Helpscout vs ServiceNow vs Jitbit

Helpscout

Help Scout is a versatile help desk software designed to enhance customer support operations while maintaining a personal touch. With features like Canned Responses and Custom Fields, teams can streamline their communication processes, ensuring that customers receive timely and relevant answers. The built-in Knowledge Base empowers users to find solutions independently, reducing the volume of repetitive inquiries and increasing overall efficiency. Additionally, the capability for internationalization makes Help Scout an excellent choice for businesses operating in diverse markets, allowing for seamless customer interactions across different languages.

The platform also offers robust reporting and analytics tools that help organizations gain valuable insights into their support performance. By utilizing Customer Satisfaction Surveys, teams can gather feedback and continuously improve their service quality. For those looking to integrate their existing systems, Help Scout's third-party integrations and REST API provide the flexibility needed to connect with other tools seamlessly. Furthermore, features like Single-Sign-On and Active Directory support enhance security and simplify user management, making Help Scout a well-rounded solution for businesses committed to delivering exceptional customer service.

ServiceNow

ServiceNow is a robust help desk software solution designed to streamline IT service management and enhance organizational efficiency. With its powerful ITIL compliance, ServiceNow helps businesses align their IT services with operational needs, ensuring a seamless flow of information. The platform's Activity Dashboard provides users with real-time insights into ticket status and performance metrics, enabling teams to monitor their effectiveness and make data-driven improvements. Additionally, the Asset Management feature allows organizations to keep track of their IT assets efficiently, ensuring that resources are utilized optimally.

One of the standout attributes of ServiceNow is its extensive customization capabilities, including Custom Fields and Custom Statuses, which cater to the specific needs of different organizations. This flexibility, combined with built-in tools like Canned Responses and Knowledge Base, enhances customer support by allowing teams to resolve issues quickly and effectively. Furthermore, ServiceNow promotes collaboration through Ticket Collaboration and Community Forums, fostering a culture of shared knowledge and support. The integration with Active Directory and Single-Sign-On enhances user accessibility while ensuring security, creating a streamlined experience for both employees and customers.

	Helpscout	ServiceNow	Jitbit
	A simple help desk focused on email.	Enterprise-class ITSM solution	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$6300	$18000	$3897
Pricing: 3 years / 10 agents	$12600	$36000	$8367
Active Directory	✅ Only Azure AD is supported	✅ LDAP, SAML authentication	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	❌	✅ Live activity dashboard	✅ Live overview dashboard
Asset Management	❌	✅ Full fledged asset management with automated discovery	✅ 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	✅ Response templates	✅ You can also assign canned responses to specific ticket categories if you need to
Community Forums	❌	✅ Yes	✅ Ideas Forum comes out of the box
Custom Fields	✅ Up to ten custom fields per mailbox	✅ Custom fields via additional database columns	✅ Many custom field types, including dependant fields. Various privacy options.
Custom 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	✅ Comes with CSATs and a Happiness report	✅ Separate satisfaction surveys, not tied to tickets	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Customize Knowledge Base with externally hosted CSS files	✅ Custom forms layouts only	✅ Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates	❌	✅ WYSIWIG/HTML templates	✅ You are able to completely change a template for any notification type
Escalation	❌	✅ 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	✅ Can be done via API	✅ Import/export from Excel, export to PDF	✅ Import and Export tickets via CSV files
Internationalization	✅ You can manually translate some parts of the app	✅ Extra languages via a plugin	✅ Available in 16 different languages
ITIL Compliance	❌	✅ Full ITIL/ITSM	✅ Support for most ITIL processes
Knowledge Base	✅ It's called Docs and it is highly customizable	✅ Knowledge base and the self-service portal	✅ Customizable Knowledge Base optimized for search engines
Live Chat	❌	✅ 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	❌	❌	✅ 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	✅ Most must-have reports are included	✅ Yes	✅ 13 reports with an ability to build your own and to export everything to Excel
REST API	✅ Sparate APIs for KB and tickets	✅ Included	✅ API covers all the app features
Single-Sign-On	✅ Separate add-on for $5 per user per month	✅ SAML, LDAP	✅ SAML, Google login, Windows-integrated etc.
SLA Management	❌	✅ SLA policies available	✅ Full SLA automation via actions/triggers
Support Widget	❌	❌	✅ Two different versions of a web widget
Third-party Integrations	✅ 80+ apps	❌	✅ 30 native integrations and 500 more via Zapier
Ticket Collaboration	❌	✅ 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	✅ Very basic automation features are available	✅ 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.