Helpscout vs Jira Service Desk vs Jitbit

Helpscout

Help Scout is an example of an app that focuses on doing a single thing right. If you are looking for your first help desk check them out. Help Scout is one step above of just using a shared mailbox. It is well designed and has no learning curve. However, if you have more than 5 people in your team, have SLAs or other business policies Help Scout is probably not going to work for you. Plus plan is used for the comparison.

Jira Service Desk

Jira Service Desk is a very sophisticated help desk apps for a reasonable price. If you have complex business process and SLAs and need a high customization level Jira is a good pick for you. It allows you to change how most of the things work to make it suit your needs. However, it obviously has a bigger learning curve than most others. One of the few apps that offer an on-premise version. Standard plan was used in the comparison.

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.
3 years / 5 agents
$6300
$6000
$3897
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
✔️
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-premise 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
✔️
Possible to set up with escalation
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 others 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. 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

Check out other comparisons

Freshdesk vs. Groove vs. Jitbit
Freshdesk vs. Helpscout vs. Jitbit
Freshdesk vs. Jira Service Desk vs. Jitbit
Freshdesk vs. Zendesk vs. Jitbit
Groove vs. Helpscout vs. Jitbit
Groove vs. Jira Service Desk vs. Jitbit
Groove vs. Zendesk vs. Jitbit
Helpscout vs. Jira Service Desk vs. Jitbit
Helpscout vs. Zendesk vs. Jitbit
Jira Service Desk vs. Zendesk vs. Jitbit