Groove vs Zoho Desk vs Jitbit

Groove

Groove works great for small teams that have no demand for sophisticated features. It has all the basics and offers a good upgrade over doing customer support in a shared mailbox. Their knowledge base is very good as well and offers nice customization options. If you have a bigger team and need to collaborate on a lot of tickets it is probably best to look somewhere else.

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.

Groove Zoho Desk Jitbit
A simple app to replace your shared mailbox 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
$5220
$1200
$3897
Pricing:
3 years / 10 agents
$10440
$2400
$8367
Active Directory ✔️
Integration via a script for your server or ADFS and SAML
Activity Dashboard ✔️
Displays some performance metrics. Not customizable.
✔️
Live overview dashboard
Asset Management ✔️
A complete asset management module tightly integrated into the rest of the app
Canned Responses ✔️
Has standard canned replies features
✔️
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 ✔️
Ideas Forum comes out of the box
Custom Fields ✔️
Many custom field types, including dependant fields. Various privacy options.
Custom Statuses ✔️
Add custom statuses, customize how your customers see them and assign different colors to them
Customer satisfaction survey ✔️
Optional CSATs in email notifications and a report
Design Customization ✔️
Can only customize the web widget
✔️
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 ✔️
YYou can customize the email content of each event
✔️
You are able to completely change a template for any notification type
Escalation ✔️
Includes an ability to create automated SLAs and escalation
✔️
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 ✔️
Only via API
✔️
Only export to CSV files
✔️
Import and Export tickets via CSV files
Internationalization ✔️
Available in 16 different languages
ITIL Compliance ✔️
Comes with ITIL workflows
✔️
Support for most ITIL processes
Knowledge Base ✔️
Good Knowledge Base with basic customization
✔️
Multi-brand customizable knowledge base
✔️
Customizable Knowledge Base optimized for search engines
Live Chat ✔️
Live chat via the widget
✔️
A free live chat component in the web widget
Mobile Apps ✔️
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 ✔️
A full on-premises version that runs on Windows Server
Reports and Analytics ✔️
Some basic reports on tickets and KB
✔️
Allows creation of custom reports
✔️
13 reports with an ability to build your own and to export everything to Excel
REST API ✔️
You are able to access most features via API
✔️
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 ✔️
Supports SAML
✔️
Full SLA automation via actions/triggers
Support Widget ✔️
Web widget with live chat
✔️
Two different versions of a web widget
Third-party Integrations ✔️
Around 20 integrations with the most popular apps
✔️
Many integrations, especially with the other Zoho 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 ✔️
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.

SaaS version on-premises version

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