What users are saying about
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Top Rated
132 Ratings

Freshservice

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Top Rated
132 Ratings
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Score 8.7 out of 100
8 Ratings
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Score 7.9 out of 100

Feature Set Ratings

  • JitBit Help Desk ranks higher in 1 feature set: Incident and problem management

Incident and problem management

7.9

Freshservice

79%
10.0

JitBit Help Desk

100%
JitBit Help Desk ranks higher in 5/9 features

Organize and prioritize service tickets

8.9
89%
68 Ratings
10.0
100%
3 Ratings

Expert directory

6.4
64%
49 Ratings
N/A
0 Ratings

Service restoration

6.8
68%
41 Ratings
N/A
0 Ratings

Self-service tools

8.3
83%
64 Ratings
N/A
0 Ratings

Subscription-based notifications

8.3
83%
51 Ratings
10.0
100%
2 Ratings

ITSM collaboration and documentation

8.2
82%
58 Ratings
10.0
100%
1 Rating

ITSM reports and dashboards

8.1
81%
56 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
10.0
100%
3 Ratings

Ticket response

N/A
0 Ratings
10.0
100%
3 Ratings

ITSM asset management

7.7

Freshservice

77%

JitBit Help Desk

Feature Set Not Supported
N/A
Freshservice ranks higher in 3/3 features

Configuration mangement

8.2
82%
52 Ratings
N/A
0 Ratings

Asset management dashboard

7.5
75%
53 Ratings
N/A
0 Ratings

Policy and contract enforcement

7.5
75%
39 Ratings
N/A
0 Ratings

Change management

7.8

Freshservice

78%

JitBit Help Desk

Feature Set Not Supported
N/A
Freshservice ranks higher in 3/3 features

Change requests repository

7.9
79%
51 Ratings
N/A
0 Ratings

Change calendar

7.3
73%
43 Ratings
N/A
0 Ratings

Service-level management

8.2
82%
50 Ratings
N/A
0 Ratings

Self Help Community

Freshservice

Feature Set Not Supported
N/A
8.0

JitBit Help Desk

80%
JitBit Help Desk ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
8.0
80%
1 Rating

Internal knowledge base

N/A
0 Ratings
8.0
80%
3 Ratings

Multi-Channel Help

Freshservice

Feature Set Not Supported
N/A
9.5

JitBit Help Desk

95%
JitBit Help Desk ranks higher in 3/3 features

Customer portal

N/A
0 Ratings
9.7
97%
2 Ratings

Email support

N/A
0 Ratings
9.9
99%
2 Ratings

Help Desk CRM integration

N/A
0 Ratings
9.0
90%
1 Rating

Attribute Ratings

  • JitBit Help Desk is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

Freshservice

90%
69 Ratings
10.0

JitBit Help Desk

100%
3 Ratings

Likelihood to Renew

9.1

Freshservice

91%
2 Ratings

JitBit Help Desk

N/A
0 Ratings

Usability

9.0

Freshservice

90%
6 Ratings

JitBit Help Desk

N/A
0 Ratings

Support Rating

8.2

Freshservice

82%
38 Ratings

JitBit Help Desk

N/A
0 Ratings

Implementation Rating

8.9

Freshservice

89%
2 Ratings

JitBit Help Desk

N/A
0 Ratings

Likelihood to Recommend

Freshworks Inc

Ticket management is so well put together! It's easy to create, work and wrap up tickets in an efficient manner. Inventory management is helpful and provides us info that we need on the fly to help our customers better. Issue management other than IT, we rolled Freshservice out to several departments where the workflows and structure were well suited to handle their issues easily and efficiently. I struggle to think of a scenario where it is less appropriate, unless it's where the users just won't use it!
Read full review

JitBit Software

If your budget is really tight, then JitBit is not for you. It's kind of pricey. That said, JitBit HelpDesk is very robust--we've never had one second of downtime in my two years of using it. It depends on what's important to you. If you need rock-solid Help Desk and stellar, trouble-free performance, then JitBit it. If not, there are alternatives that are much less expensive. The cloud version might be less expensive for companies that don't need an on-premise solution.
Read full review

