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.
Adam from Riskalyze
Employees number: 51-200 employees
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!
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!
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
Response: Alex, JitBit Software
Date: 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.
Michael from ISS
Employees number: 2-10 employees
The software is a good ticketing system and and will certainly help you accomplish your task tracking,
Felt like it was missing features compared to its competitors for the price.
Been for over 2 years working with this helpdesk and it makes our job really easy
It is so easy t have your customer to be able to generate a help desk simply with an email, that is almost funny.
Sometimes email comunication is not as instant as needed but it can be worked out
Matt from Direct Line Communications Ltd
Employees number: 11-50 employees
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.
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.
Low cost, does everything I needed it for. Ease of use and easy to administer. It keeps my team up to date.
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.
There is so little not to like, I think remote control built into the site/app is what is really missing.
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
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.
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
If there are more customization in rights to view the tickets and reports can make it even more comorehensive.
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.