Helpscout vs Jira Service Desk vs Jitbit
Helpscout
You know how managing customer support can sometimes feel overwhelming? That’s where Helpscout comes in. It’s designed to streamline communication without the usual clutter that you often find in help desk tools. One of its standout features is the REST API, which makes integrating with other tools a breeze. It’s pretty handy if you’re using multiple applications to manage your workflow.
Another cool aspect is the mobile apps that allow you to keep tabs on customer inquiries while you're on the go. Whether you’re at a coffee shop or waiting for a meeting, you can respond to customers quickly. Plus, with Single-Sign-On, logging in becomes a lot simpler, saving you from the hassle of remembering multiple passwords. And let’s not forget about workflow automation, which helps you set up repetitive tasks to run smoothly in the background. This way, you can focus more on the actual support rather than getting bogged down by the nitty-gritty. Overall, Helpscout feels like a thoughtful companion for anyone looking to improve their customer support game.
Jira Service Desk
Jira Service Desk is a versatile help desk software designed to streamline customer support processes while enhancing team collaboration. With its robust integration capabilities, including Active Directory support, organizations can easily manage user access and permissions. This seamless integration ensures that teams can quickly respond to customer inquiries, creating a more efficient support experience. The customizable nature of Jira Service Desk allows users to tailor workflows with Custom Fields and Custom Statuses, enabling teams to adapt the system to their specific needs and enhance productivity.
The platform's Activity Dashboard provides real-time insights into support operations, helping teams stay informed about ongoing issues and performance metrics. Coupled with SLA Management, organizations can ensure timely responses and resolution of tickets, fostering improved customer satisfaction. The built-in Knowledge Base empowers customers to find solutions independently, reducing the volume of incoming requests. Additionally, the mobile app offers on-the-go access, allowing support teams to manage inquiries from anywhere. With features like Reports and Analytics, Jira Service Desk not only supports efficient ticket management but also drives continuous improvement in service delivery.
Helpscout | Jira Service Desk | Jitbit | |
---|---|---|---|
A simple help desk focused on email. | Customize everything to suit your needs | Help Desk Software built for email. Trusted by thousands of companies across 50 + countries. | |
Pricing: 3 years / 5 agents |
$6300
|
$6000
|
$3897
|
Pricing: 3 years / 10 agents |
$12600
|
$12000
|
$8367
|
Active Directory | ✅ Only Azure AD is supported | ✅ Not on the SaaS version | ✅ Integration via a script for your server or ADFS and SAML |
Activity Dashboard | ❌ | ✅ Ability to create custom dashboards | ✅ Live overview dashboard |
Asset Management | ❌ | ❌ | ✅ A complete asset management module tightly integrated into the rest of the app |
Canned Responses | ✅ They are called Saved Replies. You can insert them in ticket replies | ❌ | ✅ You can also assign canned responses to specific ticket categories if you need to |
Community Forums | ❌ | ❌ | ✅ Ideas Forum comes out of the box |
Custom Fields | ✅ Up to ten custom fields per mailbox | ✅ Various custom field options | ✅ Many custom field types, including dependant fields. Various privacy options. |
Custom Statuses | ❌ | ✅ You can create custom statuses and customize how your customers see them | ✅ Add custom statuses, customize how your customers see them and assign different colors to them |
Customer satisfaction survey | ✅ Comes with CSATs and a Happiness report | ✅ CSATs come out of the box along with the nessesary reports | ✅ Optional CSATs in email notifications and a report |
Design Customization | ✅ Customize Knowledge Base with externally hosted CSS files | ✅ Customize colors and upload a logo. No custom CSS or JS | ✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS |
Email Notification Templates | ❌ | ✅ A lot of template settings and customization | ✅ You are able to completely change a template for any notification type |
Escalation | ❌ | ✅ Multiple ways to set up a ticket escalation | ✅ Possible to set up various escalation scenarios via automation |
Exchange Integration | ❌ | ❌ | ✅ Native EWS support instead of IMAP. oAuth support for Office 365 |
Import and Export | ✅ Can be done via API | ✅ Import and export to CSV or JSON | ✅ Import and Export tickets via CSV files |
Internationalization | ✅ You can manually translate some parts of the app | ✅ Translate email templates and field names | ✅ Available in 16 different languages |
ITIL Compliance | ❌ | ✅ Jira is ITIL certified | ✅ Support for most ITIL processes |
Knowledge Base | ✅ It's called Docs and it is highly customizable | ✅ Full-featured and searchable customer self-service portal | ✅ Customizable Knowledge Base optimized for search engines |
Live Chat | ❌ | ❌ | ✅ A free live chat component in the web widget |
Mobile Apps | ✅ iOS and Android | ✅ Great mobile apps for all platforms | ✅ iOS and Android |
Multi-channel support | ❌ | ❌ | ✅ Possible to add unlimited channels via integrations and API |
On-premise Version | ❌ | ✅ Comes with an installable version built on Java | ✅ A full on-premises version that runs on Windows Server |
Reports and Analytics | ✅ Most must-have reports are included | ✅ Ability to built custom reports | ✅ 13 reports with an ability to build your own and to export everything to Excel |
REST API | ✅ Sparate APIs for KB and tickets | ✅ Complete API with oAuth | ✅ API covers all the app features |
Single-Sign-On | ✅ Separate add-on for $5 per user per month | ❌ | ✅ SAML, Google login, Windows-integrated etc. |
SLA Management | ❌ | ✅ SLA support out of the box | ✅ Full SLA automation via actions/triggers |
Support Widget | ❌ | ✅ Web widget for your site | ✅ Two different versions of a web widget |
Third-party Integrations | ✅ 80+ apps | ✅ Marketplace with hundreds of apps, paid and free | ✅ 30 native integrations and 500 more via Zapier |
Ticket Collaboration | ❌ | ❌ | ✅ See when other techs are viewing tickets in real-time, assign multiple people to a ticket |
Workflow Automation | ✅ Very basic automation features are available | ✅ Support for simple WHEN/IF/THEN logic | ✅ 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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