Live Chat in Jitbit Helpdesk

Since January 2018, Jitbit Helpdesk has included a built-in live chat feature. The support widget on your website now lets you talk with visitors in real time. Here's a quick look:

On the helpdesk side, chats show up with a special “live” badge next to the ticket, so you'll know the visitor is still browsing your site.

No setup needed - the support widget you already use now includes live chat by default.

It works across multiple pages and even survives a page refresh.

Stay in touch even after visitors leave - if someone closes the tab, the chat turns into a regular email ticket so you can follow up later.

Available on both cloud and on-premise versions of the helpdesk.

Optional AI autoresponder - you can enable AI to respond to the user's question. It will use RAG to find related articles in your Knowledge-base (and external indexed sources) to answer the user's question. AI will also detect requests for human help and pause if the user is asking for a human. Enable this feature in "Admin - AI features" under "Live chat widget". *external docs indexing feature is available in the SaaS version only.

Chat directly inside a ticket - support agents can chat with each other or with the customer directly within the ticket view. Everything updates live.

Use it on mobile too - the mobile app supports live chat so you can respond on the go. Here are some tips and best practices.

We used to offer a separate live chat product, but that's being phased out. It'll stay active for existing users, but we're no longer accepting new sign-ups for it.

Why consider adding live chat?

It helps people decide - being able to get a quick answer from a real person can make all the difference when someone's thinking about signing up or buying.
It's helpful in the moment - if a visitor gets stuck or confused, they can ask for help right away without leaving the page.
It can reduce support costs - chatting is often faster and more efficient than email.
You learn a lot - live chat gives you insight into what's confusing or broken on your site. It's like real-time feedback, straight from your users.

Why Jitbit?

It's simple - we've always focused on keeping things clean and easy to use.
Quick to set up - just paste in two lines of JavaScript and you're good to go. It takes just a few minutes.
Reliable - modern tech means solid performance. Messages won't get lost.
Secure and fast - your data is safe with us. We back everything up, scale easily, and our servers are quick.

What the chat feature includes

Notifications - get sound alerts, desktop popups, or push notifications when a new message comes in (HTML5 browser required for desktop notifications).
Agent presence tracking - see which team members are online and available to chat.
Live performance - powered by WebSockets for real-time interaction. If the browser doesn't support it, we fall back to classic polling. Either way, it's real-time.
Automation options - set up chatbots or autoresponders using our rules engine.
Chat history - all conversations are saved as regular tickets, so you can go back and review them anytime.
Easy website integration - just add a line of JavaScript and you're done.