About JitBit Helpdesk Ticketing


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.



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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

19 Reviews of JitBit Helpdesk Ticketing

Average User Ratings

Overall

4.37 / 5 stars

Ease-of-use

4.5

Value for money

4.0

Customer support

4.5

Functionality

4.0

Ratings Snapshot

5 stars

(10)

4 stars

(8)

3 stars

(0)

2 stars

(0)

1 stars

(1)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-19 of 19 reviews

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February 2018

Adam from Riskalyze

Company Size: 51-200 employees

Review Source


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

February 2018

JitBit is the next big thing!

If you can't tell, I love Jitbit. You will see your ROI in less than a year. Partly because the investment price is very low, and the tool is so solid. You will never hear a new employee tell you that they don't know how to use it. Their support is great. The UI is beautiful. They truly understand the space they are in, and they know what their competitors are lacking. Keep it up guys!

Pros

Fantastic interface. It reminds me of a system that has all the strengths of Zendesk, without any of the weaknesses.It's easy to use, easy to read, and you can teach a new employee to use it in a day. There's no point in stating the value of a ticket management system, because JitBit has all the benefits of the bigger/more expensive competitors. If you are talking to multiple companies, ask their sales person what they offer anything that JitBit doesn't... I guarantee they will answer, and I guarantee that answer is a lie. JitBit is young, and stomping the competition. Jump on while the price is low!

July 2017

Aimee from Nexsyis

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2017

Makes managing customer support easy

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.

November 2018

Matt from Direct Line Communications Ltd

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

November 2018

Fantastic Self Host Helpdesk

Pros

The pricing model for Jitbit self hosted makes the product exceptional value for money, made even better by the license being perpetual.
With the backend being SQL this also allows for database level backups to be taken and managed, as well as 3rd party integration at database level.
The interface is clean, and simple to use both from a tech and end user perspective. Unlike other helpdesk software on the markets the message thread is clean and easy to read.
There is also a well build mobile application available.

Cons

The reporting element of the helpdesk software is somewhat lacking in the number of reports which can be generated. These reports are also very rigid and allow little customisation.

September 2016

Anonymous

Verified Reviewer

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

September 2016

Affordable and easy

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.

March 2019

Josemaria from Maynilad Student Services

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

3.0

Functionality

4.0

March 2019

Customers in mind

JItbit has helped us deal with helpdesk issues faster, better, and in a more dynamic way. We get to generate reports which can quickly show us user satisfaction, feedback, common incidents, etc. which can all help us to improve our customer service.

Pros

Customer satisfaction is a top priority. We use Jitbit to improve this metric by providing a platform where the users themselves can easily report their concerns, bugs, and incidents and at the same time find a timely response and available knowledgebase materials they can browse thru for self-service items.

Jitbit is highly customizable out of the box, the defaults work well, has a clean UI, and yet there is a lot of customizations possible e.g., for company branding, simplifying the categories and dropdown lists, etc.

Based on UK and yet their pricing is very attractive.

Cons

No negatives so far in the little time we have spent with Jitbit. The learning curve itself is not a pain, but somewhat expected for any new software.

November 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

3.0

Functionality

4.0

November 2018

mail based helpdesk

Been for over 2 years working with this helpdesk and it makes our job really easy

Pros

It is so easy t have your customer to be able to generate a help desk simply with an email, that is almost funny.

Cons

Sometimes email comunication is not as instant as needed but it can be worked out

November 2015

Rob from Speedway LLC

Review Source: Capterra


Ease-of-use

4.0

Customer support

5.0

November 2015

Excellent software, after some modifications for the Corporate world

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.

July 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

July 2018

I've been using this for my team for about a year. Easy to use, easy to manage.

Low cost, does everything I needed it for. Ease of use and easy to administer. It keeps my team up to date.

Pros

Ease of use, simple, low cost. I can manage my team easily with just the permissions each group needs. The phone app is handy and works well.

Cons

There is so little not to like, I think remote control built into the site/app is what is really missing.

April 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2018

Managing service request made simple and easy

Pros

The simple yet professional layout makes it one of the best helpdesk software. The categories can be managed easily and technicians can be assigbed accordingly

Cons

If there are more customization in rights to view the tickets and reports can make it even more comorehensive.

June 2018

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

5.0

Functionality

5.0

June 2018

Jitbit is a fantastic help desk solution

Pros

The layout works well as far a workflow goes. I really like all of the integrations Jitbit has built in to everyday tools I use

Cons

My companies decision for not choosing this software boiled down to price. That being said I personally feel the benefits outweigh the costs as far as efficiency goes.

September 2015

Peter from Dyfnet

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

September 2015

Neat, affordable & easy to use, but no twitter integration

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.

January 2017

Jeofrey from Lufthansa

Company Size: 10,000+ employees


Ease-of-use

1.0

Value for money

1.0

Customer support

1.0

Functionality

1.0

January 2017

Worst Customer Service

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.

Pros

Nothing, It didn't work

Cons

It doesn't work

Response from Alex of

Replied June 2018

We're sorry you were unable to set it up. I assume you were trying to install the on-premise version that does require some technical skills or administering a web-server, setting up a MS SQL database, configuring windows-integrated authentication and other tricky stuff depending on your requirements. That is why we also offer the SaaS (hosted) version that works in the cloud and requires literally zero setup. But nevertheless I regret and apologize the lack of support you experienced from us. If you could provide more details, we can investigate further.

November 2015

J from DCSD

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

November 2015

Simple, but powerful helpdesk application

I find the JitBit helpdesk application to be a very