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:

Use Ticket Tagging to Supercharge Your Team

Tagging is the bane of many support teams' existence. Do you do it manually? Use Zapier to build automated tagging? Use a dedicated tool to tag tickets based on customer sentiment? Set up daily reminders to make sure tagging actually happens? There are so many options—it can feel overwhelming!

Product update: Security and Privacy in Jitbit Helpdesk

Privacy and security of our customers are our topmost priority. Here's what we've been busy with lately:

5 Customer Service Trends for 2021

In the world of help desk software, we always want to stay on top of what’s happening in customer service.

Why It's Time to Trade in Your Shared Inbox for a Ticketing System

Are you still using a shared inbox for the help desk or support function?

It’s common for businesses to implement a shared inbox during the early stages, especially while their operation is still small. Shared inboxes can work while you’re still small enough to manage volumes, but often start to fall apart as you get busier.