After trying numerous different Ticketing and Help Desk products we settled with Jitbit. It was so easy to install and run. It is also easy to get in touch with the vendor with any questions/concerns. Review collected by and hosted on G2.com.

The roles seem pre-determined and we haven't figured out a way to change them. Also no group level permissions. Review collected by and hosted on G2.com.

It provides a simple, user friendly interface to helpdesk users. Administrator also has all the options to manage the system. Review collected by and hosted on G2.com.

Not much to mention i found it very professional. Review collected by and hosted on G2.com.

I like that you can track requests that come in and prioritize them Review collected by and hosted on G2.com.

It's not very user friendly and hard to manage large volumes of requests. I also feel like this would work better if it were an add on/plugin in an email system (such as gmail or outlook) Review collected by and hosted on G2.com.

The ticket assignment system is something that anyone can admire; for me, it is one of the best things by far. Review collected by and hosted on G2.com.

The mobile application has a lot to improve; the application needs to be refined in terms of response and help. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

No group level permissions Pure social media integration. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Nothing to dislike so far. They are quick to fix and repond when opening a support ticket. Review collected by and hosted on G2.com.

One of the best softwares i have ever tried Review collected by and hosted on G2.com.

Nothing by the moment. I will tell you. Review collected by and hosted on G2.com.

Easy to use interface that was able to be used on all browsers with minimal employee training Review collected by and hosted on G2.com.

Users could circumvent certain minimum entry points by miscatergoriz8ng tickets Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I didn't find anything bad at all which is unusual for me. Review collected by and hosted on G2.com.