HappyFox

HappyFox is a versatile help desk software that streamlines customer support operations through its robust feature set, designed to enhance efficiency and user satisfaction. One standout feature is the Activity Dashboard, which provides a clear overview of support activities, allowing teams to monitor performance and identify areas for improvement. With multi-channel support, businesses can engage with customers seamlessly through various platforms, ensuring that all inquiries are handled promptly and effectively.

Another key aspect of HappyFox is its Asset Management capabilities, enabling organizations to track and manage their resources efficiently. This feature, combined with custom fields and statuses, allows teams to tailor their support processes to meet specific needs, enhancing workflow automation. Moreover, the integration of Community Forums fosters collaboration among users, promoting knowledge sharing and reducing the volume of repetitive inquiries. With features like customer satisfaction surveys and detailed reports and analytics, HappyFox empowers organizations to gather valuable feedback and make informed decisions to elevate their support services.

ServiceNow

ServiceNow is a robust help desk software solution designed to streamline IT service management and enhance customer support. With features such as Active Directory integration and Single Sign-On, organizations can simplify user authentication while ensuring security and ease of access. The platform promotes efficient ticket collaboration through its Activity Dashboard, allowing support teams to track progress and manage workflows seamlessly. This holistic approach not only boosts productivity but also fosters a more responsive service environment.

One of ServiceNow's standout capabilities is its extensive Asset Management functionality, which enables organizations to monitor and manage IT assets effectively. Coupled with customizable features like Custom Fields and Email Notification Templates, teams can tailor their support strategies to meet specific business needs. Additionally, the built-in Knowledge Base and Community Forums empower users to seek solutions independently, improving customer satisfaction and reducing ticket volume. By leveraging these tools, organizations can achieve ITIL compliance while delivering a more organized and efficient service experience.

	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.