Home > Help Desk Software > Zendesk > Zendesk vs Jitbit

Zendesk vs Jitbit

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Our analysts compared Zendesk vs Jitbit based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
Zendesk Software Tool
SelectHub Award Winner
Jitbit Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

91 Detailed Analysis

User Sentiment

Great User Sentiment (5221 Reviews)

Analyst Rating

83 Detailed Analysis

User Sentiment

Great User Sentiment (103 Reviews)
Zendesk For Service is a scalable platform offering streamlined customer and sales support. Agents can resolve problems efficiently, and track and prioritize support tickets. Omnichannel support allows users to centralize customer interactions across phone, chat, email and more. Its built-in intelligent routing reduces resolution time by automating ticketing queues and ensuring an appropriate customer-to-agent fit.

Customizable, shareable and pre-built dashboards help users gain actionable insights through real-time data. Teams can leverage the integrated knowledge base management tools to empower customers to resolve issues by themselves. AI-powered bots optimize engagement by providing 24/7 support, answering FAQs, collecting information, delivering chat transcripts and auto-filling ticket fields. Its other offerings include a self-service portal, reporting and analytics, an IT service desk and more.

To explore other popular solutions offered by Zendesk, visit our Zendesk company page.

Pros
  • Easy to use
  • Scalable
  • Multi-channel
  • Integrations
  • Customization
 Cons
  • Costly
  • Limited reporting
  • Learning curve
  • Collaboration limitations
  • Integrations limitations
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JitBit is a multilingual support system with basic capabilities such as ticket routing, a knowledge base, ticket filters and categorization, canned replies, an auto-responder, reporting, file attachments and asset tracking. It has native iPhone and Android programs for tablets and smartphones. The grid view shows the status of all ongoing and new cases. It also offers automation rules to define custom actions triggered by certain events. Group, merge, assign, categorize or tag tickets and add tags such as, "review," "feature request," or more.
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$55/User, Monthly
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$15 Monthly
Free Trial is available →
Get a free price quote
Tailored to your specific needs
Small 
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Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Unified Workspace: Get a coherent workspace experience with a digital contextual interface. Get benefits when agents work in shifts. Pass around tickets and work orders get passed around within the team. 
  • Omnichannel Support: Bridge support and service teams with customers across multiple modules. Get omnichannel support embedded in the product’s context-preserving workspace. Continue conversations with customers regardless of the channel and resolve issues without losing context. 
  • Better Support From Anywhere: Offer 24/7 support with AI-powered chatbots that help customers answer common queries without agent intervention. 
  • Enhanced Agent Productivity: Route tickets according to agent availability, capacity, priority and skill to ensure better resolution times. Rank agents based on performance and gamify work to further encourage productivity 
  • Better Reporting: Custom dashboards enable better data visualization and performance tracking. Track a range of different KPIs through custom and pre-built reports. Schedule automated reports at regular intervals to keep track of KPIs.
  • Improved Security and Compliance: Encrypt communication data between customers and support agents using industry best practices. GDPR compliance, HTTPS security and Transport Layer Security (TLS) keep private data secure.
  • Streamlined Workflows: Leverage AI to automate and enhance operations through tools like AI-based ticket routing, ticket sentiment analysis and automated response suggestions. 
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  • Streamlined Support: Handle multiple support channels (email, live chat, phone, social media) from a centralized dashboard, providing a seamless and efficient support experience.
  • Enhanced Collaboration: Facilitate teamwork with built-in collaboration tools, including internal messaging, task assignment, and knowledge sharing, fostering efficient problem-solving.
  • Improved Ticket Management: Prioritize and track support requests effectively with customizable workflows, automated routing, and ticket escalation rules, ensuring timely and appropriate responses.
  • Comprehensive Reporting and Analytics: Gain valuable insights into support performance with robust reporting capabilities, including SLA adherence, agent productivity, and customer satisfaction metrics, enabling data-driven decision-making.
  • Increased Customer Satisfaction: Empower agents with tools to provide personalized and efficient support, leading to improved customer experiences, higher satisfaction levels, and increased loyalty.
  • Cost Savings and Efficiency: Automate repetitive tasks, streamline support processes, and reduce operational costs by leveraging Jitbit's powerful features, freeing up resources for strategic initiatives.
  • Scalability and Flexibility: Easily adapt to changing business needs with Jitbit's scalable architecture and flexible deployment options (cloud-based or on-premise), ensuring uninterrupted support as your organization grows.
  • Mobile Accessibility: Provide support on the go with Jitbit's mobile app, allowing agents to access and manage support requests from anywhere, anytime, enhancing responsiveness and customer satisfaction.
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  • Ticketing System: Offer high-quality customer support across various channels with pre-built dashboards, automation, customer ticket fields and dynamic forms. Avoid misplacing tickets, produce faster resolution and boost the bandwidth via robust tools such as CSAT ratings, routing, service-level agreements and time tracking. 
  • Omnichannel Support: Offer quick and seamless customer support through multiple channels including email, phone, chat, customized chatbots, a website, WhatsApp, messaging, Facebook and Twitter to ensure faster resolutions 
  • Messaging and Live Chat: Engage in long-term, personalized conversations with customers to deliver instant support without any repetitions. Help customers get instant answers via bots and integrated programs with the ability to turn to a live agent whenever needed. 
  • Help Center: Give customers access to knowledge base articles and automated suggestion pop-ups to enable a streamlined and efficient self-service. Convert essential issues in the community into resolvable tickets and update reusable content from help centers and articles through content blocks. 
  • Voice Support: Deliver instant support to customers with a cloud-based voice solution, plug into 90+ telephone providers. Extend voice capabilities with services including redaction, quality assurance and advanced call transcriptions. 
  • Community Forums: Create a platform for customers to collaborate, provide feedback, review the product, and answer other user’s questions. Help them reach out for the most relevant services. 
  • Reporting and Analytics: Analyze how customers use websites, products, services and various support channels. Determine ways to improve the experience by getting instant access to insights and identifying problem areas via customizable, pre-built dashboards. 
  • Knowledge Base: Help customers get to know the services and products better by creating easy-to-read articles with rich formatting and translations to 40+ languages for a localized customer experience. 
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  • Categorizing and Tagging Tickets: Assign tickets and default agents to different categories. 
  • File Attachments: Attach screenshots, documents and PDFs to knowledge base articles and tickets. 
  • Screen Capture: Record screens (a screenshot or a video) from the web app and upload it to the support request without any additional software. 
  • Live Chat: Allow customers to connect with agents directly on the website right inside the "contact us" widget. 
  • Asset Management: Track assets, assign them to tickets and users, track incident history and quickly find the asset owner. 
  • Email Integration: Monitor the support mailbox and convert emails to tickets. Send email replies and notifications easily and quickly. 
  • Time Tracking: Track billable hours automatically and know the amount of work done by the team. 
  • Reports: Track different customer support metrics such as resolution time, response speed, time of day distribution and more and measure agent performance. Export performance reports to Excel and CSV. 
  • User/Company History: See previous requests before a call. 
  • User Permissions: Set up customized password complexity policies and security permissions to prevent customers from seeing anyone else's data.  
  • Automated Email Assignment: Detect users emailing from the same non-free domain name and assign them to the same department. 
  • Single Sign-On: Integrate help desk software with other apps via SAML providers such as Google Apps, ADFS and Azure AD or use simple and easy Authentication API or the built-in Google login. 
  • Automation/Macros Engine: Set up complicated workflows with a, "if this - do that," engine and enhance the team’s efficiency. 
  • Customizable Design: Add a personalized logo, change fonts and colors, add custom CSS and adjust how emails look by adding custom JavaScript 
  • Custom Domain: Switch the help desk app to a personalized domain name with out-of-the-box SSL. 
  • iOS, Android and Mobile Web UI: Use a free mobile app plus the mobile-optimized web-UI to work on screen through a mobile browser. 
  • Search Engine: Find tickets by date, keywords, users, custom, tags and companies quickly and easily.  
  • Integration: Integrate help desk software with 3rd-party apps, including JIRA, Slack, Dropbox, Github, Hipchat, Zapier, Harvest, SurveyMonkey, Google Drive and Asana. 
  • Web-Based: Access the help desk system from anywhere and any device with just a browser. 
  • Hosted or Self-Hosted: Use ticketing software online after integrating with a mailbox or server. 
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Product Ranking

