Cloud Based Support Ticket System for Customer Service Teams

A cloud based support ticket system removes the biggest headache in customer service: managing infrastructure instead of managing customers. Jitbit Helpdesk is a cloud based support ticket system that gives your team everything they need — email-to-ticket conversion, SLA automation, a knowledge base, live chat — without a single server to maintain.

Why Choose a Cloud Based Support Ticket System?

Jitbit offers both hosted (cloud) and self-hosted helpdesk versions. When customers ask which to choose, we recommend the cloud based ticket system almost every time. Here is why:

• Zero server maintenance. No performance tuning, no patching, no virus scans, no dedicated sysadmin. Jitbit handles the infrastructure so your team focuses on customers — not servers.
• Always on the latest version. We deploy fixes, improvements and new features daily. Self-hosted customers sometimes wait weeks for a release. With the cloud based system you get every update instantly.
• Same features, lower total cost. The cloud and self-hosted editions are feature-identical. Factor in server licenses and sysadmin salary and the cloud based option often costs significantly less.
• Integrates with on-premise systems. Connect to Active Directory, use Windows-integrated authentication and sync with your existing infrastructure — no compromises.

For the record, we do ship a self-hosted helpdesk ticketing system if you prefer one.

Essential Features of a Cloud Based Ticket System

A cloud based support ticket system is only as good as the features behind it. Here is what Jitbit Helpdesk delivers out of the box:

• Two-way email integration. Every email to your support mailbox automatically becomes a ticket. Replies sync both ways — customers and agents stay in the loop without leaving their inbox.
• Knowledge base and self-service portal. Deflect common questions with a customizable FAQ portal that lets customers find answers before they even open a ticket.
• Live chat. Engage website visitors in real time and convert chats into trackable tickets.
• SLA and automation engine. Define rules that auto-assign tickets, send alerts and escalate issues based on triggers and schedules — no manual oversight required.
• Full conversation history. Pull up every past interaction with any customer in seconds. No more asking customers to repeat themselves.
• Powerful full-text search. Find any ticket — open or closed — instantly across your entire support archive.
• File attachments. Jitbit imports every attachment from inbound emails directly into the ticket so nothing gets lost.

Start your free cloud based support ticket system trial today and see these features in action.

Cloud Based Ticket System vs. Self-Hosted: Security and Reliability

Jitbit offers both a traditional server-based support ticketing system and a cloud help desk. Both are excellent — otherwise we would not offer them — but we use the cloud version ourselves. Here is why security actually favors the cloud:

• Enterprise-grade hosting. Jitbit runs on Amazon Web Services datacenters — the same infrastructure trusted by governments, banks and Fortune 500 companies.
• Reduced insider risk. The most common security breaches come from within an organization. Hosting customer data on hardened AWS servers removes that vulnerability.
• Automatic daily backups. Your helpdesk database is backed up every day and the entire server is imaged to a separate machine. Read more about our hosted helpdesk backup policy.

Free Your IT Team with a Cloud Hosted Ticket System

Automating customer support is one of the fastest ways to streamline your workflow. A cloud based support ticket system means your IT department spends its time solving customer problems — not babysitting helpdesk servers.

Because Jitbit is hosted in the cloud, your team never deals with upgrades, database backups or software patches. We handle all of that behind the scenes so you can focus entirely on delivering great support.

Access Your Support Tickets from Anywhere

With a cloud based system your helpdesk is available wherever you have an internet connection — laptop, tablet or mobile phone. Respond to tickets on the go and resolve issues before they escalate.

Jitbit uses responsive design that adapts the entire interface — login screen, ticket list, knowledge base and ticket detail pages — to any screen size. Open your SaaS helpdesk on any device and get to work immediately.

Get Started with Jitbit's Cloud Based Support Ticket System

Sign up for a free trial — no credit card required — and start managing tickets in minutes. If you need more time to evaluate, we are happy to extend your trial. Thousands of support teams already rely on Jitbit to deliver faster, more organized customer service. See why.