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We let AI answer support tickets for a week. It one-shotted 70 out of 104.

We let AI answer support tickets for a week. It one-shotted 70 out of 104.

If you contacted our customer support recently, you probably talked to Lucie. She is great, but she was on vacation last week and I didn't want to deal with a lot of support tickets by myself.

So I thought that maybe it was time to go YOLO-mode and see if our AI features were actually usable, or if we were lying to ourselves.

SaaS update: tightening email authentication for *.jitbit.com addresses

SaaS update: tightening email authentication for *.jitbit.com addresses

TL;DR

We are changing SPF and DMARC handling for *.jitbit.com email addresses to "hard fail" after a wave of spoofing attacks, reach out to support if you're affected.
AI features now run on-premise

AI features now run on-premise

Short version: every AI feature we ship on the hosted helpdesk now runs on the self-hosted edition too. It's a separately licensed Docker add-on, perpetual license, one-time payment. Customer data stays on your network. Requires Jitbit Helpdesk v11.22 or newer.
Will AI kill SaaS helpdesks?

Will AI kill SaaS helpdesks?

Do we even need helpdesk software? I mean, just give an AI agent a markdown skill file with your FAQ and canned responses and let it answer tickets - right? I (obviously) gave it a lot of thought recently and here's my take:
How We Replaced Our Entire Search Engine (with an AI writing half the code)

How We Replaced Our Entire Search Engine (with an AI writing half the code)

I've been dunking on AI pretty consistently on this blog. Partly because I'm sick of all the AI influencer "built 15 apps in a weekend" crowd. But Claude Code just did something wild for me. Had it help us rip out our entire search engine - we're talking millions and millions of records, thousands of tenants - and migrate it from SQL Server full-text search to a small embedded, in-process Lucene port. Search went from 7-8 seconds down to milliseconds.

Jitbit Helpdesk Mobile v10.4: A Major Update for Power Users

Jitbit Helpdesk Mobile v10.4: A Major Update for Power Users

We're excited to announce Jitbit Helpdesk Mobile v10.4, one of our biggest updates yet! This release brings powerful new features that make managing support tickets on the go faster and more efficient than ever.
How We Dealt with the Cloudflare Outage

How We Dealt with the Cloudflare Outage

Or: That Time Half the Internet Died and We Didn't
Most Demanded Helpdesk Features, According to IT Pros

Most Demanded Helpdesk Features, According to IT Pros

We've analyzed professional reviews, user testimonials, and forum discussions from IT professionals to identify their common pain points and what they value most in existing helpdesk solutions.
Stripping signatures from emails

Stripping signatures from emails

We don't usually announce unreleased features, but we're about to ship something I've personally tried solving for years.

The problem is simple to describe and maddening to solve: how do you automatically remove signatures, logos, confidentiality footers, "follow-us-on-LinkedIn" blocks, and those 200-word GDPR disclaimers from incoming e-mails?
AI Agent features in Jitbit Helpdesk

AI Agent features in Jitbit Helpdesk

This article is a bit outdated. For all the recent AI features checkout this article

Now with smarter, self-initiated Knowledge-base search and even external docs indexing

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