ChangeGear Service Desk vs. JitBit Help Desk

It's perfect for companies of all sizes

Incentivized

Helps to create a continuous conversation between our team and the user. It was clean and easy to understand, training was less than a day for most newbies. Your Devs, Sales, Marketing Support, Management can all use one hub to talk to your users and gather feedback. Helped us expand our teams and realize what directions we needed to expand in. Support supports, Sales sells, Marketing markets... It's like a beautiful dance! It's hard to say that JitBit is right for you, but I can't imagine the industry that JitBit wouldn't work in. You put it in front of an employee, and they know what to do next.

Incentivized

• Change Control
• Ease of Use
• Simplicity

Incentivized

• Flexibility.
• Customizability.
• Effective communication.
• Historical tracking of issues and requests.
• Reporting.

Incentivized

• Not sure if this is due to our back end, but ChangeGear Service Desk can sometimes bog down. Speed can always be improved and, while version 6 has been impressive so far, slow downs are still common.
• Browser compatibility can sometimes be hit or miss. Certain fields would not work on Chrome, so our department has required FireFox. I have not tested 6 on other browsers but hopefully the upgrade has taken care of this.
• The communications with customers are not easy to sift through. With limited attention spans, seeing a subject line filled with 'gibberish' causes our customers to either delete or leave the message forever unread. Again, not sure if due to our implementation, but I would clean that sort of thing up.

Incentivized

• JitBit HelpDesk is not free. There is no free version. It would be nice if they had a free, limited version that would allow 100 tickets to get used to it before buying as it is pretty expensive, even for the lowest end implementation.
• I wish it were easy to integrate forms into. I've seen numerous questions around the Net about integrating Google Forms or creating forms.
• There is a strong push from JitBit to use the cloud version but some companies really have to use an on-premise solution.

Incentivized

Because it allows me to work in (probably) the most organized way possible. It allows me to collaborate quickly and rather effortlessly with coworkers within my team and other teams in the Technology department. The deduction in rating is due to the issues with speed and browser compatibility. Version 6 has been a revelation but I as always, there's room for improvement.

Incentivized

As this is my first position in an IT support environment, I have never used or evaluated a different product. Products such as ServiceNow are always mentioned as upgrades but the finances and logisitcal situations for the institution I work at do not allow and//or necessitate the use of such a tool.

Incentivized

We've looked at several different Help Desk solutions, but the names escape me at the moment. We looked at Spiceworks and didn't find it to be bad but we didn't like the ads. There is a purchase version for about $500/year, but we still decided against it--I can't recall why. JitBit's reviews and history are both very good. And if two years worth of no issues is any indication of how well it works, then that alone speaks for itself. I have used other Help Desk applications over the past 20 years and none are perfect, but a hassle-free experience gets a gold star from me.

Incentivized

• For the time I've been working at this job, reports have always been positive for incident resolution rates.
• We use the Incident Management module for event support related requests. We provide A/V support and the IM allows us to create tasks for setting up the room, thus creating a thread of responsibility for customer interaction and statistics for our institution's registrar regarding event space / classroom usage.
• Implementation of customer surveys in resolution emails has allowed us to gauge the areas we are strong at and areas we need to improve. This has proved vital since its implementation last quarter.

Incentivized

• Our old Help Desk product was outdated so JitBit Help Desk improved our helpdesk productivity
• We can also offer help desk product to other groups besides IT
• End users are better serviced with modern product

Incentivized