Groove vs ServiceNow vs Jitbit

Groove

Groove help desk software streamlines customer support by providing a suite of tools designed to enhance communication and efficiency. One of its standout features, Canned Responses, allows support teams to deliver quick, consistent replies to frequently asked questions, saving time and ensuring a reliable customer experience. Additionally, the Design Customization options enable businesses to tailor the appearance of their support interface, creating a cohesive brand presence that resonates with customers.

The platform also includes a robust Knowledge Base, empowering users to find solutions independently, which can lead to reduced ticket volume and increased customer satisfaction. For teams that value data-driven decision-making, Groove offers comprehensive Reports and Analytics that provide insights into support performance and customer interactions. Furthermore, the software supports Third-party Integrations, allowing businesses to connect Groove with existing tools and systems seamlessly, enhancing workflow efficiency and collaboration among team members. By integrating these features, Groove helps organizations optimize their support processes and foster stronger relationships with their customers.

ServiceNow

ServiceNow is a comprehensive help desk software designed to streamline IT service management and enhance operational efficiency. With robust features such as Active Directory integration and SLA management, organizations can effectively manage user access and ensure timely resolution of issues, leading to improved service delivery. The platform's Activity Dashboard provides real-time insights into ticket status and team performance, enabling managers to make data-driven decisions and optimize resource allocation.

One of the standout aspects of ServiceNow is its Workflow Automation capabilities, which help automate repetitive tasks and reduce manual intervention. This not only accelerates response times but also allows IT teams to focus on more strategic initiatives. Additionally, the built-in Knowledge Base and Community Forums foster collaboration among users, empowering them to share solutions and best practices. With customizable options like Custom Fields and Design Customization, businesses can tailor the software to fit their unique processes, enhancing user experience and overall satisfaction. By leveraging features such as Customer Satisfaction Surveys and Reports and Analytics, organizations can continuously refine their service offerings based on user feedback and performance metrics.

	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.