#1 most frequent
United States of America
57.9%343 installations of 592
What is JitBit Help Desk?
JitBit Help Desk from JitBit Software is a cloud-based or installed help desk solution with a ticketing system, knowledge base, and related features.
Categories & Use Cases
Top Performing Features
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.1
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.4
Areas for Improvement
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.1
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.2
Help Desk CRM integration
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Category average: 8.6
Who Buys & Uses JitBit Help Desk
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
9.0%53 installations of 592
#3 most frequent
Australia
4.2%25 installations of 592
JitBit HelpDesk - Flexible and Easy to Use
Pros
- Flexibility.
- Customizability.
- Effective communication.
- Historical tracking of issues and requests.
- Reporting.
Cons
- Better feature request timing.
- Email notification filtering.
- Automation of integrations.
Return on Investment
- Improved efficiency.
- Improved communication.
- Improved tracking of issues and requests.
Well balanced helpdesk product
Use Cases and Deployment Scope
We use JitBit Help Desk with all end users to receive and handle IT helpdesk tickets. We are also starting to expand use of the product to other groups such as the finance department. We have several thousand end users who use the product when contacting our helpdesk for assistance in evereday problems.
Pros
- Communication with end users
- Efficient UI for heldesk personnel
- Integration options with other products
Cons
- Reporting functionalities could be better
- Improvements to user management
- Expansion to AI functionalities
Return on Investment
- Our old Help Desk product was outdated so JitBit Help Desk improved our helpdesk productivity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
Alternatives Considered
Microsoft System Center Service Manager
Other Software Used
VMware vCenter, Veeam ONE, Barracuda Cloud-to-Cloud Backup
JitBit Helpdesk is easy for users and techs
Pros
- JitBit HelpDesk is very easy to use for end users. They send an email with a standard subject and details to our internal mailbox and voila, we have a new ticket that's trackable and manageable.
- Once you've selected your server of choice, a VM for example, JitBit might take an hour to install and customize for deployment. You'll need a little time to test but the setup and readiness are very fast and easy.
- JitBit's easy-to-use interface is clean and uncluttered.
- It integrates very well into an AD-centric network.
Cons
- 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.
Return on Investment
- JitBit has neither had a positive nor a negative effect on our ROI. The reason is that we had to have a Help Desk solution that is secure and well-supported.
- JitBit does cost real money. The least expensive on-premise option is $1,699, which might have a negative impact on your budget, but I'd have to say that it's worth it--at least for us.
- Trouble-free, practically maintenance-free, Help Desk software has a positive impact on our technician time spent on it.
Alternatives Considered
Spiceworks
Other Software Used
Zoom, Wireshark, Malwarebytes, Bitdefender GravityZone
Fantastic for teams that are going places.
Pros
- Fantastic ticketing system to keep track of old conversations from clients.
- Fantastic analytics and metric tracking.
- Fantastic for sharing relationships with a customer. Generally, this would be a salesperson sharing an onboarding with a support person, but I think you could get creative with it. JitBit is very flexible.
- Super easy to learn and use. If you can use your email, you can use JitBit.
Cons
- I know there were some social media integrations that were not available back in the day. But they may have been added. I also never understood why they would be necessary. I'm mostly playing devil's advocate.
- It's really hard to think of gripes, but I know there was some low level functions that seemed cluncky at times. Their support team is always taking product ideas though, so I suggest reaching out if you are having issues.
- The larger our team got, we found that certain employees took on less work, and they hid it by hopping on other people's tickets and using tags to their advantage. I don't think this is JitBit's fault, but it led to a system restructure with time for our team.
Return on Investment
- Allowed us to blow up the amount of employees we had in our company.
- Created accountability between teams, which reduced bickering and finger pointing.
- Brought light to blind spots in work flow.
- Every, EVERY, hand off is fast, clear and understood between employees... It's great.
Alternatives Considered
Help Scout, Intercom, Totango and Zendesk
Other Software Used
Freshdesk, Front, Namely
