Jitbit HelpdeskProduct Overview
Jitbit Helpdesk product overview
Jitbit Helpdesk is a ticketing system for customer support teams. It tracks customer requests and fully integrates with your mailbox via IMAP, POP, Exchange, and other email client protocols, and with your website via live-chat widget and other integrations.
Jitbit comes with a Knowledge Base module, asset-tracking, user management, SLAs, custom fields and a powerful automation engine that can handle tickets automatically such as through auto-responders and routing tickets to proper agents. The software also has artificial intelligence and machine learning modules that help suggest relevant solutions to common problems. Jitbit supports single sign-on (SSO) and connects to your existing user catalog via SAML, Active Directory, and Google account.
Pros of Jitbit Helpdesk
- Email support and monitoring – Jitbit’s core feature is email support and monitoring one or more mailboxes, but it also provides Live Chat and even chatbots.
- Built-in screen recorder – Jitbit also comes with a built-in screen recorder that allows end-users to take screenshots or even record the whole experience to help the support team identify the problem.
Cons of Jitbit Helpdesk
- Some customers would like to see more social media messaging integration.
Breakdown of core features
Ticket categories and time tracking
Jitbit Helpdesk lets users assign tickets to different categories and assign default agents to categories. It also includes features for automatic billable hours tracking.
Asset management and file attachments
Jitbit helps you track your assets, assign assets to your users and tickets, track incident history, and quickly find the asset owner. You can also attach documents, screenshots, and PDFs to tickets and knowledge base articles.
The help desk app monitors your support mailbox and converts emails to tickets, then sends out email replies and notifications.
Jitbit has a self-service customer portal for publishing FAQs and how-to articles. The software comes with a search engine, granular permissions, access logs, and reports to help you identify your most popular content.
(Last updated on 09/02/2020 by Abby Dykes)