6 Lesser Known Helpdesk Ticketing Features Everyone Loves

We track feature usage. And as it turns out, along with the "core" helpdesk functions, like tight email integration (creates tickets from incoming emails), or "single sign-on" (authenticates users against the company's existing accounts), here's some lesser known but VERY productive help desk features our customers love:

How we migrated a 1TB database from Win to Linux with no downtime

SLA's are sadly uncommon in the SaaS space

After the recent Facebook outage I got curious how many SaaS B2B products have an actual SLA - a Service Level Agreement with a legally binding uptime commitment. Turns out SLA's are very uncommon in the SaaS space. Here's a little comparison table I compiled, just for illustration purpose.

Jitbit Helpdesk v10 On-Premise (RC)

We've just published Jitbit v10 - Release Candidate for our self-hosted customers - the next gen .NET Core based version that works on both Linux and Windows.

Jitbit is ported to .NET Core

I figured we owe this post to our customers (mostly) because of all the fluctuations we've been going through lately.

Amazon vs. the rest of the FAANG

About eight years ago someone hacked into our AWS account and launched hundreds of GPU virtual machines for cryptomining. Our monthly bill went from the regular $200 to over $50k overnight. We did not have a paid "support" plan, we were not a VIP client (on the contrary, we were two scared kids trying to grow our little SaaS). But one phone call - and the problem was solved in 10 minutes.

How Can You Support Your Agents in 2021?

Behind every successful help desk are agents who make them run.

You rely on your agents to help form the impression that customers or users get of your service, to provide genuine help when people need it and to gather and pass on valuable feedback that will help your company move forward successfully.

The Dangers of NOT Having a Help Desk

Believe it or not, a question comes up every now and then - can I get away with not having a help desk app?

Reasons Not to Outsource Customer Support

I've recently bumped into several conversations about outsourcing customer support, mostly among bootstrapped software founders who are (obviously) overwhelmed with work.

Best Practices for Tickets with no Customer Response

How should a support agent deal with unresponsive users - who create tickets and then don't respond? ITIL tells us an incident should only be closed by the user who created it. Otherwise the ticket should be put "on hold". But in reality... There's only so much you can do: