Groove vs Jira Service Desk 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.

Jira Service Desk

Jira Service Desk is a very sophisticated help desk apps for a reasonable price. If you have complex business process and SLAs and need a high customization level Jira is a good pick for you. It allows you to change how most of the things work to make it suit your needs. However, it obviously has a bigger learning curve than most others. One of the few apps that offer an on-premise version. Standard plan was used in the comparison.

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.
3 years / 5 agents
$3420
$3600
$3897
3 years / 10 agents
$6840
$7200
$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
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-premise 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 and Google login
SLA Management ✔️
SLA support out of the box
✔️
Possible to set up with escalation
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 others 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. 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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