Helpdesk Features

Jitbit Helpdesk is a robust ticketing solution designed to scale with your team, whether you manage internal IT support or external customer service. We offer both cloud-hosted (SaaS) and on-premise versions to suit your infrastructure needs. Below is a comprehensive list of features that make Jitbit a top-rated choice for support teams.

Ticketing & Core Functionality

• Two Deployment Models - Choose between our cloud-hosted SaaS version (instant setup) or the on-premise version (install on your own server).
• Web-Based Access - Access your helpdesk from anywhere using a standard web browser. Fully optimized for mobile devices and tablets.
• Email Integration - The system monitors your support mailbox, automatically converts incoming emails into tickets, and sends email notifications and replies.
• Categories & Tagging - Organize tickets into categories with default assignees. Use tags for granular filtering and tracking.
• Ticket Linking & Merging - Easily link related tickets, merge duplicates, or split complex issues into "subtickets" for better management.
• Calendar View - Calendar view for tickets to easily manage due dates.
• Scheduled Tickets - Set up recurring tickets for routine maintenance tasks (daily, weekly, monthly).
• Assets Management - Track hardware and software assets, assign them to users or tickets, and view full incident history per asset.
• Time Tracking - Automatically track time spent on tickets for billing or reporting purposes.
• File Attachments - Attach documents, PDFs, and screenshots to tickets. The SaaS version includes built-in antivirus scanning.
• Screen Capture - Record your screen (video or screenshot) directly from the ticket page and attach it instantly - no external tools required.
• Search - Quickly find tickets by keywords, date, user, or custom fields.
• Companies & Departments - Group users into organizations, assign managers, and track ticket history from particular companies.
• User History - Quickly see previous requests from a company or a user.
• Multi-Agent Assignment - Assign multiple agents to a single ticket for collaborative support.
• Import/Export - Easily import or export users, tickets, and assets via CSV, or pull live tickets from another system (like Zendesk or Freshdesk).

Customer Support Channels

• Email - our primary focus
• Live Chat & Support Widget - Embed a support widget on your website with one line of code. Chat with visitors in real-time or let them leave offline messages.
• Integrations - WhatsApp, etc.
• Customer Portal - Customers can log in to view their ticket history, check status updates, and manage their profile.
• Knowledge Base - A public or private self-service portal for FAQs and how-to articles. Includes search, permissions, and "most popular" reports. Learn more.
• Ideas Forum - A community space where users can suggest features, vote on ideas, and leave feedback.

Automation & AI

• Automation Engine - A powerful "If This, Then That" macro engine. Example: "If a ticket is overdue, send an alert to the manager." Learn more about automation.
• ChatGPT & AI Integration - Uses AI to suggest relevant Knowledge Base articles to users before they submit a ticket. The AI can also summarize tickets, draft responses for agents, route tickets to appropriate categories, respond in chat, search your website and KB. Supports GPT, Gemini, Claude etc. Use included free models or bring your own LLM API key.
• Machine Learning - (SaaS only) Automatically suggests relevant articles and canned responses to agents based on ticket content.
• Automated Routing - Detects user domains to automatically assign them to specific companies or departments.
• SLA & Reminders - Set up ticket reminders and Service Level Agreements to ensure timely responses.
• Canned Responses - Save common replies to answer frequent questions in a single click.
• Agent Collision Detection - See real-time alerts when another agent is viewing or replying to the same ticket.

Security & Access Control

• SSO, SAML and user provisioning and even Windows Integrated Authentication. Active Directory, and SAML Single Sign-On (Google Workspace, Azure AD, Okta, etc.).
• User Permissions - Granular role-based access control. Restrict technicians to specific categories or companies. Set custom password complexity policies.
• Authentication - Built-in "Login with Google", "Login with Microsoft", simple Authentication API, and Windows Integrated Authentication.
• Audit Logs - Comprehensive event logging for security and accountability. Track every action, from ticket deletion to setting changes.
• Anti-Spam - Built-in spam filtering for incoming email tickets.

User Experience & Customization

• Mobile Apps - Native apps for iOS and Android, plus a responsive mobile web UI.
• Custom Design - customize the look and feel with your logo, colors, and custom CSS/JavaScript.
• Custom Fields - Add custom data fields to tickets, users, and assets (e.g., "Serial Number", "Order ID").
• Ticket Templates - Pre-fill fields for common request types to save time.
• Multi-Language Support - Translated into 25+ languages including Help Desk supports English, German, Norwegian, Danish, Dutch, Swedish, French, Italian, Spanish, Portuguese, Russian, Hebrew, Arabic, Hindi, Finnish, Estonian, Chinese traditional, Latvian, Lithuanian, Slovakian, Slovenian, Turkish, Hebrew, Croatian, Czech and more.
• Dark Mode - Easy on the eyes for night shifts.
• Custom Statuses - Define your own ticket statuses (e.g., "Waiting for Vendor", "On Hold").
• Custom Domain - Use your own domain name (e.g., support.yourcompany.com) for the helpdesk portal.
• Email Templates - Fully customizable HTML email templates for notifications and replies.
• Business Hours & Timezones - Customizable working hours and timezones - global or per-user.
• Source Code Available - We offer a C# source code license for developers who need deep customization (on-premise only).

Reporting & Analytics

• Advanced Reporting - Track resolution times, agent performance, and ticket volume. Export data to Excel/CSV.
• Live Dashboard - A real-time dashboard for monitoring current helpdesk activity.
• Kanban View - Kanban board for visualizing ticket progress.
• Custom Report Builder - Create tailored reports to visualize the metrics that matter most to your business.

Integrations

Jitbit connects with the tools you already use:

• Jira
• Slack
• GitHub & Bitbucket
• Zapier
• Microsoft Teams
• Salesforce
• Google Drive & OneDrive
• Dropbox
• TeamViewer
• Harvest
• Asana & Trello
• Basecamp
• SurveyMonkey
• Visual Studio Online
• External User Lookup - Show customer data from your own CRM inside tickets.
• ...and many more via our REST API.

Last updated: January 2026