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JitBit HelpDesk Review

JitBit HelpDesk
Our score: 9.2 User satisfaction: 100%

What is JitBit HelpDesk?

Jitbit HelpDesk is a comprehensive help desk ticketing system trusted by freelancers, small businesses, startups, and large enterprises. Designed for deployment via cloud hosting and self-hosting, this tool enables users to manage and track incoming support request emails as well as their associated tickets. It leverages machine learning to automate tasks and allow you to focus more on customer service operations instead of tedious back-office tasks.

JitBit has been recognized with our 2019 Expert’s Choice Award as well as the Supreme Software Award for 2019.

Additionally, this software focuses on UI simplicity. It is not bloated with features that are unessential to customer support so you can expect a no-fuss user experience the moment you implement it. The platform even has short and efficient administrator pages that make it quick to navigate. You can even fully customize the entire look of the software by supplying your own CSS styles or adjusting the color scheme according to your branding. 

Unlike traditional help desk platforms, JitBit HelpDesk has a powerful REST API that lets it integrate with dozens of external applications. It can work seamlessly with your company’s existing software, email, and Active Directory. Moreover, to make things more convenient for you, the platform supports single sign-on features that let you connect the app to different authentication systems.

With this at your disposal, you can get a detailed overview of your tickets and customers. Your business can then organize tickets by allocating tags and categories and view specific tickets through filters. In addition, you can also use filters to apply certain actions, route tickets, and set priorities. You can likewise use tickets to establish a knowledge base and look at your company’s business performance.

What’s more is that JitBit HelpDesk is a relatively affordable support solution compared to its competitors. For one, they don’t price their plans per agent and they offer monthly and annual pricing options. All of their contracts also include free upgrades within a year as well as discounted upgrades afterward. 

Overview of JitBit HelpDesk Benefits

Using JitBit HelpDesk, you can perform a variety of tasks such as ticket routing, knowledge base creation, ticket filtering and categorization, asset tracking, and performance reporting. You can even set automation rules to cut down routine work and focus more on assisting your clients. In addition to these, this software also offers the following benefits:

Simplified Help Desk Efforts

JitBit HelpDesk is simple and uncluttered, making it easy for agents and end-users to utilize. From managing email tickets to accessing the self-service portal, this software is a breeze to use. JitBit also has a fast and intuitive visual UI that makes administrator pages short and efficient, therefore, faster to navigate. To make further simplify your help desk efforts, the software also supports a single sign-on feature that lets you connect it to your local Windows authentication system, Google accounts, or any other external authentication provider.  

Better Customer Service

Optimize the way you handle customer service requests using JitBit’s machine learning-powered automation. This feature enables the application to quickly suggest relevant FAQ articles to agents so that they can accommodate your clients’ needs better. It also allows you to create rule-based chatbots and auto-responders so that you can respond to common scenarios much faster without wasting manpower.

Streamlined Ticket Management

JitBit HelpDesk has a ticket grid view showing the status of all your new and ongoing tickets. The grid can also use filters in order for your business to customize your view of the tickets coming in. You can likewise group and merge tickets, categorize customer tickets, as well as assign tickets to your company’s specific team members. It even allows you to track support tickets and manage contacts by integrating with your company’s email and Active Directory.

Better Performance Tracking
The tool’s reporting tool also makes it easy for you to keep a critical eye on your team performance. Jitbit offers a set of built-in analytical reports that will give your business insights about various issues and a customized report feature that allows you to build your own reports quickly.

Seamless Integrations

Jitbit Helpdesk integrates with dozens of external apps. Be it project management systems, CRM tools, bug-trackers, or other software solutions, this platform can support it to cater to your operational needs. Furthermore, JitBit has a powerful REST API that lets you can connect it to any other business systems you have in place.

More Professional Looking Help Desk

Other than giving you a self-hosted option so you can implement the application on your own servers, JitBit also offers a wide variety of customization options to help you apply your branding to the platform. You can choose to add your logo, change the colors of the interface, as well as supply your own CSS to fully configure the look of the platform.

Overview of JitBit HelpDesk Features

  • Mobile Help Desk
  • Two-Way Email Integration
  • POP3/IMAP/SMTP
  • Ticketing Management
  • Secure Web-Based Interface
  • Customer Support Request Tagging
  • File Attachment Support
  • Asset Management
  • Canned Responses
  • Knowledge Base
  • Help Desk Automation
  • Team Mailbox
  • Reporting Options
  • SSL Encryption
  • Real-Time Updates
  • Multilingual Support

What Problems Will JitBit HelpDesk Solve?

