Ticketing System Walkthrough Video - See Jitbit Helpdesk in Action
Want to see how a ticketing system actually works before committing to one? This walkthrough video covers everything you need to get started with Jitbit Helpdesk -- from the ticket grid and reply workflow to email integration, user management, and automation rules.
Whether you are evaluating helpdesk software or onboarding your team, this video gives you a clear picture of Jitbit's core features in under ten minutes.
What This Ticketing System Walkthrough Covers
- Ticket grid -- sort, filter, and view tickets by status with color-coded priority badges
- Ticket details and replies -- activity feed, canned responses, and agent collaboration
- Categories -- organize tickets by team or department
- Admin settings -- customize branding, language, time zones, and security
- Email ticketing -- connect your support mailbox and convert emails to tickets automatically
- User management -- roles, permissions, and automatic account creation
- Automation rules -- "if this then that" engine for routing, categorizing, and escalating tickets
Full Video Transcript
The Ticket Grid
Hello and welcome to the Jitbit Helpdesk walkthrough. Let me quickly show you the basics of our simple ticketing system to get you started.
This is the main screen of Jitbit Helpdesk. All the incoming support requests end up here, in the tickets grid. You can see each ticket has a color-coded badge next to its subject. Basically, everything besides green means a ticket needs your attention.
You can sort your tickets by any column by clicking on the header, or by choosing the column on the left. You can also select which columns you want to see and which ones you do not.
Ticket View Modes and Categories
The ticket grid comes with five view modes. Currently, we have "unclosed" selected, so we see all the active tickets. But take a look at this one -- it has a green badge next to the subject. That means it has already been answered by a helpdesk agent. So, if we select "unanswered" here, this ticket will be gone.
You can also create different categories to organize your tickets. Categories are very useful if you have different members of your team responsible for different areas in your company. They can work independently in a single application. To see tickets in a specific category, just click a category. To go back, simply click "all categories."
Ticket Details and the Activity Feed
Now let's click a ticket and see what's inside. At the top you can see the ticket itself -- the subject and the body. You can close the ticket here, and we have additional actions under the "more" button.
Under the ticket you can see what we call an "activity feed." All ticket communication is located here. Replies follow the same color-coding system as the ticket grid: orange means the reply was written by a customer, green means it was written by a support agent. The feed also contains system notes -- for example, when a ticket has been assigned and to whom, or when it was originally submitted.
Replying to Tickets with Canned Responses
To add a new reply, click on the text box. You will see formatting options and the ability to insert canned responses -- pre-written answers to frequent questions. Just click one and it appears in the reply box. When you are done, click "reply" or press Ctrl+Enter, and the customer receives it via email.
The right sidebar contains all the ticket details like priority, category, and more. You can change most of these by clicking on the dotted buttons.
Admin Panel and Customization
Now let's take a quick look at the admin panel. In general settings, you can customize how your helpdesk looks -- change colors and see your changes reflected live. You can also upload your custom logo, which appears at the top left corner.
Beyond branding, you will find settings for language, time zone, working hours, and security.
Email Integration Setup
To start receiving tickets via email, you need to connect your support mailbox to Jitbit. If you are using the cloud-hosted version, Jitbit creates a built-in mailbox for you. All you need to do is set up email forwarding from your main support address -- after that, every email is converted into a ticket instantly.
If you are using the on-premise version, you connect your mailbox directly to Jitbit by entering the mailbox settings. It is straightforward.
User Management and Permissions
In user settings you can create accounts for other team members by clicking "add user." It is important to know that Jitbit Helpdesk automatically creates a user account for every person who submits a ticket. These users have no extra permissions by default -- they can only see their own tickets. You can filter the user list by role. For example, clicking "admins" shows only admin accounts.
Automation Rules
The last feature in this ticketing system walkthrough is automation rules -- Jitbit's "if this then that" engine. Here is an example: create a rule called "test," set it to trigger when a ticket is created, add the condition "ticket subject contains superlaser," and set the action to move the ticket to the "superlaser" category. Save the rule, submit a ticket with "superlaser is broken" as the subject, and watch the ticket move to the correct category automatically. A system comment confirms the change.
Beyond the Basics
This walkthrough only scratches the surface. Jitbit Helpdesk also includes a knowledge base, detailed reports, custom fields and ticket templates, SLA tracking, and much more. Feel free to experiment, and contact our support if you have any questions.
Try Jitbit's Ticketing System Yourself
Seeing is believing, but hands-on experience is even better. Start a free trial of Jitbit Helpdesk -- no credit card required -- and explore every feature shown in this walkthrough with your own data.