HappyFox vs ServiceNow 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.

ServiceNow

ServiceNow ITSM is an enterprise-class IT service management solution targeted at large corporations. In addition to help desk ticketing, it provides asset management (with automated discovery), change management, lifecycle and release management etc. It's probably an overkill to use it just as a helpdesk unless you have really deep pockets.

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.
3 years / 5 agents
$5400
$18000
$3897
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-premise 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. 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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