HappyFox vs Jira Service Desk vs Jitbit

HappyFox

HappyFox is a versatile help desk software designed to streamline customer support operations through its robust multi-channel support system. With features like Active Directory integration and Single-Sign-On, organizations can efficiently manage user access while maintaining security. The Activity Dashboard provides a comprehensive view of support metrics, enabling teams to monitor performance and make data-driven decisions. Additionally, the platform’s asset management capabilities allow teams to keep track of hardware and software resources, ensuring that all necessary tools are available for effective support.

The software also enhances communication and collaboration with features such as canned responses and ticket collaboration, allowing support teams to respond quickly to common inquiries without sacrificing personalization. HappyFox’s built-in knowledge base empowers customers to find answers independently, reducing the volume of tickets and improving overall satisfaction. Furthermore, the customer satisfaction survey and reports and analytics features enable teams to gather valuable feedback and insights, helping them continually refine their support strategies. Overall, HappyFox serves as a comprehensive solution that not only simplifies help desk operations but also fosters a more responsive and efficient customer service experience.

Jira Service Desk

Jira Service Desk offers a comprehensive help desk solution designed to enhance IT service management through its robust features and user-friendly interface. One of its standout capabilities is the integration with Active Directory, which simplifies user management by allowing seamless synchronization of user accounts and permissions. This feature not only streamlines the onboarding process but also ensures that support teams have easy access to the right resources. Additionally, the customizable Activity Dashboard provides real-time insights into ticket statuses and team performance, enabling organizations to allocate resources efficiently and improve response times.

The platform supports ITIL compliance, ensuring that teams can follow industry best practices for service management. With tools like SLA Management and a built-in Knowledge Base, Jira Service Desk helps organizations maintain high service quality while empowering users to find solutions independently. The inclusion of custom fields and statuses allows teams to tailor the software to their specific workflows, enhancing overall productivity. Moreover, the mobile app accessibility ensures that support staff can stay connected and responsive, even when they are away from their desks. This blend of flexibility and functionality makes Jira Service Desk a reliable choice for businesses looking to enhance their customer support operations.

	HappyFox	Jira Service Desk	Jitbit
	Popular cloud based support app	Customize everything to suit your needs	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$5400	$6000	$3897
Pricing: 3 years / 10 agents	$10800	$12000	$8367
Active Directory	✅ Only via ADFS/SAML	✅ Not on the SaaS version	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	✅ Realtime dashboards	✅ Ability to create custom 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	❌	✅ 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	✅ Various custom field options	✅ Many custom field types, including dependant fields. Various privacy options.
Custom Statuses	✅ Additional ticket statuses	✅ You can create custom statuses and customize how your customers see them	✅ 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	✅ CSATs come out of the box along with the nessesary reports	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Customizable customer-facing support portal only	✅ Customize colors and upload a logo. No custom CSS or JS	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	✅ Customizable templates on all plans	✅ A lot of template settings and customization	✅ You are able to completely change a template for any notification type
Escalation	✅ Yes, manual and automatic	✅ Multiple ways to set up a ticket 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	✅ Export tickets only, import users only	✅ Import and export to CSV or JSON	✅ Import and Export tickets via CSV files
Internationalization	✅ Multilingual	✅ Translate email templates and field names	✅ Available in 16 different languages
ITIL Compliance	❌	✅ Jira is ITIL certified	✅ Support for most ITIL processes
Knowledge Base	✅ Full self-service portal with FAQ	✅ Full-featured and searchable customer self-service portal	✅ 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	✅ Great mobile apps for all platforms	✅ iOS and Android
Multi-channel support	✅ Email, chat, social media + API	❌	✅ Possible to add unlimited channels via integrations and API
On-premise Version	❌	✅ Comes with an installable version built on Java	✅ A full on-premises version that runs on Windows Server
Reports and Analytics	✅ Yes, reports and exports	✅ Ability to built custom reports	✅ 13 reports with an ability to build your own and to export everything to Excel
REST API	✅ Present	✅ Complete API with oAuth	✅ API covers all the app features
Single-Sign-On	✅ SAML	❌	✅ SAML, Google login, Windows-integrated etc.
SLA Management	✅ SLA groups and evaluation	✅ SLA support out of the box	✅ Full SLA automation via actions/triggers
Support Widget	✅ Ticket creation forms for websites	✅ Web widget for your site	✅ Two different versions of a web widget
Third-party Integrations	✅ Impressive catalog of apps supported	✅ Marketplace with hundreds of apps, paid and free	✅ 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	✅ Support for simple WHEN/IF/THEN logic	✅ 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.