Jan 4 2020
Are you using or leaning toward using a self-hosted ticketing system?
While many of our clients choose to use our hosted, SaaS version of our ticketing system, we also offer self-hosted for those that prefer it. Choosing this option means that you take more responsibility and control over managing it.
Dec 21 2019
There comes a time in every support technician's career when they stumble into a situation they've never encountered before. Being out of familiar territory is uncomfortable, and sometimes wrong decisions are made.
Dec 8 2019
How you deal with your support tickets determines a lot of things:
- How the customer views you
- Your company's reputation
- Your support staff's workload
- And much more
Nov 25 2019
Zendesk is a popular choice in the help desk software market. It has integrated customer support with add ons like knowledge bases and live chatting. WIth a wide array of package choices, Zendesk has a powerful suite of tools to get any support team up and running at full-capacity.
Nov 11 2019
SLAs, or Service Level Agreements, are an agreement between your support staff and the customer. They establish the timeline customers should expect when contacting your support staff. This SLA guide will walk you through what an SLA is, how to create one, and the SLA best practices.
Oct 23 2019
Help desk software is a tool used by support members throughout the corporate space to respond to customer questions. It's usually not just one tool, but a combination of many that support technicians use to manage all incoming queries.
Oct 18 2019
We are happy to announce three big new features. All of them were requested for a while now. And all of them are already live for the hosted customers so you can go ahead and give them a try. We'd love to hear your thoughts on how you think we can improve them.
Oct 15 2019
If you have a customer service team, you are striving for good customer support experience. That's a no-brainer. Of course you're striving for it. You have been told it's the goal and you're doing your due diligence.
Aug 31 2019
Your employees are your business's most valuable ingredient. And dealing with internal employee-facing issues is just as important as solving the customer-facing ones.
Aug 7 2019
At Jitbit only two people have access to the entire company infrastructure - me (Max) and Alex. If something goes terribly wrong and the team can’t handle it, one of us has to get online and fix it. And we learned how to handle it pretty well over the years. Like everyone else, we do have occasional downtimes, but we never had a major outage in 10 years. The longest one we had lasted two hours and that one was planned maintenance taking longer than expected.
Believe it or not, we also take vacations occasionally. Here is how we do it: