Helpscout vs Zoho 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.

Zoho Desk

Zoho Desk is great choice of a helpdesk app especially if you already use other Zoho apps. It comes with all the standard features and offers a great automation engine. Professional plan is used in the comparison.

Helpscout Zoho Desk Jitbit
A simple help desk focused on email. Good helpdesk app that tightly integrates with Zoho ecosystem Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
3 years / 5 agents
$6300
$1200
$3897
3 years / 10 agents
$12600
$2400
$8367
Active Directory ✔️
Only Azure AD is supported
✔️
Integration via a script for your server or ADFS and SAML
Activity Dashboard ✔️
Displays some performance metrics. Not customizable.
✔️
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
✔️
It is called Macros and works the same way as canned responses.
✔️
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
✔️
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
✔️
Optional CSATs in email notifications and a report
Design Customization ✔️
Customize Knowledge Base with externally hosted CSS files
✔️
Allows you to use custom colors and logos
✔️
Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates ✔️
YYou can customize the email content of each event
✔️
You are able to completely change a template for any notification type
Escalation ✔️
Includes an ability to create automated SLAs and 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
✔️
Only export to CSV files
✔️
Import and Export tickets via CSV files
Internationalization ✔️
You can manually translate some parts of the app
✔️
Available in 16 different languages
ITIL Compliance ✔️
Comes with ITIL workflows
✔️
Support for most ITIL processes
Knowledge Base ✔️
It's called Docs and it is highly customizable
✔️
Multi-brand customizable knowledge base
✔️
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 ✔️
Includes email, social media, live chat, etc.
✔️
Possible to add unlimited channels via integrations and API
On-premise Version ✔️
A full on-premise version that runs on Windows Server
Reports and Analytics ✔️
Most must-have reports are included
✔️
Allows creation of 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
✔️
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 ✔️
Supports SAML
✔️
Full SLA automation via actions/triggers
Support Widget ✔️
Two different versions of a web widget
Third-party Integrations ✔️
80+ apps
✔️
Many integrations, especially with the other Zoho 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
✔️
A lot of automation options with a great editor
✔️
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

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