Jitbit Helpdesk

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

Warum Jitbit Helpdesk gewählt wurde

Zuvor genutzte Software

Vorteile

I find it very easy to use with a simple but powerful user interface.

Nachteile

I wish it had more project management and team collaboration features, but i understand that it's strength is as a ticketing system.

Vorteile

Unfortunately, I can not think of anything.

Nachteile

Biggest complaint was lack of support and almost impossible to reach someone directly when needed

Vorteile

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

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

SAML single sign on to Active Directory is flawless. We hooked up both ICT and Facilities.

Nachteile

No Microsoft Flow integration

Vorteile

Email-to-ticket integration work flawlessly, but the UI design is what we appreciate the most. Not cluttered, not overloaded with tons of checkboxes etc.

Nachteile

Live chat is kinda buggy on mobile, but the team suggested a workaround

Vorteile

Enterprise-class helpdesk app, so many features... Love the automation module, we use it to manage our SLA rules and automatic notifications.

Nachteile

No integrated facebook messaging support, but we’ve managed to connect via the API. Everything else is OK.

Vorteile

Jitbit Helpdesk has changed the way our maintenance team handles support email. The app assigns agents automatically, auto-responds to common questions, etc. The asset tracking is a nice addition too.

Nachteile

Parts of the app are based on jQuery, not converted to Vue yet.

Vorteile

Jitbit Helpdesk makes discussions authentic, and there are immediate consultations to make every response recorded.

Nachteile

Jitbit Helpdesk has an impressive solution in making customer help distinct.

Vorteile

itbit Helpdesk has a focused and immediate form of reaching to clients and offering responses to the challenges they face.

Nachteile

itbit Helpdesk is aggressive and quick to resolve the arising challenges.

Vorteile

In generale permette di avere una chiara visione del attuale carico di lavoro per ciascun elemento del team. Inoltre struttura il flusso di lavoro in modo efficiente e permette di interagire con gli altri reparti in modo veloce. Molto comoda l'Integrazione della posta elettronica, che permette di rispondere ai ticket via mail. Ho davvero apprezzato l'integrazione con Trello. Molto interessante la possibilità di sapere in tempo reale di sapere chi sta guardando o scrivendo un ticket, tramite gli alert "anche l'utente X sta guardando questo ticket e sta digitando una risposta"

Nachteile

Non ho rilevato nessun difetto strutturale. Per quanto riguarda la versione mobile, non c'è la funzione "Cerca" e il layout non è organizzato come nella versione desktop: questo aspetto è molto migliorabile.

Vorteile

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.

Nachteile

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.

Vorteile

we can handle our helpdesk perfectly with jitbit, keep our knowledgebase and everything works as smooth as silk, our customers are happy with it, so it's a great helpdesk platform

Nachteile

App. It has to be removed from the apps libraries, you can't have an app that can't be used it gives a really bad image to the company, in our case we have simply forgotten that Jitbit has an app

Vorteile

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!

Vorteile

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

Nachteile

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

Vorteile

The ability to change an email into a Ticket saved hours of support.

Nachteile

Pricing and the support that was unwilling to address mayor issues and development requests for a custom report.

Vorteile

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.

Nachteile

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

Vorteile

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

Nachteile

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

Vorteile

The value for the feature set is off the charts

Nachteile

It works as it should and does what we need it to do to manage our HelpDesk.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Jitbit Helpdesk

Vorteile

Low price, responsive customer support, very nice UI.

Nachteile

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.

Vorteile

Nothing, It didn't work

Nachteile

It doesn't work

Vorteile

integration with jira and slack;
mobile version;
flexible for different sized teams;
convenient mailbox;
adequate price;

Nachteile

some minor bugs in interface, but not in functionality

Vorteile

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

Nachteile

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.

Vorteile

The software is a good ticketing system and and will certainly help you accomplish your task tracking,

Nachteile

Felt like it was missing features compared to its competitors for the price.