Helpscout vs Zendesk vs Jitbit


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.


Zendesk is the most popular help desk app on the market. It offers every possible feature (although some of them come as paid add-ons), but it can also be a downside. Some would describe Zendesk's interface as bloated and it definitely has a significant learning curve for your team. Zendesk offers a lot of integrations with other apps, so it will undoubtedly integrate in your existing infrastructure very well. It can also get quite pricy for bigger teams. Professional plan is used in the comparison.

Helpscout Zendesk Jitbit
A simple help desk focused on email. The most popular help desk app out there Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
3 years / 5 agents
3 years / 10 agents
Active Directory ✔️
Only Azure AD is supported
Active Directory authentication is possible if you install a special script on your server
Integration via a script for your server or ADFS and SAML
Activity Dashboard ✔️
You can put data from some reports into your dashboard
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
Macros allow you to respond to tickets with a pre-written message.
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
You can add custom fields and use them with other features such as automation, macros, etc.
Many custom field types, including dependant fields. Various privacy options.
Custom Statuses ✔️
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
Only on Professional plan or higher
Optional CSATs in email notifications and a report
Design Customization ✔️
Customize Knowledge Base with externally hosted CSS files
You can customize the public-facing pages, but not what your employees see
Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates ✔️
You can fully customize most email templates for notifications that your customers get
You are able to completely change a template for any notification type
Escalation ✔️
Possible to escalate tickets with workflow automation features
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
Starting with Professional plan you can export your tickets to an XML file. Import only possible via API.
Import and Export tickets via CSV files
Internationalization ✔️
You can manually translate some parts of the app
UI is not translatable. You can provide content, such as Knowledge Base articles in multiple languages on Professional plan
Available in 16 different languages
ITIL Compliance ✔️
Claims to be designed with ITIL principles in mind
Support for most ITIL processes
Knowledge Base ✔️
It's called Docs and it is highly customizable
Basic version comes with Professional plan. Full version is only available as a separate add-on
Customizable Knowledge Base optimized for search engines
Live Chat ✔️
A free live chat component in the web widget
Mobile Apps ✔️
iOS and Android
Offers apps for iOS and Android
iOS and Android
Multi-channel support ✔️
A lot of support channels are built-in in the app: email, Twitter, Facebook, etc.
Possible to add unlimited channels via integrations and API
On-premise Version ✔️
A full on-premises version that runs on Windows Server
Reports and Analytics ✔️
Most must-have reports are included
Reports are only available on Professional plan or higher
13 reports with an ability to build your own and to export everything to Excel
Sparate APIs for KB and tickets
Fully featured API on all plans
API covers all the app features
Single-Sign-On ✔️
Separate add-on for $5 per user per month
Most standard SSO options are available
SAML, Google login, Windows-integrated etc.
SLA Management ✔️
SLA features are natively supported in the app
Full SLA automation via actions/triggers
Support Widget ✔️
Web widget and Mobile SDK
Two different versions of a web widget
Third-party Integrations ✔️
80+ apps
Hundreds of integrations with all popular apps
30 native integrations and 500 more via Zapier
Ticket Collaboration ✔️
Light agents, side conversations and CCs and followers
See when other techs are viewing tickets in real-time, assign multiple people to a ticket
Workflow Automation ✔️
Very basic automation features are available
Powerful engine that allows you to automate any business process
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.

SaaS version on-premises version

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