Jitbit Helpdesk

Alerts (Escalation)

Jitbit Helpdesk’s Alerts and Escalation feature automatically notifies agents or managers when support tickets remain unresolved beyond predefined time limits. This ensures timely responses and prevents service delays by escalating urgent issues. It helps maintain service level agreements and improves customer satisfaction by guaranteeing that critical cases receive immediate attention.

Automated Routing

Automated Routing in Jitbit Helpdesk assigns incoming tickets to the appropriate support team or agent based on predefined rules like issue type or customer priority. This streamlines workflow by reducing manual ticket distribution, enabling faster response times and ensuring that queries reach the best-suited personnel efficiently, enhancing overall support productivity.

Community Forums

Jitbit Helpdesk’s Community Forums provide a platform for customers and users to interact, share solutions, and seek help from peers. These forums foster collaboration and self-service support, reducing ticket volume by empowering users to resolve common issues independently, while building a knowledge-sharing community that strengthens customer engagement and satisfaction.

Contract (SLA Management)

The Contract and SLA Management feature in Jitbit Helpdesk allows organizations to define service level agreements, track compliance, and prioritize tickets accordingly. It ensures timely issue resolution by monitoring response and resolution times against contractual commitments, helping businesses maintain accountability, minimize SLA breaches, and improve the consistency of customer service delivery.

Customizable Branding

Jitbit Helpdesk offers Customizable Branding options that allow companies to tailor the appearance of their support portal, including logos, colors, and styles. This ensures a consistent brand experience for customers, enhances professionalism, and reinforces corporate identity throughout support interactions, creating a more trusted and recognizable customer service environment.

Document Storage

The Document Storage feature in Jitbit Helpdesk provides a secure space for storing files and attachments related to support tickets and knowledge base articles. This central repository facilitates quick access to important documents for agents and customers alike, streamlining issue resolution and improving collaboration within support teams.

Incident Management

Jitbit Helpdesk’s Incident Management enables the systematic tracking and resolution of incidents impacting customers. It helps support teams quickly log, categorize, and prioritize incidents, coordinating responses efficiently to minimize downtime. This structured approach improves communication, accelerates recovery, and ensures that disruptions are handled effectively.

Knowledge Base

Jitbit Helpdesk includes a Knowledge Base feature that houses articles, FAQs, and guides accessible to both customers and support agents. It empowers users to find answers independently, reducing support ticket volume while enhancing customer satisfaction. The knowledge base also supports agents with quick access to relevant information during issue resolution.

Known Issue Management

Known Issue Management in Jitbit Helpdesk tracks recurring problems by linking related tickets to a central known issue record. This helps support teams manage widespread issues more effectively, communicate workarounds, and track progress toward resolution, reducing duplicate tickets and improving overall support efficiency and customer experience.

Live Chat

Jitbit Helpdesk’s Live Chat feature enables real-time communication between customers and support agents. It offers immediate assistance, reducing resolution times and ticket backlogs. Live Chat supports multiple concurrent conversations, enhancing customer convenience and engagement by providing quick, interactive support through a direct messaging channel.

Macros (Templated Responses)

Macros in Jitbit Helpdesk provide agents with pre-written, templated responses for common inquiries. This feature speeds up communication, ensures consistency in messaging, and reduces repetitive typing. By standardizing replies, macros improve efficiency and customer experience by delivering accurate, timely answers in support interactions.

Multi-Channel Communication

Jitbit Helpdesk supports Multi-Channel Communication by integrating emails, web forms, phone calls, and live chat into a unified platform. This consolidation allows agents to manage all customer inquiries efficiently from one interface, ensuring consistent responses and faster resolution regardless of the communication channel used.

Self Service Portal

The Self Service Portal in Jitbit Helpdesk empowers customers to submit tickets, check statuses, and access a wealth of knowledge base articles independently. This reduces the support team’s workload by enabling users to find solutions and monitor their requests 24/7, enhancing customer satisfaction and streamlining overall support processes.

Social Media Integration

Jitbit Helpdesk integrates with popular social media platforms, enabling support teams to capture and respond to customer inquiries directly through social channels. This feature expands support reach, improves response times, and consolidates all communications into one platform, ensuring no customer requests are missed across diverse channels.

Surveys & Feedback

Jitbit Helpdesk’s Surveys and Feedback tools collect customer opinions after support interactions. These insights help organizations evaluate service quality, identify improvement areas, and align support strategies with customer expectations. Regular feedback drives continuous enhancement of the support experience, fostering stronger customer relationships.