What users are saying about
77 Ratings
77 Ratings
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Score 8 out of 100
6 Ratings
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Score 9.9 out of 100

Likelihood to Recommend

Autotask PSA

Autotask is much more well suited to a busy company. It's a little bit price-prohibitive if you only have a couple of employees or not many clients. This solution works for us, having 10 employees and about 200 clients. Any less than that, the pricing wouldn't be worthwhile.Autotask fits very well with us. It's easy to keep on task. Any tickets that are getting old will shoot out alerts and scheduled tasks for our techs to finish up work on it. It's also very easy to run reports for clients on the services that they've used through us. We love Autotask.
Dan Gospe | 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

Autotask PSA
7.6
JitBit Help Desk
9.8
Organize and prioritize service tickets
Autotask PSA
9.1
JitBit Help Desk
10.0
Expert directory
Autotask PSA
7.6
JitBit Help Desk
Service restoration
Autotask PSA
5.6
JitBit Help Desk
Self-service tools
Autotask PSA
7.3
JitBit Help Desk
Subscription-based notifications
Autotask PSA
7.9
JitBit Help Desk
9.0
ITSM collaboration and documentation
Autotask PSA
7.8
JitBit Help Desk
10.0
ITSM reports and dashboards
Autotask PSA
8.0
JitBit Help Desk
Ticket creation and submission
Autotask PSA
JitBit Help Desk
10.0
Ticket response
Autotask PSA
JitBit Help Desk
10.0

ITSM asset management

Autotask PSA
7.8
JitBit Help Desk
Configuration mangement
Autotask PSA
7.8
JitBit Help Desk
Asset management dashboard
Autotask PSA
8.0
JitBit Help Desk
Policy and contract enforcement
Autotask PSA
7.6
JitBit Help Desk

Change management

Autotask PSA
7.9
JitBit Help Desk
Change requests repository
Autotask PSA
8.1
JitBit Help Desk
Change calendar
Autotask PSA
7.6
JitBit Help Desk
Service-level management
Autotask PSA
8.2
JitBit Help Desk

Self Help Community

Autotask PSA
JitBit Help Desk
8.9
External knowledge base
Autotask PSA
JitBit Help Desk
8.0
Internal knowledge base
Autotask PSA
JitBit Help Desk
9.7

Multi-Channel Help

Autotask PSA
JitBit Help Desk
9.5
Customer portal
Autotask PSA
JitBit Help Desk
9.7
Email support
Autotask PSA
JitBit Help Desk
9.9
Help Desk CRM integration
Autotask PSA
JitBit Help Desk
9.0

Pros

Autotask PSA

  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
Daniel J. Lewis | 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

Autotask PSA

  • To date, the maim area of improvement is the ability to allow for retrieving a ticket that may have inadvertently been deleted. At present there is no way to do this which at times can be frustrating.
  • The search function does leave something to be desired as it does require some specific wording to find what you're looking for.
Anonymous | TrustRadius Reviewer

JitBit Help Desk

  • JitBit HelpDesk is not free. There is no free version. It would be nice if they had a free, limited version that would allow 100 tickets to get used to it before buying as it is pretty expensive, even for the lowest end implementation.
  • I wish it were easy to integrate forms into. I've seen numerous questions around the Net about integrating Google Forms or creating forms.
  • There is a strong push from JitBit to use the cloud version but some companies really have to use an on-premise solution.
Kenneth Hess | TrustRadius Reviewer

Likelihood to Renew

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis | TrustRadius Reviewer

JitBit Help Desk

No score
No answers yet
No answers on this topic

Usability

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis | TrustRadius Reviewer

JitBit Help Desk

No score
No answers yet
No answers on this topic

Support Rating

Autotask PSA

Autotask PSA 8.7
Based on 4 answers
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
Ashley Beal | TrustRadius Reviewer

JitBit Help Desk

No score
No answers yet
No answers on this topic

Alternatives Considered

Autotask PSA

Datto Autotask PSA is probably the best all-in-one platform for MSPs. It's targeted and designed specifically for MSPs, whilst most service desk software/PSA is often just general service desk software.
Ben Nichols | TrustRadius Reviewer

JitBit Help Desk

JitBit is great. The price is great. The support is great. You can feel that it's growing in the right direction.JitBit is one of those tools that I mention in converstaion. There's lots of systems that I hate talking about because you just think of the headaches, regret, and unfinished work waiting for you on Monday... Not JitBit. Love their brand. Love their Product. Love their team.Keep it up guys!
Anonymous | TrustRadius Reviewer

Return on Investment

Autotask PSA

  • We can effectively contract profitability. After running a few quick reports we realized we were charging about 1/2 what we should have been for fixed rate projects.
  • We track resource utilization to see where our technicians are productive and what is eating their valuable time.
  • I feel that Autotask is the single biggest impact on overall business ROI. We track profitability of everything from hardware to services to contracts with it. It allows us to make intelligent business decisions based on numbers.
Garry Adams | TrustRadius Reviewer

JitBit Help Desk

  • JitBit has neither had a positive nor a negative effect on our ROI. The reason is that we had to have a Help Desk solution that is secure and well-supported.
  • JitBit does cost real money. The least expensive on-premise option is $1,699, which might have a negative impact on your budget, but I'd have to say that it's worth it--at least for us.
  • Trouble-free, practically maintenance-free, Help Desk software has a positive impact on our technician time spent on it.
Kenneth Hess | TrustRadius Reviewer

Pricing Details

Autotask PSA

General

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

JitBit Help Desk

General

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

Rating Summary

Likelihood to Recommend

Autotask PSA
8.3
JitBit Help Desk
9.0

Likelihood to Renew

Autotask PSA
9.0
JitBit Help Desk

Usability

Autotask PSA
9.0
JitBit Help Desk

Support Rating

Autotask PSA
8.7
JitBit Help Desk

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