What users are saying about
9 Ratings
9 Ratings
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Score 9 out of 100
8 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Feature Set Ratings

  • HelpSpot ranks higher in 1 feature set: Self Help Community
  • JitBit Help Desk ranks higher in 2 feature sets: Incident and problem management, Multi-Channel Help

Incident and problem management

9.0

HelpSpot

90%
10.0

JitBit Help Desk

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

Organize and prioritize service tickets

9.0
90%
1 Rating
10.0
100%
3 Ratings

Ticket creation and submission

9.0
90%
1 Rating
10.0
100%
3 Ratings

Ticket response

9.0
90%
1 Rating
10.0
100%
3 Ratings

Subscription-based notifications

N/A
0 Ratings
10.0
100%
2 Ratings

ITSM collaboration and documentation

N/A
0 Ratings
10.0
100%
1 Rating

Self Help Community

9.0

HelpSpot

90%
8.0

JitBit Help Desk

80%
HelpSpot ranks higher in 1/2 features

Internal knowledge base

9.0
90%
1 Rating
8.0
80%
3 Ratings

External knowledge base

N/A
0 Ratings
8.0
80%
1 Rating

Multi-Channel Help

9.0

HelpSpot

90%
9.5

JitBit Help Desk

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

Email support

9.0
90%
1 Rating
9.9
99%
2 Ratings

Customer portal

N/A
0 Ratings
9.7
97%
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

HelpSpot

90%
3 Ratings
10.0

JitBit Help Desk

100%
3 Ratings

Likelihood to Renew

2.3

HelpSpot

23%
2 Ratings

JitBit Help Desk

N/A
0 Ratings

Likelihood to Recommend

UserScape

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.
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JitBit Software

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.
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Pros

UserScape

  • 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.
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JitBit Software

  • 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.
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Cons

UserScape

  • 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.
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JitBit Software

  • Better feature request timing.
  • Email notification filtering.
  • Automation of integrations.
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Pricing Details

HelpSpot

Starting Price

$49 per month

Editions & Modules

HelpSpot editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    JitBit Help Desk

    Starting Price

    Editions & Modules

    JitBit Help Desk editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      UserScape

      My current job does not use this platform as it is not necessary for my job function.
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      JitBit Software

      No answers on this topic

      Alternatives Considered

      UserScape

      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
      Read full review

      JitBit Software

      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.
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      Return on Investment

      UserScape

      • Improved ticket response time
      • Workload reporting to upper management
      • Ticket category reporting to identify training opportunities
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      JitBit Software

      • 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.
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