Jira Service Desk vs Zendesk vs Jitbit
Jira Service Desk
Jira Service Desk is a powerful help desk software designed to enhance IT service management and streamline customer support. With features like Active Directory integration and robust SLA management, organizations can ensure efficient user authentication and adherence to service level agreements, fostering a smoother workflow. The customizable nature of the platform, including Custom Fields and Custom Statuses, allows teams to tailor the system to meet their specific needs, ensuring that requests are managed and categorized effectively.
The Activity Dashboard provides real-time insights into support operations, making it easier to track performance metrics and identify areas for improvement. By incorporating a Customer Satisfaction Survey, teams can gather valuable feedback directly from users, helping to refine service delivery and boost overall satisfaction. Additionally, the knowledge base feature allows for easy access to self-service resources, empowering customers to resolve issues independently. Whether you're utilizing the on-premise version or mobile apps, Jira Service Desk offers the flexibility and tools necessary to enhance your support experience.
Zendesk
If you’ve ever found yourself juggling customer inquiries from different channels, you might appreciate how Zendesk streamlines that whole experience. One of the standout features is the ability to create canned responses, which can save you tons of time when you’re dealing with repetitive questions. Instead of typing out the same answers over and over, you can just hit a button and send them off. It’s a little thing that really adds up, especially during busy periods.
Another aspect that’s pretty handy is the escalation feature. If an issue is too complex or sensitive for a first-line support rep, it’s easy to pass it up to someone more experienced, ensuring that customers get the help they need without unnecessary delays. Plus, if you're on the go, the mobile apps let you respond to queries from anywhere, which is a lifesaver when you’re not at your desk. Finally, the design customization options allow you to tailor the look and feel of your help desk to better fit your brand, making the whole experience feel more cohesive for users.
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. | |
Pricing: 3 years / 5 agents |
$6000
|
$8820
|
$3897
|
Pricing: 3 years / 10 agents |
$12000
|
$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 | ✅ Live overview 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-premises 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, Google login, Windows-integrated etc. |
SLA Management | ✅ SLA support out of the box | ✅ SLA features are natively supported in the app | ✅ Full SLA automation via actions/triggers |
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 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 | ✅ 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. Available both as a hosted "SaaS" version and an on-premises version you can install on your own server.
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