Cloud-Based Ticketing System for Customer Support | Jitbit

A cloud-based ticketing system removes the biggest headache in customer service: managing infrastructure instead of managing customers. Jitbit Helpdesk gives your team email-to-ticket conversion, SLA automation, a knowledge base and live chat, with no server to patch and no database to babysit.

Use it as a hosted support ticket system for customer service, internal IT, or both. Your team gets a secure web-based help desk that is ready in minutes, while customers submit requests by email, portal, live chat, or widget.

Why go hosted instead of on-premises?

Jitbit ships in two editions — a hosted SaaS version and a self-hosted helpdesk. When customers ask which one to pick, we recommend the hosted option almost every time:

• No servers to run. No performance tuning, patching, virus scans or dedicated sysadmin. We handle the infrastructure so your team focuses on customers.
• Always on the latest build. Fixes and new features ship daily. On-prem customers sometimes wait weeks for a release — hosted users get every update the moment it lands.
• Lower total cost. Both editions are feature-identical. Once you factor in server hardware, Windows licenses and sysadmin time, the hosted edition usually wins on price.
• Still integrates with your on-prem stack. Connect to Active Directory, use Windows-integrated authentication and sync with your existing infrastructure. You don't lose anything by moving to the cloud.

That said, if you genuinely need to keep data inside your own network, the on-premises version is right there.

For a deeper infrastructure view, see our cloud help desk software page. This page focuses on the ticketing workflow: capturing support requests, assigning them, tracking SLAs, and keeping every conversation in one place.

What's included out of the box

A hosted helpdesk is only as useful as the features behind it. Here's what Jitbit gives you from day one:

• Two-way email integration. Every email to your support mailbox turns into a ticket. Replies sync both ways so customers and agents never leave their inbox.
• Knowledge base and self-service portal. Deflect repeat questions with a customizable FAQ portal where customers can find answers before opening 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, with no manual oversight.
• Full conversation history. Pull up every past interaction with any customer in seconds. No more asking people to repeat themselves.
• Fast full-text search. Find any ticket, open or closed, instantly across your entire support archive.
• Attachments. Files attached to inbound emails land directly on the ticket. Nothing gets stranded in a mailbox.

You can start a free trial and try all of this on a live account in a couple of minutes.

Security and reliability in the cloud

We run both a traditional server-based helpdesk and a cloud helpdesk. Both are solid, but we use the hosted version ourselves. Security actually favors hosting:

• Enterprise-grade hosting. Jitbit runs on Amazon Web Services datacenters, the same infrastructure trusted by governments, banks and Fortune 500 companies.
• Less insider risk. Most breaches start inside the organization. Keeping customer data on hardened AWS infrastructure removes a whole class of exposure.
• Automatic daily backups. Your database is backed up every day and the server is imaged to a separate machine. Details in our backup policy.

Free your IT team from server babysitting

Automating support is one of the fastest ways to streamline operations. When the helpdesk lives in the cloud, your IT department spends its time solving customer problems instead of maintaining a server.

Because Jitbit is fully hosted, your team never deals with upgrades, database backups or security patches. We handle all of that behind the scenes.

Access your helpdesk from anywhere

The 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, so the login screen, ticket list, knowledge base and ticket detail pages all adapt to any screen size. Open your SaaS helpdesk on any device and get to work.

Ready to try it?

Sign up for a free trial — no credit card required — and start managing tickets in minutes. Need longer to evaluate? We'll happily extend your trial. Thousands of support teams already run their customer service on Jitbit.