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.
Jira Service Desk is a very sophisticated help desk apps for a reasonable price. If you have complex business process and SLAs and need a high customization level Jira is a good pick for you. It allows you to change how most of the things work to make it suit your needs. However, it obviously has a bigger learning curve than most others. One of the few apps that offer an on-premise version. Standard plan was used in the comparison.
| 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
|
❌ |
| On-premises Version | ❌ | ❌ |
✔️
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.
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