Groove vs Helpscout vs Jitbit

Groove

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.

Helpscout

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.
3 years / 5 agents
$5220
$6300
$3897
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 ✔️
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-premise 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 ✔️
Possible to set up with escalation
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 others 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. It comes both as a hosted "SaaS" version and an on-premise version you can install on your own server.

SaaS version on-premise version

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