ServiceNow vs Zoho Desk vs Jitbit

ServiceNow

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.

Zoho Desk

Zoho Desk is great choice of a helpdesk app especially if you already use other Zoho apps. It comes with all the standard features and offers a great automation engine. Professional plan is used in the comparison.

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.
3 years / 5 agents
$18000
$1200
$3897
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-premise 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. 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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