Jitbit Helpdesk Reviews & Product Details

Jitbit Helpdesk Overview

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

Jitbit Helpdesk Details
Languages Supported
Arabic, Czech, Danish, German, English, Estonian, Finnish, French, Hebrew, Italian, Latvian, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Turkish
Product Description

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


Seller Details
Seller
Jitbit Software
Company Website
Year Founded
2004
HQ Location
Edinburgh, Scotland
Twitter
@jitbithelpdesk
332 Twitter followers
LinkedIn® Page
www.linkedin.com
3 employees on LinkedIn®
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Jitbit Helpdesk Screenshots

Jitbit Helpdesk Reviews

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Marketing Specialist
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

We tried two different apps, both more expensive than Jitbit, and finally settled on this one b/c that’s what our end-users found the easiest to work with. Review collected by and hosted on G2.com.

What do you dislike?

The chat notifications on the mobile app can be 10-20 seconds late Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This looks as a pretty basic app on the surface, but give it a chance and you’ll discover all the advanced features like automation rules, SLAs, chat, Assets etc. Review collected by and hosted on G2.com.

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

Public-facing helpdesk for customers. Finding the previous conversation with the customer is really easy Review collected by and hosted on G2.com.

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Sales & Development Executive
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Whenever we ran into some trouble the team solved all our problems literally online. And whenever their support was unable to assist, the CTO (Max) showed up to give us us some handhodling through the process. Review collected by and hosted on G2.com.

What do you dislike?

Billing issues. Couple of times they charged our credit card but the app kept showing "trial" for HOURS, until they had to fix something. Everything continued to work though. Review collected by and hosted on G2.com.

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

We are a SaaS startup ourselves and powering out customer success folks with this app worked like a charm. Review collected by and hosted on G2.com.

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Senior Recruiter
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Similar self-hosted solutions are priced 3-4 times more. Also our end-users are mostly non-technical, and I was really surprised how quickly they got around. Review collected by and hosted on G2.com.

What do you dislike?

The windows-integrated authentication was tricky to set up on our domain controller Review collected by and hosted on G2.com.

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

We run a chain of small maintenance teams that use the app to track requests and we always though getting a ticketing software for that would be an overkill, but turns out it's not Review collected by and hosted on G2.com.

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customer service representative
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I allows me to do my job with a little more ease. I feel like the people I help are satisfied with the quality I provide thanks to the help of Jitbit. Review collected by and hosted on G2.com.

What do you dislike?

It can be a little slow and glitchy sometimes, however so can most programs. it's a learning process and it gets easier and easier over time. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

My recommendation to others using the Jitbit Helpdesk program would be to be patient and make sure you go through everything correctly the first time so you can develop good working skills as well as a good relationship with the program. Review collected by and hosted on G2.com.

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

I've realized that it Jitbit helps me take care of the customers with ease and very very few problems and my customers seem to be a little happier. The ticketing helps as well. Review collected by and hosted on G2.com.

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GI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Compared to our old helpdesk software it has been like moving out of the dark ages. We are able to setup our ticketing where tickets are created and assigned via automation. It has made it so simple for users to just to send a email to our main helpdesk email and the automation takes care of the rest Review collected by and hosted on G2.com.

What do you dislike?

Unlike some other helpdesk solutions there is not a dashboard view available to easily view ticket counts and other important information. We would like to be able to display this information on a display board we have in the office. There is a API available to get this information but I would have liked a built in solution. Review collected by and hosted on G2.com.

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

Easy ticket creation and login via SSO for users has allowed us to support our users quicker and easier then ever before. Review collected by and hosted on G2.com.

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AG
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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Customer Service Representative
Restaurants
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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Chief Technology Officer
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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UM
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

What do you dislike?

I think it lacks some advanced customization features. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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UM
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

What do you dislike?

I have no negative comments to add. It works seamlessly. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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.

Review collected by and hosted on G2.com.

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Hiring Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you need the software for ticket management, then this is the one. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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Response from Alex 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

UI
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

What do you dislike?

If I compare it with alternatives like Freshdesk, Jitbit needs more advanced features. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It is the perfect solution for businesses that need a helpdesk with basic functionality. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

This tool continues to evolve as a very powerful helpdesk solution for multiple techs. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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GI
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

It’s versatile and easy to use! It’s make work easier and it’s not that complicating to figure out. Review collected by and hosted on G2.com.

What do you dislike?

It’s not that complex, any easier and you’ll have everyone using it easily. Maybe a few updates to the system but other than that it’s good. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

None just keep making this app great! Review collected by and hosted on G2.com.

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

Well it’s helped at work with my help desk duties. Live chat i rarely use but when i do it’s great. Review collected by and hosted on G2.com.

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AF
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Effective tool, customizable assigning rules, ability to respond through email, ability to link with Jira Review collected by and hosted on G2.com.

What do you dislike?

clunky UI, slow to load, hard to set up, not great for task management, challenging mobile app Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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Project Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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UG
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It assign agents to different areas. Control tickets visibility, tracksyour assets and assign them to users. You can attach documents, screenshots and PDFs to your tickets. Maintain a knowledge-base. Tag and categorize your tickets. And enjoy the most advanced technical platform - MS SQL Server and ASP.NET. Review collected by and hosted on G2.com.

What do you dislike?

There is nothing about this that I do not like. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I highly reccomend this software for ease of use and organizational skills. Review collected by and hosted on G2.com.

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

We are now maintaining a knowledge-base, we can tag and categorize tickets. And enjoy the most advanced technical platform - MS SQL Server and ASP.NET. Review collected by and hosted on G2.com.

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Systems Administrator II
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

User interface is intuitive and easy to navigate. Review collected by and hosted on G2.com.

What do you dislike?

Difficult to avoid email loops caused by automatic responses. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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Sr Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Easy to access and search is faster with id Review collected by and hosted on G2.com.

What do you dislike?

cannot search with keywords and we have to use id Review collected by and hosted on G2.com.

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

ticket tracking Review collected by and hosted on G2.com.

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Analyste
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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

See above Review collected by and hosted on G2.com.

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Utilities Customer Service Representative
Professional Training & Coaching
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The automation tool is powerful.You can respond directly from your e-mail/site portal. Every incoming e-mail fosters the creation of a ticket. The date/time stamp is capable of tracking responses.! Review collected by and hosted on G2.com.

What do you dislike?

It needs to have some sort of integration with social media.! Review collected by and hosted on G2.com.

Recommendations to others considering the product:

you must try it! Review collected by and hosted on G2.com.

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

My department is making use of Jitbit. It does its job well in the managemetn of incoming customer support via e-mail.! Review collected by and hosted on G2.com.

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Assistant Network Administrator
Libraries
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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AM
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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AM
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

How quick it was to set up and the mobile app which helps me stay connected and updated. Review collected by and hosted on G2.com.

What do you dislike?

Had some compatibility issues with Chrome initially that I had to take care of. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

N/A Review collected by and hosted on G2.com.

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

We used a proprietary quality management software system to track customer and supplier issues. Although the software is great, as the architect and administrator I needed a system for helping my internal customers submit and track issues they were having. Review collected by and hosted on G2.com.

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Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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