HappyFox vs Helpscout vs Jitbit

HappyFox

HappyFox Help Desk Software provides a comprehensive solution for businesses looking to enhance their customer support experience. With its robust multi-channel support, teams can effectively manage inquiries coming from email, live chat, and social media, ensuring no customer query goes unanswered. The Activity Dashboard offers real-time insights into team performance and ticket statuses, allowing managers to make informed decisions and optimize workflows. Coupled with features like SLA Management and Ticket Collaboration, HappyFox empowers organizations to prioritize urgent issues and facilitate seamless communication among team members.

The platform also excels in customization, enabling businesses to tailor their support processes to better fit their unique needs. Users can create Custom Fields and Statuses to streamline ticket categorization, while Canned Responses help speed up reply times for frequently asked questions. Additionally, the built-in Knowledge Base serves as a self-service resource, enhancing customer satisfaction and reducing the volume of repetitive support requests. With powerful reporting and analytics tools, organizations can track performance metrics and gather valuable insights, ultimately leading to improved service delivery and customer retention.

Helpscout

Help Scout is a versatile help desk software designed to enhance customer support experiences through its user-friendly interface and robust features. One of its standout qualities is the ability to streamline communication via Canned Responses, allowing support teams to quickly address common inquiries while maintaining a personal touch. This efficiency is complemented by Custom Fields, enabling businesses to tailor their support process to meet specific client needs, ultimately fostering stronger relationships.

Additionally, Help Scout offers powerful Reporting and Analytics tools that provide insights into team performance and customer satisfaction. By integrating Customer Satisfaction Surveys, organizations can gather valuable feedback to continuously improve their services. The platform's internationalization capabilities ensure that teams can support a global customer base, while its mobile apps allow support staff to remain connected and responsive from anywhere. With features like Single Sign-On and Third-party Integrations, Help Scout seamlessly fits into existing workflows, making it a practical choice for businesses looking to enhance their support operations.

	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.
Pricing: 3 years / 5 agents	$5400	$6300	$3897
Pricing: 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-premises 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. Available both as a hosted "SaaS" version and an on-premises version you can install on your own server.