JitBit Helpdesk Ticketing Software

Pros

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.

Cons

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.

Pros

Low price, responsive customer support, very nice UI.

Cons

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.

Advice to Others

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.

Customer service is excellent and friendly. The product is really easy to use and a great price for the value. Strongly recommend it.

Pros:
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.

Cons:
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.


Overall:
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.

Easy to set up and use.

Excellent customer support for advice, set up and ongoing support. Very fast response time.

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.

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.

Gives you what you expect but with an extra quality in the product.

Fast response and good answers

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.