Problem #1: Chaotic Support Mailbox

Having a shared inbox for customer support can help you and your team members get a more transparent view of your pending service requests. However, this can lead to confusions as to who is answering each email. Moreover, traditional inboxes can get cluttered, making it difficult to track previous conversations. With JitBit Helpdesk, you can easily track who is working on what service request. Moreover, the application can detect if a sender has contacted you before and automatically give you the details of the sender’s previous transactions with your company. This way, you can pick up where your conversation left whenever they contact you.   

Problem #2: User Collisions

All of your agents want to respond to each ticket as quickly as possible. Because of this, your agents can unknowingly work on the same service request at the same time which can lead to confusion on the part of the client. To avoid these user collisions, JitBit HelpDesk allows you to get real-time updates on tickets. This way, you can check if a support representative is already helping out a client.


Problem #3: Inefficient Progress Tracking

Understanding the performance of your operations is key to improving customer service. Using JitBit HelpDesk, you can get access to tools that will help you analyze your team’s efficiency. It has built-in reports that will let you pinpoint your first response times, check the busiest time of a particular month, as well as determine your most active customers. There are also great time-tracking options for easier customer billing. Moreover, JitBit comes with a custom report builder that lets you customize what data to aggregate and how to display them.

Awards & Quality Certificates

An award given to products our B2B experts find especially valuable for companies
This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.
This award is given only to top B2B products and represents the highest possible level of service. It highlights the vendor’s extensive knowledge of the industry they’re selling to and the needs of their customers.

JitBit HelpDesk Position In Our Categories

Because companies have unique business demands, it is only sensible that they avoid getting an all-in-one, ”best” business program. Needless to say, it is futile to stumble on such an app even among popular software products. The better step to undertake should be to shortlist the various major aspects which require careful thought including major features, price plans, technical skill competence of the employees, business size, etc. Thereafter, you must do your research thoroughly. Go over some JitBit HelpDesk evaluations and check out the other software systems in your shortlist more closely. Such well-rounded product investigation guarantees you steer clear of unfit apps and buy the one that offers all the features your business requires to achieve growth.

Position of JitBit HelpDesk in our main categories:

TOP 10

JitBit HelpDesk is one of the top 10 Customer Support Software products

TOP 10

JitBit HelpDesk is one of the 10 Help Desk Software products

JitBit HelpDesk is also listed in the following subcategories:

Since each company has particular business requirements, it is sensible for them to desist from looking for a one-size-fits-all ideal software application. Needless to say, it would be futile to try to find such a platform even among market-leading software applications. The intelligent thing to do would be to list the various vital factors that require consideration such as key features, budget, skill levels of employees, company size etc. Then, you should do your groundwork thoroughly. Read some JitBit HelpDesk Help Desk Software reviews and check out each of the other apps in your shortlist in detail. Such exhaustive research can make sure you reject ill-fitting platforms and choose the app that provides all the features you need for business success.

How Much Does JitBit HelpDesk Cost?

JitBit HelpDesk Pricing Plans:

Free Trial

HelpDesk Ticketing System Small Plan

$1699

HelpDesk Ticketing System Company

$3499

HelpDesk Ticketing System Enterprise

$4999

SaaS Help Desk Freelancer Plan

$29 per month

SaaS Help Desk Startup Plan

$69 per month

SaaS Help Desk Company Plan

$129 per month

SaaS Help Desk Enterprise Plan

$249 per month

JitBit offers different pricing plans depending on your deployment preferences. These are all inclusive of 24/7 support, instant delivery, and free upgrades.  On-Premise HelpDesk Ticketing System Pricing:Small – $1699

  • Supports Up to 10 Agents
  • Free Upgrades Within 1 Year
  • Perpetual License

Company – $3499

  • Supports Up to 20 Agents
  • Free Upgrades Within 1 Year
  • Perpetual License
  • Native iOS and Android Applications
  • API, SAML

Enterprise – $4999

  • Supports an Unlimited Number of Agents
  • Free Upgrades Within 1 Year
  • Perpetual License
  • Native iOS and Android Applications
  • API, SAML
  • Source Codes
  • GIT-Access to Latest Code Updates
  • Expedited Support

SaaS Help Desk PricingFreelancer – $29/month (billed monthly) or $24.92/month (billed annually)

