What users are saying about
4 Ratings
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Score 8 out of 100
7 Ratings
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Score 10 out of 100

Likelihood to Recommend

ChangeGear Service Desk

1. What kind of service-levels are you looking to establish?2. Are there other programs you are going to be using for other aspects of 'the job?'3. How many employees are going to be needing access to ChangeGear?4. Do you want a highly configurable product or something that will come out of the box pre-set?5. Are you looking to keep track of equipment deployed to the customers you support?
Anonymous | TrustRadius Reviewer

JitBit Help Desk

If your budget is really tight, then JitBit is not for you. It's kind of pricey. That said, JitBit HelpDesk is very robust--we've never had one second of downtime in my two years of using it. It depends on what's important to you. If you need rock-solid Help Desk and stellar, trouble-free performance, then JitBit it. If not, there are alternatives that are much less expensive. The cloud version might be less expensive for companies that don't need an on-premise solution.
Kenneth Hess | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ChangeGear Service Desk
6.4
JitBit Help Desk
10.0
Organize and prioritize service tickets
ChangeGear Service Desk
6.4
JitBit Help Desk
10.0
Expert directory
ChangeGear Service Desk
5.0
JitBit Help Desk
Service restoration
ChangeGear Service Desk
6.0
JitBit Help Desk
Self-service tools
ChangeGear Service Desk
5.0
JitBit Help Desk
Subscription-based notifications
ChangeGear Service Desk
6.9
JitBit Help Desk
10.0
ITSM collaboration and documentation
ChangeGear Service Desk
7.4
JitBit Help Desk
10.0
ITSM reports and dashboards
ChangeGear Service Desk
7.9
JitBit Help Desk
Ticket creation and submission
ChangeGear Service Desk
JitBit Help Desk
10.0
Ticket response
ChangeGear Service Desk
JitBit Help Desk
10.0

ITSM asset management

ChangeGear Service Desk
7.5
JitBit Help Desk
Configuration mangement
ChangeGear Service Desk
7.4
JitBit Help Desk
Asset management dashboard
ChangeGear Service Desk
7.0
JitBit Help Desk
Policy and contract enforcement
ChangeGear Service Desk
8.0
JitBit Help Desk

Change management

ChangeGear Service Desk
7.3
JitBit Help Desk
Change requests repository
ChangeGear Service Desk
8.5
JitBit Help Desk
Change calendar
ChangeGear Service Desk
6.9
JitBit Help Desk
Service-level management
ChangeGear Service Desk
6.5
JitBit Help Desk

Self Help Community

ChangeGear Service Desk
JitBit Help Desk
8.0
External knowledge base
ChangeGear Service Desk
JitBit Help Desk
8.0
Internal knowledge base
ChangeGear Service Desk
JitBit Help Desk
8.0

Multi-Channel Help

ChangeGear Service Desk
JitBit Help Desk
9.5
Customer portal
ChangeGear Service Desk
JitBit Help Desk
9.7
Email support
ChangeGear Service Desk
JitBit Help Desk
9.9
Help Desk CRM integration
ChangeGear Service Desk
JitBit Help Desk
9.0

Pros

ChangeGear Service Desk

  • Change Control
  • Ease of Use
  • Simplicity
Anonymous | TrustRadius Reviewer

JitBit Help Desk

  • 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.
Anonymous | TrustRadius Reviewer

Cons

ChangeGear Service Desk

  • 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.
Anonymous | TrustRadius Reviewer

JitBit Help Desk

  • Better feature request timing.
  • Email notification filtering.
  • Automation of integrations.
Curtis Ness | TrustRadius Reviewer

Usability

ChangeGear Service Desk

ChangeGear Service Desk 8.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

JitBit Help Desk

No score
No answers yet
No answers on this topic

Alternatives Considered

ChangeGear Service Desk

Simpler and easier to implement.
Anonymous | TrustRadius Reviewer

JitBit Help Desk

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.
Kenneth Hess | TrustRadius Reviewer

Return on Investment

ChangeGear Service Desk

  • Better Response Time
  • Email Tracking of Tickets
  • Change Control Module Simplicity
Anonymous | TrustRadius Reviewer

JitBit Help Desk

  • 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.
Anonymous | TrustRadius Reviewer

Screenshots

JitBit Help Desk

Pricing Details

ChangeGear Service Desk

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

ChangeGear Service Desk Editions & Modules

On-premise Edition
ChangeGear Service Desk1
ChangeGear Help Desk
ChangeGear Change Management
  1. Per Seat per Month
SaaS Edition
ChangeGear Cloud1
  1. Per User per Month
Modules
Service Request Management
HR
Procurement
Project Management
    Additional Pricing Details

    JitBit Help Desk

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    JitBit Help Desk Editions & Modules

    Additional Pricing Details

    Rating Summary

    Likelihood to Recommend

    ChangeGear Service Desk
    9.0
    JitBit Help Desk
    10.0

    Usability

    ChangeGear Service Desk
    8.0
    JitBit Help Desk

    Add comparison