#3

among all
Help Desk Software

#57

among all
Help Desk Software

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Analyst Rating Summary

91
83
92
80
87
100
100
71
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Dashboards and Reporting
Platform Security
Integrations and Extensibility
Ticket Management
Platform Capabilities
Call Center Management
Mobile Capabilities
Platform Capabilities
Team Collaboration
Live Chat Management

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Zendesk
Jitbit
+ Add Product + Add Product
Agent Productivity Call Center Management Dashboards And Reporting Email Management Live Chat Management Mobile Capabilities Platform Capabilities Team Collaboration Ticket Management 92 87 100 92 74 81 93 85 95 80 100 71 60 86 100 100 88 50 0 25 50 75 100
83%
0%
17%
60%
0%
40%
83%
0%
17%
100%
0%
0%
100%
0%
0%
75%
0%
25%
86%
0%
14%
60%
0%
40%
73%
0%
27%
78%
0%
22%
80%
0%
20%
100%
0%
0%
83%
8%
9%
100%
0%
0%
67%
0%
33%
83%
0%
17%
88%
6%
6%
0%
0%
100%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

95%
0%
5%
we're gathering data
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we're gathering data
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we're gathering data
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100%
0%
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44%
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56%

User Sentiment Summary

Great User Sentiment 5221 reviews
Great User Sentiment 103 reviews
86%
of users recommend this product

Zendesk has a 'great' User Satisfaction Rating of 86% when considering 5221 user reviews from 5 recognized software review sites.

