Helpdesk - Frequently asked questions

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Where can I find the user manual?: See the Online help
I have read that Jitbit HelpDesk creates auto-incidents from incoming emails. How does this feature work?: Jitbit Help Desk checks a specified email address every N minutes/seconds, the application chooses the optimal interval by itself, it is not configurable. When a new email is found, the HelpDesk creates a new ticket, or updates an existing one (if it finds a "{ticket-number}" text in the message subject). Our hosted version additionally offers a built-in support mailbox which works from scratch and does not require any complex setup.
Does Jitbit HelpDesk support multiple languages?: Yes, absolutely. We support 30 languages, you can choose the language of the interface in the administrator panel.
Does Jitbit have AI features?: Yes. We have a built-in AI assistant that can help you answer tickets, generate summaries, and more. Learn more
How can I modify the messages in the notification-emails sent by the HelpDesk system?: Simply go to the administrator panel and edit the notiicaton template.
I purchased the ticketing system with the source codes now what?: Jitbit HelpDesk ticketing system is a web application C# project that can be opened in Visual Studio Code (or Visual Studio 2022 or later). You can do this on a Mac, Windows or Linux machine.
I want to evaluate the Jitbit HelpDesk. If I install the Evaluation Version on our production server will it be possible to upgrade it to the licensed version after evaluating without loosing our data?: Yes, of course. To upgrade to the full version you will just have to replace one .dll-file in the installation directory, that's it.
Jitbit HelpDesk does not send emails! Help?: Please make sure you specified the correct smtp-mail server address, port, username and password. Also make sure that there's no antivirus software blocking your IIS web-server and ASP.NET from connecting to your mail-server. Make sure you test the email settings on the helpdesk administrator page ("Administrator - Email settings")
Will Jitbit Helpdesk support windows-authentication for my domain users?: Yes. It will even try to populate the user's details from Active Directory. More info here.
Is there a way to change the look of the helpdesk application (color theme, logo) to match my company and website?: Yes. You can change the look of the helpdesk application (color theme, logo, favicon) to match your company and website. You can even add your own custom CSS rules to customize the look even more.
No notification is sent to admins when a new ticket is submitted to helpdesk. Why?: Admins are NOT notified of new issues by default. "Technicians" are notified. Technician is a user, assigned to handle tickets in a specific category. Please see the "user roles" section of the manual.
How do I create a technician-user in Jitbit Helpdesk?: To make a user a technician you have to grant him permission to handle tickets in a category. Go to the administrator page - categories - edit category - and add users, that have the right to handle issues in the category.
If I purchase the "no-sources" full version, can I later purchase the source version for the difference?: Yes of course you will be able to upgrade just by paying the difference. Click here to upgrade: upgrade now.
Can I install Jitbit Help Desk in Windows Azure?: Yes, totally. Read more at running Helpdesk on Azure.
Can I install Jitbit Help Desk on Linux? What about Docker?: Yes, absolutely. Even on Mac OS. In fact Linux is how we run the SaaS version of the Help Desk (on Ubuntu). Docker is also supported, see here for details.
How do I upgrade the helpdesk app once my free 1 year upgrades is over?: If you wish to receive all the updates and new versions of our support ticket system, simply buy an upgrade here and you will get another year of maintenance.
I am a registered user of Jitbit web based Help-Desk. How do I upgrade to the latest version?: For instructions on how to upgrade to the latest HelpDesk please see our manual here. If you forgot the password, there's a "lost password" link on the helpdesk download page.
Is Jitbit safe?: Yes. Jitbit Helpdesk has been around since 2008 and the app is regularly penetration tested and security audited. You can request our latest certifications and audit reports by contacting our support.
What is Jitbit Helpdesk written in?: Jitbit Helpdesk is written in C# using Microsoft's .NET platform. Find more info here