Jitbit Helpdesk: A New Look on the Horizon (Whether We Like It or Not)

We're thrilled (read: mildly terrified) to announce that a full UI redesign for Jitbit Helpdesk is finally in the works. This refresh aims to bring a more contemporary look to our platform while maintaining the efficiency and ease of use that has been our hallmark.

Embracing Change, Respecting Tradition (and Our Sanity)

For over a decade, Jitbit Helpdesk has been consistently ranked as one of the easiest-to-use ticketing apps. We have always prioritized efficiency/usability over the looks and introduced many UX tweaks over the years, but only minor design facelifts.

This approach has served us well. However, we've been listening to our users who have ever-so-gently suggested that our current interface has a somewhat dated, '90s look.

Redesigning an app with thousands of active users who have established efficient workflows based on the current design is no small feat. One design team we approached declined due to the extensive amount of work required, and another team unfortunately bowed out midway through the project. However, we're pleased to say we've found an ideal partner. We understand how crucial your productivity is, and we’re committed to ensuring that the smooth operation of your support teams remains uninterrupted.

Opt-In Model

With all this in mind, we're taking a cautious and user-centric approach to rolling out the new design. Initially, we'll be implementing an opt-in model for the redesign. This means:

1. Existing users will be able to choose when to switch to the new interface
2. We'll provide an easy way to switch back to the classic interface if needed.
3. Only when we're confident that the new design meets our high standards for usability and efficiency will we consider making it the default option

This approach allows us to gather valuable feedback and identify any potential issues before a full rollout. We'll be carefully monitoring user experiences, bug reports, and suggestions during this phase to ensure that the new design not only looks great but also enhances your productivity. Or at least doesn't completely destroy it.

This is going to be a lot of work. But we're committed to making this transition as smooth as possible. Our team will be working diligently to address any concerns and refine the new interface based on your input. We're committed to making this transition as smooth as possible.

A Sneak Peek

You can click on the images to view them in full size.

Key Features of Our New Design

Our main goals are:

• No major overhaul - most of the elements will stay where they are. Old habbits won't break
• Better readability and contrast - easier to work with
• Modern look and feel
• Better light and dark themes

Here's what we're doing

• New font: we're switching to Inter, a beautiful font for UI design that supports variable parameters, as in "many different styles within one font", so we can work with UI elements' hierarchy without changing the text size all the time.
• Larger overall font sizes: improving overall readability and reducing eye strain, eliminating small text entirely
• New framework: we're switching to Tailwind CSS and developing our own UI kit on top of it. Combining beautiful, well sized and readable TW defaults with our own battle-tested findings.
• Enhanced readability and scannability: optimized element spacing and line heights for easier scanning and comprehension
• Higher contrast, but lightweight appearance: Carefully selected color combinations to make important elements more distinguishable. And a cleaner interface with reduced visual clutter.
• Updated color scheme: A modern palette that maintains brand identity while improving visual appeal. Revised dark and light themes, easily switchable
• Intuitive navigation (mostly left intact) for more efficient workflows
• Subtle animations: Thoughtful motion design to provide visual feedback and guide user interactions

When?

Beta-release: end of August 2024

Full-release: end of September 2024

Full switch to the new design: End of 2024

These design improvements are aimed at enhancing user experience, increasing productivity, and ensuring Jitbit Helpdesk remains a top choice for efficient customer support management.

Stay tuned for more updates on the redesign process and how you can be among the first to experience and influence the new look of Jitbit Helpdesk. We promise it won't be too painful. Probably.