Groove vs Zendesk vs Jitbit
Groove
Groove help desk software offers a streamlined approach to customer support, making it easier for businesses to manage inquiries and enhance communication. One of its standout features is the ability to utilize Canned Responses, which allows support teams to quickly address frequently asked questions, improving response times and ensuring consistent messaging. This efficiency is further complemented by the platform's robust Knowledge Base, empowering customers to find answers independently and reducing the volume of repetitive inquiries.
Additionally, Groove provides extensive Design Customization options, enabling businesses to tailor the support experience to align with their brand identity. The platform also supports seamless Import and Export functions, making it simple to transition from other systems or back up important data. With built-in Reports and Analytics, teams can gain valuable insights into performance metrics, helping to refine their support strategies over time. By integrating with various third-party applications, Groove ensures that businesses can enhance their operational workflows, making it a versatile choice for organizations focused on improving customer satisfaction.
Zendesk
Zendesk is a versatile help desk software designed to streamline customer support while enhancing overall user experience. With its multi-channel support, businesses can engage customers through various platforms, ensuring seamless communication and efficient issue resolution. The Activity Dashboard provides teams with a comprehensive overview of ongoing customer interactions, empowering them to prioritize tasks effectively and maintain a high level of service.
The software also offers robust features like Canned Responses and Custom Fields, which help support agents provide quick and personalized replies to common inquiries. Additionally, the integrated Customer Satisfaction Survey allows businesses to gather valuable feedback, helping them to continuously improve their service. With ITIL compliance and SLA Management, organizations can adhere to industry standards while ensuring timely responses and resolutions. Combined with third-party integrations and a REST API, Zendesk provides a flexible solution that adapts to the unique needs of any business, fostering collaboration and enhancing productivity across teams.
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.
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