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Jitbit Helpdesk

4.3
(27)

Super friendly helpdesk ticketing system, offered both as a cloud-based solutin and on-premise version

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Jitbit Helpdesk Features

Ticket and Case Management

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

85%
(Based on 18 reviews)

Response Automation

Respond to common requests with standard reply

88%
(Based on 18 reviews)

SLA Management

Service Level Agreement Management

86%
(Based on 14 reviews)

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

86%
(Based on 19 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

91%
(Based on 19 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

90%
(Based on 19 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

87%
(Based on 19 reviews)

Communication

Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Not enough data available

Notifications

Delivers notifications to both sides of the conversation.

Not enough data available

Targeted Emails

Sends automated emails to further engage clients and potential clients.

Not enough data available

In-App Messaging

Allows for live chat to be enabled within the app for customer help.

n/a

Internal Use

Customization

82%
(Based on 10 reviews)

Conversation Archiving

Archives conversations in a separate location for later reference.

Not enough data available

Lead Development

Enables employees to denote potential customers.

n/a

Knowledge Base

Establishes a knowledge base for employee reference during conversations.

Not enough data available

Team Inbox

Provides a central location for help requests, helping employees respond sooner.

Not enough data available

Customer Profiles

Allows for the creation of profiles for contacts and customers.

Not enough data available

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

88%
(Based on 16 reviews)

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

87%
(Based on 19 reviews)

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

87%
(Based on 7 reviews)

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

73%
(Based on 11 reviews)

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

82%
(Based on 5 reviews)

Customer and Contacts Database

Central repository for account and contact information

83%
(Based on 8 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

76%
(Based on 5 reviews)

Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

Not enough data available

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

Not enough data available

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

n/a

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

78%
(Based on 13 reviews)

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

82%
(Based on 9 reviews)

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

78%
(Based on 9 reviews)

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

75%
(Based on 10 reviews)

Reporting

82%
(Based on 17 reviews)

Dashboards

80%
(Based on 16 reviews)

Platform

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

67%
(Based on 5 reviews)

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

72%
(Based on 10 reviews)

Customization

82%
(Based on 10 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

78%
(Based on 11 reviews)

Internationalization

82%
(Based on 6 reviews)

Performance & Reliability

92%
(Based on 11 reviews)

Integration APIs

82%
(Based on 9 reviews)