What is JitBit Help Desk?

JitBit Help Desk from JitBit Software is a cloud-based or installed help desk solution with a ticketing system, knowledge base, and related features.

Categories & Use Cases

Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 7.9
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.8

Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.3
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.6
Help Desk CRM integration
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Category average: 8.6

Verified User

Administrator in Information Technology (201-500 employees employees)

Use Cases and Deployment Scope

We use JitBit Help Desk with all end users to receive and handle IT helpdesk tickets. We are also starting to expand use of the product to other groups such as the finance department. We have several thousand end users who use the product when contacting our helpdesk for assistance in evereday problems.

Pros

Communication with end users
Efficient UI for heldesk personnel
Integration options with other products

Cons

Reporting functionalities could be better
Improvements to user management
Expansion to AI functionalities

Return on Investment

Our old Help Desk product was outdated so JitBit Help Desk improved our helpdesk productivity
We can also offer help desk product to other groups besides IT
End users are better serviced with modern product

Alternatives Considered

Microsoft System Center Service Manager

Other Software Used

VMware vCenter, Veeam ONE, Barracuda Cloud-to-Cloud Backup

Curtis Ness

Database & Systems Admin in Information Technology at Moorhead Area Public Schools (501-1000 employees employees)

Pros

Flexibility.
Customizability.
Effective communication.
Historical tracking of issues and requests.
Reporting.

Cons

Better feature request timing.
Email notification filtering.
Automation of integrations.

Return on Investment

Improved efficiency.
Improved communication.
Improved tracking of issues and requests.

Kenneth Hess View profile

Senior Systems Analyst in Information Technology at CymSTAR, LLC (201-500 employees employees)

Pros

JitBit HelpDesk is very easy to use for end users. They send an email with a standard subject and details to our internal mailbox and voila, we have a new ticket that's trackable and manageable.
Once you've selected your server of choice, a VM for example, JitBit might take an hour to install and customize for deployment. You'll need a little time to test but the setup and readiness are very fast and easy.
JitBit's easy-to-use interface is clean and uncluttered.
It integrates very well into an AD-centric network.

Cons

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.

Return on Investment

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.

Alternatives Considered

Spiceworks

Other Software Used

Zoom, Wireshark, Malwarebytes, Bitdefender GravityZone

Verified User

Employee in Customer Service (51-200 employees employees)

Pros

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.

Cons

I know there were some social media integrations that were not available back in the day. But they may have been added. I also never understood why they would be necessary. I'm mostly playing devil's advocate.
It's really hard to think of gripes, but I know there was some low level functions that seemed cluncky at times. Their support team is always taking product ideas though, so I suggest reaching out if you are having issues.
The larger our team got, we found that certain employees took on less work, and they hid it by hopping on other people's tickets and using tags to their advantage. I don't think this is JitBit's fault, but it led to a system restructure with time for our team.

Return on Investment

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.