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What Is Jitbit Helpdesk?

Jitbit Helpdesk is a great helpdesk app with clean UI and simple set up process. But all the features are there: automation engine, file-attachments, integrations (JIRA, Slack, Dropbox, Github etc), email-integration, Knowledge-base module etc. etc.

Jitbit Helpdesk is offered both as a SaaS version and an on-premise tool installed locally on a server.

Who Uses Jitbit Helpdesk?

Jitbit aims at both startups and small self-funded companies and big enterprises with 50+ support agents.

Jitbit Helpdesk Software - 1
Jitbit Helpdesk Software - 2
Jitbit Helpdesk Software - 3

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Reviews of Jitbit Helpdesk

Average score

Overall
4.6
Ease of Use
4.6
Customer Service
4.5
Features
4.3
Value for Money
4.4

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
70%
4
27%
1
3%
Matt
Matt
Telecoms Engineer in UK
Verified LinkedIn User
Telecommunications, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Fantastic Self Host Helpdesk

5.0 5 years ago

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.

Michael
IT Support Supervisor in US
Industrial Automation, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Jitbit - The best Bang for the Buck!

5.0 5 years ago

Comments: Jitbit has provided me clear viability into my current workload for my team.
I am now able to create a strong business plan to grow my department, delegate the work efficiently , and allow me to interact with other lines of business without interrupting my day to day operations.

Pros:

Flexibility, speed and ease of use are what make this software the premier application for a Web based HelpDesk. There is hardly any delay when waiting for a ticket to come in, and with a robust rule structure you can quickly get the ticket to the right support rep with minimal downtime or delay for the user.

Cons:

There's not a lot because every time I find a challenge or a missing feature, the Jitbit team is quick to review and address it.

Jeofrey
IT in
Transportation/Trucking/Railroad, 10,000+ Employees
Used the Software for: 1-5 months
Reviewer Source
Source: SoftwareAdvice

Worst Customer Service

1.0 7 years ago

Comments: 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

Jitbit Response

6 years ago

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.

Karl
Dir. Eng, Ops and IT in US
Broadcast Media, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Jitbit Helpdesk

5.0 3 months ago

Comments: We moved to Jitbit Helpdesk during COVID because we needed something more easily accessible for staff from what we were using. It provides a clean, user-friendly experience and we use it as our service portal for all the teams I manage. Any time I've contacted support I receive quick timely responses.

Pros:

Easy for users to submit tickets - web, app or via email. Easy to follow tracking of tickets & updates. Ability to easily add custom fields, categories and ticket types. SAML SSO integration

Cons:

Honestly, I really don't have a con about this product. It does everything we need and is not bloated with extras we don't which I think helps with the price point.

Aimee
Aimee
Admin in US
Used the Software for: 2+ years
Reviewer Source

Makes managing customer support easy

5.0 7 years ago

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.

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