  • Supports 1 Agent
  • 500MB Storage Space
  • Upgrade/Downgrade Anytime

Startup – $69/month (billed monthly) or $59.25/month (billed annually)

  • Supports Up to 4 Agents
  • 1GB Storage Space
  • Native iOS and Android Applications
  • Upgrade/Downgrade Anytime

Company –  $129/month (billed monthly) or $108.25/month (billed annually)

  • Supports Up to 7 Agents
  • 5GB Storage Space
  • Native iOS and Android Applications
  • Personal Domain
  • Downloadable Backups
  • Upgrade/Downgrade Anytime

Enterprise – $249/month (billed monthly) or $208.25/month (billed annually)

  • Supports Up to 9 Agents ($29/extra agent)
  • Unlimited Storage Space
  • Native iOS and Android Applications
  • Personal Domain
  • Downloadable Backups
  • CDN
  • Option to Hide JitBit Branding
  • Expedited Support
  • HIPAA Compliance
  • BAA
  • Upgrade/Downgrade Anytime

 

 

User Satisfaction

Positive Social Media Mentions 5
Negative Social Media Mentions 0

We realize that when you make a decision to buy Help Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and JitBit HelpDesk reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with JitBit HelpDesk. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Screenshots

Technical details

Devices Supported

  • Windows
  • Android
  • iPhone/iPad
  • Web-based

Deployment

  • Cloud Hosted
  • On Premise

Language Support

  • English
  • Chinese
  • German
  • Hindi
  • Spanish
  • French
  • Russian
  • Italian
  • Dutch
  • Portugese
  • Polish
  • Turkish
  • Swedish

Pricing Model

  • Monthly payment
  • Annual Subscription

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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JitBit HelpDesk Comparisons

JitBit HelpDesk user reviews

Very impressive.

Read full review >
Emmy
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 13.11.2019 Company Size: More than 100 Employees Industry: Restaurants

Great software

Read full review >
Jan
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 04.10.2019 Company Size: More than 100 Employees Industry: N/A

Automated ticketing at its finest.

Read full review >
Valerie
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 01.10.2019 Company Size: More than 100 Employees Industry: Information Technology and Services

Basic but robust tool for handling tickets.

Read full review >
Filomena
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 13.09.2019 Company Size: More than 100 Employees Industry: N/A

This helps us prioritize our tasks.

Read full review >
Doug
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 13.09.2019 Company Size: More than 100 Employees Industry: N/A

What are JitBit HelpDesk pricing details?

JitBit HelpDesk Pricing Plans:

Free Trial

HelpDesk Ticketing System Small Plan

$1699

HelpDesk Ticketing System Company

$3499

HelpDesk Ticketing System Enterprise

$4999

SaaS Help Desk Freelancer Plan

$29 per month

SaaS Help Desk Startup Plan

$69 per month

SaaS Help Desk Company Plan

$129 per month

SaaS Help Desk Enterprise Plan

$249 per month

JitBit offers different pricing plans depending on your deployment preferences. These are all inclusive of 24/7 support, instant delivery, and free upgrades.  On-Premise HelpDesk Ticketing System Pricing:Small – $1699

  • Supports Up to 10 Agents
  • Free Upgrades Within 1 Year
  • Perpetual License

Company – $3499

  • Supports Up to 20 Agents
  • Free Upgrades Within 1 Year
  • Perpetual License
  • Native iOS and Android Applications
  • API, SAML

Enterprise – $4999

  • Supports an Unlimited Number of Agents
  • Free Upgrades Within 1 Year
  • Perpetual License
  • Native iOS and Android Applications
  • API, SAML
  • Source Codes
  • GIT-Access to Latest Code Updates
  • Expedited Support

SaaS Help Desk PricingFreelancer – $29/month (billed monthly) or $24.92/month (billed annually)

  • Supports 1 Agent
  • 500MB Storage Space
  • Upgrade/Downgrade Anytime

Startup – $69/month (billed monthly) or $59.25/month (billed annually)

  • Supports Up to 4 Agents
  • 1GB Storage Space
  • Native iOS and Android Applications
  • Upgrade/Downgrade Anytime

Company –  $129/month (billed monthly) or $108.25/month (billed annually)

  • Supports Up to 7 Agents
  • 5GB Storage Space
  • Native iOS and Android Applications
  • Personal Domain
  • Downloadable Backups
  • Upgrade/Downgrade Anytime

Enterprise – $249/month (billed monthly) or $208.25/month (billed annually)

  • Supports Up to 9 Agents ($29/extra agent)
  • Unlimited Storage Space
  • Native iOS and Android Applications
  • Personal Domain
  • Downloadable Backups
  • CDN
  • Option to Hide JitBit Branding
  • Expedited Support
  • HIPAA Compliance
  • BAA
  • Upgrade/Downgrade Anytime

 

 

What integrations are available for JitBit HelpDesk?

