Groove

Groove help desk software offers a streamlined solution for businesses looking to enhance their customer support capabilities. One of its standout features is the ability to create Canned Responses, which enables support teams to respond quickly and consistently to frequently asked questions. This not only saves time but also improves customer satisfaction by providing immediate assistance. Additionally, Groove's Design Customization options allow businesses to tailor the interface to align with their brand identity, ensuring a cohesive customer experience.

The platform also integrates a comprehensive Knowledge Base, empowering customers to find solutions independently, thereby reducing the volume of support tickets. With robust Reports and Analytics, teams can gain valuable insights into support performance and customer interactions, facilitating data-driven decision-making. Furthermore, Groove’s Live Chat feature ensures real-time communication, bridging gaps between customers and support agents. The software’s flexibility is enhanced through Third-party Integrations and a REST API, allowing businesses to connect Groove with other tools they already use, creating a seamless workflow that supports efficient customer service operations.

Zoho Desk

Zoho Desk is a comprehensive help desk software designed to enhance customer support efficiency through a variety of innovative features. With its Activity Dashboard, support teams can gain real-time insights into ticket status and team performance, enabling better decision-making and prioritization. The platform's robust Knowledge Base empowers customers to find solutions independently, reducing ticket volume and enhancing user satisfaction. Additionally, the software supports multi-channel communication, allowing businesses to engage customers across email, social media, and chat, ensuring a seamless support experience.

Customization is a key advantage of Zoho Desk, as users can tailor email notification templates and design elements to reflect their brand identity. The inclusion of Canned Responses speeds up response times for frequently asked questions, further improving customer interactions. With built-in workflow automation and SLA management, teams can streamline processes and ensure timely resolutions, enhancing overall productivity. Furthermore, Zoho Desk supports integration with third-party applications, making it easier for businesses to expand their capabilities while improving collaboration among team members. This combination of features positions Zoho Desk as a practical solution for organizations aiming to elevate their customer service standards.

	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.