	❌	❌	✅ 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	✅ Can be done via API	✅ Import and Export tickets via CSV files
Internationalization	❌	✅ You can manually translate some parts of the app	✅ Available in 16 different languages
ITIL Compliance	❌	❌	✅ Support for most ITIL processes
Knowledge Base	✅ Good Knowledge Base with basic customization	✅ It's called Docs and it is highly customizable	✅ Customizable Knowledge Base optimized for search engines
Live Chat	✅ Live chat via the widget	❌	✅ A free live chat component in the web widget
Mobile Apps	❌	✅ iOS and Android	✅ iOS and Android
Multi-channel support	❌	❌	✅ 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	✅ Most must-have reports are included	✅ 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	✅ Sparate APIs for KB and tickets	✅ API covers all the app features
Single-Sign-On	❌	✅ Separate add-on for $5 per user per month	✅ SAML, Google login, Windows-integrated etc.
SLA Management	❌	❌	✅ Full SLA automation via actions/triggers
Support Widget	✅ Web widget with live chat	❌	✅ Two different versions of a web widget
Third-party Integrations	✅ Around 20 integrations with the most popular apps	✅ 80+ apps	✅ 30 native integrations and 500 more via Zapier
Ticket Collaboration	❌	❌	✅ See when other techs are viewing tickets in real-time, assign multiple people to a ticket
Workflow Automation	❌	✅ Very basic automation features are available	✅ 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.