Jitbit Helpdesk

(25)
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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Jitbit Helpdesk Reviews

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Showing 25 Jitbit Helpdesk reviews
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Jitbit Helpdesk review by Sam L.
Sam L.
Validated Reviewer
Verified Current User
Review Source

"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 Christian M.
Christian M.
Validated Reviewer
Verified Current User
Review Source

"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 Kevin C.
Kevin C.
Validated Reviewer
Review Source

"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 Rita P.
Rita P.
Validated Reviewer
Verified Current User
Review Source

"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 Administrator in Media Production
Administrator in Media Production
Validated Reviewer
Review Source

"G2 Crowd"

What do you like best?

We trialed a few diverse Help Desk/Ticketing arrangements from different sellers and in various value ranges (counting free). We wound up beginning to look all starry eyed at Jitbit because of its briskness to run, simplicity to introduce, reinforcement, relocate, and refresh and awesome care staff. I imagine that my most loved thing may must be the manner by which responsive the seller bolster is; we've had a few proposals wind up genuine highlights throughout the years.

What do you dislike?

I don't love the parts framework. There are "professionals", "overseers", and "clients". The specialists can be per-class, however then they are still apparently something beyond clients on the classifications for which they are not professionals. Moreover, there doesn't appear to be a decent method to enable a client to have full perused access to all tickets in a classification or area without giving them expert access also.

Recommendations to others considering the product

Let it all out! I believe it's very justified, despite all the trouble to do the free preliminary. All in all, we ordinarily avoid cloud items and want to run with on premises arrangements, so's what we've finished with Jitbit too.

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

At first, we were searching for a ticketing framework for our inside innovation encourage work area. We wound up rapidly including our Facilities group and later our open administrations group for outside benefactors to get help and set up uncommon accumulations and proposals.

Jitbit Helpdesk review by Elizabeth D.
Elizabeth D.
Validated Reviewer
Verified Current User
Review Source

"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 Aaron M.
Aaron M.
Validated Reviewer
Verified Current User
Review Source

"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.

Jitbit Helpdesk review by Juan M.
Juan M.
Validated Reviewer
Verified Current User
Review Source

"Great solution fo ticket handling."

What do you like best?

It is easy to handle and integrate. There isn’t a learning curve when it comes to start using it with the customer service personal.

What do you dislike?

Nothing to dislike so far. They are quick to fix and repond when opening a support ticket.

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

We are solving customer service and support. Every time a customer sends us an email using the contact form or replying to an order email it opens a ticket and we can easily manage each step and see who said what in case the customer calls.

Jitbit Helpdesk review by Richa S.
Richa S.
Validated Reviewer
Verified Current User
Review Source

"Amazing Product"

What do you like best?

The ticket assigning system is something anyone can look up to. For me it's the best so far.

What do you dislike?

The mobile application of the Jitbit helpdesk need a lot of polishing in terms of service & responsiveness.

Recommendations to others considering the product

If you need the software for ticket management, then this is the one.

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

I am using this for Incident Management and Ticket Management.

Jitbit Helpdesk review by Kamran A.
Kamran A.
Validated Reviewer
Verified Current User
Review Source

"Excellent helpdesk tool"

What do you like best?

It provides a simple, user friendly interface to helpdesk users. Administrator also has all the options to manage the system.

What do you dislike?

Not much to mention i found it very professional.

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

We have been using it to resolve customer requests. To manage approvals for various categories.

Jitbit Helpdesk review by User in Insurance
User in Insurance
Validated Reviewer
Review Source

"Great help desk software for small to midsize businesses"

What do you like best?

I was using this software at one of my previous jobs and was very pleased with the quality and features of this product. Not only you can reply to your tickets via email (all help desks do!) but also close, assign and so much more. It's strongest part is the concept of remote management - via app or email, anywhere you are. Another good thing - canned responses and solutions that can be shared across your team - true time saver.

What do you dislike?

I didn't find anything bad at all which is unusual for me.

Recommendations to others considering the product

Write list of tasks your help desks software has to serve then start evaluation trial using cloud version.

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

Fast responses to customer requests, remote responses, optimization of customer service request processing

Jitbit Helpdesk review by Vikas R.
Vikas R.
Validated Reviewer
Verified Current User
Review Source

"Best For Ticket Management"

What do you like best?

The best feature is for users to manage requests from multiple sources by assigning them customized tags and categories. Different visualizations are available for dashboards and reporting purpose.

What do you dislike?

Improvement in the mobile app much needed.

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

Mostly Ticket and Incident Management.

Jitbit Helpdesk review by Administrator in Computer Networking
Administrator in Computer Networking
Validated Reviewer
Review Source

"Fantastic Helpdesk solution"

What do you like best?

This tool continues to evolve as a very powerful helpdesk solution for multiple techs.

What do you dislike?

We are happy with the solution as they continue to come out with updates adding to the existing features we really like with the tool.

Recommendations to others considering the product

The Jitbit helpdesk solution is a great solution whether you have 1 or many techs taking care of multiple categories of problems. As well we have implemented additional depts. to utilize the system as the ticketing and the e-mail notifications are great assets for this tool.

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

We are able to have a highlevel overview of all our support tickets and they are all broken down in reports where we can drill into a particular category and then into a particular day, month, year or even a Technician.

Jitbit Helpdesk review by Pablo N.
Pablo N.
Validated Reviewer
Review Source

"Producto Espectacular"

What do you like best?