JitBit Helpdesk can integrate with a wide variety of applications and business systems. Among the products it can support are:

  • JIRA
  • Outlook
  • Exchange
  • Dropbox
  • Slack
  • Github
  • Hipchat
  • Bitbucket
  • Zapier
  • Google Drive
  • Azure Active Dirctory
  • Trello
  • Harvest
  • Asana
  • Wordpress
  • Visual Studio Online
  • Azure DevOps/TFS/Visual Studio Online
  • Highrise
  • GitLab
  • Basecamp

 

 

JitBit HelpDesk average rating:

Average score
4.6/5 (12 user reviews)
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Jan

PROS: This software has the right combination of affordable pricing and features. Its ability to track and respond to clients have led to my first successful project. JitBit includes features that are sensible and competitive to other products like it in the market. For a company who's just startng out with request tracking, this software deserves some serious attention.

CONS: While it's response time via e-mail is above-average, I'd love it if phone support is avaialble. It'd be nice, for a change, to directly interacting with the team (althought it's not really necessary).

Reviewed 6 months ago

Read full review >

The least favorable review

Teresa

PROS: The installation process had been a breeze. We were able to fire it up without any major hiccups. As for its usage, I love that it takes the initiative to classify each helpdesk ticket for us. This classification is particularly useful when it comes to prioritization of tasks. It integrates smoothly with third-party applications.

CONS: I like everything about Jitbit—I have no complaints.

Reviewed 7 months ago

Read full review >

More reviews from 12 actual users:

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Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Very impressive.

Read full review >
Emmy
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 13.11.2019 Company Size: More than 100 Employees Industry: Restaurants

PROS: Out of all the helpdesk solutions that we've tried out, we've tagged Jitbit as the best. It is superior when it comes to speed, support, features, and even customer service. We've been using this for some time now and the customer support from the Jitbit team remains unwavering. I'm really glad we chose this software among other options.

CONS: I am not particularly fond of how our reps are classified. Right now, I think the classification can still be drilled down further. I'd also like to be able to show clients the progress of the ticket that they have filed.

What do you think about this review? Great Poor

Great software

Read full review >
Jan
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 04.10.2019 Company Size: More than 100 Employees Industry: N/A

PROS: This software has the right combination of affordable pricing and features. Its ability to track and respond to clients have led to my first successful project. JitBit includes features that are sensible and competitive to other products like it in the market. For a company who's just startng out with request tracking, this software deserves some serious attention.

CONS: While it's response time via e-mail is above-average, I'd love it if phone support is avaialble. It'd be nice, for a change, to directly interacting with the team (althought it's not really necessary).

What do you think about this review? Great Poor

Automated ticketing at its finest.

Read full review >
Valerie
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 01.10.2019 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: We've finally stepped into the 21st century by saying goodbye to our old helpdesk solution. With Jitbit, we no longer have to worry about manually assigning tasks. All we have to do is properly configure our filters so that tickets are automatically assigned to the correct department. It's very convenient!

CONS: The only drawback to Jitbit is the absence of a built-in dashboard. It would be helpful if we could see the lineup of pending tickets and their information.

What do you think about this review? Great Poor

Basic but robust tool for handling tickets.

Read full review >
Filomena
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 13.09.2019 Company Size: More than 100 Employees Industry: N/A

PROS: We needed an efficient way to handle tickets filed by clients—and Jitbit fits the bill perfectly. Not only that, but it has a pretty robust mobile option that lets me work and respond to tickets wherever I may be. It integrates with 3rd-party task management software, a useful feature when we need to work with external specialists.

CONS: When it comes to advanced tools, it falls a few steps behind its competitors.

What do you think about this review? Great Poor

This helps us prioritize our tasks.

Read full review >
Doug
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 13.09.2019 Company Size: More than 100 Employees Industry: N/A

PROS: This has all the makings of a great helpdesk software. It supports automation, is easy to use, and works at an incredible speed. It helps us address filed tickets by order of priority too. Overall, this is such a good catalyst for productivity.

