Jitbit Helpdesk Reviews & Product Details


What is Jitbit Helpdesk?

Jitbit Helpdesk is a great support ticketing system, offered both as a SaaS and "on-premise" versions at a very reasonable price. Comes with a mobile app, powerful integrations, SAML- and windows-integrated authentication. Not to mention all the standard helpdesk feature, like Knowledge base, file attachments, email integration, live updates, agent collision detection, and all the rest

Write a Review

Jitbit Helpdesk Screenshots


Jitbit Helpdesk Profile Details

Jitbit Helpdesk Profile Details

Related Links
Q&A
Languages Supported
Arabic, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Italian, Norwegian, Polish, Portuguese, Russian, Slovak, Slovenian, Spanish, Swedish, Turkish
Vendor
Jitbit Software
Company Website
Year Founded
2004
HQ Location
Edinburgh, Scotland
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
3
Twitter
@jitbithelpdesk
Twitter Followers
309
Show moreShow fewer

Companies Using Jitbit Helpdesk

Microsoft
Adobe
VMware
The Honest Company
Bhinneka.Com
Spring Arbor University
Rituals
Scuf Gaming
DorianG
MediQuant
Hatch Stamping and Assembly
nhacademy.net

Jitbit Helpdesk Reviews

Filter Reviews
Filter Reviews
Sort by
Ratings
Company Size
User Role
For Category
All Industries
Region
Write a Review
1-25 of 45 total Jitbit Helpdesk reviews

Jitbit Helpdesk Reviews

Write a Review
Filter By
Connections
Show reviews that mention
1-25 of 45 total Jitbit Helpdesk reviews
Copy Review URL
Assistant Network Administrator
Libraries
Mid-Market
(51-200 employees)
Validated Reviewer
Verified Current User
Review Source
Copy Review URL

"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 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.

Copy Review URL
Customer Service Representative
Restaurants
Mid-Market
(51-200 employees)
Validated Reviewer
Review Source
Copy Review URL

""Astounding""

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 experiencing passionate feelings for Jitbit because of its speed to run, straightforwardness to introduce, reinforcement, relocate, and refresh and awesome care staff. I believe that my most loved thing may must be the way responsive the merchant support is; we've had a few recommendations turned out to be real highlights throughout the years.

What do you dislike?

I don't love the jobs framework. There are "experts", "directors", and "clients". The specialists can be per-classification, however then they are still apparently something other than clients on the classes for which they are not experts. Likewise, 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 specialist access too.

Recommendations to others considering the product:

The Jitbit helpdesk arrangement is an extraordinary arrangement whether you have 1 or numerous specialists dealing with various classifications of issues. Too we have executed extra depts. to use the framework as the ticketing and the email warnings are incredible resources for this instrument.

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

At first, we were searching for a ticketing framework for our interior innovation help work area. We wound up rapidly including our Facilities group and later our open administrations group for outer supporters to get help and set up uncommon accumulations and suggestions.

Copy Review URL
Chief Technology Officer
Mid-Market
(51-200 employees)
Validated Reviewer
Review Source
Copy Review URL

""JitBit Helpdesk is G00D!""

What do you like best?

We trialed a few distinctive 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, straightforwardness to introduce, reinforcement, relocate, and refresh and awesome care staff. I feel that my most loved thing may must be the manner by which responsive the seller support is; we've had a few recommendations turned out to be real highlights throughout the years.

What do you dislike?

I don't love the jobs framework. There are "experts", "heads", 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. Likewise, 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 segment without giving them professional access too.

Recommendations to others considering the product:

Pull out all the stops! I believe it's very justified, despite all the trouble to do the free preliminary. In general, we regularly avoid cloud items and like to run with on premises arrangements, so's what we've finished with Jitbit also.

What 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 help work area. We wound up rapidly including our Facilities group and later our open administrations group for outer benefactors to get help and set up unique accumulations and suggestions.

Copy Review URL
Enterprise
(10,001+ employees)
Validated Reviewer
Verified Current User
Review Source
Copy Review URL

"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 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.

Copy Review URL
A
Enterprise
(5001-10,000 employees)
Validated Reviewer
Verified Current User
Review Source
Copy Review URL

"Great for smaller to mid-size IT operation"

What do you like best?

The reporting tool is great, you can drill down to your ticketing system by date, assigned agent, ticket status and more. You can also analyze how your support guys/gals are performing from several metrics available within the reports.

What do you dislike?

The product is highly customizable which is great but it can also be a bit bland on the UI/UX side.

Recommendations to others considering the product:

Definitely recommended. However, consider this strictly as a helpdesk tool. Jitbit doesn't have bells and whistles like its larger competition (think landesk) that allows software deployment, remote desktop etc. It serves us well in the capacity of organizing helpdesk tickets. We know we have live chat capability but we decided not to use it in our setting.

