Home > Help Desk Software > osTicket > osTicket vs Jitbit

osTicket vs Jitbit

Last Updated: November 25th, 2024

Our analysts compared osTicket vs Jitbit based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots

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Product Basics

osTicket is help desk software that streamlines support processes and enhances communication between agents and customers. It's designed for businesses of all sizes seeking an efficient way to manage support requests. Key benefits include centralized ticket management, automated workflows, and customizable reporting. Popular features encompass ticket assignment, knowledge base integration, and customer self-service options. Compared to other Help Desk Software, osTicket is generally praised for its user-friendliness, open-source nature, and cost-effectiveness.

Pricing is flexible, with a free version available for basic needs. Paid plans start at a modest monthly fee and offer additional features such as multi-channel support, SLA management, and enhanced reporting capabilities.

JitBit is a multilingual support system with basic capabilities such as ticket routing, a knowledge base, ticket filters and categorization, canned replies, an auto-responder, reporting, file attachments and asset tracking. It has native iPhone and Android programs for tablets and smartphones. The grid view shows the status of all ongoing and new cases. It also offers automation rules to define custom actions triggered by certain events. Group, merge, assign, categorize or tag tickets and add tags such as, "review," "feature request," or more.

$10/User, Monthly

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Tailored to your specific needs

$15 Monthly

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Tailored to your specific needs

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Product Assistance

Documentation

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Videos

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24/7 Live Support

Phone

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Product Insights

Seamless Ticket Management: osTicket streamlines ticket creation, tracking, and resolution, providing a centralized platform for efficient support.
Enhanced Collaboration: Facilitate teamwork with shared notes, file attachments, and internal ticket comments, fostering collaboration between support agents.
Automated Workflows: Automate repetitive tasks such as ticket assignment, escalation, and notifications, freeing up agents' time for more complex issues.
Improved Customer Satisfaction: Provide prompt and personalized support through customizable ticket forms, reducing resolution times and enhancing customer experiences.
Powerful Reporting and Analytics: Track key performance indicators, identify trends, and generate reports to optimize support processes and improve efficiency.
Increased Agent Productivity: Empower agents with tools like canned responses, knowledge base access, and customizable dashboards, maximizing their productivity.
Scalability and Flexibility: Easily adapt osTicket to growing support needs by adding agents, departments, and custom fields, ensuring a scalable solution.
Open Source and Community-Supported: Benefit from a vibrant community of developers and users who contribute to osTicket's continuous improvement and support.

Streamlined Support: Handle multiple support channels (email, live chat, phone, social media) from a centralized dashboard, providing a seamless and efficient support experience.
Enhanced Collaboration: Facilitate teamwork with built-in collaboration tools, including internal messaging, task assignment, and knowledge sharing, fostering efficient problem-solving.
Improved Ticket Management: Prioritize and track support requests effectively with customizable workflows, automated routing, and ticket escalation rules, ensuring timely and appropriate responses.
Comprehensive Reporting and Analytics: Gain valuable insights into support performance with robust reporting capabilities, including SLA adherence, agent productivity, and customer satisfaction metrics, enabling data-driven decision-making.
Increased Customer Satisfaction: Empower agents with tools to provide personalized and efficient support, leading to improved customer experiences, higher satisfaction levels, and increased loyalty.
Cost Savings and Efficiency: Automate repetitive tasks, streamline support processes, and reduce operational costs by leveraging Jitbit's powerful features, freeing up resources for strategic initiatives.
Scalability and Flexibility: Easily adapt to changing business needs with Jitbit's scalable architecture and flexible deployment options (cloud-based or on-premise), ensuring uninterrupted support as your organization grows.
Mobile Accessibility: Provide support on the go with Jitbit's mobile app, allowing agents to access and manage support requests from anywhere, anytime, enhancing responsiveness and customer satisfaction.

Centralized Help Desk: Manage all support requests from a single, organized platform, improving efficiency and reducing response times.
Multi-Channel Support: Seamlessly handle support requests via email, web forms, live chat, and phone, providing a convenient and comprehensive support experience.
Ticket Automation: Automate routine tasks such as ticket assignment, escalation, and notifications, freeing up agents to focus on more complex issues.
Knowledge Base: Empower users to find self-help resources through a comprehensive knowledge base, reducing the number of support requests and improving customer satisfaction.
Reporting and Analytics: Gain valuable insights into support performance through detailed reports and analytics, enabling data-driven decision-making and continuous improvement.
SLA Management: Set and track service level agreements (SLAs) to ensure timely and consistent support, enhancing customer trust and loyalty.
Agent Collaboration: Facilitate seamless collaboration among support agents through internal notes, private messaging, and ticket sharing, improving issue resolution efficiency.
Customization: Tailor osTicket to specific business needs by customizing workflows, fields, and branding, ensuring a tailored support experience.
Integrations: Integrate osTicket with other business tools, such as CRM, billing systems, and project management software, streamlining operations and improving data flow.
Open Source: Access the full source code of osTicket, allowing for complete control and customization, and fostering a collaborative community of developers.

