Online Support Ticketing System — Streamline Customer Service

An online support ticketing system replaces scattered emails, spreadsheets and sticky notes with a single organized workflow for every customer request. Jitbit Helpdesk is an online support ticketing system built for teams that value fast setup, zero server maintenance and a customer experience that feels personal — even at scale.

If your customers reach out at 2 AM from a different time zone, they still expect a professional, responsive experience. An online support ticketing system makes that possible by capturing every request the moment it arrives, routing it to the right agent and tracking it through resolution — whether your office is open or not.

What Is an Online Support Ticketing System?

An online support ticketing system is web-based software that converts customer inquiries — sent via email, live chat or a support portal — into trackable "tickets." Each ticket records the full conversation history, file attachments, internal notes and status changes from first contact through resolution.

Because the system runs in the cloud, there is nothing to install and no servers to manage. Your team accesses the help desk through a browser on any device — laptop, tablet or mobile phone. The vendor handles infrastructure, backups and updates so your agents focus entirely on helping customers.

Core Features of Jitbit's Online Support Ticketing System

Not every online ticketing system delivers the same value. Here are the features Jitbit provides out of the box:

• Two-way email integration. Your support mailbox automatically converts every incoming email into a ticket. Replies sync both ways so customers and agents stay in the loop without leaving their inbox.
• SLA and automation engine. Define rules that auto-assign, escalate and prioritize tickets based on triggers and schedules. Automation keeps response times consistent without manual oversight.
• Knowledge base and self-service portal. Deflect common questions with a searchable FAQ portal. Customers find answers before they even open a ticket — reducing your ticket volume and freeing agents for complex issues.
• Live chat. Engage website visitors in real time and convert chats into trackable tickets with full conversation history.
• Custom branding. Use your own custom domain, logo and color scheme. Customers interact with your brand — not your vendor's — which builds trust and reinforces a professional support experience.
• Reporting and analytics. Track resolution times, agent workload, SLA compliance and customer satisfaction so you can measure and improve performance continuously.
• File attachments and asset tracking. Attach screenshots, logs and documents directly to tickets. Link tickets to IT assets so technicians see the full context at a glance.

Why Choose an Online Ticketing System over Email?

Shared email inboxes seem manageable when you handle a handful of requests per day. But as volume grows, emails get missed, threads get tangled and no one knows who is working on what. An online support ticketing system solves this by giving every request a structured lifecycle:

1. Automatic capture — Every customer email, chat message or form submission becomes a numbered ticket instantly.
2. Intelligent routing — Automation rules assign tickets to the right agent or team based on category, priority or keywords.
3. Full visibility — Managers see every open ticket, every agent's workload and every SLA deadline in a single dashboard.
4. Searchable archive — Pull up any past interaction with any customer in seconds. No more digging through email threads.
5. Accountability — Every action is logged with timestamps so you always know who did what and when.

The result is fewer dropped requests, faster resolution times and customers who feel genuinely supported — even when your team is handling hundreds of tickets per day.

Security and Reliability You Can Trust

Trusting an online support ticketing system with your customer data requires confidence in the vendor's security posture. Here is how Jitbit earns that trust:

• Enterprise-grade hosting. Jitbit runs on Amazon Web Services infrastructure — the same datacenters trusted by government agencies, banks and Fortune 500 companies.
• SSL encryption. All communications between your browser and the help desk are secured by SSL. Jitbit also supports Active Directory authentication and single sign-on so you control exactly who accesses your support data.
• Daily backups. Your helpdesk database is backed up every day and the entire server is imaged to a separate machine for disaster recovery.
• 99.9% uptime since 2006. Jitbit has maintained just two unscheduled outages lasting longer than 20 minutes since launch — a track record most cloud providers would envy.

24/7 Support for a 24/7 World

Your customers do not operate on a 9-to-5 schedule. They may be across town or across the planet, and when they need help, they expect it now. An online support ticketing system ensures that every request is captured instantly — even outside business hours — so your team can respond the moment they are available.

Jitbit's automation engine takes this further. Set up rules that send automatic acknowledgment emails, escalate high-priority tickets and notify on-call agents when urgent issues arrive after hours. Your customers always know their request has been received and is being handled.

Cloud-Hosted vs. Self-Hosted: Which Is Right for You?

Jitbit offers both a cloud-hosted help desk and a self-hosted helpdesk. Both editions share the same feature set. For most teams, the cloud-hosted online support ticketing system is the better choice:

• Zero server maintenance — No patching, no performance tuning, no dedicated sysadmin. Jitbit handles the infrastructure so your team handles customers.
• Continuous updates — We deploy fixes and new features daily through continuous deployment. Self-hosted customers wait for packaged releases.
• Lower total cost — No Windows Server licenses, no SQL Server licenses, no sysadmin salary. The hosted option almost always costs less.
• Access from anywhere — Your help desk is available wherever you have a browser. Respond to tickets from any device without a VPN or special client software.

That said, if regulatory or compliance requirements demand on-premise hosting, our self-hosted helpdesk ticketing system delivers the exact same features on your own servers.

Get Started with Jitbit's Online Support Ticketing System

Start your free trial — no credit card required — and begin 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, better-organized customer service. See why.

Further reading: online help desk software | cloud based support ticket system | hosted ticketing system | 9 reasons to choose a hosted helpdesk