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. | |
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.
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