Groove vs Jira Service Desk vs Jitbit

Groove

You ever find yourself juggling a dozen tabs and still missing a beat with customer questions? Groove slides into that mess and keeps things tidy. It’s a help desk that blends into the flow of your day rather than shouting for attention. You can chat with customers in real time through Live Chat, so you’re not stuck waiting on email threads to clarify a simple thing. When a ticket lands, it feels like you’re threading replies together rather than stitching separate conversations back together.

What makes it feel human is the little touches: Design Customization lets you tweak the vibe so your workspace looks and behaves the way you want, not the way someone else thinks you should. Canned Responses come in handy for the common stuff, so you’re not typing the same lines over and over, but you still keep the tone you’d use in a real chat. And then there are Third-party Integrations that nudge Groove to play nicely with the other tools you already rely on, so you don’t have to jump between apps. It’s not flashy, but it’s there when you need it.

Jira Service Desk

You know that sinking feeling when you log a ticket and then forget what happened to it? Jira Service Desk feels like it’s built to cut through that noise. The Activity Dashboard gives you a real-time pulse on what’s moving, what’s waiting, and what’s stuck in a loop, so you’re not chasing ghosts. It’s lightweight enough to glance at between tasks but solid enough to rely on when the week gets busy.

Customers aren’t just tickets; they’re people with questions and needs, and the built-in customer satisfaction survey helps you see how things landed after the fact. It’s a simple nudge to reflect on what’s working and what isn’t without turning into a full-blown post-mortem. On the technical side, internationalization means you can support teammates and end users who speak different languages, which helps keep conversations clear. And if you’re already using Active Directory, the integration makes sense: it’s one less login hurdle and another step toward keeping things organized and secure. It’s not flashy, but it’s the kind of tool that tends to disappear into the background just when you need it to.

	Groove	Jira Service Desk	Jitbit
	A simple app to replace your shared mailbox	Customize everything to suit your needs	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$5220	$6000	$3897
Pricing: 3 years / 10 agents	$10440	$12000	$8367
Active Directory	❌	✅ Not on the SaaS version	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	❌	✅ Ability to create custom dashboards	✅ 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	❌	✅ 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	❌	✅ Various custom field options	✅ Many custom field types, including dependant fields. Various privacy options.
Custom Statuses	❌	✅ You can create custom statuses and customize how your customers see them	✅ Add custom statuses, customize how your customers see them and assign different colors to them
Customer satisfaction survey	❌	✅ CSATs come out of the box along with the nessesary reports	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Can only customize the web widget	✅ Customize colors and upload a logo. No custom CSS or JS	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	❌	✅ A lot of template settings and customization	✅ You are able to completely change a template for any notification type
Escalation	❌	✅ Multiple ways to set up a ticket 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	✅ Import and export to CSV or JSON	✅ Import and Export tickets via CSV files
Internationalization	❌	✅ Translate email templates and field names	✅ Available in 16 different languages
ITIL Compliance	❌	✅ Jira is ITIL certified	✅ Support for most ITIL processes
Knowledge Base	✅ Good Knowledge Base with basic customization	✅ Full-featured and searchable customer self-service portal	✅ 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	❌	✅ Great mobile apps for all platforms	✅ iOS and Android
Multi-channel support	❌	❌	✅ Possible to add unlimited channels via integrations and API
On-premise Version	❌	✅ Comes with an installable version built on Java	✅ A full on-premises version that runs on Windows Server
Reports and Analytics	✅ Some basic reports on tickets and KB	✅ Ability to built custom reports	✅ 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	✅ Complete API with oAuth	✅ API covers all the app features
Single-Sign-On	❌	❌	✅ SAML, Google login, Windows-integrated etc.
SLA Management	❌	✅ SLA support out of the box	✅ Full SLA automation via actions/triggers
Support Widget	✅ Web widget with live chat	✅ Web widget for your site	✅ Two different versions of a web widget
Third-party Integrations	✅ Around 20 integrations with the most popular apps	✅ Marketplace with hundreds of apps, paid and free	✅ 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	❌	✅ Support for simple WHEN/IF/THEN logic	✅ 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.