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.
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.
| ServiceNow | Zendesk | Jitbit | |
|---|---|---|---|
| Enterprise-class ITSM solution | 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 |
$18000
|
$8820
|
$3897
|
| Pricing: 3 years / 10 agents |
$36000
|
$17640
|
$8367
|
| Active Directory |
✔️
LDAP, SAML authentication
|
✔️
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 |
✔️
Live activity dashboard
|
✔️
You can put data from some reports into your 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
|
✔️
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 |
✔️
Yes
|
❌ |
✔️
Ideas Forum comes out of the box
|
| Custom Fields |
✔️
Custom fields via additional database columns
|
✔️
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 |
✔️
Custom statuses for tickets and incidents
|
❌ |
✔️
Add custom statuses, customize how your customers see them and assign different colors to them
|
| Customer satisfaction survey |
✔️
Separate satisfaction surveys, not tied to tickets
|
✔️
Only on Professional plan or higher
|
✔️
Optional CSATs in email notifications and a report
|
| Design Customization |
✔️
Custom forms layouts only
|
✔️
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 |
✔️
WYSIWIG/HTML 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 |
✔️
Manual or via triggers
|
✔️
Possible to escalate tickets with workflow automation features
|
✔️
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/export from Excel, export to PDF
|
✔️
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 |
✔️
Extra languages via a plugin
|
✔️
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 |
✔️
Full ITIL/ITSM
|
✔️
Claims to be designed with ITIL principles in mind
|
✔️
Support for most ITIL processes
|
| Knowledge Base |
✔️
Knowledge base and the 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 |
✔️
Yes
|
❌ |
✔️
A free live chat component in the web widget
|
| Mobile Apps |
✔️
Only via 'Now' mobile app
|
✔️
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 |
✔️
Yes, but only the highest pricing tier
|
❌ |
✔️
A full on-premises version that runs on Windows Server
|
| Reports and Analytics |
✔️
Yes
|
✔️
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 |
✔️
Included
|
✔️
Fully featured API on all plans
|
✔️
API covers all the app features
|
| Single-Sign-On |
✔️
SAML, LDAP
|
✔️
Most standard SSO options are available
|
✔️
SAML, Google login, Windows-integrated etc.
|
| SLA Management |
✔️
SLA policies available
|
✔️
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 | ❌ |
✔️
Hundreds of integrations with all popular apps
|
✔️
30 native integrations and 500 more via Zapier
|
| Ticket Collaboration |
✔️
Transfer and CC, but no live updates and collision detection
|
✔️
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 |
✔️
Automation Designer in the 'Now' platform
|
✔️
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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