CONS: It would be nice to have more personalization settings.

What do you think about this review? Great Poor

A ticketing system that functions great and is user-friendly.

Read full review >
Kristi
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 11.09.2019 Company Size: More than 100 Employees Industry: Non-Profit Organization Management

PROS: Great web UI. Fantastic e-mail integration. I love how you can build or come up with a reply to tickets through e-mail. Those are my favorite functionality.

CONS: Software is lacking the functionality in getting a user to log out. Being an admin, we're hiring regular users to work wih tickets. At the same time, we also have an admin user to look into admin-only tasks. At this point, there's no other way to toggle between the tow without removing cookies, going all incognito, or accessing through a different browser.

Vendor reply

Thanks for the review! Just wanted to point out there's a tiny "sign out" button in the top-right corner. Perhaps we should make it more visible ;) Thanks again!

What do you think about this review? Great Poor

Impressively agile and helpful.

Read full review >
Teresa
4/5

Overall impression

4/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 29.08.2019 Company Size: More than 100 Employees Industry: N/A

PROS: The installation process had been a breeze. We were able to fire it up without any major hiccups. As for its usage, I love that it takes the initiative to classify each helpdesk ticket for us. This classification is particularly useful when it comes to prioritization of tasks. It integrates smoothly with third-party applications.

CONS: I like everything about Jitbit—I have no complaints.

What do you think about this review? Great Poor

It’s not a bad app to begin with. Customer management support has been easy since using this.

Read full review >
Alex
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 08.09.2018 Company Size: More than 100 Employees Industry: Automotive

PROS: The automation tool is powerful. You get to make a rule for just about anything under the sun. You can respond directly from your e-mail/site portal. Every incoming e-mail fosters the creation of a ticket. The date/time stamp is capable of tracking responses.

CONS: Currently, it has zero level permissions. It needs to have some sort of integration with social media.

What do you think about this review? Great Poor

Crispy clean UI. Users are loving this thing.

Read full review >
Patsy
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 21.08.2018 Company Size: More than 100 Employees Industry: Health, Wellness and Fitness

PROS: It doesn't come bloated with a bunch of useless stuff. It's unlike other systems that try to have "something for everyone." As a help desk, it's pretty robust. It even comes with a self-hosted version of its own.

CONS: Its asset-management module appears to only limit itself to its basic functionality. Nevertheless, it does what it's supposed to do. Unfortunately, it has integration with Twitter. User forums are absent.

What do you think about this review? Great Poor

Super software

Read full review >
Kyle
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 08.02.2018 Company Size: More than 100 Employees Industry: Transportation/Trucking/Railroad

PROS: Several years back, I stumbled on a hosted help desk software that appears to have a right mix of functionality at a reasonable price tag. In the end, I opted for JitBit. It became a huge success for a project that I was working on. This was largely due to the platform's tracking capability and customer request response.

CONS: Highly responsive through e-mail. I really miss their phone support. It'd be treat to interact directly to the team.

What do you think about this review? Great Poor

Finally, a solution for handling tickets.

Read full review >
Bobbie
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 20.01.2018 Company Size: 11-50 Employees Industry: Consumer Goods

PROS: Handling it is simple. It does well in integrating with mos software. Never encountered a learning curve. Great for customer service.

CONS: So far, there's nothing much to hate with this. They fix things quickly. Response times are quick. This is especially true when opening up a support ticket.

What do you think about this review? Great Poor

Users love its squeaky clean interface.

Read full review >
Ellen
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 28.12.2017 Company Size: More than 100 Employees Industry: Health and Wellness

PROS: It doesn't come bloated with unecessary features. It has a strong help desk. Its self-hosted variant is a cool addition. We ended up picking this product for its self-hosted capability, but the company recommended us to settle for the hosted variant --- a decision that changed positively changed the way we handled things. I found "automation" engine a big help as well as their JIRA integration, and mobile applications. All in all, it's a priceworthy platform.

CONS: Their asset management moduel is somewhat too basic (although it's capable enough of getting things done). Twitter integration is nowhere to be seen. The knowledge module can do the job, even without a user forum in sight. Once in a while, their search engine suffers from stutters, especially when lookin up abbreviations or not-found-in-the-dictionary words. iOS push notifications tend to break sometimes.

What do you think about this review? Great Poor
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Reviewed By Nestor Gilbert
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