Groove vs ServiceNow vs Jitbit

Groove

You know that feeling when you need a hand and options keep piling up? Groove sits in that moment with a simple goal: keep conversations moving without the extra busywork. It offers Live Chat so you can reply in real time, right where your customers are hanging out, instead of juggling tickets in a dozen tabs. When the chat slows down, you can lean on a Knowledge Base to share clear, organized how-tos and self-help guides, reducing repetitive questions and letting folks self-serve if they want.

Under the hood, Groove gives you a REST API so you can push or pull data between tools you already use, without reinventing the wheel every time. And because every team works a little differently, there’s Design Customization to tweak the look and feel—colors, headers, layouts—so your support pages match the vibe of your product. It’s not about flashy promises; it’s about a straightforward setup that keeps your support flow steady. If you’re building a small team’s workflow or testing new support ideas, Groove tends to feel more like a quiet, dependable companion than a heavy system.

ServiceNow

So you’ve got a ticket in, and you’re juggling priorities like a librarian with a buzzing inbox. ServiceNow keeps things moving not by shouting about it, but by showing you what’s urgent, what’s next, and what’s stalled. The SLA Management tools track response and resolution times in real time, so you can see if something’s slipping and where to nudge. It’s not about hype; it’s about keeping a steady rhythm so people actually fix stuff instead of wondering who’s on it.

Behind the scenes, ITIL Compliance is baked in, which helps teams align their processes with widely-adopted best practices without reinventing the wheel every quarter. You can document workflows, approvals, and changes in a way that makes audit trails legible and useful, not mystifying. And because organizations don’t live in a single language or region, Internationalization support is there to handle multiple locales, time zones, and data formats. The Activity Dashboard ties it all together—latest updates, assignees, and history—so you’re not digging through threads and notes to figure out what happened last. It’s practical, it’s transparent, and it tends to just keep things moving a bit smoother.

	Groove	ServiceNow	Jitbit
	A simple app to replace your shared mailbox	Enterprise-class ITSM solution	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$5220	$18000	$3897
Pricing: 3 years / 10 agents	$10440	$36000	$8367
Active Directory	❌	✅ LDAP, SAML authentication	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	❌	✅ Live activity dashboard	✅ Live overview dashboard
Asset Management	❌	✅ Full fledged asset management with automated discovery	✅ A complete asset management module tightly integrated into the rest of the app
Canned Responses	✅ Has standard canned replies features	✅ Response templates	✅ You can also assign canned responses to specific ticket categories if you need to
Community Forums	❌	✅ Yes	✅ Ideas Forum comes out of the box
Custom Fields	❌	✅ Custom fields via additional database columns	✅ Many custom field types, including dependant fields. Various privacy options.
Custom Statuses	❌	✅ Custom statuses for tickets and incidents	✅ Add custom statuses, customize how your customers see them and assign different colors to them
Customer satisfaction survey	❌	✅ Separate satisfaction surveys, not tied to tickets	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Can only customize the web widget	✅ Custom forms layouts only	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	❌	✅ WYSIWIG/HTML templates	✅ You are able to completely change a template for any notification type
Escalation	❌	✅ Manual or via triggers	✅ Possible to set up various escalation scenarios via automation
Exchange Integration	❌	✅ Native integration via a plugin	✅ Native EWS support instead of IMAP. oAuth support for Office 365
Import and Export	✅ Only via API	✅ Import/export from Excel, export to PDF	✅ Import and Export tickets via CSV files
Internationalization	❌	✅ Extra languages via a plugin	✅ Available in 16 different languages
ITIL Compliance	❌	✅ Full ITIL/ITSM	✅ Support for most ITIL processes
Knowledge Base	✅ Good Knowledge Base with basic customization	✅ Knowledge base and the self-service portal	✅ Customizable Knowledge Base optimized for search engines
Live Chat	✅ Live chat via the widget	✅ Yes	✅ A free live chat component in the web widget
Mobile Apps	❌	✅ Only via 'Now' mobile app	✅ iOS and Android
Multi-channel support	❌	❌	✅ Possible to add unlimited channels via integrations and API
On-premise Version	❌	✅ Yes, but only the highest pricing tier	✅ A full on-premises version that runs on Windows Server
Reports and Analytics	✅ Some basic reports on tickets and KB	✅ Yes	✅ 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	✅ Included	✅ API covers all the app features
Single-Sign-On	❌	✅ SAML, LDAP	✅ SAML, Google login, Windows-integrated etc.
SLA Management	❌	✅ SLA policies available	✅ 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	❌	✅ 30 native integrations and 500 more via Zapier
Ticket Collaboration	❌	✅ Transfer and CC, but no live updates and collision detection	✅ See when other techs are viewing tickets in real-time, assign multiple people to a ticket
Workflow Automation	❌	✅ Automation Designer in the 'Now' platform	✅ 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.