On-Premise Helpdesk FAQ
Frequently asked questions about Jitbit Helpdesk. Can't find the answer you're looking for? Reach out to our customer support team.
- Does Jitbit have AI features?
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Yes. Core AI features - reply drafts, summaries, triage, custom prompts - work on the self-hosted version using your own OpenAI, Azure OpenAI, or AWS Bedrock key. Learn more.
- Can I run the advanced AI features (semantic KB search, external docs indexing) on-premise?
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Yes, through our self-hosted AI add-on - a Docker Compose stack you run next to your existing Helpdesk install. Ticket data and KB content stay inside your network when using the bundled local embedding model. Requires Jitbit Helpdesk v11.22 or newer. Licensed separately - see pricing.
- How does the email integration work?
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Jitbit Helpdesk checks a specified email address at optimal intervals. When a new email is found, the helpdesk creates a new ticket or updates an existing one if it finds a ticket number in the subject line. Our hosted version offers a built-in support mailbox that works out of the box.
- Does Jitbit Helpdesk support Windows Authentication or SAML?
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Yes. We support SSO, SAML/ADFS, even Windows Integrated Authentication. It can even populate user details from Active Directory. More info here.
- Is Jitbit safe?
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Yes. Jitbit Helpdesk has been around since 2008. The application is regularly penetration tested and security audited. You can request our latest certifications and audit reports by contacting support.
- Can I install Jitbit Helpdesk on Linux or Docker?
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Yes, absolutely—even on macOS. In fact, we run the SaaS version of Jitbit on Ubuntu Linux. Docker is also supported; see here for details.
- Can I install Jitbit Helpdesk in Microsoft Azure?
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Yes, certainly. Read more about running Helpdesk on Azure.
- What is Jitbit Helpdesk written in?
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Jitbit Helpdesk is written in C# using Microsoft's .NET platform. Find more info here.
- Help! Jitbit Helpdesk is not sending emails.
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Please ensure you have specified the correct SMTP server address, port, username, and password. Also, check that no antivirus software is blocking your IIS web server or ASP.NET from connecting to your mail server. You can test your email settings on the "Administrator - Email settings" page.
- Where can I find the user manual?
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Please see our online help documentation.
- Does Jitbit Helpdesk support multiple languages?
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Yes. We support 30 languages, and you can choose the interface language in the Administrator Panel.
- Can I customize the look and feel to match my brand?
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Yes. You can change the color theme, logo, and favicon to match your company’s branding. You can even add custom CSS rules for further customization.
- How do I create a technician user?
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To make a user a technician, you must grant them permission to handle tickets in at least one category. Go to Administrator -> Categories -> Edit Category and add the users who should have the right to handle issues in that category.
- Why are admins not notified when a new ticket is submitted?
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Administrators are not notified of new issues by default; "Technicians" are. A technician is a user assigned to handle tickets in a specific category. Please see the "user roles" section of the manual.
- How can I modify the email notification templates?
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You can edit notification templates directly in the Administrator Panel.
- Can I buy the source code?
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Yes, by quote: contact us. If you already have a source code license, you can keep renewing it, source code included. You can also add the source code to your current license later, by quote too.
- Can I upgrade from the Evaluation Version to the licensed version without losing data?
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Yes. To upgrade to the full version, you simply replace a single DLL file in the installation directory. All your data will remain intact.
- How do I upgrade the helpdesk app after my first year of free updates has expired?
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Your helpdesk keeps working, the license is perpetual. To get new versions and support for another year, renew for 50% of your plan's current price, before your updates end or up to 60 days after (80% later). Older Small, Company and Enterprise licenses renew the same way. Enter your order number or email on the upgrade page to see your price.
- Can I move to a plan with more agents?
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Yes, at any time. You pay the difference between the two plans' prices, and your 12 months of updates start over. See the upgrade page.
- Can I move to a plan with fewer agents?
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Yes, when you renew. On the upgrade page, pick a smaller plan and pay its renewal price. Once you install it, you can't add agents above its limit.
- I am a registered user. How do I upgrade to the latest version?
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For instructions on how to upgrade to the latest version, please see our manual here. If you forgot your password, there is a "lost password" link on the download page.