HelpDesk ticketing system » A Simple Support Ticket System

A Simple Support Ticket System

Jitbit's simple support ticket system makes ticket management a breeze. Which tickets require immediate attention? Which are awaiting a customer response? Which require input? And which need to be assigned or resolved? You can see it all at a glance.

Keeping Things Simple

Online support ticket system technology has revolutionized how we deal with customer service.

These incredibly powerful, yet simple to use, programs have made it possible to offer every single customer or organization that contacts us the very best service possible.

With this tech on your team, it’s very difficult to lose an email or misplace contact information. And with Jitbit’s exciting inbuilt features, you can develop a customer support strategy that really works.

support tickets grid

Automate your Support Ticket System

tickets automationOur support ticket system comes with powerful automation, capable of doing the hard work for you. It can:

  • Send standardized emails in response to common queries.
  • Automatically prioritize, assign or move incoming tickets based upon which client they come from.
  • Send follow-up communication.
  • Set up reminders for your team.

Our support ticket system deals with repetitive tasks. And leaves you to focus on the important stuff.

Mobile Apps

iOS and Android support ticketing appsOur help desk tool comes bundled with handy free apps for Android and iOS. So your support team can answer tickets on the go, even using a poor Internet connection.

Search, assign, reply and resolve. Attach files to tickets and get an instant notification when a new support request arrives.

Alternatively you can use your mobile browser and simply log into the web app on whatever device you choose.

 

Ticketing Reports: Get Insight into Your Customer Support

support ticket reports

Download our reports to shed light on your team’s performance. How fast do you respond? Who’s your best help desk agent? How much time do you spend on support tickets each day? And which customer just loves a good moan?

You can also configure your own custom reports with our custom report builder. And have them sent to your mailbox every Monday.

Jitbit reports will give you the insight you need to polish and perfect your customer support.

Manage your Tech Support "Projects"

Jitbit Helpdesk comes with a useful calendar view that shows upcoming tickets and their due dates. Administrators can easily track the support team's workload and drag ‘n’ drop tickets on the calendar to adjust the schedule.

A Support Ticket can have Multiple "Assignees"

A support agent needs some help from a system administrator or developer? No problem. You can assign the support ticket to multiple "technicians" – a unique Jitbit feature.

In order to keep proper track of tickets, tickets with multiple assignees will still have just the one “owner”. So everyone knows who has ultimate responsibility for a particular support case.

Turn Incoming Emails into Tickets

You can use our own free email service, provided with the hosted version. Or connect your existing support mailbox in seconds, using POP, IMAP or Exchange. Either way, the help desk app will turn incoming emails into support tickets.

You can then choose to map different mailboxes to different ticket categories. And even brand your emails differently depending on the topic.

The best part? It will all still look just like a regular email conversation to your customer.

Self-Service Portal

Email isn’t the only option. Jitbit offers other ways for your customers to get in touch.

Web Interface: Give your customers access to our web interface. Here they can track and reply to tickets they’ve created, or send new ones.

Through Your Website: Add a special JavaScript widget to your website. This will add a "help me" balloon, so customers can send you their queries right away. And you can track which pages generate the most questions.

Knowledge Base: Customers can also browse the Knowledge Base. This resource, included with the software, allows customers to search for answers and explore suggested solutions from your FAQs when submitting new tickets.

Your agents can access the Knowledge Base too. Through public or “technician only” articles they can find appropriate answers to customer queries.

Jitbit Helpdesk may perform some complex customer support tasks. But it makes things incredibly simple for you and your team. Easy to install and easy to use, it’s a simple support ticket system with the power to transform your customer service.

Further reading: help desk ticket systemsupport ticket software.

Last updated: 6/14/2019 more Helpdesk Ticketing System whitepapers A Simple Support Ticket System

HelpDesk ticketing system