Groove

Groove help desk software offers a streamlined approach to customer support, enabling teams to enhance their communication and efficiency. One of its standout features is the use of Canned Responses, which allows support agents to quickly address common inquiries, saving time and ensuring consistency in customer interactions. This functionality is complemented by a robust Knowledge Base, empowering users to find answers independently and reducing the volume of repetitive queries directed to support staff.

Customization is another key aspect of Groove, as the platform allows businesses to tailor their support interface to align with their brand identity. This design flexibility ensures that customers experience seamless interactions that feel consistent with the business’s overall aesthetic. Additionally, Groove's Reports and Analytics feature provides valuable insights into team performance and customer satisfaction, allowing organizations to make data-driven decisions that enhance service quality. With easy Import and Export capabilities, businesses can transition to Groove without losing important historical data, making it a practical choice for teams looking to improve their support processes.

Jira Service Desk

Jira Service Desk is a versatile help desk software designed to streamline IT service management and enhance customer support efficiency. One of its standout features is the ability to integrate seamlessly with Active Directory, allowing for quick user authentication and management. This integration helps teams maintain security while providing easy access to resources. The Activity Dashboard offers a comprehensive view of ongoing tickets, enabling support agents to prioritize tasks effectively and respond swiftly to client needs.

With customizable fields and statuses, organizations can tailor the platform to meet their specific workflow requirements, ensuring that every ticket is handled according to their unique processes. Additionally, the built-in customer satisfaction survey allows teams to gather feedback directly from users, helping to identify areas for improvement and enhance service quality. Jira Service Desk also supports internationalization, making it suitable for businesses operating in diverse regions. By employing REST APIs and third-party integrations, companies can further extend the software's capabilities, creating a robust ecosystem that meets their evolving support demands.

	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.