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.
Help Scout is an example of an app that focuses on doing a single thing right. If you are looking for your first help desk check them out. Help Scout is one step above of just using a shared mailbox. It is well designed and has no learning curve. However, if you have more than 5 people in your team, have SLAs or other business policies Help Scout is probably not going to work for you. Plus plan is used for the comparison.
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.
Freshdesk vs. Groove vs. Jitbit
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Freshdesk vs. ServiceNow vs. Jitbit
Freshdesk vs. Zendesk vs. Jitbit
Freshdesk vs. Zoho Desk vs. Jitbit
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Groove vs. Jira Service Desk vs. Jitbit
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Groove vs. ServiceNow vs. Jitbit
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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