Jira Service Desk vs ServiceNow vs Jitbit

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.

ServiceNow

ServiceNow ITSM is an enterprise-class IT service management solution targeted at large corporations. In addition to help desk ticketing, it provides asset management (with automated discovery), change management, lifecycle and release management etc. It's probably an overkill to use it just as a helpdesk unless you have really deep pockets.

Jira Service Desk ServiceNow Jitbit
Customize everything to suit your needs Enterprise-class ITSM solution Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
3 years / 5 agents
$6000
$18000
$3897
3 years / 10 agents
$12000
$36000
$8367
Active Directory ✔️
Not on the SaaS version
✔️
LDAP, SAML authentication
✔️
Integration via a script for your server or ADFS and SAML
Activity Dashboard ✔️
Ability to create custom dashboards
✔️
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 ✔️
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 ✔️
Various custom field options
✔️
Custom fields via additional database columns
✔️
Many custom field types, including dependant fields. Various privacy options.
Custom Statuses ✔️
You can create custom statuses and customize how your customers see them
✔️
Custom statuses for tickets and incidents
✔️
Add custom statuses, customize how your customers see them and assign different colors to them
Customer satisfaction survey ✔️
CSATs come out of the box along with the nessesary reports
✔️
Separate satisfaction surveys, not tied to tickets
✔️
Optional CSATs in email notifications and a report
Design Customization ✔️
Customize colors and upload a logo. No custom CSS or JS
✔️
Custom forms layouts only
✔️
Unlimited customization options. Change colors with a live preview, add custom CSS and JS
Email Notification Templates ✔️
A lot of template settings and customization
✔️
WYSIWIG/HTML templates
✔️
You are able to completely change a template for any notification type
Escalation ✔️
Multiple ways to set up a ticket 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 ✔️
Import and export to CSV or JSON
✔️
Import/export from Excel, export to PDF
✔️
Import and Export tickets via CSV files
Internationalization ✔️
Translate email templates and field names
✔️
Extra languages via a plugin
✔️
Available in 16 different languages
ITIL Compliance ✔️
Jira is ITIL certified
✔️
Full ITIL/ITSM
✔️
Support for most ITIL processes
Knowledge Base ✔️
Full-featured and searchable customer self-service portal
✔️
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 ✔️
Great mobile apps for all platforms
✔️
Only via 'Now' mobile app
✔️
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
✔️
Yes, but only the highest pricing tier
✔️
A full on-premise version that runs on Windows Server
Reports and Analytics ✔️
Ability to built custom reports
✔️
Yes
✔️
13 reports with an ability to build your own and to export everything to Excel
REST API ✔️
Complete API with oAuth
✔️
Included
✔️
API covers all the app features
Single-Sign-On ✔️
SAML, LDAP
✔️
SAML, Google login, Windows-integrated etc.
SLA Management ✔️
SLA support out of the box
✔️
SLA policies available
✔️
Full SLA automation via actions/triggers
Support Widget ✔️
Web widget for your site
✔️
Two different versions of a web widget
Third-party Integrations ✔️
Marketplace with hundreds of apps, paid and free
✔️
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 ✔️
Support for simple WHEN/IF/THEN logic
✔️
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. 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. HappyFox vs. Jitbit
Freshdesk vs. Helpscout vs. Jitbit
Freshdesk vs. Jira Service Desk vs. Jitbit
Freshdesk vs. LiveAgent vs. Jitbit
Freshdesk vs. ServiceNow vs. Jitbit
Freshdesk vs. Zendesk vs. Jitbit
Freshdesk vs. Zoho Desk vs. Jitbit
Groove vs. HappyFox vs. Jitbit
Groove vs. Helpscout vs. Jitbit
Groove vs. Jira Service Desk vs. Jitbit
Groove vs. LiveAgent vs. Jitbit
Groove vs. ServiceNow vs. Jitbit
Groove vs. Zendesk vs. Jitbit
Groove vs. Zoho Desk vs. Jitbit
HappyFox vs. Helpscout vs. Jitbit
HappyFox vs. Jira Service Desk vs. Jitbit
HappyFox vs. LiveAgent vs. Jitbit
HappyFox vs. ServiceNow vs. Jitbit
HappyFox vs. Zendesk vs. Jitbit
HappyFox vs. Zoho Desk vs. Jitbit
Helpscout vs. Jira Service Desk vs. Jitbit
Helpscout vs. LiveAgent vs. Jitbit
Helpscout vs. ServiceNow vs. Jitbit
Helpscout vs. Zendesk vs. Jitbit
Helpscout vs. Zoho Desk vs. Jitbit
Jira Service Desk vs. LiveAgent vs. Jitbit
Jira Service Desk vs. ServiceNow vs. Jitbit
Jira Service Desk vs. Zendesk vs. Jitbit
Jira Service Desk vs. Zoho Desk vs. Jitbit
LiveAgent vs. ServiceNow vs. Jitbit
LiveAgent vs. Zendesk vs. Jitbit
LiveAgent vs. Zoho Desk vs. Jitbit
ServiceNow vs. Zendesk vs. Jitbit
ServiceNow vs. Zoho Desk vs. Jitbit
Zendesk vs. Zoho Desk vs. Jitbit