Groove vs Zoho Desk vs Jitbit

Groove

You know that moment when a customer emails at 7 p.m. and you wish you had a single place to track everything? Groove is the kind of tool you reach for in that moment. It centers around a simple idea: keep inquiries organized and get back to people without jumping between apps. The Support Widget sits on your site and greases the wheels, so visitors can start a conversation without hunting for a contact page. It’s not flashy, just functional, which makes it easy to drop in and start using.

Behind the scenes, there’s a Knowledge Base that grows with your team—draft, edit, and share articles so customers can help themselves. Live Chat adds another layer, letting agents step in with context from ongoing threads instead of starting from scratch. And because no team is an island, Groove plays nice with Third-party Integrations, so you can connect it to your favorite tools and keep everything in one workspace. It’s not about hype; it’s about feeling prepared when the next ticket lands. If you value a setup that mirrors real-world support, Groove tends to fit that groove.

Zoho Desk

So I’ve been tinkering with Zoho Desk and it starts to feel like a real workspace companion after a while. It’s built around a clean ticket flow that keeps conversations organized—from first message to resolution. The REST API is handy if you want to pull or push data into other tools you already use, which makes it easier to stitch together a little automations loop without wrestling with clunky exports. Third-party integrations show up as a practical sidekick, letting you connect basics like chat, email, or calendar apps so you don’t have to hop between places to chase context.

What stands out is how escalation works in practice: you can bump a ticket up when it needs eyes from a higher tier, and the routes stay visible so you’re never left guessing who’s handling what. The Activity Dashboard is the kind of thing you glance at and suddenly you have a sense of where things are in the queue, what’s been touched recently, and what might slip through the cracks if you’re not careful. It feels like a tool that’s shaping into a workflow rather than just a static inbox, which is refreshing when you’re trying to stay on top of multiple conversations at once.

	Groove	Zoho Desk	Jitbit
	A simple app to replace your shared mailbox	Good helpdesk app that tightly integrates with Zoho ecosystem	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$5220	$1200	$3897
Pricing: 3 years / 10 agents	$10440	$2400	$8367
Active Directory	❌	❌	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	❌	✅ Displays some performance metrics. Not customizable.	✅ 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	✅ It is called Macros and works the same way as canned responses.	✅ 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	❌	❌	✅ 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	❌	❌	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Can only customize the web widget	✅ Allows you to use custom colors and logos	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	❌	✅ YYou can customize the email content of each event	✅ You are able to completely change a template for any notification type
Escalation	❌	✅ Includes an ability to create automated SLAs and 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	✅ Only export to CSV files	✅ Import and Export tickets via CSV files
Internationalization	❌	❌	✅ Available in 16 different languages
ITIL Compliance	❌	✅ Comes with ITIL workflows	✅ Support for most ITIL processes
Knowledge Base	✅ Good Knowledge Base with basic customization	✅ Multi-brand customizable knowledge base	✅ 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	❌	✅ Includes email, social media, live chat, 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	✅ Allows creation of 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	✅ 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	❌	✅ Supports SAML	✅ 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	✅ Many integrations, especially with the other Zoho 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	❌	✅ A lot of automation options with a great editor	✅ 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.