Jitbit Blogs

Jitbit Helpdesk has completed the annual HIPAA audit

We are happy to announce that we have completed another annual audit. Our HIPAA compliant help desk software has passed all the security risk assessments. Here is a brief list of the things we've done during the last couple of months:

How to avoid burning out at a customer support job

As I said multiple times, customer support is a very stressful job. The best thing you can do for your productivity is to take care of your mental health. I believe this is the hardest part about the job and I struggle a lot with this.

I wanted to share a couple of tips in this post, which the Jitbit support team and I use to deal with frustration and to avoid burning out.

"Help Desk" vs "Service Desk" vs "ITSM"

The IT industry is overwhelmed with abbreviations. ITSM vs ITIL vs SaaS vs DevOPS... Sometimes even technical journalists get lost, confusing "ITSM" with a "helpdesk"... So here is how IT guys (are supposed to) see it:

How to handle negative customer feedback

Customer support is not all roses - quite often you have to deal with criticism from your customers. It’s very easy to take it personally and ruin your relationships with a client even further. How do you deal with situations like that? Here is the first thing to always remember:

Zapier Help Desk integration is released with new features

Ever since we started developing Jitbit Helpdesk, we’ve been focusing on keeping the app simple. We believe this is what makes us stand out from the competition – our help desk is not bloated with dozens of buttons, checkboxes, and features that you will never use. Jitbit Helpdesk is a product built for a single purpose – being a ticketing system for email customer support.

3 Things to Look for When Hiring for Customer Support Job

The process of hiring a new customer support rep is a very complicated subject (and that’s why I’ve been putting off writing about it for quite a while). But in the end, it all comes to picking the right candidate.

I’m not an HR manager, although I’ve hired a fair share of people, so I’m not going to write about the general questions to ask during an interview. You can find those on your own. I will focus specifically on what we are looking for in a support rep.

Survey forms in Jitbit Helpdesk

UPDATE: Jitbit now supports SurveyMonkey natively, please refer to this guide

I know, product updates & hints are so boring.

That's why we do this so very occasionally - only once in 3-6 months.

But this one is really worth posting.

How to make loyal customers

On average, loyal customers are worth up to 10 times as much as their first purchase according to White House Office of Consumer Affairs. Simply put, the more loyal customers you have, the more money your company makes.

Categorizing your Support Tickets

Categorizing support tickets is the second most important feature of almost any helpdesk ticketing system available on the market today (the first most important being ticket-tracking itself). Categories can be used for:

A 10-point Checklist for a Great Customer Support Interaction

It’s hard to stay on top of your customer support game all the time – it can get stressful, chaotic and crazy. That is why I created this checklist for myself to ensure that I’m always doing my best with every ticket.

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