Jitbit Helpdesk

Fantastic Self Host 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.

Jitbit - The best Bang for the Buck!

Kommentare: 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.

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.

Jitbit Review

Kommentare: Not good overall, actually pretty terrible.

Vorteile:

Unfortunately, I can not think of anything.

Nachteile:

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

Jitbit Helpdesk

Kommentare: 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.

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.

Determined Help Desk for Firms

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.

The Stable and Dynamic Approach for Customer Help

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.

Customers in mind

Kommentare: JItbit has helped us deal with helpdesk issues faster, better, and in a more dynamic way. We get to generate reports which can quickly show us user satisfaction, feedback, common incidents, etc. which can all help us to improve our customer service.

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.

Life saver for our IT!

Kommentare: Really responsive to our crazy feature requests. And the on-premise version option is a nice addition, we might decide to move to it some day

Vorteile:

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

Nachteile:

No Microsoft Flow integration

Just enough ticketing system

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

Easy IT ticketing

Kommentare: It is great ticketing system, that gives us the full visibility of IT workload.

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.

Ottima soluzione per la gestione dei ticket

Kommentare: Complessivamente trovo la gestione dei ticket completamente tracciabile e flessibile: ottimo il sistema di risposte interno al ticket, di cui apprezzo il campo di testo a cui è possibile allegare qualsiasi documento, oppure incollare direttamente uno screenshot. Comoda la possibilità di personalizzare le impostazioni per configurare gruppi di utenti, ad es. "Reparto IT", "Reparto Vendite" e così via, e gli agenti assegnati a tali gruppi riceveranno notifiche tramite posta elettronica. Comoda la possibilità di collegare due ticket, oppure di unirli.

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.

Makes managing customer support easy

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.

Great web, not it's app

Kommentare: Our main comunication with our customers for ater sales services is jitbit helpdesk, through email mainly but we as team use the desktop app

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

JitBit is the next big thing!

Kommentare: If you can't tell, I love Jitbit. You will see your ROI in less than a year. Partly because the investment price is very low, and the tool is so solid. You will never hear a new employee tell you that they don't know how to use it. Their support is great. The UI is beautiful. They truly understand the space they are in, and they know what their competitors are lacking. Keep it up guys!

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!

mail based helpdesk

Kommentare: Been for over 2 years working with this helpdesk and it makes our job really easy

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

JitBit - An average app with nice features

Kommentare: Average with some nice features.

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.

I've been using this for my team for about a year. Easy to use, easy to manage.

Kommentare: Low cost, does everything I needed it for. Ease of use and easy to administer. It keeps my team up to date.

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.

Managing service request made simple and easy

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.

JitBit is a great tool for teams with a lot of techs

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.

Affordable and easy

Kommentare: We've been using this for 2.5 years. First, we wanted to go with the on-premise version (the company offers one) but then they convinced us to try the cloud-hosted and it worked great. We connect our users using SAML authentication use a hosted AD on Azure, and this makes life soo much easier.

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.

Excellent software, after some modifications for the Corporate world

Kommentare: Pros:
Easily modifiable, source code available with correct license.
Easy to use for users.
Scripting/Automation/SLA tools makes automating jobs easy.
Integrated knowledge base capabilities. Cons:
No group level permissions
Two tiered Problem/Category versus three tier Category/Item/Problem solution.
Three security tiers means corporations may need to modify code to handle different situations.
Category selector is not filterable, with large numbers of categories, searching and reporting is tedious.
Default behavior is logging a call for yourself, you must select to log for another user (designed for users to log their own calls versus calling into a helpdesk).
With the logging problem above, reporting doesn't handle tracking tech calls very well as they are logged on behalf of another user. We had to write custom reports to handle this. Overall:
If your company has an IT department with Visual Studio developers, using this software versus a solution that costs tens if not hundreds of thousands per year is a no-brainer. You can modify it to your needs quite easily. Unlimited users means the app can grow as you do. Customer service has been great, email the team and we usually hear back within an hour, and funny enough, I've heard from members of their executive office answering questions. Great service, I hope they never change that.

Very nice ticketing system

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.

Worst Customer Service

Kommentare: 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.

Vorteile:

Nothing, It didn't work

Nachteile:

It doesn't work

Great helpdesk for our team

Kommentare: after alternatives, jitbit become featured option for our team. it's very simple to begin work and service has flexible settings. everyone can easily install it (especially saas-version) and begin to use day-to-day after the order.

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

Jitbit is a fantastic help desk solution

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.