What users are saying about
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Top Rated
79 Ratings

Freshservice

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Top Rated
79 Ratings
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Score 8.7 out of 100
7 Ratings
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Score 10 out of 100

Likelihood to Recommend

Freshservice

If you cannot measure your current self then you cannot expect to improve. This was told to me by our call center manager a while ago about the importance of knowing exactly what you currently are capable of in order to better know what will be expected in the future. With this I looked at our old system which was clunky, slow, and universally hated, then tried to do better, that better option was Freshservice, which can be accessed from anywhere, fast, online, and easy to understand. With practically no training the techs were able to just pick it up and go. This was a big help in getting them to start actually using the system.
Sean Muller | TrustRadius Reviewer

JitBit Help Desk

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.
Kenneth Hess | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Freshservice
9.0
JitBit Help Desk
10.0
Organize and prioritize service tickets
Freshservice
9.6
JitBit Help Desk
10.0
Expert directory
Freshservice
8.3
JitBit Help Desk
Service restoration
Freshservice
9.8
JitBit Help Desk
Self-service tools
Freshservice
9.1
JitBit Help Desk
Subscription-based notifications
Freshservice
9.2
JitBit Help Desk
10.0
ITSM collaboration and documentation
Freshservice
8.7
JitBit Help Desk
10.0
ITSM reports and dashboards
Freshservice
8.4
JitBit Help Desk
Ticket creation and submission
Freshservice
JitBit Help Desk
10.0
Ticket response
Freshservice
JitBit Help Desk
10.0

ITSM asset management

Freshservice
8.6
JitBit Help Desk
Configuration mangement
Freshservice
9.0
JitBit Help Desk
Asset management dashboard
Freshservice
8.4
JitBit Help Desk
Policy and contract enforcement
Freshservice
8.3
JitBit Help Desk

Change management

Freshservice
8.9
JitBit Help Desk
Change requests repository
Freshservice
8.8
JitBit Help Desk
Change calendar
Freshservice
8.6
JitBit Help Desk
Service-level management
Freshservice
9.2
JitBit Help Desk

Self Help Community

Freshservice
JitBit Help Desk
8.0
External knowledge base
Freshservice
JitBit Help Desk
8.0
Internal knowledge base
Freshservice
JitBit Help Desk
8.0

Multi-Channel Help

Freshservice
JitBit Help Desk
9.5
Customer portal
Freshservice
JitBit Help Desk
9.7
Email support
Freshservice
JitBit Help Desk
9.9
Help Desk CRM integration
Freshservice
JitBit Help Desk
9.0

Pros

Freshservice

  • Customized customer portal and ticketing system - We have specific information we want our customers and team to access. Freshservice allows us to have all that exactly as we want.
  • Freshchat integration - Having the chat portal integrated on our customer portal has improved our ability to communicate and quickly resolve issues. We have the chat widget on our main customer portal through Freshservice and our Moodle LMS.
  • Asset tracking and integration - we have the ability to track our assets from anywhere now. It makes field service calls so much easier since we don't have to rely on a spreadsheet on our server. We can also connect service tickets to assets so our repairs and changes are more accurate.
  • Mobile App - having the mobile app boosts our ability in the field. We can tag assets from the app to make changes and updates. We can provide the same service on the road as we can in our offices.
John Cilla | TrustRadius Reviewer

JitBit Help Desk

  • 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.
Anonymous | TrustRadius Reviewer

Cons

Freshservice

  • Maintenance of software assets : Freshservice reports the installed software, but if a device is retired, the software remains registered in the software assets. It would be better to have an option to clean it up.
  • Software assets are registered per software-release : there is no way to get an export of one software-asset at once, you have to export them per release. In case of programs like Firefox it's time consuming
Rob Buurman | TrustRadius Reviewer

JitBit Help Desk

  • Better feature request timing.
  • Email notification filtering.
  • Automation of integrations.
Curtis Ness | TrustRadius Reviewer

Likelihood to Renew

Freshservice

Freshservice 9.1
Based on 1 answer
It's overall value in our organization is extremely high and it has become an essential part of our business.
Anonymous | TrustRadius Reviewer

JitBit Help Desk

No score
No answers yet
No answers on this topic

Usability

Freshservice

Freshservice 8.9
Based on 6 answers
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.
Anonymous | TrustRadius Reviewer

JitBit Help Desk

No score
No answers yet
No answers on this topic

Support Rating

Freshservice

Freshservice 10.0
Based on 13 answers
The support team is highly professional and most of them I have spoken are so kind and helpful. I had booked a session for an hour to set up alerts using Workflow Automator, and in that time, the support guy helped me configure alerts, set up change management process groups, etc. Most of the other vendors will ask you to submit a separate ticket for each request.
Anonymous | TrustRadius Reviewer

JitBit Help Desk

No score
No answers yet
No answers on this topic

Implementation Rating

Freshservice

Freshservice 8.2
Based on 1 answer
Use case and requirements have to be very specific. Each business is different so it's very important to be as clear as possible with your initial requirements when communicating with the on-boarding/implementation team.
Anonymous | TrustRadius Reviewer

JitBit Help Desk

No score
No answers yet
No answers on this topic

Alternatives Considered

Freshservice

We picked Freshservice over the others for many reasons. The first would be the ease of implementation. Another is due to the nice interface the system has. We also like the way we can push out a small piece of software to pull in the asset information for asset management. Just all around better product.
Mark Kosier | TrustRadius Reviewer

JitBit Help Desk

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.
Kenneth Hess | TrustRadius Reviewer

Return on Investment

Freshservice

  • The service catalog has simplified and reduced inquiries about purchasing equipment, requesting forms, and identifying software that is available to campus. We estimate a 25% reduction in such inquiries
  • Canned responses and the ability to insert solutions allows our staff to spend more time supporting our users, rather than looking up answers and typing responses.
  • Using the CMDB to document infrastructure, business processes, and training material has allowed IT staff to get-up-to-speed and identify answers to questions more quickly. Additionally, the documentation is advantageous for other departments across campus so that we can show impact of business process changes.
Rick Murphy | TrustRadius Reviewer

JitBit Help Desk

  • 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.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Freshservice

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$19

Freshservice Editions & Modules

Edition
Starter$19.001
Growth$49.001
Pro$89.001
  1. Per Month Per User
Additional Pricing Details

JitBit Help Desk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

JitBit Help Desk Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshservice
9.4
JitBit Help Desk
10.0

Likelihood to Renew

Freshservice
9.1
JitBit Help Desk

Usability

Freshservice
8.9
JitBit Help Desk

Support Rating

Freshservice
10.0
JitBit Help Desk

Implementation Rating

Freshservice
8.2
JitBit Help Desk

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