This announcement applies only to customers on Enterprise plans purchased before May 2018. If your helpdesk shows a notice pointing to this article, that's you. Everyone else: nothing changes.
Back in 2018 we changed how Enterprise plans are priced: 9 technicians included, plus a per-technician fee for each additional one. Customers who signed up before that change kept their original deal — unlimited technicians at their old price. We've honored that for eight years.
On October 1, 2026 we're retiring the legacy plans. Your account will move to the current pricing model — with a permanent 50% discount on the per-technician fee, as one of our earliest customers.
No action is required to stay subscribed; the switch happens automatically on those dates.
You're about to be billed per technician, so the number of active technicians matters now. Accounts that have been with us this long almost always carry technicians who no longer use the helpdesk — people who changed roles or left the company years ago. Every one you deactivate lowers your price directly.
We built a report for exactly this: Administration → Billing → "Review technician activity" (or go to /Admin/TechnicianAudit in your helpdesk). It shows every technician with their last sign-in, last reply, and 12-month activity, and flags the ones who look inactive — with a one-click deactivate button. Deactivating a technician keeps all their tickets and comment history; they just can't sign in anymore, and you can re-enable them anytime.
Your billing page (Administration → Billing) shows your current technician count and what your estimated per-technician fees would be.
It's gotten more expensive to run the product than it used to be: cloud costs have climbed 150-200% as RAM and CPU prices surged industry-wide, and AI features add a real new line item every time they're used.
And honestly the legacy deal stopped making sense and literally operates at a loss. Some legacy accounts run hundreds of technicians while paying the same flat price as a 10-person team, and the current customers effectively subsidize that. We'd rather fix it transparently — with a permanent discount that recognizes how long you've been with us — than quietly degrade the product or squeeze everyone else.
Who counts as a "technician"? Administrators, plus anyone with technician permissions in at least one category. Regular end-users who just submit tickets are unlimited and free, as always.
What happens if I do nothing? Your subscription continues, and starting with the effective date above, your bill includes the discounted per-technician fee for each technician beyond 9.
Can I switch from monthly to annual billing? Yes — annual billing is cheaper per technician ($145/year vs. $14.50×12 = $174), and the legacy discount applies there too.
Is the 50% discount really permanent? Yes. It's tied to your account, not to a time period. If you cancel and come back later, though, you'd re-subscribe at regular pricing.
The new price doesn't work for my team. What are my options? First, run the technician audit — for most accounts it cuts the number meaningfully. If it still doesn't work, email us at support@jitbit.com. A human (not a bot, not a canned reply) reads every message, and we'd genuinely rather find something that works than lose you after all these years.
Questions? Email us at support@jitbit.com — we're happy to walk through your specific numbers.