HappyFox vs Helpscout vs Jitbit

HappyFox

HappyFox is a popular cloud-based helpdesk app that handles tickets, asset management, knowledge base and live chat (as a paid add on). Like many other help desk solution it comes with "Smart rules" engine, canned responses, realtime reports etc. Can be used not just by support teams, but by HR, Marketing and other departments too.

Helpscout

Help Scout is an example of an app that focuses on doing a single thing right. If you are looking for your first help desk check them out. Help Scout is one step above of just using a shared mailbox. It is well designed and has no learning curve. However, if you have more than 5 people in your team, have SLAs or other business policies Help Scout is probably not going to work for you. Plus plan is used for the comparison.

HappyFox Helpscout Jitbit
Popular cloud based support app A simple help desk focused on email. Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
3 years / 5 agents
$5400
$6300
$3897
3 years / 10 agents
$10800
$12600
$8367
Active Directory ✔️
Only via ADFS/SAML
✔️
Only Azure AD is supported
✔️
Integration via a script for your server or ADFS and SAML
Activity Dashboard ✔️
Realtime dashboards
✔️
Live overview dashboard
Asset Management ✔️
Yes, software and hardware assets
✔️
A complete asset management module tightly integrated into the rest of the app
Canned Responses ✔️
Canned actions for frequent replies
✔️
They are called Saved Replies. You can insert them in ticket replies
✔️
You can also assign canned responses to specific ticket categories if you need to
Community Forums ✔️
Forum included with higher plans
✔️
Ideas Forum comes out of the box
Custom Fields ✔️
Custom ticket text-fields for managing additional data
✔️
Up to ten custom fields per mailbox
✔️
Many custom field types, including dependant fields. Various privacy options.
Custom Statuses ✔️
Additional ticket statuses
✔️
Add custom statuses, customize how your customers see them and assign different colors to them
Customer satisfaction survey ✔️
Rating survey only on 'Enterprise' plan and higher
✔️
Comes with CSATs and a Happiness report
✔️
Optional CSATs in email notifications and a report
Design Customization ✔️
Customizable customer-facing support portal only
✔️
Customize Knowledge Base with externally hosted CSS files
✔️
Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates ✔️
Customizable templates on all plans
✔️
You are able to completely change a template for any notification type
Escalation ✔️
Yes, manual and automatic
✔️
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 ✔️
Export tickets only, import users only
✔️
Can be done via API
✔️
Import and Export tickets via CSV files
Internationalization ✔️
Multilingual
✔️
You can manually translate some parts of the app
✔️
Available in 16 different languages
ITIL Compliance ✔️
Support for most ITIL processes
Knowledge Base ✔️
Full self-service portal with FAQ
✔️
It's called Docs and it is highly customizable
✔️
Customizable Knowledge Base optimized for search engines
Live Chat ✔️
Separate sub-product
✔️
A free live chat component in the web widget
Mobile Apps ✔️
iOS and Android
✔️
iOS and Android
✔️
iOS and Android
Multi-channel support ✔️
Email, chat, social media + API
✔️
Possible to add unlimited channels via integrations and API
On-premise Version ✔️
A full on-premise version that runs on Windows Server
Reports and Analytics ✔️
Yes, reports and exports
✔️
Most must-have reports are included
✔️
13 reports with an ability to build your own and to export everything to Excel
REST API ✔️
Present
✔️
Sparate APIs for KB and tickets
✔️
API covers all the app features
Single-Sign-On ✔️
SAML
✔️
Separate add-on for $5 per user per month
✔️
SAML, Google login, Windows-integrated etc.
SLA Management ✔️
SLA groups and evaluation
✔️
Full SLA automation via actions/triggers
Support Widget ✔️
Ticket creation forms for websites
✔️
Two different versions of a web widget
Third-party Integrations ✔️
Impressive catalog of apps supported
✔️
80+ apps
✔️
30 native integrations and 500 more via Zapier
Ticket Collaboration ✔️
Real-time agent collision detection (on 'Enterprise' plan and higher)
✔️
See when other techs are viewing tickets in real-time, assign multiple people to a ticket
Workflow Automation ✔️
Smart rules for workflow automation
✔️
Very basic automation features are available
✔️
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. It comes both as a hosted "SaaS" version and an on-premise version you can install on your own server.

SaaS version on-premise version

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