Groove vs Zendesk vs Jitbit

Groove

You ever wish customer support software could feel a little more human? Groove sits in that space where you can actually shape how you work without wrestling with brittle setups. It starts with a clean, familiar feel for conversations, but beyond that there’s a quiet power to the way it surfaces what you need when you need it. You can peek at Reports and Analytics to see what’s happening, which tickets stack up, and where your team is spending time, all without pulling data from three different tools.

Design Customization is the quiet hero here—change layouts, colors, and how things flow so your team isn’t fighting the interface, and your customers don’t feel like they’re on a different platform every time they reach out. The REST API makes it possible to connect Groove with other tools you already use, so you’re not rebuilding the wheel. And when you’re drafting replies, Canned Responses save you from typing the same things over and over, while still letting you tweak each message for tone. It’s not flashy, just thoughtful about the everyday stuff that makes support smoother.

Zendesk

You know, when you’re juggling tickets and trying to keep everything from slipping through the cracks, that feeling of having a decent roadmap is gold. Zendesk sits in the mix as a help desk tool that aims to organize conversations, tickets, and responses in one place. People create articles in a Knowledge Base so both agents and customers can search for answers before waving a white flag and pinging support. It’s not just a message board; it supports a flow where new issues can become documented solutions over time.

What helps is the way it talks to other parts of your stack. There are Third-party Integrations that let you pull in tools you already use, so you don’t have to switch apps every time you need a status update or a note from engineering. On the compliance side, ITIL Compliance is a thing you’ll notice, which gives the process some recognizable structure—things like incident, problem, and change handling aren’t just vibes. And if you’re on the move, the Mobile Apps keep a reasonable skimming of tickets and knowledge edits, so you’re not stuck at a desk to keep things moving.

	Groove	Zendesk	Jitbit
	A simple app to replace your shared mailbox	The most popular help desk app out there	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$5220	$8820	$3897
Pricing: 3 years / 10 agents	$10440	$17640	$8367
Active Directory	❌	✅ Active Directory authentication is possible if you install a special script on your server	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	❌	✅ You can put data from some reports into your dashboard	✅ 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	✅ Macros allow you to respond to tickets with a pre-written message.	✅ 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	❌	✅ You can add custom fields and use them with other features such as automation, macros, etc.	✅ Many custom field types, including dependant fields. Various privacy options.
Custom Statuses	❌	❌	✅ Add custom statuses, customize how your customers see them and assign different colors to them
Customer satisfaction survey	❌	✅ Only on Professional plan or higher	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Can only customize the web widget	✅ You can customize the public-facing pages, but not what your employees see	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	❌	✅ You can fully customize most email templates for notifications that your customers get	✅ You are able to completely change a template for any notification type
Escalation	❌	✅ Possible to escalate tickets with workflow automation features	✅ 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	✅ Starting with Professional plan you can export your tickets to an XML file. Import only possible via API.	✅ Import and Export tickets via CSV files
Internationalization	❌	✅ UI is not translatable. You can provide content, such as Knowledge Base articles in multiple languages on Professional plan	✅ Available in 16 different languages
ITIL Compliance	❌	✅ Claims to be designed with ITIL principles in mind	✅ Support for most ITIL processes
Knowledge Base	✅ Good Knowledge Base with basic customization	✅ Basic version comes with Professional plan. Full version is only available as a separate add-on	✅ 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	❌	✅ Offers apps for iOS and Android	✅ iOS and Android
Multi-channel support	❌	✅ A lot of support channels are built-in in the app: email, Twitter, Facebook, etc.	✅ Possible to add unlimited channels via integrations and API
On-premise Version	❌	❌	✅ A full on-premises version that runs on Windows Server
Reports and Analytics	✅ Some basic reports on tickets and KB	✅ Reports are only available on Professional plan or higher	✅ 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	✅ Fully featured API on all plans	✅ API covers all the app features
Single-Sign-On	❌	✅ Most standard SSO options are available	✅ SAML, Google login, Windows-integrated etc.
SLA Management	❌	✅ SLA features are natively supported in the app	✅ Full SLA automation via actions/triggers
Support Widget	✅ Web widget with live chat	✅ Web widget and Mobile SDK	✅ Two different versions of a web widget
Third-party Integrations	✅ Around 20 integrations with the most popular apps	✅ Hundreds of integrations with all popular apps	✅ 30 native integrations and 500 more via Zapier
Ticket Collaboration	❌	✅ Light agents, side conversations and CCs and followers	✅ See when other techs are viewing tickets in real-time, assign multiple people to a ticket
Workflow Automation	❌	✅ Powerful engine that allows you to automate any business process	✅ 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.