A Review of The Jitbit Helpdesk Ticketing SystemTECH
A Review of The Jitbit Helpdesk Ticketing System
A quality helpdesk and ticketing system can be essential to upgrading your customer service, taking the burden off of yourself or a team, or even to allow you to add additional features and support into your website. However, with the plethora of options available, it can be difficult to choose one. The Jitbit Helpdesk Ticketing System is one of your options, and while it’s relatively new to the market, we’ve had a few people ask us about the software. Is it any good? Let’s find out.
What is the Jitbit Helpdesk Ticketing System?
The Jitbit Helpdesk Ticketing System is a helpdesk and ticketing system available for self hosting or Jitbit hosting. The company immediately stands out as requiring a one time upfront payment based on your server and customer needs, with no additional fees unless you want to pay for upgrades after a year. As a result, startup fees are considerably higher than their competitors, but the software could cost less over a year of use.
The software is available in the cloud or you can access it via your own hosting, and it includes the following features:
Ticketing – Customers can submit tickets via email or using the ticketing system.
Organization – All replies on a ticket are organizes in chronological order inside of the ticket, so that you avoid issues like email stacking.
Integration – Integrates with email, Active Directory, Google Drive, Drop Box, and many more, but not Facebook.
Unlimited Agents – For self hosted
Ticket Assignation – Assign tickets, mark tickets as in progress or urgent, and access tickets as different users to view different controls.
Search – Search ticket files
Knowledge Base – Integrated Knowledge Base
Attachment Support – Include photo or other attachments
Apps – Some Jitbit subscriptions include apps, with an iOS and an Android app supported so that you can access tickets from your phone or tablet.
Tracking – Track customer support tickets
Sorting – Sort tickets into categories based on whether or not they have been answered, or their status.
Companies – Offer support for multiple companies, and keep each separate within the same program.
Macro Recorder – Record screen and keyboard usage
The basic system costs $999 for an unlimited number of agents with one installation. The enterprise version costs $2,999 and includes apps, source code, and expedited support. Hosted HelpDesk starts at $24 per month for 1 agent and 500 mb of storage, but you can get the apps for $69 per month (which also includes 1GB of data and 2-4 agents support). Overall, that means that while startup costs are considerably higher if you want to use your own hosting, it’s considerably lower over time. The hosting fees are also lower than competitors like Zendesk, because you get more for what you’re buying.
Jitbit Final Points
Jitbit provides a high quality customer service tool that you can use to scale up or down based on business needs. The service is reliable, offers a lot of features, and while it has a high startup cost if you choose the self hosting, that is a one time cost. The hosted version is also more affordable than many comparable options, which is good for small businesses and startups who cannot afford more costs. Jitbit also offers free helpdesk software that you can use to test out the program before purchasing it.
Being new to the industry may be something that concerns some, however, although Jitbit is relatively new to the market (started in 2005), they are doing very well; they are profitable and self-funded. They also have some very large clients that are currently utilizing their software as their help desk ticketing software. These companies include Caterpillar, Nokia, Xerox, VMware, Chevron, Phillips, Siemens, GE, Hitachi, HP, Adobe, and ESPN. Who knows, maybe your name will be next on their list.
If you decide to try it, or already have, we’d love to hear your thoughts on how Jitbit works for you. Please comment below!