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

We are internally using Jitbit to create and manage helpdesk tickets. Our call volume has drop significantly and implementation was a breeze. Good support, straight forward product and worth every penny.

Copy Review URL
Hiring Manager
Mid-Market
(51-200 employees)
Validated Reviewer
Review Source
Copy Review URL

"Perfect and amazing for internal work queues"

What do you like best?

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?

No group level permissions Pure social media integration.

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.

Recommendations to others considering the product:

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

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

To manage our incoming customer support e-mail.

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.

Response from Alexander Yumashev of Jitbit Helpdesk

Hi, many thanks for the review. Just a quick note: there's the "Impersonate" button in the user profile that allows an admin to "become" hat user for a while

Copy Review URL
Project Manager
Mid-Market
(51-200 employees)
Validated Reviewer
Review Source
Copy Review URL

"Trying JitBit a little bit"

What do you like best?

For sure, what is the most surprising feature of this product is the opportunity to organize your work sub dividing the total amount between colleagues. This aspect was also well received by the members of my team. The work flow seems to be smoother than before, even with a reasonable adaptability period with this trial version.

What do you dislike?

Actually there is no much aspect to bad charge in JitBit, but one of my less favourite is the lack of some status in managing the tickets and the font used. Of course this last one is my only opinion, fully subjective, maybe another user could find the font really nice. Our usage was not complete due to our aim to reach. So, there are some aspects that we did not try such as Chat Support or Interactive Voice Response for which we can't put any evaluation.

Recommendations to others considering the product:

When other companies will try to make a test with JitBit I will advice to use it with a group of at least 5 people to better understand the usage of a multi user kind of work.

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

The division of the work is of course a benefit for a company. My company had a positive feed-back in terms of quicking the speed of working each tickets or item received by setting in parallel the management of each one between my team members. Also the reporting part, which is my main task, was easy to use and to interact in terms of customizing the report table and format.

Copy Review URL
U
Mid-Market
(201-500 employees)
Validated Reviewer
Verified Current User
Review Source
Copy Review URL

"Great ticket management system"

What do you like best?

JitBit is easy to configure, UI is clean and user-friendly. The ticket system is one of the best features of JitBit. The created tickets can be viewed in the main panel of the software, the fields are shown as date, agent in charge, priority and status. The best thing is that we can categorize the tickets using the automation rules and can customize the fields.

It also provides the ability to integrate with multiple applications to improve its performance. It is a simple technological product that provides great results.

What do you dislike?

I have no negative comments to add. It works seamlessly.

Recommendations to others considering the product:

I recommend it because it adapts to the needs of any company, it gives good value for money and increases the efficiency of customer service team.

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

Improves customer interaction and gives us a solution to solve user's problems quickly.

Copy Review URL
U
Mid-Market
(51-200 employees)
Validated Reviewer
Verified Current User
Review Source
Copy Review URL

"It's a great helpdesk solution"

What do you like best?

Jitbit has the feature we need: an organized and effective ticket system. The mobile application is fantastic, with a responsive and simple design, it allows me to keep up with the updates of the other team members. I can also answer tickets from anywhere. On the other hand, it integrates quite well with Slack, which enables us to communications and the resolution of cases that require specialized technicians.

What do you dislike?

If I compare it with alternatives like Freshdesk, Jitbit needs more advanced features.

Recommendations to others considering the product:

It is the perfect solution for businesses that need a helpdesk with basic functionality.

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

I am satisfied with the Jitbit performance . It's very efficient software to manage customer support. It provides the tools to provide the fastest and most effective attention to our clients.

Copy Review URL
AC
Mid-Market
(201-500 employees)
Validated Reviewer
Verified Current User
Review Source
Copy Review URL

"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 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.

Copy Review URL
U
Enterprise
(10,001+ employees)
Validated Reviewer
Verified Current User
Review Source
Copy Review URL

"It's efficient and intuitive"

What do you like best?

I like the simple Jitbit interface, it's intuitive. In addition, it reduces the attention of repetitive tasks and allows us to focus on priority tasks such as solving tickets with a high level of urgency. It is agile software, ticket management is simple. It is really efficient since it increases the productivity of the support team.

What do you dislike?

I think it lacks some advanced customization features.

Recommendations to others considering the product:

Jitbit is compact and with basic functions to improve customer service. The price is affordable for small and medium companies that want to grow.

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

For our organization, customer service is better thanks to the ticket system and the automation of repetitive tasks. The metrics that give us the periodic reports are essential to measure performance support team.

Copy Review URL
Director of Application Development
Retail
Enterprise
(5001-10,000 employees)
Validated Reviewer
Review Source
Copy Review URL

"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 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.

