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

Feature Set Ratings

  • JitBit Help Desk ranks higher in 1 feature set: Incident and problem management

Incident and problem management

6.4

ChangeGear Service Desk

64%
10.0

JitBit Help Desk

100%
JitBit Help Desk ranks higher in 5/9 features

Organize and prioritize service tickets

6.4
64%
2 Ratings
10.0
100%
3 Ratings

Expert directory

5.0
50%
1 Rating
N/A
0 Ratings

Service restoration

6.0
60%
1 Rating
N/A
0 Ratings

Self-service tools

5.0
50%
2 Ratings
N/A
0 Ratings

Subscription-based notifications

6.9
69%
2 Ratings
10.0
100%
2 Ratings

ITSM collaboration and documentation

7.4
74%
2 Ratings
10.0
100%
1 Rating

ITSM reports and dashboards

7.9
79%
2 Ratings
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
10.0
100%
3 Ratings

Ticket response

N/A
0 Ratings
10.0
100%
3 Ratings

ITSM asset management

7.5

ChangeGear Service Desk

75%

JitBit Help Desk

Feature Set Not Supported
N/A
ChangeGear Service Desk ranks higher in 3/3 features

Configuration mangement

7.4
74%
2 Ratings
N/A
0 Ratings

Asset management dashboard

7.0
70%
1 Rating
N/A
0 Ratings

Policy and contract enforcement

8.0
80%
1 Rating
N/A
0 Ratings

Change management

7.3

ChangeGear Service Desk

73%

JitBit Help Desk

Feature Set Not Supported
N/A
ChangeGear Service Desk ranks higher in 3/3 features

Change requests repository

8.5
85%
2 Ratings
N/A
0 Ratings

Change calendar

6.9
69%
2 Ratings
N/A
0 Ratings

Service-level management

6.5
65%
2 Ratings
N/A
0 Ratings

Self Help Community

ChangeGear Service Desk

Feature Set Not Supported
N/A
8.0

JitBit Help Desk

80%
JitBit Help Desk ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
8.0
80%
1 Rating

Internal knowledge base

N/A
0 Ratings
8.0
80%
3 Ratings

Multi-Channel Help

ChangeGear Service Desk

Feature Set Not Supported
N/A
9.5

JitBit Help Desk

95%
JitBit Help Desk ranks higher in 3/3 features

Customer portal

N/A
0 Ratings
9.7
97%
2 Ratings

Email support

N/A
0 Ratings
9.9
99%
2 Ratings

Help Desk CRM integration

N/A
0 Ratings
9.0
90%
1 Rating

Attribute Ratings

  • JitBit Help Desk is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

ChangeGear Service Desk

90%
2 Ratings
10.0

JitBit Help Desk

100%
3 Ratings

Usability

8.0

ChangeGear Service Desk

80%
1 Rating

JitBit Help Desk

N/A
0 Ratings

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

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

Pricing Details

ChangeGear Service Desk

General

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

Starting Price

ChangeGear Service Desk Editions & Modules

On-premise Edition
ChangeGear Service Desk1
ChangeGear Help Desk
ChangeGear Change Management
  1. Per Seat per Month
  2. none
SaaS Edition
ChangeGear Cloud1
  1. Per User per Month
Modules
Service Request Management
HR
Procurement
Project Management
  1. none
Additional Pricing Details

JitBit Help Desk

General

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

Starting Price

JitBit Help Desk Editions & Modules

Additional Pricing Details

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

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