On-Premise vs Hosted Helpdesk: Which Deployment Model Is Right for You?

Choosing between an on-premise vs hosted helpdesk is one of the first decisions you will face when shopping for help desk software. The right deployment model depends on your team's size, compliance requirements, IT resources, and budget. Get it wrong and you are stuck migrating later -- get it right and your support team runs smoothly from day one.

Jitbit Helpdesk gives you both options so you never have to compromise:

A hosted (SaaS) help desk -- a cloud-based, subscription-based service that runs on Jitbit's own infrastructure. No installation, no server management.
A self-hosted (on-premises) help desk -- installed on your own company servers, giving you full control over data and infrastructure.

Below is a detailed comparison to help you decide which deployment fits your organization.

Benefits of a Hosted (SaaS) Helpdesk

A hosted helpdesk is the fastest way to get started. Installation, upgrades, backups, and server maintenance are all handled by Jitbit's team -- so your IT staff can focus on supporting users instead of managing infrastructure.

AI-Powered Features Exclusive to the Cloud Version

The SaaS version includes an enhanced feature set that is not available in the self-hosted version. The biggest advantage is AI-powered knowledge base search and external documentation indexing. The SaaS version uses vector embeddings stored in a vector database to deliver highly accurate, context-aware AI suggestions and search results.

The cloud version also includes a built-in web crawler that can fetch and index content from an external website. This means the AI suggests relevant information not just from your internal KB but also from your public documentation -- making it easier for agents to find answers fast. These capabilities rely on cloud-based microservices that would be impractical in an on-premises setup, making the hosted version the stronger choice for teams that want AI-driven assistance without infrastructure overhead.

Zero-Maintenance Helpdesk Operations

The hosted version is updated several times a day through continuous deployment. Jitbit's operations team also tunes servers, the CDN network, and database infrastructure on an ongoing basis -- for example, helpdesk database transaction logs run on NVMe SSD drives for maximum performance.

You never need to schedule downtime for updates or worry about patching. Jitbit handles all of it.

Faster Email-to-Ticket Conversion

The default email server that comes with the hosted version uses high-performance network drives with fine-tuned reverse DNS and blacklist monitoring.

A dedicated Linux-based email server routes messages directly into the helpdesk app via Jitbit's own API -- no POP/IMAP middle tier. Emails convert into support tickets almost instantly. Built-in antivirus and anti-spam filtering protect your inbox automatically.

Enterprise-Grade Hosting on AWS

Jitbit's hosted helpdesk runs on Amazon Web Services -- specifically high-memory instances optimized for network storage performance with SSD local drives. This infrastructure delivers daily S3 backups and hourly database backups.

Even if a server were to crash, your data is stored on a separate network drive on a physically distinct machine. Learn more about our hosting infrastructure.

Single Sign-On, Active Directory, and SAML Support

The hosted version supports Active Directory logins via Windows-integrated authentication, single sign-on via SAML (Google Workspace, Azure AD, ADFS and more), and a customizable authentication API. You get full control over how users authenticate -- without managing the underlying servers.

No Lock-In -- Cancel Anytime with Your Data

You can cancel your subscription at any time. Jitbit exports all of your data -- a full backup including every ticket, attachment, and knowledge base article. And if you decide to come back, your data is preserved for four months, even for cancelled and trial accounts.

Benefits of a Self-Hosted (On-Premises) Helpdesk

If your organization requires that sensitive support data stays on company-controlled servers, the self-hosted on-premises version is built for you. It shares the same core codebase as the SaaS version, with a few differences designed around the realities of on-premises deployment.

Full Data Sovereignty and Compliance

With the on-premises version, your helpdesk data never leaves your network. This is essential for organizations in regulated industries -- healthcare, finance, government, defense -- where data residency and compliance requirements dictate that customer data must remain on company-controlled infrastructure.

Intranet and Air-Gapped Environments

Need a help desk for users who are not connected to the internet? The self-hosted version works on your local network (LAN) or air-gapped environments with no outside connectivity required. Your agents and end users access the helpdesk through their browser on the internal network.

Windows-Integrated Authentication and AD Sync

The on-premises version offers native Active Directory integration with automatic user sync -- including properties like phone numbers, locations, and departments. If you run a Windows domain, your users simply open the app in their browser and are authenticated automatically. No separate login needed.

Full Customization with Source Code Access

Jitbit offers a source code license for the self-hosted version. If your development team needs to add features, modify workflows, or integrate deeply with internal systems, you can work directly with the C# source code. This level of customization is not available with any hosted plan.

Use Your Existing Infrastructure

If your organization already operates Windows or Linux servers with SQL Server, deploying the on-premises version is straightforward. Check the system requirements -- you may already have everything you need. No additional licensing costs for third-party hosting, and you control your own backup and update schedule.

On-Premise vs Hosted Helpdesk: Quick Comparison

	Hosted (SaaS)	Self-Hosted (On-Premises)
Setup time	Minutes -- no installation	Requires server setup
Maintenance	Fully managed by Jitbit	Managed by your IT team
AI features	Full AI-powered KB and web crawler	Standard KB search
Updates	Continuous deployment (daily)	Manual updates
Data location	AWS cloud (US/EU)	Your own servers
Authentication	AD, SAML, SSO, API	AD, SAML, SSO, API + native Windows auth
Source code access	Not available	Available with source code license
Best for	Teams that want zero maintenance	Regulated industries, intranets, custom dev

Which Deployment Should You Choose?

Choose the hosted helpdesk if you want the fastest setup, zero server management, continuous updates, and access to AI-powered features. It is the right fit for most teams.

Choose the self-hosted helpdesk if you need full data sovereignty, operate in a regulated industry, require intranet-only access, or want source code customization.

Either way, Jitbit Helpdesk is designed to help your support team resolve tickets faster. Start a free trial of the hosted version or download the self-hosted version to see which fits your workflow.