Pros

Freshworks Inc

  • Helpdesk Ticketing system for escalation and distributing among technicians.
  • Service requests for ordering processes and employee onboarding and termination.
  • Project Management is a useful tool for our IT department to track internal projects.
  • The reporting is very helpful reporting various metrics to leadership.
Read full review

JitBit Software

  • Fantastic ticketing system to keep track of old conversations from clients.
  • Fantastic analytics and metric tracking.
  • Fantastic for sharing relationships with a customer. Generally, this would be a salesperson sharing an onboarding with a support person, but I think you could get creative with it. JitBit is very flexible.
  • Super easy to learn and use. If you can use your email, you can use JitBit.
Read full review

Cons

Freshworks Inc

  • Once a ticket is resolved and closed if a user responds back it is automatically opened back up. The toggle button for this feature is all or nothing.
  • When the client is installed on the user end not having the software assign an automatic asset tag number. Maybe leaving that field blank or creating a feature where you can turn this on or off.
  • I really can think of any, I really have no complaints about the software
Read full review

JitBit Software

  • Better feature request timing.
  • Email notification filtering.
  • Automation of integrations.
Read full review

Pricing Details

Freshservice

Starting Price

$19 Per Month Per User

Editions & Modules

Freshservice editions and modules pricing
EditionModules
Starter$19.001
Growth$49.002
Pro$89.003
Enterprise$1094

Footnotes

  1. Per Month Per User
  2. Per Month Per User
  3. Per Month Per User
  4. none

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing

JitBit Help Desk

Starting Price

Editions & Modules

JitBit Help Desk editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    Freshworks Inc

    It's overall value in our organization is extremely high and it has become an essential part of our business.
    Read full review

    JitBit Software

    No answers on this topic

    Usability

    Freshworks Inc

    On the I.T. side, the time to ramp up and understand how FreshService operates only took a few hours. After that, it was off to the races with configuration and customization. From the start, with minimal assistance, our end users found FreshService to be incredibly intuitive. At launch, we expected most to submit tickets via email, however, our analytics has shown that end-users actually prefer the portal for managing their I.T. tickets.
    Read full review

    JitBit Software

    No answers on this topic

    Support Rating

    Freshworks Inc

    In general, the support was provided in a timely matter. But if you need a better support - there are more expensive plans available with premium support. As for the support we requested - any bugs were fixed quickly. The things nice to have were addressed slowly or never - but this is because of our plan))
    Read full review

    JitBit Software

    No answers on this topic

    Implementation Rating

    Freshworks Inc

    think of what you want to do with FreshService : a clean start or a migration. Migration can be done with csv files, it's easy to do but you need to test it first.
    Read full review

    JitBit Software

    No answers on this topic

    Alternatives Considered

    Freshworks Inc

    SolarWinds Service Desk helpdesk ticketing system it not as easy to use. The integration is not as good as Freshservice. Solarwinds helpdesk tickets does not show related issues as well to help resolve issues. It does not have contract tracking to assist with license expiration. Asset tracking falls short within Solarwinds. As well as automated process and integration with Azure and Domain services.
    Read full review

    JitBit Software

    We've looked at several different Help Desk solutions, but the names escape me at the moment. We looked at Spiceworks and didn't find it to be bad but we didn't like the ads. There is a purchase version for about $500/year, but we still decided against it--I can't recall why. JitBit's reviews and history are both very good. And if two years worth of no issues is any indication of how well it works, then that alone speaks for itself. I have used other Help Desk applications over the past 20 years and none are perfect, but a hassle-free experience gets a gold star from me.
    Read full review

    Return on Investment

    Freshworks Inc

    • We were able to secure more budget for additional resources by using ticket entry reports to justify the expense.
    • We were able to manage our resources better and increase our coverage where it was most important without having to increase spending.
    • We prevented many lost in the clutter problems by having a consistent portal to open tickets with recorded timing and responses.
    Read full review

    JitBit Software

    • Allowed us to blow up the amount of employees we had in our company.
    • Created accountability between teams, which reduced bickering and finger pointing.
    • Brought light to blind spots in work flow.
    • Every, EVERY, hand off is fast, clear and understood between employees... It's great.
    Read full review

    Screenshots

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