Using Jitbit as a Service Desk

We frequently receive inquiries about whether our help desk software can function as a "service desk." To clarify the differences:

What is a "Service Desk"?

A Service Desk typically encompasses several management processes, including problem management, release management, change management, asset management, incident management, and a knowledge base.

What is a "Help Desk"?

In contrast, a Help Desk primarily focuses on incident management alone.

Utilizing Jitbit as a Service Desk

Jitbit Helpdesk is equipped with a built-in Knowledge Base and an Asset Management module. This framework allows you to link "assets" to "tickets" and add an indefinite number of "custom fields" to your assets, similar to how you manage your tickets. For example, if you have an asset designated as a "server," you can include fields like "Operating System," "Administrator Name," and "IP Address."

When it comes to problem management and change management, Jitbit's "ticket categories" prove to be quite beneficial. Unlike many other help desk systems, Jitbit not only supports ticket categories but also enables you to manage permissions related to these categories—both for creating new tickets and for viewing existing tickets.

Example of Change Management

Let’s illustrate this with a change management scenario. You can create a ticket category labeled "Change Management" that is restricted to administrators and relevant IT personnel, ensuring that end-users cannot submit support tickets within this category. For instance, if you need to replace a database server, you can follow these steps:

1. Create a ticket in this category titled "Replace Database Server."
2. Optionally, include a link to a previous ticket that outlines the "problem" (such as "server goes down every 12 hours"), forming a connection between the two tickets.
3. Associate the ticket with the corresponding "asset"—the database server designated for replacement.
4. Optionally, add custom fields to this ticket category, such as "Change Cost."
5. Assign a "Due Date" to the ticket to align with the scheduled change, utilizing the "Due Date Calendar" as an organized schedule for changes.
6. Implement the automation module to establish rules, such as notifying the database administrator whenever a new change request for the database server is submitted.
7. You can also configure an additional notification to be sent when the ticket reaches its "change date," which is recorded in the due date.
8. Extend the workflow by adding custom statuses to this category. In addition to the default statuses of "New," "In Process," and "Closed," you could introduce statuses like "Planning," "Pending Approval," and "Testing."

We hope this information helps you understand how Jitbit can effectively serve as a service desk solution. If you have any further questions, please feel free to reach out!