JitBit Helpdesk Ticketing is an IT help desk management solution designed for companies of any size that offers automated routing, incident management, inbox management, ticket management and self-service portal functionalities within a suite. The product is available both in cloud-based and on-premise deployment options and features a mobile app for both iOS and Android devices.
JitBit features ticket management which allows users to manage requests from multiple sources by assigning them customized tags and categories. These queries are then routed to the most appropriate support team based on their availability and areas of expertise.
JitBit features mobile apps that allow users to track the status of their requests using their mobile devices and ensures that agents are aware of their pending requests.
With the help of customized reporting and dashboards to track and monitor KPIs, users gain a complete view of all their help desk activities.
Jeofrey from Lufthansa
Employees number: 10,000+ employees
Worst customer service ever, The App doesn't work. Please keep your money. You will never get this to work on your own, and they offer no help at all.
Nothing, It didn't work
It doesn't work
IT doesn't work
Aimee from Nexsyis
My software company uses Jitbit to manage our incoming customer support e-mail. You are able to customize the settings to set up groups of users, ie. IT support, Development support, etc, and the users assigned to those groups will receive e-mail notifications. You can reply from your e-mail or from the website portal, whichever is easiest at the time. Each incoming e-mail creates a ticket that date/time stamp tracks all responses, so you can see a clear history. Reporting features are also helpful for tracking technician productivity.
Users that are not part of a group cannot see tickets for another group, even if they click the direct ticket link. This makes it challenging to share IT tickets with our upper management without changing the ticket category.
We've been using this for 2.5 years. First, we wanted to go with the on-premise version (the company offers one) but then they convinced us to try the cloud-hosted and it worked great. We connect our users using SAML authentication use a hosted AD on Azure, and this makes life soo much easier.
Low price, responsive customer support, very nice UI.
Lack of social media integration, but you hack your own using Zapier. Also, there's no "Search" function in the Android app, hope they add this.
Most of the helpdesk software apps out there have a pretty standard feature set, right? So paying attention to "secondary" things like - how responsive is the vendor's customer support? How fast they add the new features you request? Are they open to feedback in general? Are they reliable and been here for a while? Jitbit kinda nailed all of the above I would say.
Francine from AMERICAN OVERSEAS SCHOOL OF ROME
Customer service is excellent and friendly. The product is really easy to use and a great price for the value. Strongly recommend it.
Rob from Speedway LLC
Easily modifiable, source code available with correct license.
Easy to use for users.
Scripting/Automation/SLA tools makes automating jobs easy.
Integrated knowledge base capabilities.
No group level permissions
Two tiered Problem/Category versus three tier Category/Item/Problem solution.
Three security tiers means corporations may need to modify code to handle different situations.
Category selector is not filterable, with large numbers of categories, searching and reporting is tedious.
Default behavior is logging a call for yourself, you must select to log for another user (designed for users to log their own calls versus calling into a helpdesk).
With the logging problem above, reporting doesn't handle tracking tech calls very well as they are logged on behalf of another user. We had to write custom reports to handle this.
If your company has an IT department with Visual Studio developers, using this software versus a solution that costs tens if not hundreds of thousands per year is a no-brainer. You can modify it to your needs quite easily. Unlimited users means the app can grow as you do.
Customer service has been great, email the team and we usually hear back within an hour, and funny enough, I've heard from members of their executive office answering questions. Great service, I hope they never change that.
Helen from Head Light Ltd
Easy to set up and use.
Excellent customer support for advice, set up and ongoing support. Very fast response time.
J from DCSD
I find the JitBit helpdesk application to be a very easy to utilize. The web interface is very clean and quick. There is a lot of built-in functionality, and if you find there is something that is missing, the support/development team is pretty good about being receptive to new features.
While this application cannot perform everything (a few more automation options or reports would be nice ), it is certainly a very economical purchase that you can have up and running very quickly.
Dario from RES
I spent any time with OsTicket before buy this great software (too much time spending for my job). Really easy installation and ready to use software. I configured in 3-4 hours. Very powerfull the automatism tool, you can create a rule for everything (mail warning, automatic assignment, tagging,...) and last but not least great support.
Olle from Swedish Film Institute
Gives you what you expect but with an extra quality in the product.
Frank from deep AG
Fast response and good answers
Peter from Dyfnet
We've been using this for about 2.5 years, the cloud-hosted version (we were going to buy the on-prem one, but the company suggested we tried the SaaS one and we never looked back).
This helpdesk has the best UI in the niche, cool automation features, some nice integrations (we needed JIRA), but it definitely misses Twitter/Facebook integrations. We kept bobing the company with our requests for this for about a year, and they are promising to deliver this, but still haven't don this yet. That's why the four stars. Other than that - top notch solution.