ServiceNow vs Zoho Desk vs Jitbit

ServiceNow

So you’re juggling IT tickets and user requests and hoping a tool actually makes sense, not just looks good on a slide. ServiceNow sits in that space with a straightforward, practical vibe: it routes issues, tracks progress, and keeps a single thread of what’s happening so you’re not chasing updates in email chains. The mobile apps mean you can poke at tickets on the go, whether you’re on a train or in a quick stand-up, which helps keep momentum without pinning people to a desk.

It also covers the basics you need to stay on top of service levels. SLA management keeps an eye on response and resolution times, so you know when something’s slipping and can poke the right people before it becomes a bigger deal. When you want to pull a read on the current workload or identify bottlenecks, the reports and analytics give you a snapshot you can actually act on, not just a pretty chart. And for folks in IT, Active Directory integration means you can pull in user data and keep things aligned with existing accounts and groups, reducing the manual setup the first time around.

Zoho Desk

You know how it feels when your support system actually fits into your day instead of dragging you into a new interface? Zoho Desk is built around that idea, offering a clean, approachable way to keep customer questions organized across channels. You get a feel for it right away: tickets bubbling up in one place, notes you can share with teammates, and a straightforward workflow that doesn’t require you to chart out a manual.

The thing that helps a lot is Design Customization. It’s not just about branding; you can tailor dashboards, views, and forms so your team sees what matters most. And with Mobile Apps, you’re not stuck at a desk—responses and updates travel with you, so you can keep conversations moving even on the go. Multi-channel support ensures emails, live chat, social messages, and calls land in the same thread, which makes it easier to follow context. Import and Export keeps your data portable, so you can bring in existing tickets or pull out reports without the headache. It feels practical, not flashy, and that makes it easy to slip into your daily routine.

	ServiceNow	Zoho Desk	Jitbit
	Enterprise-class ITSM solution	Good helpdesk app that tightly integrates with Zoho ecosystem	Help Desk Software built for email. Trusted by thousands of companies across 50 + countries.
Pricing: 3 years / 5 agents	$18000	$1200	$3897
Pricing: 3 years / 10 agents	$36000	$2400	$8367
Active Directory	✅ LDAP, SAML authentication	❌	✅ Integration via a script for your server or ADFS and SAML
Activity Dashboard	✅ Live activity dashboard	✅ Displays some performance metrics. Not customizable.	✅ 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	✅ 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	✅ Yes	❌	✅ Ideas Forum comes out of the box
Custom Fields	✅ Custom fields via additional database columns	❌	✅ 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	❌	✅ Optional CSATs in email notifications and a report
Design Customization	✅ Custom forms layouts only	✅ 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	✅ WYSIWIG/HTML templates	✅ YYou can customize the email content of each event	✅ You are able to completely change a template for any notification type
Escalation	✅ Manual or via triggers	✅ Includes an ability to create automated SLAs and escalation	✅ 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	✅ Only export to CSV files	✅ Import and Export tickets via CSV files
Internationalization	✅ Extra languages via a plugin	❌	✅ Available in 16 different languages
ITIL Compliance	✅ Full ITIL/ITSM	✅ Comes with ITIL workflows	✅ Support for most ITIL processes
Knowledge Base	✅ Knowledge base and the self-service portal	✅ Multi-brand customizable knowledge base	✅ 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	❌	✅ Includes email, social media, live chat, 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	✅ Allows creation of custom reports	✅ 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	✅ Supports SAML	✅ Full SLA automation via actions/triggers
Support Widget	❌	❌	✅ Two different versions of a web widget
Third-party Integrations	❌	✅ Many integrations, especially with the other Zoho 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	✅ 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. Available both as a hosted "SaaS" version and an on-premises version you can install on your own server.