89%
of users recommend this product

Jitbit has a 'great' User Satisfaction Rating of 89% when considering 103 user reviews from 4 recognized software review sites.

5.0 (32)
4.5 (19)
4.2 (2286)
4.3 (48)
4.4 (2528)
n/a
n/a
4.6 (29)
4.3 (51)
n/a
3.9 (324)
5.0 (7)

Awards

SelectHub research analysts have evaluated Zendesk and concluded it deserves the award for the Best Overall Help Desk Software available today and earns best-in-class honors for Dashboards and Reporting and Platform Security.

Analysts' Pick Award
Dashboards and Reporting Award
Platform Security Award

SelectHub research analysts have evaluated Jitbit and concluded it earns best-in-class honors for Call Center Management, Mobile Capabilities and Platform Capabilities.

Call Center Management Award
Mobile Capabilities Award
Platform Capabilities Award

Synopsis of User Ratings and Reviews

Ticket Management: 83% of users who talked about Zendesk’s ticket management features had a positive experience and praised the platform.
Ease of Use: 64% of users who talked about their onboarding and general experience using the platform said Zendesk was easy to use and learn.
Integrations: 57% of reviewers who mentioned integrations were happy with the range and variety of integrations available.
Knowledge Management: 83% of users who mentioned using the knowledge management and help center tools said they had a positive experience.
Collaboration: 92% of users who talked about Zendesk’s collaboration tools said that the platform made external and internal collaboration and communication easier.
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Versatile: Supports a wide range of help desk functions, including ticketing, knowledge base, live chat, and reporting.
User-friendly: Intuitive interface and customizable dashboards make it easy to use for both agents and end-users.
Scalable: Accommodates businesses of all sizes, from startups to large enterprises.
Affordable: Flexible pricing plans tailored to different budgets and usage levels.
Reliable: 99.9% uptime ensures minimal disruptions and uninterrupted service.
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Reporting: 55% of users who talked about the platform’s reporting and analytics tools complained about the lack of advanced reporting tools, especially on cheaper plans.
Customer Support: 70% of users who talked about contacting Zendesk customer service expressed dissatisfaction with their experience.
Cost: 100% of users who talked about pricing said that the cost of the platform was quite high for small businesses and businesses in developing countries.
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Limited customization: Jitbit offers limited customization options, making it difficult to tailor the software to specific business needs.
Lack of advanced reporting: Jitbit's reporting capabilities are basic, lacking advanced features like customizable dashboards and granular data analysis.
Limited integration options: Jitbit has a limited number of pre-built integrations, making it challenging to connect with other business applications.
Steep learning curve: Jitbit's user interface can be complex, with a steep learning curve for new users.
Limited support for mobile devices: Jitbit's mobile app is not as fully featured as the desktop version, making it less convenient for remote work.
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Zendesk For Service offers streamlined tools for businesses of all sizes. It excels in features like ticket management, collaboration and knowledge management. Its interface is easy to use and understand, and there are plenty of onboarding resources for new users. The platform also offers numerous integrations with programs like CRM systems, project management tools and collaboration tools like Slack.While users praised the comprehensive features and level of customization offered by the platform, they also said that this can make the learning curve steeper. Some customers were also disappointed by the lack of advanced reporting tools, the unresponsiveness of customer support and high cost for small businesses. All in all, Zendesk is a scalable and feature-rich solution for businesses looking for an efficient ticketing and support tool.

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Jitbit, a cloud-based help desk software, has garnered mostly positive user reviews in the past year. Users praise its user-friendly interface, customizable features, and affordable pricing. The software's ticketing system allows users to track and manage customer inquiries efficiently, while its knowledge base and self-service portal empower customers to find solutions independently, reducing support workload. Compared to competitors like Zendesk and Freshdesk, Jitbit stands out with its intuitive design and cost-effectiveness. However, some users have noted occasional glitches and limited reporting capabilities. Jitbit's differentiating factors include its focus on simplicity and ease of use. The software's intuitive interface makes it accessible to users of all technical backgrounds. Additionally, its customizable features allow businesses to tailor the software to their specific needs. Jitbit's affordability is another key strength, making it a viable option for small businesses and startups with limited budgets. These factors make Jitbit an ideal solution for businesses seeking a user-friendly, cost-effective help desk solution that can streamline their customer support operations.

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Screenshots

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Head-to-Head Comparison

Zendesk VS Freshdesk
Zendesk VS Front
Zendesk VS HappyFox
Zendesk VS Help Scout
Zendesk VS HubSpot Service Hub
Zendesk VS Intercom
Zendesk VS Jitbit
Zendesk VS LiveAgent
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Zendesk VS Salesforce Service Cloud

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