HappyFox vs ServiceNow vs Jitbit


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 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
3 years / 10 agents
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
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 ✔️
Extra languages via a plugin
Available in 16 different languages
ITIL Compliance ✔️
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
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
13 reports with an ability to build your own and to export everything to Excel
API covers all the app features
Single-Sign-On ✔️
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.

SaaS version on-premises version

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