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Track-It vs Jitbit

Last Updated: November 18th, 2024

Our analysts compared Track-It 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.

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Product Basics

Track-It is a help desk software that assists organizations in managing and resolving IT issues. It provides a centralized platform for logging, tracking, and resolving incidents and service requests. The software is suitable for businesses of all sizes, particularly those with complex IT environments and a need for efficient issue management.

Key benefits of Track-It include improved issue resolution time, enhanced communication between IT support and users, and increased visibility into IT operations. Popular features include automated ticket routing, knowledge base management, and reporting and analytics. Compared to similar products, Track-It is known for its user-friendly interface, customization options, and scalability.

Pricing for Track-It varies depending on the number of users and support requirements. It is typically offered on a per-user, per-month basis.

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.

$50 Monthly

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Tailored to your specific needs

$15 Monthly

Free Trial is available →

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Tailored to your specific needs

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Mobile

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24/7 Live Support

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Product Insights

Enhanced Efficiency: Streamline your support processes with automated ticketing, ticket routing, and customizable workflows.
Improved Customer Satisfaction: Provide prompt and effective support through multiple channels, ensuring customer satisfaction and loyalty.
Increased Productivity: Empower agents with a user-friendly interface, knowledge base access, and collaboration tools to resolve issues swiftly.
Cost Reduction: Optimize resource allocation and reduce operating expenses by automating routine tasks and improving first-call resolution rates.
Data-Driven Insights: Gain valuable insights into support trends, performance metrics, and customer feedback to make informed decisions and improve service delivery.
Scalability and Flexibility: Adapt to growing support demands and integrate seamlessly with your existing systems to ensure scalability and flexibility.
Improved Collaboration: Facilitate seamless collaboration between support teams, technicians, and customers, ensuring timely issue resolution.
Enhanced Security: Protect sensitive data with robust security measures, ensuring compliance and safeguarding customer information.
Mobile Accessibility: Empower agents with mobile access to the help desk, enabling remote support and efficient issue management.
Reduced Downtime: Minimize system downtime and ensure business continuity with proactive monitoring and automated alerts.

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.

Help Desk and Ticketing: Boost customer satisfaction and resolution rates, keep workflows from falling through the cracks and reduce costs. Check and analyze the amount of IT work, time spent on workflows, priorities of open tickets and top issues impacting business.
HR and Facilities Management: Get access to tools such as Active Directory integration, a ticket timer, ticket templates, Service Level Agreements (SLAs), scheduled tickets, parent/child tickets, scheduled reports, automatic email to ticket conversion, escalations and notifications, skill routing and automatic prioritization.
Change Management: Eliminate financial loss and downtime from unapproved and unplanned changes. Use a system that efficiently tracks, requests, reviews and approves network changes through effective enforcement, review and approval automation.
Knowledge Management: Save money, efforts and time by building a database of answers and solutions with the help of lessons from previous help desk tickets.
Mobile App: Save time and improve team efficiency by adding and updating tickets while on the go.
Purchasing: Keep track of all IT-related purchases, including details such as items ordered, vendor-used equipment, part numbers, quantities, serial numbers, tax information and prices.
Self-Service: Allow customers to access the Self-Service Web Portal to submit new requests, check the status of previously submitted tickets, look for solutions to repeated problems, access asset information and reset passwords.
REST Web Service APIs: Integrate custom applications, intranet pages and other software systems with the product’s Web APIs.
Compliance Management: Import a SCAP template to the endpoint, create compliance rules and automate remediation. Manage power usage and devices, normalize software catalog, secure inventory and prepare for audits.
IT Asset Management Software: Discover endpoints with all IP addresses, manage assets and financial values, keep a check on detailed software and hardware inventory, connect and manage devices remotely, put software and patches immediately and automate critical tasks along with operational guidelines.
Patch Management: Ensure that endpoints are protected from threats and distribute patches to help enforce security policies through a centralized patch deployment tool for operating applications and systems.
Remote Management: Boost customer satisfaction by providing agents access to help desk software from anywhere with a single click so that they can offer world-class customer support regardless of their location and device availability.
Software Deployment: Deploy operating systems and software to new or existing platforms within the network. Release technicians for other tasks and help them perform efficiently and effectively.
Software License Management: Customize the software titles for tracking along with files or applications that make up software license titles. Specify the number of licenses the organization owns for each application and check how many systems on the network have each software title installed.
Dashboards and Analytics: Make report automation easy with robust dashboard reporting software and get an instant view of essential performance indicators.
Scheduled Email Reports: Optimize asset management and help desk operations by monitoring key metrics and scheduling email reports through an automated reporting process.

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

#31

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#57

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Analyst Rating Summary

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User Sentiment Summary

78%

of users recommend this product

Track-It has a 'good' User Satisfaction Rating of 78% when considering 304 user reviews from 5 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.

4.0 (60)

4.5 (19)

3.6 (85)

4.3 (48)

4.07 (71)

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4.6 (29)

3.2 (18)

5.0 (7)

Awards

Synopsis of User Ratings and Reviews

Intuitive Interface: User-friendly dashboard and customizable workflows streamline ticket management, making it easy to track and resolve issues.

Automated Workflows: Automates routine tasks such as ticket assignment, escalation, and notifications, freeing up agents to focus on complex issues.

Robust Reporting: Provides comprehensive reports and analytics that help IT teams identify trends, measure performance, and make data-driven decisions.

Extensive Integrations: Integrates with various business systems, including CRM, ERP, and monitoring tools, for seamless information exchange.

Knowledge Base Management: Allows users to create and share a centralized knowledge base, reducing ticket volume and improving self-service capabilities.

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.

Complex Interface: Track-It's interface is often criticized for being cluttered and difficult to navigate, leading to a steep learning curve and reduced productivity.

Limited Customization: While Track-It offers some customization options, users often find them insufficient for tailoring the software to their specific needs.

Lack of Automation: Track-It's automation capabilities are limited, requiring manual intervention for many tasks, which can increase workload and reduce efficiency.

Insufficient Reporting: Track-It's reporting features are often considered basic and lack the depth and flexibility needed for comprehensive data analysis.

Integration Challenges: Integrating Track-It with other systems can be complex and time-consuming, hindering collaboration and data sharing.

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.

Track-It is a user-friendly and customizable help desk software that simplifies ticket management and streamlines IT processes. Its strengths lie in its intuitive interface, robust automation capabilities, and comprehensive reporting suite. These features enable users to quickly resolve incidents, track progress, and identify areas for improvement. Compared to similar products, Track-It stands out with its customizable workflows that adapt to specific business needs, reducing manual tasks and improving efficiency. However, some users have reported occasional performance issues, particularly in large-scale environments. Additionally, the reporting functionality, while comprehensive, may require additional customization to meet specific requirements. Despite these drawbacks, Track-It remains a highly recommended solution for businesses seeking a feature-rich and scalable help desk software. Its strengths in incident management, automation, and reporting make it an ideal choice for organizations looking to streamline their IT operations and improve customer satisfaction.

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.

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FAQ

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