Front vs. JitBit Help Desk

I think Front is very useful for every company with multiple teams working together on different emails from clients. Not so useful if a lot of different teams need to work on a request at the same time, because when an email is sitting in multiple shared inboxes things can get messy. Also would not recommend for teams that work is individualized, as team work is the main point of Front.

Incentivized

Helps to create a continuous conversation between our team and the user. It was clean and easy to understand, training was less than a day for most newbies. Your Devs, Sales, Marketing Support, Management can all use one hub to talk to your users and gather feedback. Helped us expand our teams and realize what directions we needed to expand in. Support supports, Sales sells, Marketing markets... It's like a beautiful dance! It's hard to say that JitBit is right for you, but I can't imagine the industry that JitBit wouldn't work in. You put it in front of an employee, and they know what to do next.

Incentivized

• I call them "sticky notes" but Front calls them Comments. It's a way to collaboratively make comments on messages sent to joint inboxes for folks to coordinate a response before it goes back to the sender.
• When exchanging with someone using the Comments feature, someone can create a draft reply and then share it before it goes out. It also includes the typing indicator letting you know they are not just replying, but specifically working on a draft reply. These things are really great for individuals, or teams, that don't sit next to each other.
• Tagging. It's a fairly simple concept, but very useful for classifying notes and being able to manage, what could be, a messy inbox. Additionally, the ability to have your own personal tags really allows the user to manage their own messages in a way that works best for them.

Incentivized

• Flexibility.
• Customizability.
• Effective communication.
• Historical tracking of issues and requests.
• Reporting.

Incentivized

• Zoom Meeting Integration as there are some clients who want to have a call immediately.
• Tagging can be improved - looks scattered.
• Calendly Integration, they have their own calendar appointment but it would be good if I don't need to leave the front to set up [calendar] appointments.

Incentivized

• JitBit HelpDesk is not free. There is no free version. It would be nice if they had a free, limited version that would allow 100 tickets to get used to it before buying as it is pretty expensive, even for the lowest end implementation.
• I wish it were easy to integrate forms into. I've seen numerous questions around the Net about integrating Google Forms or creating forms.
• There is a strong push from JitBit to use the cloud version but some companies really have to use an on-premise solution.

Incentivized

We are very happy with Front and don't anticipate changing

Incentivized

It's very easy to understand and use by new customer support agents as well. Be it a technology, product, or marketing person, we have trained most of the company folks to read and respond to customer conversations in their free time with the help of the Front app. It is also easy to set up for an admin and manage his/her team with communication rules.

Incentivized

The support is good, and it's definitely prompt, but still lags when it comes to technical requirements, as I guess they are slow in developing newer features fast. So no complaints in terms of responsiveness, but yeah, at times it's not very helpful when you need certain features or are blocked on things which can't be unblocked.

Incentivized

This is something I am not familiar but it seems like it is [available] in Gmail. Thus I cannot give any feedback about it. What I am sure about is Front works for our team and I see Zoom using the service in the Customer Success Organization in a long run.

Incentivized

We've looked at several different Help Desk solutions, but the names escape me at the moment. We looked at Spiceworks and didn't find it to be bad but we didn't like the ads. There is a purchase version for about $500/year, but we still decided against it--I can't recall why. JitBit's reviews and history are both very good. And if two years worth of no issues is any indication of how well it works, then that alone speaks for itself. I have used other Help Desk applications over the past 20 years and none are perfect, but a hassle-free experience gets a gold star from me.

Incentivized

• Quality- with all the benefits given, in just matter of time, all your organization will find it familiar and less effort is needed when composing emails.
• Effectiveness- no one wants to miss an email, or never respond to a possible customer. Front will help you that. If you do not want to send that email now, you can set a timer and Front will send it for you later on.
• Simplicity- Front is not the most difficult app to handle, indeed, it is too easy to learn. From the first moment you will have a guided tour and will learn all the good things that it has for you.

Incentivized

• Our old Help Desk product was outdated so JitBit Help Desk improved our helpdesk productivity
• We can also offer help desk product to other groups besides IT
• End users are better serviced with modern product

Incentivized