Jitbit Helpdesk

(21)
4.4 out of 5 stars

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

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Showing 21 Jitbit Helpdesk reviews
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Jitbit Helpdesk review by <span>Sam L.</span>
Sam L.
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Verified Current User
Invitation from G2 Crowd
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Amazing

What do you like best?

We trialed several different Help Desk / Ticketing solutions from various vendors and in different price ranges (including free). We ended up falling in love with Jitbit thanks to its quickness to run, ease to install, backup, migrate, and update and fantastic support staff. I think that my favorite thing may have to be how responsive the vendor support is; we've had several suggestions become actual features over the years.

What do you dislike?

I don't love the roles system. There are "technicians", "administrators", and "users". The technicians can be per-category, but then they are still seemingly more than just users on the categories for which they are not technicians. In addition, there doesn't seem to be a good way to allow a user to have full read access to all tickets in a category or section without giving them technician access as well.

Recommendations to others considering the product

Go for it! I think it's definitely worth it to do the free trial. As a whole, we typically stay away from cloud products and prefer to go with on premises solutions, so that's what we've done with Jitbit as well.

What business problems are you solving with the product? What benefits have you realized?

Initially, we were only looking for a ticketing system for our internal technology help desk. We ended up quickly adding our Facilities team and later our public services team for external patrons to receive help and set up special collections and recommendations.

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Jitbit Helpdesk review by <span>Christian M.</span>
Christian M.
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Verified Current User
Invitation from G2 Crowd
Reviewed On

JitBit Helpdesk is Great!

What do you like best?

I like that the system is able to be used both on mobile platforms and on desktop platforms universally. It makes it easy for a technician who is always on the go to be able to access it any way shape or form.

What do you dislike?

The app they developed is really under developed. Functionality wise, the desktop version allows for more use then the mobile. The mobile is clunky and unable to do critical functions that a tech on the go would want. Luckily chrome allows desktop mode, but its still difficult to utilize.

What business problems are you solving with the product? What benefits have you realized?

We utilize this in the school district to track tickets on all fronts. Be it Field techs, Network Techs, Testing Database Engineers, Information software, or down to the simplest of forms, phones. This really helps us keep track of time frames on answers, allows for more flow, and comprehensive communication between all departments without losing track of where someone else has gone and what else has been done. The benefits of adding assets as well is great, I do wish we could import a full spreadsheet with columns filled out to make life easier rather then adding assets through their means but I understand that its a difficult to form a solution for every situation.

What Help Desk solution do you use?

Thanks for letting us know!
Jitbit Helpdesk review by <span>Kevin C.</span>
Kevin C.
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Invitation from G2 Crowd
Reviewed On

Perfect for internal work queues

What do you like best?

The ability to purchase the source code is fantastic, but even without this ability the customization of the product is great. The ability to create custom actions with JSON/Links/whatever allowed quick and dirty integration with a handful of internal projects; closing off of tickets in JIRA, kicking off builds in Buildmaster, and generally any API action you want is within reach.

What do you dislike?

Above all the ticket ownership/searching is very confusing when using it to find linked/related tickets. It is often that a ticket will not show up based on the roles/ownership and the order it pulled in, even though it is clearly something that should be selected - this is easy to fix with the source code. It is apparent mostly when used within the context of having segregated work queues with agents not sharing most queues.

Another catching point is the way emails are handled; customers tend to use them as conversation chains and it gets very confusing determining the response path when multiple users start to reply to the ticket and outside of it. I think this is a problem in many systems, but it received a lot of negative feedback.

Recommendations to others considering the product

Shell out the additional cash for the Source Code; you may never need it but it is super cheap and could be handy in the long run.

What business problems are you solving with the product? What benefits have you realized?

In a previous company that had an inability to finish projects there was a requirements to build a more agile workflow. A key effort in this was determining the constraints and elevating them. With larger companies this can be troublesome, but it can be easily done in groups with Kanban boards and the like - but this also requires some effort and support by management. In our situation, there was not enough time, not even for DIrector level positions and Jitbit plugged nicely into the system and was adapted to by the entire Dev team, DB team, and later the Security teams. It allowed an operational oversight into all work that was occurring and thus allowed us to identify constraints and correct.

Jitbit Helpdesk review by <span>Rita P.</span>
Rita P.
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Verified Current User
Invitation from G2 Crowd
Reviewed On

Not bad, makes managing customer support easy

What do you like best?

ery powerfull the automatism tool, you can create a rule for everything (mail warning, automatic assignment, tagging, You can reply from your e-mail or from the website portal, whichever is easiest at the time. Each incoming e-mail creates a ticket that date/time stamp tracks all responses, so you can see a clear history. Excellent customer support for advice, set up and ongoing support. Very fast response time.

What do you dislike?

No group level permissions Pure social media integration.

Recommendations to others considering the product

Gives you what you expect but with an extra quality in the product.

What business problems are you solving with the product? What benefits have you realized?

My department try to use Jitbit to manage our incoming customer support e-mail. We've been using this for 2 months.

Jitbit Helpdesk review by <span>Elizabeth D.</span>
Elizabeth D.
Validated Reviewer
Verified Current User
Invitation from G2 Crowd
Reviewed On

Long time user and admin of service desks

What do you like best?

A few years ago I came across a hosted help desk software online that seemed to have the right mix of features for an affordable price. I chose to use JitBit for a project that ended up being very successful in part thanks to this software for tracking and responding to customer requests. Each month/quarter/year, JitBit adds features that make sense and are more and more comparable to the big names I used to see on Gartner reports. I used to sell software that cost several times as much and was hardly as easy to admin! For a company getting started with tracking requests, this is a software company to seriously take a look at for your project's needs. Thank you JitBit team!

What do you dislike?

Although they are extremely responsive to email, I miss phone support. It'd be nice to speak with the team directly even though I don't need to.

What business problems are you solving with the product? What benefits have you realized?

Tracking and responding to customer requests in a timely manner. Accountability is clear and follow up is make easier.

Jitbit Helpdesk review by <span>Aaron M.</span>
Aaron M.
Validated Reviewer
Verified Current User
Organic
Reviewed On

Great and easy to use ticketing system

What do you like best?

The web interface and email integration (the ability to create/reply to tickets via email) are my favorite features.

What do you dislike?

The software is desperately missing the ability to log out a user. As admins, we use a regular user for working with tickets and an admin user for administrative tasks. Currently, there's no way to switch between the two without deleting cookies, going Incognito, or using a different browser. Very cumbersome.

What business problems are you solving with the product? What benefits have you realized?

Easy to use, streamlined ticket management and help desk software solution. We've realized easier and more efficient management of ticket workflows, as well as more timely resolution of tickets.

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Kate from G2 Crowd

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