Copy Review URL
Key Account Manager
Automotive
Validated Reviewer
Verified Current User
Review Source
Copy Review URL

"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 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.

Copy Review URL
AM
Validated Reviewer
Review Source
Copy Review URL

"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 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.

Copy Review URL
Marketing and Business Systems Analyst
Transportation/Trucking/Railroad
Mid-Market
(51-200 employees)
Validated Reviewer
Verified Current User
Review Source
Copy Review URL

"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 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.

Copy Review URL
Systems Support Administrator
Non-Profit Organization Management
Mid-Market
(51-200 employees)
Validated Reviewer
Verified Current User
Review Source
Copy Review URL

"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 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.

Copy Review URL
PHP Web Developer
Consumer Goods
Small-Business
(11-50 employees)
Validated Reviewer
Verified Current User
Review Source
Copy Review URL

"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 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.

Copy Review URL
Analyste
Enterprise
(1001-5000 employees)
Validated Reviewer
Review Source
Copy Review URL

"JitBit is the next big thing!"

What do you like best?

Jitbit Helpdesk is a great helpdesk app with clean UI and simple set up process. But all the features are there: automation engine, file-attachments, integrations (JIRA, Slack, Dropbox, Github etc), email-integration, Knowledge-base module etc. etc. Jitbit Helpdesk is offered both as a SaaS version and an on-premise tool installed locally on a server.

What do you dislike?

Users that are not part of a group cannot see tickets for another group, even if they click the direct ticket link. This makes it challenging to share IT tickets with our upper management without changing the ticket category

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

See above

Copy Review URL
Systems Administrator II
Mid-Market
(201-500 employees)
Validated Reviewer
Verified Current User
Review Source
Copy Review URL

"Jitbit has been a useful introductory ticketing system."

What do you like best?

User interface is intuitive and easy to navigate.

What do you dislike?

Difficult to avoid email loops caused by automatic responses.

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

We use Jitbit to centralize communications of issues for several functional areas. We have seen benefit in being able to track issues more efficiently. We also have derived benefit from the low cost of the solution.

Copy Review URL
A
Mid-Market
(201-500 employees)
Validated Reviewer
Verified Current User
Review Source
Copy Review URL

"Effective but clunky and uninituitive "

What do you like best?

Effective tool, customizable assigning rules, ability to respond through email, ability to link with Jira

What do you dislike?

clunky UI, slow to load, hard to set up, not great for task management, challenging mobile app

Recommendations to others considering the product:

Make sure you are prepared for a learning cure and consdierable set up time to automate the best processes

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

we're fielding all bugs, product change requests, inquiries and communications with clients through helpdesk. Takes things out of emails to make time off easier for coverage and information more centralized

Copy Review URL
Business Contact Center
Validated Reviewer
Review Source
Copy Review URL

"Great tool; simple, but quite complete."

What do you like best?

Clean, direct interface. Great for storing and finding conversation history.

What do you dislike?

There is no free version, at least for testing, it would be the weakness of JitBit.

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

It is very easy and practical for the customer to use as well and not only for those who work with it. It is flexible enough to create bonds with customers who need to use it. Finding open ticks easily helped us solve a problem we had.

Copy Review URL
Web Designer
Validated Reviewer
Review Source
Copy Review URL

"Very easy to use, awesome to create tickets"

What do you like best?

very ease to use, also great software to support your client.

What do you dislike?

How the software divide the function, sometime this can cause some problems, because the clients dont know how to use very well.

Recommendations to others considering the product:

If do you need any software to have chat and comunicate with your clients use it! Is very easy.

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

We improved our conversation with the client, we could organize what they need, all the complanings also were more organized

Copy Review URL
Application Development Senior Analyst
Information Technology and Services
Enterprise
(5001-10,000 employees)
Validated Reviewer
Verified Current User
Review Source
Copy Review URL

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

I am using this for Incident Management and Ticket Management.

Copy Review URL
Consultant I.T Infrastructure
Textiles
Enterprise
(1001-5000 employees)
Validated Reviewer
Verified Current User
Review Source
Copy Review URL

"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 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.

Copy Review URL
UI
Mid-Market
(51-200 employees)
Validated Reviewer
Review Source
Copy Review URL

"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 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 Pricing

Jitbit Helpdesk Features

  • Ticket creation user experience
  • Ticket response user experience
  • Workflow
  • Response Automation
  • SLA Management
  • Attachments/Screencasts

Jitbit Helpdesk User Ratings

9.0
Ease of Use
Average: 8.6*
8.6
Quality of Support
Average: 8.5*
8.5
Ease of Setup
Average: 8.6*
* Help Desk Category
Do you work for Jitbit Helpdesk?

Jitbit Helpdesk Comparisons

Jitbit Helpdesk Comparisons

Jitbit Helpdesk Categories on G2