El sistema de asignación de ticket es una cosa que cualquiera puede admirar, para mi es una de las mejores cosas desde lejos.

What do you dislike?

La aplicación del móvil tiene mucho que mejorar, hay que pulir la aplicación en tema de respuesta y ayuda

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

La utilizo para administrar tickets e incidencias

Jitbit Helpdesk review by John V.
John V.
Validated Reviewer
Review Source

"Nice and clean UI, users love it"

What do you like best?

Not bloated with a zillion features, like some other "everything for everyone" systems, but still a powerful helpdesk. A self-hosted version is a nice addition. We actually chose this product for the self-hosted option, but the company has convinced us to go for the HOSTED one, and we're more than happy we listened to them.

Also, loved the "automation" engine ("if this - do that"), the mobile apps and JIRA integration ( we list our internal scripts bugs there and do the change management ).

Overall - a very nice and moderately priced app.

What do you dislike?

The asset-management module is pretty basic, although it does the job. Also, no Twitter integration (even though they do offer a workaround for this). No user forums, but the Knowledge-base module does the job.

Oh, and their search engine sometimes glitches, especially when you search for weird abbreviations and other "non-existing" words. They claim to fix this in the next release.

The iOS app push notifications feature also breaks form time to time, also claim to fix this in the nearest future.

Recommendations to others considering the product

Make sure you try the hosted trial version, not just the downloadable trial version! The "downloadable" trial has no time limits but has a couple of minor features disabled, so you should test the hosted one to get the whole idea.

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

We're a healthcare org's IT department that deal with the employees problems. Also, my team uses the software through smartphones a lot.

Jitbit Helpdesk review by Administrator in Non-Profit Organization Management
Administrator in Non-Profit Organization Management
Validated Reviewer
Verified Current User
Review Source

"JitBit - Perfect for a Helpdesk solution"

What do you like best?

Jitbit provides the ability to create multiple technicians with one license. Also, the integration with active directory and Google apps makes user management a lot easier.

What do you dislike?

When using active directory there is no log out button.

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

A Web based help desk solution for a 150 + users. Submitting tickets via email is also great!

Jitbit Helpdesk review by User in Construction
User in Construction
Validated Reviewer
Verified Current User
Review Source

"Quick and dirty ticketing system"

What do you like best?

Very speedy performance, interface is straightforward and cost is very cheap

What do you dislike?

Mobile app is problematic and it is difficult to get support to respond.

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

Provides a ticketing system for other service departments in the company that is easy to use and easy to learn.

Jitbit Helpdesk review by Cody C.
Cody C.
Validated Reviewer
Review Source

"Easy and efficent"

What do you like best?

Easy to use interface that was able to be used on all browsers with minimal employee training

What do you dislike?

Users could circumvent certain minimum entry points by miscatergoriz8ng tickets

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

Internal IT ticket placement has become easy to track and monitor

Jitbit Helpdesk review by User in Insurance
User in Insurance
Validated Reviewer
Review Source

"Used it for a IT support end user position"

What do you like best?

The simplicity of JitBit made everything so much easier. It was plain and simple so you were able to navigate easily.

What do you dislike?

Sometimes it will automatically log you out.

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

Used it for tickets and solving tickets. It showed your stats at the end of how many tickets you have handled and how many your team members have handled.

Jitbit Helpdesk review by Internal Consultant in Government Administration
Internal Consultant in Government Administration
Validated Reviewer
Review Source

"Jitbit helpdesk review"

What do you like best?

Ease of setup, ease of use. We needed a better ticket solution for our Library and this worked perfectly.

What do you dislike?

cloud hosted. I would prefer a solution that we can use on premises.

Recommendations to others considering the product

Quick and easy to setup if you want to try it out. We found this to be a great product.

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

Internal sharepoint helpdesk didn't meet project needs

Jitbit Helpdesk review by User
User
Validated Reviewer
Review Source

"Up and running"

What do you like best?

Extremely easy to use, quick set up. Everything u want to be automated can be

What do you dislike?

Haven't used it enough to not like anything yet

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

Love that it is easy to use . This is helping with saving time. Automate and boom.

Jitbit Helpdesk review by User
User
Validated Reviewer
Review Source

"Jitbit Review"

What do you like best?

Simple - easy to implement and can be implemented within small organizations or large scale operations.

What do you dislike?

Not as many features as it’s competitors.

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

Organization of tasks and tickets.

Jitbit Helpdesk review by Consultant
Consultant
Validated Reviewer
Review Source

"Yes"

What do you like best?

One of the best softwares i have ever tried

What do you dislike?

Nothing by the moment. I will tell you.

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

Tickets from people with problems on pc

Jitbit Helpdesk review by User in Outsourcing/Offshoring
User in Outsourcing/Offshoring
Validated Reviewer
Review Source

"Ease of use"

What do you like best?

Very user friendly. No downtime or lagging.

What do you dislike?

Inability to easily filter without specific keywords set up by admins.

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

Timely responses to customers and clients

Jitbit Helpdesk review by Administrator in Marketing and Advertising
Administrator in Marketing and Advertising
Validated Reviewer
Review Source

"Good tool needing improvement"

What do you like best?

Easy to use and easy to setup with no prior knowledge

What do you dislike?

Lot of features needed to integrate with legacy systems needs work

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

Customer support

Kate from G2 Crowd

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