HappyFox vs ServiceNow vs Jitbit

HappyFox

You know when you’re juggling tickets and suddenly everything feels a little chaotic? HappyFox is that calm, organized layer on top of your support flow. It keeps messages from customers neatly threaded and easy to find, so you’re not digging through a maze to track what happened last week. Escalation rules nip problems in the bud by routing tricky issues to the right person or team, so nothing gets stuck in limbo.

The whole setup feels approachable because you can tailor statuses to match how your team actually works. Custom Statuses let you describe where a ticket is in the process without forcing generic labels. A Support Widget sits on your site and collects questions right where they come up, reducing back-and-forth and giving customers a familiar place to start. And when you’re hungry for more, Community Forums give customers a space to help each other out, share tips, and point folks toward common solutions. It’s not flashy, just a practical way to keep conversations moving and knowledge flowing.

ServiceNow

You know how it goes when you’re juggling tickets and jotting notes between shifts. ServiceNow feels like that quiet, steady workspace you keep returning to: a help desk platform that keeps track of conversations, updates, and tasks in one place. It’s not about flashy gimmicks; it’s about having a single canvas where emails, tickets, and approvals all thread together. The email notification templates are handy for keeping customers in the loop without reinventing the wheel every time someone hits “reply.” It’s the kind of thing that saves a few minutes here and there, which, in a busy day, adds up.

If you’re keeping things in-house, there’s the on-premise version, which gives you the option to run things within your own network. That’s a different rhythm from cloud-hosted setups and can matter for teams with strict data policies. The Import and Export features make it feel less like a locked-in system and more like a working file cabinet you can shape. And when it’s time to close the loop, a customer satisfaction survey is easy to drop in—a simple nudge to gather feedback after a ticket. It’s not flashy, but it’s the sort of practical tool you end up relying on over time.

	HappyFox	ServiceNow	Jitbit
	Popular cloud based support app	Enterprise-class ITSM solution	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$5400	$18000	$3897
Pricing: 3 years / 10 agents	$10800	$36000	$8367
Active Directory	✅ Only via ADFS/SAML	✅ LDAP, SAML authentication	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	✅ Realtime dashboards	✅ Live activity dashboard	✅ Live overview dashboard
Asset Management	✅ Yes, software and hardware assets	✅ Full fledged asset management with automated discovery	✅ A complete asset management module tightly integrated into the rest of the app
Canned Responses	✅ Canned actions for frequent replies	✅ Response templates	✅ You can also assign canned responses to specific ticket categories if you need to
Community Forums	✅ Forum included with higher plans	✅ Yes	✅ Ideas Forum comes out of the box
Custom Fields	✅ Custom ticket text-fields for managing additional data	✅ Custom fields via additional database columns	✅ Many custom field types, including dependant fields. Various privacy options.
Custom Statuses	✅ Additional ticket statuses	✅ Custom statuses for tickets and incidents	✅ 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	✅ Separate satisfaction surveys, not tied to tickets	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Customizable customer-facing support portal only	✅ Custom forms layouts only	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	✅ Customizable templates on all plans	✅ WYSIWIG/HTML templates	✅ You are able to completely change a template for any notification type
Escalation	✅ Yes, manual and automatic	✅ Manual or via triggers	✅ Possible to set up various escalation scenarios via automation
Exchange Integration	❌	✅ Native integration via a plugin	✅ Native EWS support instead of IMAP. oAuth support for Office 365
Import and Export	✅ Export tickets only, import users only	✅ Import/export from Excel, export to PDF	✅ Import and Export tickets via CSV files
Internationalization	✅ Multilingual	✅ Extra languages via a plugin	✅ Available in 16 different languages
ITIL Compliance	❌	✅ Full ITIL/ITSM	✅ Support for most ITIL processes
Knowledge Base	✅ Full self-service portal with FAQ	✅ Knowledge base and the self-service portal	✅ Customizable Knowledge Base optimized for search engines
Live Chat	✅ Separate sub-product	✅ Yes	✅ A free live chat component in the web widget
Mobile Apps	✅ iOS and Android	✅ Only via 'Now' mobile app	✅ iOS and Android
Multi-channel support	✅ Email, chat, social media + API	❌	✅ Possible to add unlimited channels via integrations and API
On-premise Version	❌	✅ Yes, but only the highest pricing tier	✅ A full on-premises version that runs on Windows Server
Reports and Analytics	✅ Yes, reports and exports	✅ Yes	✅ 13 reports with an ability to build your own and to export everything to Excel
REST API	✅ Present	✅ Included	✅ API covers all the app features
Single-Sign-On	✅ SAML	✅ SAML, LDAP	✅ SAML, Google login, Windows-integrated etc.
SLA Management	✅ SLA groups and evaluation	✅ SLA policies available	✅ 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	❌	✅ 30 native integrations and 500 more via Zapier
Ticket Collaboration	✅ Real-time agent collision detection (on 'Enterprise' plan and higher)	✅ Transfer and CC, but no live updates and collision detection	✅ See when other techs are viewing tickets in real-time, assign multiple people to a ticket
Workflow Automation	✅ Smart rules for workflow automation	✅ Automation Designer in the 'Now' platform	✅ 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.