Jira Service Desk vs Zendesk 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.

Zendesk

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.

Jira Service Desk Zendesk Jitbit
Customize everything to suit your needs 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
$3600
$8820
$3897
3 years / 10 agents
$7200
$17640
$8367
Active Directory ✔️
Not on the SaaS version
✔️
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 ✔️
Ability to create custom dashboards
✔️
You can put data from some reports into your dashboard
Asset Management ✔️
A complete asset management module tightly integrated into the rest of the app
Canned Responses ✔️
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 ✔️
Various custom field options
✔️
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 ✔️
You can create custom statuses and customize how your customers see them
✔️
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
✔️
Only on Professional plan or higher
✔️
Optional CSATs in email notifications and a report
Design Customization ✔️
Customize colors and upload a logo. No custom CSS or JS
✔️
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 ✔️
A lot of template settings and customization
✔️
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 ✔️
Multiple ways to set up a ticket 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 ✔️
Import and export to CSV or JSON
✔️
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 ✔️
Translate email templates and field names
✔️
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 ✔️
Jira is ITIL certified
✔️
Claims to be designed with ITIL principles in mind
✔️
Support for most ITIL processes
Knowledge Base ✔️
Full-featured and searchable customer self-service portal
✔️
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 ✔️
Great mobile apps for all platforms
✔️
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 ✔️
Comes with an installable version built on Java
✔️
A full on-premise version that runs on Windows Server
Reports and Analytics ✔️
Ability to built custom reports
✔️
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 ✔️
Complete API with oAuth
✔️
Fully featured API on all plans
✔️
API covers all the app features
Single-Sign-On ✔️
Most standard SSO options are available
✔️
SAML and Google login
SLA Management ✔️
SLA support out of the box
✔️
SLA features are natively supported in the app
✔️
Possible to set up with escalation
Support Widget ✔️
Web widget for your site
✔️
Web widget and Mobile SDK
✔️
Two different versions of a web widget
Third-party Integrations ✔️
Marketplace with hundreds of apps, paid and free
✔️
Hundreds of integrations with all popular apps
✔️
30 native integrations and 500 others 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 ✔️
Support for simple WHEN/IF/THEN logic
✔️
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. 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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