Jitbit Blog about Customer Support

Feb 17 2020
Fundamentals of an Excellent Helpdesk Experience

Fundamentals of an Excellent Helpdesk Experience

What makes for an excellent helpdesk experience?

Your helpdesk is a key customer service channel; if it doesn't deliver as well as it should, you'll soon hear about it with complaints or even poor reviews.

Feb 2 2020
5 Things You Can Learn From Your Ticketing System Reporting

5 Things You Can Learn From Your Ticketing System Reporting

How does your company track and measure the effectiveness of your ticketing system?

Reporting is an important feature to pay attention to because through reporting, you can gauge the “health” of your customer ticketing experience. You can track key metrics and take action to improve them.

Jan 18 2020
Customer Service Expectations in 2020: What You Should Know

Customer Service Expectations in 2020: What You Should Know

“Operator,” “representative,” “human please!”

Customer service has come a long way in terms of available technology, but one thing remains constant: people still want service from humans! If anything, the technology we have today has helped to increase expectations from customers, particularly when it comes to getting answers or speed of service.

Jan 4 2020
8 Tips for Managing Your Self-Hosted Ticketing System

8 Tips for Managing Your Self-Hosted Ticketing System

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
Train Your Team for These Customer Service Scenarios

Train Your Team for These Customer Service Scenarios

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
Our 9 Best Tips for Managing Your Support Tickets

Our 9 Best Tips for Managing Your Support Tickets

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
Looking for Zendesk Competitors? Here are Some Great Alternatives

Looking for Zendesk Competitors? Here are Some Great Alternatives

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
A Quick Guide to SLA Management and Best Practices

A Quick Guide to SLA Management and Best Practices

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
The Best Help Desk Software in 2019

The Best Help Desk Software in 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
Product update: Subtickets, Customer satisfaction surveys and Dependent custom fields

Product update: Subtickets, Customer satisfaction surveys and Dependent custom fields

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.

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