ServiceNow

ServiceNow is a comprehensive help desk software solution designed to streamline IT service management and enhance user experience. One of its standout features is the robust Activity Dashboard, which provides real-time insights into ticket status, team performance, and overall service efficiency. This visibility allows organizations to make informed decisions and improve service delivery. Additionally, with built-in Asset Management capabilities, companies can track and manage their IT assets effectively, ensuring optimal resource utilization and reducing costs.

The platform also supports workflow automation, simplifying repetitive tasks and enabling teams to focus on higher-value activities. Features like Canned Responses and Email Notification Templates enhance communication efficiency, while the Customer Satisfaction Survey feature helps gather valuable feedback to continuously improve services. Furthermore, ServiceNow supports ITIL compliance, ensuring best practices are followed in service delivery. With options for Custom Fields and Custom Statuses, organizations can tailor the software to meet their specific needs, fostering collaboration and efficiency across departments. Overall, ServiceNow provides a versatile environment that adapts to unique business requirements, ultimately driving better service outcomes.

Zoho Desk

Zoho Desk is a comprehensive help desk software designed to enhance customer support through its multi-channel capabilities, ensuring that businesses can efficiently manage inquiries from various platforms. One of its standout features, the Activity Dashboard, provides users with a centralized view of all ongoing support activities, enabling teams to prioritize tasks and improve response times. The software also offers robust ticket collaboration tools, allowing team members to work together seamlessly, which enhances communication and leads to quicker resolutions.

Additionally, Zoho Desk streamlines workflows through automation and customizable features. The Canned Responses function allows support agents to save time by using pre-written replies for frequently asked questions, while Design Customization options enable businesses to tailor the interface to match their branding. With built-in ITIL compliance and SLA management, organizations can ensure that they meet industry standards for service delivery. Furthermore, the platform's Knowledge Base empowers customers to find solutions independently, reducing the volume of incoming tickets and improving overall customer satisfaction. Whether accessed via mobile apps or through third-party integrations, Zoho Desk provides a versatile solution for modern customer support needs.

	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.