What users are saying about
4 Ratings
4 Ratings
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Score 9.8 out of 100
7 Ratings
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Score 10 out of 100

Likelihood to Recommend

HelpSpot

HelpSpot is well suited for streamlining support ticketing within the organization. By providing a single point of contact to email for support, we were able to increase response time and case resolution by approximately 30% through the increased efficiency of ticket routing via workflows and the ability for IT support staff to grab tickets from the queue instead of having them pile up in a mailbox that contains other emails as well.
Kenneth Harrington-Colon | 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

HelpSpot
9.0
JitBit Help Desk
10.0
Organize and prioritize service tickets
HelpSpot
9.0
JitBit Help Desk
10.0
Ticket creation and submission
HelpSpot
9.0
JitBit Help Desk
10.0
Ticket response
HelpSpot
9.0
JitBit Help Desk
10.0
Subscription-based notifications
HelpSpot
JitBit Help Desk
10.0
ITSM collaboration and documentation
HelpSpot
JitBit Help Desk
10.0

Self Help Community

HelpSpot
9.0
JitBit Help Desk
8.0
Internal knowledge base
HelpSpot
9.0
JitBit Help Desk
8.0
External knowledge base
HelpSpot
JitBit Help Desk
8.0

Multi-Channel Help

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

Pros

HelpSpot

  • HelpSpot was great for organization. Having different queues allowed each of my team members to organize their conversations with the customer and quickly retrieve the history of the ticket.
  • HelpSpot is a fairly simple tool that has a friendly user interface. With it's more modern look, it made it easier for me personally to navigate and train team members on how to use it successfully.
  • HelpSpot allowed our team to view the responses section, which allowed our team to cut down on the time we spent responding to a ticket.
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

HelpSpot

  • The UI is a little dated but to be fair, shows most of the pertinent information at a glance on a well designed dashboard.
  • The UI can also be buggy at times with controls appearing in strange places. These glitches are usually corrected within a reasonable amount of time.
Njon Weinroth | TrustRadius Reviewer

JitBit Help Desk

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

Likelihood to Renew

HelpSpot

HelpSpot 2.3
Based on 2 answers
My current job does not use this platform as it is not necessary for my job function.
Anonymous | TrustRadius Reviewer

JitBit Help Desk

No score
No answers yet
No answers on this topic

Alternatives Considered

HelpSpot

HelpSpot appears to be more of an old-school product but much of the recent technology is running under the surface. It has much of the compexity and customization available with Jira in tandem with the easy communications interface, not unlike Zendesk ,and some of the potential archival intelligence (in the works) of Fogbugz
Njon Weinroth | 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

HelpSpot

  • Improved ticket response time
  • Workload reporting to upper management
  • Ticket category reporting to identify training opportunities
Kenneth Harrington-Colon | 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

Pricing Details

HelpSpot

General

Free Trial
Yes
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

HelpSpot
9.0
JitBit Help Desk
10.0

Likelihood to Renew

HelpSpot
2.3
JitBit Help Desk

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