Jitbit Helpdesk vs Sugar Serve
Jitbit Helpdesk
jitbit.comSugar Serve
sugarcrm.comSide by side
| Figure | Jitbit Helpdesk | Sugar Serve |
|---|---|---|
| Price from | $24/mo | — |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| Linux | Yes | — |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | — |
| Plans published | 15 | 3 |
| Spec score · Help desk software | 9.1 (#9) | 8.5 (#25) |
| Company legal name | Crunchbase lists the legal name as Jitbit LP and identifies Alexander Yumashev and Max Al Farakh as founders. | The current site identifies the maker as SugarAI Software Inc., formerly SugarCRM. |
| Documentation and support | The public documentation covers tickets, knowledge base, users, reports, administration, assets, integrations, installation and a REST API reference. | Documentation includes application, administration, developer, portal, release-note and supported-platform guides, with support portals and knowledge-base resources. |
| Free plan | No | No |
| Integrations | Listed integrations include Jira, GitHub, GitLab, Bitbucket, Slack, Microsoft Teams, Zapier, Dropbox, Google Drive, OneDrive, Box, WhatsApp, WordPress, Power BI, Stripe, SurveyMonkey, Basecamp and ClickUp. | Sugar supports native connectors and marketplace add-ons, with integrations for ERP and other back-office systems. |
| Knowledge base | The product includes a searchable knowledge base and self-service portal where users can track their tickets. | Customers can search knowledge articles, obtain answers and open cases through self-service. |
| Rating on Apple App Store | 4.6 out of 5 from 71 ratings | 4.0 out of 5 from 76 ratings |
| Rating on Capterra | 4.5 out of 5 from 33 reviews | 5.0 out of 5 from 1 review |
| Rating on G2 | 4.3 out of 5 from 53 reviews | 4.5 out of 5 from 37 reviews |
| Rating on GetApp | 4.6 out of 5 from 33 reviews | 5.0 out of 5 from 1 review |
| Rating on Google Play | 3.0 out of 5 from 102 reviews | 3.7 out of 5 from 458 reviews |
| Security controls | Jitbit states that hosted data is encrypted at rest and in transit, uses AWS private-cloud infrastructure, and limits production database access to two people. | Sugar describes encryption in transit and at rest, firewalls, vulnerability management, SIEM, DLP, penetration testing and a bug-bounty program. |
| SLA management | Yes | Yes |
| What it does | Jitbit Helpdesk is a web-based ticket system that turns email and web requests into support tickets. | Sugar Serve is a customer-service CRM for unified customer context, case resolution, workflows, omnichannel engagement and self-service. |
Plans
Jitbit Helpdesk
- Small$2,199 a month
- Company$3,799 a month
- Company$3,799, paid once
- Enterprise$6,499 a month
- SaaS$24 a month
- Freelancer$29 a month
- Startup$69 a month
- Company$129 a month
- Enterprise$249 a month
- Self-hosted AI add-on$999, paid once
Sugar Serve
- ServePrice not published
- Sugar Serve (G-Cloud reseller listing)£64 a month
- Sugar Serve$80 a month
In their own words
Jitbit Helpdesk
Jitbit Helpdesk turns support requests into trackable tickets for internal IT teams and customer service. It can monitor support mailboxes and organize incoming email as tickets, with categories, tags, merging, scheduled tickets, and multi-agent assignment. Customers can submit requests through a portal, live chat, website widget, or integrations such as WhatsApp. Automation rules can route or alert on tickets; AI can suggest knowledge-base articles, summarize tickets, draft replies, categorize requests, and search a website or knowledge base. The product is available as cloud-hosted SaaS or as self-hosted software for Windows, Linux, or Docker servers. Self-hosted customers can keep data on their own database servers. SaaS costs $24 a month and has a 21-day trial without a credit-card requirement. The self-hosted trial has no time limit, but some features are disabled. SaaS data is hosted on AWS in North Virginia, according to Jitbit; it also describes SSL connections and daily backups.
Sugar Serve
Sugar Serve has no write-up on Specifiction yet; its figures are above.