Jitbit Blog about Customer Support

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.

Oct 15 2019
Create a Customer Support Experience That Drives Growth

Create a Customer Support Experience That Drives Growth

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
5 Must Have Components of an Internal Help Desk system

5 Must Have Components of an Internal Help Desk system

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
How to take a vacation if you are a SaaS founder

How to take a vacation if you are a SaaS founder

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:

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