Categorizing and Tagging Tickets: Assign tickets and default agents to different categories.
File Attachments: Attach screenshots, documents and PDFs to knowledge base articles and tickets.
Screen Capture: Record screens (a screenshot or a video) from the web app and upload it to the support request without any additional software.
Live Chat: Allow customers to connect with agents directly on the website right inside the "contact us" widget.
Asset Management: Track assets, assign them to tickets and users, track incident history and quickly find the asset owner.
Email Integration: Monitor the support mailbox and convert emails to tickets. Send email replies and notifications easily and quickly.
Time Tracking: Track billable hours automatically and know the amount of work done by the team.
Reports: Track different customer support metrics such as resolution time, response speed, time of day distribution and more and measure agent performance. Export performance reports to Excel and CSV.
User/Company History: See previous requests before a call.
User Permissions: Set up customized password complexity policies and security permissions to prevent customers from seeing anyone else's data.
Automated Email Assignment: Detect users emailing from the same non-free domain name and assign them to the same department.
Single Sign-On: Integrate help desk software with other apps via SAML providers such as Google Apps, ADFS and Azure AD or use simple and easy Authentication API or the built-in Google login.
Automation/Macros Engine: Set up complicated workflows with a, "if this - do that," engine and enhance the team’s efficiency.
Customizable Design: Add a personalized logo, change fonts and colors, add custom CSS and adjust how emails look by adding custom JavaScript
Custom Domain: Switch the help desk app to a personalized domain name with out-of-the-box SSL.
iOS, Android and Mobile Web UI: Use a free mobile app plus the mobile-optimized web-UI to work on screen through a mobile browser.
Search Engine: Find tickets by date, keywords, users, custom, tags and companies quickly and easily.
Integration: Integrate help desk software with 3rd-party apps, including JIRA, Slack, Dropbox, Github, Hipchat, Zapier, Harvest, SurveyMonkey, Google Drive and Asana.
Web-Based: Access the help desk system from anywhere and any device with just a browser.
Hosted or Self-Hosted: Use ticketing software online after integrating with a mailbox or server.

Product Ranking

#42

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#57

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Analyst Rating Summary

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User Sentiment Summary

86%

of users recommend this product

osTicket has a 'great' User Satisfaction Rating of 86% when considering 92 user reviews from 2 recognized software review sites.

89%

of users recommend this product

Jitbit has a 'great' User Satisfaction Rating of 89% when considering 103 user reviews from 4 recognized software review sites.

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Awards

Synopsis of User Ratings and Reviews

Customization Options: osTicket's open-source nature allows for extensive customization to meet specific business needs, such as custom fields, automated workflows, and tailored reporting.

User-Friendly Interface: Its intuitive interface and easy-to-use dashboard simplify ticket management, reducing training time for help desk staff.

Integration Capabilities: osTicket seamlessly integrates with popular CRM, email, and knowledge base systems, enhancing productivity and streamlining workflows.

Automated Ticket Routing: Automated ticket routing based on predefined rules ensures tickets are assigned to the right team or individual, reducing response times.

Robust Reporting and Analytics: Comprehensive reporting and analytics provide valuable insights into ticket trends, agent performance, and customer satisfaction, enabling data-driven decision-making.

Versatile: Supports a wide range of help desk functions, including ticketing, knowledge base, live chat, and reporting.

User-friendly: Intuitive interface and customizable dashboards make it easy to use for both agents and end-users.

Scalable: Accommodates businesses of all sizes, from startups to large enterprises.

Affordable: Flexible pricing plans tailored to different budgets and usage levels.

Reliable: 99.9% uptime ensures minimal disruptions and uninterrupted service.

Difficult Customization: Modifying osTicket's appearance and functionality requires extensive coding knowledge, limiting customization options for non-technical users.

Limited Reporting: osTicket's reporting capabilities are basic, lacking advanced filtering, sorting, and data visualization options for in-depth analysis.

Frequent Updates: osTicket releases frequent updates, which can be disruptive for businesses that rely on stability and continuity.

Lack of Native Integration: osTicket's native integrations with other business applications are limited, requiring additional plugins or manual workarounds.

Limited Mobile Support: osTicket's mobile app is limited in functionality, making it challenging for technicians to manage tickets while on the go.

Limited customization: Jitbit offers limited customization options, making it difficult to tailor the software to specific business needs.

Lack of advanced reporting: Jitbit's reporting capabilities are basic, lacking advanced features like customizable dashboards and granular data analysis.

Limited integration options: Jitbit has a limited number of pre-built integrations, making it challenging to connect with other business applications.

Steep learning curve: Jitbit's user interface can be complex, with a steep learning curve for new users.

Limited support for mobile devices: Jitbit's mobile app is not as fully featured as the desktop version, making it less convenient for remote work.

Users appreciate osTicket's user-friendly interface and customizable features, allowing them to tailor the software to their specific needs. Its open-source nature enables easy integration with other applications and provides access to a vast community for support and development. Compared to proprietary solutions, osTicket offers cost-effectiveness and flexibility, making it a compelling choice for organizations seeking a budget-friendly and adaptable help desk solution. However, some users have reported occasional performance issues, particularly when handling a high volume of tickets. Additionally, its reporting capabilities may be limited compared to more advanced solutions. Nonetheless, osTicket remains a strong option for small to mid-sized businesses and organizations with limited resources due to its ease of use, customization options, and open-source nature.

Jitbit, a cloud-based help desk software, has garnered mostly positive user reviews in the past year. Users praise its user-friendly interface, customizable features, and affordable pricing. The software's ticketing system allows users to track and manage customer inquiries efficiently, while its knowledge base and self-service portal empower customers to find solutions independently, reducing support workload. Compared to competitors like Zendesk and Freshdesk, Jitbit stands out with its intuitive design and cost-effectiveness. However, some users have noted occasional glitches and limited reporting capabilities. Jitbit's differentiating factors include its focus on simplicity and ease of use. The software's intuitive interface makes it accessible to users of all technical backgrounds. Additionally, its customizable features allow businesses to tailor the software to their specific needs. Jitbit's affordability is another key strength, making it a viable option for small businesses and startups with limited budgets. These factors make Jitbit an ideal solution for businesses seeking a user-friendly, cost-effective help desk solution that can streamline their customer support operations.

Screenshots

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FAQ

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