Helpscout vs Zendesk vs Jitbit

Helpscout

Help Scout is a user-friendly help desk software designed to enhance customer support efficiency while maintaining a personalized touch. One of its standout features is the ability to create Canned Responses, allowing support teams to quickly address common inquiries without sacrificing the quality of interaction. This not only speeds up response times but also ensures consistent messaging across all customer touchpoints. Additionally, Help Scout's robust Knowledge Base empowers customers to find answers independently, reducing the volume of repetitive support requests and fostering a self-service culture.

Another key advantage of Help Scout is its seamless integration with Active Directory and Single-Sign-On capabilities, which simplify user management and enhance security. This is particularly beneficial for organizations that prioritize data protection while managing a diverse workforce. Furthermore, with customizable fields and workflow automation, teams can tailor the software to meet their unique operational needs, ensuring that every customer interaction is logged and analyzed through detailed reports and analytics. Overall, Help Scout offers a comprehensive solution that balances efficiency and personalization, helping support teams deliver exceptional customer experiences.

Zendesk

Zendesk is a versatile help desk software designed to streamline customer support while enhancing team collaboration. One of its standout features is the Activity Dashboard, which provides real-time insights into team performance and ticket resolution metrics, helping organizations identify areas for improvement. With multi-channel support, Zendesk allows businesses to engage with customers across various platforms, ensuring a seamless experience whether inquiries come through email, chat, or social media.

Additionally, Zendesk's Ticket Collaboration feature fosters teamwork by enabling multiple agents to work on a single ticket, enhancing response times and customer satisfaction. The platform also supports workflow automation, allowing teams to create customized processes that reduce manual tasks and improve efficiency. With robust reporting and analytics capabilities, businesses can track key performance indicators and gain valuable insights into customer interactions, which can inform strategies for better service delivery. Overall, Zendesk’s comprehensive suite of tools, including support for Single-Sign-On and Custom Fields, makes it an effective solution for organizations looking to enhance their customer support operations.

	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.
Pricing: 3 years / 5 agents	$6300	$8820	$3897
Pricing: 3 years / 10 agents	$12600	$17640	$8367
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
REST API	✅ 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.