SaaS Helpdesk FAQ
Frequently asked questions about Jitbit SaaS Helpdesk. Can't find the answer you're looking for? Reach out to our customer support team.
- How does the AI Helpdesk work in Jitbit?
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Jitbit's AI features include automatic ticket responses based on your Knowledge Base, your website, ticket summarization, and tone improvement. Our AI Agent can even perform multi-step searches to find answers across your documentation automatically.
- Is my support data sent to third-party AI providers?
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By default, Jitbit uses local vector embeddings for its AI features, meaning your data stays on our secure servers. For generative responses, we support private instances of Claude (AWS Bedrock) and Azure OpenAI to ensure your data is never used for training external models. If you choose to use included GPT models - we have a data processing agreement signed with OpenAI to ensure your data is not stored and not used for training.
- Can I automate ticket assignments?
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Yes. Our powerful Automation Engine allows you to set "If This, Then That" rules to assign tickets, set priorities, or trigger alerts based on keywords, sender, or even sentiment analysis.
- Is Jitbit SaaS Helpdesk GDPR and HIPAA compliant?
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Yes. We offer Data Processing Agreements (DPA) for GDPR compliance and Business Associate Agreements (BAA) for HIPAA compliance. All data is encrypted at rest and in transit.
- Where is my data hosted?
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Our SaaS infrastructure is hosted on AWS (Amazon Web Services) with data centers in the US and EU. We maintain a 99.9% uptime commitment backed by our SLA.
- What is your backup and restore policy?
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We perform full daily backups of all databases and attachments. Our servers are also replicated in real-time to a secondary data center for disaster recovery. For more details, see our Backup Policy and the online documentation.
- What tools can I integrate with Jitbit?
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Jitbit integrates with dozens of tools including Microsoft Teams, Slack, Jira, GitHub, WhatsApp, and Zapier. We also offer a robust REST API for custom integrations.
- Can I use my own domain (support.mycompany.com)?
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Yes. You can easily map your own custom domain to your Jitbit instance. SSL is included automatically for all custom domains.
- Does Jitbit support Active Directory or SSO?
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Yes. We support Active Directory integration, SAML 2.0, and OpenID Connect (OIDC) for seamless Single Sign-On across your organization.
- Does the Help-Desk feature email integration?
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Yes, two-way integration is our core feature. It converts incoming emails to tickets and keeps the entire conversation thread synchronized between your helpdesk and the user's inbox.
- Can I customize the look and feel?
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Yes. You can add your logo, change header colors, and customize the CSS. We also offer a built-in Dark Mode for the agent interface.
- Can I migrate from an on-premises version to SaaS?
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Yes. We provide a full migration service to move your tickets, users, and attachments from an on-premises Jitbit installation to our SaaS cloud.
- Will I lose my trial data if I purchase?
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No. When you upgrade to a paid plan using the same email address, your trial instance is converted to a paid one, and all your existing data is preserved.
- Is there a setup fee?
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No. There are no setup fees or hidden charges. Your monthly or annual subscription covers everything.