Founder's blog

Q: What is the best open-source help desk software for Linux?

The three you'll actually encounter in production are osTicket, Zammad, and OTRS (now split into OTRS Community Edition and ((OTRS)) Community). osTicket is the longest-running - PHP/MySQL stack, battle-tested since 2003, minimal learning curve, but the UI shows its age. Zammad is the modern pick - Ruby on Rails, clean interface, built-in live chat and social-media channels, Docker-friendly deployment. OTRS is the enterprise-heavyweight option with deep ITIL workflow support, but the community edition has become harder to track over the past few years. Pick osTicket for simplicity, Zammad for a modern feel, OTRS if you genuinely need ITIL-certified process support.

Q: What's the difference between a Linux ticket system and a Linux help desk?

In practice, nothing - the terms are interchangeable. A ticket system typically emphasizes the technical data model (a queue of tickets, statuses, assignments, SLAs). A help desk emphasizes the end-to-end service workflow (portal, knowledge base, canned responses, reporting). Most modern tools cover both. If a vendor only talks about ticketing, they may be missing the knowledge-base or self-service side.

Will AI kill SaaS helpdesks?

Thu, 09 Apr 2026 04:39:25 GMT

Do we even need helpdesk software? I mean, just give an AI agent a markdown skill file with your FAQ and canned responses and let it answer tickets - right? I (obviously) gave it a lot of thought recently and here's my take:

If your entire support operation is one person answering the same three questions, congratulations, you've solved customer service. Ship it. For everyone else operating in reality - helpdesk apps do not automate support. They automate the messy human stuff around it.

Workflow state & accountability

Support isn't just answering questions - it's tracking who's answering them, who dropped the ball, and whose turn it is to care. Who owns this ticket? What's the SLA status? Did the second-line team even look at it, or did it rot in a queue for three days while everyone assumed someone else was on it?

Teams need audit trails, escalation chains, and - let's be honest - blame-able history. An AI agent can triage, prioritize, categorize, and even draft a lovely response. It cannot enforce a process across a 70-person org where half the team is in a different timezone and the other half is "working from home" (AKA "at the beach").

Nobody's ripping out a tool for that just because ChatGPT can answer "how do I reset my password?" slightly faster.

Customer data gravity

You cannot put your entire docs website + a knowledge base into a markdown file. I mean, you can. You'd just need a web crawler to index your docs, dump them into a RAG database, and build an MCP server on top. Then maybe index the old tickets so the agent can search history, and... wait, you've just built a helpdesk app. With years of ticket history. Thousands of macros and canned responses. Customer sentiment patterns. Resolution time benchmarks. That one weird workaround for that one enterprise client that nobody remembers but the system does.

That's institutional knowledge. That's training data. An AI agent starting from a markdown file has none of it. It's the new hire who didn't read the wiki - except the wiki doesn't exist yet either, because the wiki is the helpdesk history.

Compliance & trust

Enterprise buyers need GDPR compliance. Data residency. HIPAA. Audit logs that prove exactly who accessed what and when.

"I built an AI agent over the weekend and pointed it at our support email" works great for a single-founder startup, but doesn't survive a procurement review. It barely survives a security questionnaire. Actually, it doesn't survive a security questionnaire - it is the security questionnaire's nightmare scenario.

So what's the actual play

I'm not here to dismiss AI - helpdesk apps need to absorb it. Embed AI deeply into the helpdesk itself: auto-drafted responses, smart routing, ticket summarization, triage, sentiment detection. Give customers the AI benefit inside the tool they already use, so they never feel the need to replace it.

Better yet - become an MCP tool in your AI-powered org or even the orchestration layer. Let customers plug in their own AI agents, but manage them through the helpdesk. Routing rules, fallback-to-human thresholds, confidence scoring, handoff protocols. The helpdesk becomes the control plane, not the answer engine.

Which, by the way, is exactly what we're building at Jitbit.

The future isn't pure-AI support (customers will revolt) and it isn't pure-human support (too expensive). It's the helpdesk that best orchestrates humans and AI together. The markdown file crowd will figure that out eventually - right around the time their first enterprise prospect asks for an audit trail.

How We Replaced Our Entire Search Engine (with an AI writing half the code)

Mon, 23 Mar 2026 16:30:27 GMT

I've been dunking on AI pretty consistently on this blog. Partly because I'm sick of all the AI influencer "built 15 apps in a weekend" crowd. But Claude Code just did something wild for me. Had it help us rip out our entire search engine - we're talking millions and millions of records, thousands of tenants - and migrate it from SQL Server full-text search to a small embedded, in-process Lucene port. Search went from 7-8 seconds down to milliseconds.

Why now?

For context - we relied on SQL Server full-text search for years and it was... mostly fine. The way a gas station sandwich is "mostly fine" when you're starving. It worked, nobody died, we had bigger problems to deal with. But when your customers are searching across millions of records and staring at a loading spinner for 7-8 seconds - "mostly fine" stops cutting it.

I've been trying to approach this project for years and kept chickening out. Not because the search rewrite itself is hard - swapping a search provider is a weekend, maybe two. The thing that kept scaring me off was all the infrastructure around it. Dozens of one-off CLI tools for index rebuilding, compaction, deduplication, gradual rollout, health checks, verification scripts, progress reporting. Plus all the prep work - tech stack evaluation, risk analysis, benchmarking candidate libraries, planning a migration path that doesn't nuke search for thousands of paying customers at once. The kind of work that makes you reconsider your career choices.

And this is exactly where AI came in. Not for the search code itself - I wrote that (well, most of it) in an hour. But for churning out dozens of self-contained CLI tools and scripts. Each one is a small, well-defined, green-field task. Clear inputs, clear outputs, no tangled legacy context to lose track of. If you read my jQuery rant - this was the exact opposite. That was brownfield hell, context rot after three files. This was "here's a spec, write me a tool," over and over, and Claude Code absolutely crushed it.

And of course interrogating AI endlessly for subtle details like "Which folder is writable when you host ASP.NET Core in Docker? In Windows/IIS? In Linux?". How to keep RAM usage low for index writers? How to avoid locking issues when blue/green deployments overlaps?

The final reindexing job that Claude helped me write ran for 39 hours straight across all tenant data, reporting nice progress graphs and auto-fixing errors as it went. It finished and everything checked out. Weeks of the most tedious infrastructure grind imaginable, compressed into days.

Why Lucene

For the uninitiated - Lucene is what powers Elasticsearch and Solr under the hood. Except we're not running an external Elasticsearch cluster. We're running a small custom fork of Lucene .NET port directly inside our app process. No extra services, no extra config, nothing.

Stack Overflow did an almost identical migration back in 2011 (SQL Server full-text to Lucene.NET) and their reasons read like our internal planning doc:

1. Distribute the workload. Full-text search is heavy. With an embedded index, it happens right in the app process - no round-trip to the DB server, no waiting in line behind other queries.

2. Get the database off search duty. Our database is busy enough without demanding full-text queries piled on top. Pulling search out gives us headroom for actual SQL work - no more compromising between "what's good for full-text" and "what's good for everything else."

3. Better control over results. SQL Server full-text is a black box. Lucene gives you custom analyzers, field boosting, scoring tweaks - when a customer says "search isn't finding X," we can actually do something about it now.

4. No external service dependency. It's just code in our codebase, running in our process. No Elasticsearch cluster to provision, no separate infrastructure to monitor at 3 AM. A local folder for index files and that's it.

5. No new dependencies for self-hosted customers. A big chunk of Jitbit customers run our helpdesk on their own servers. "Hey, now you also need to set up and maintain an Elasticsearch cluster" - yeah, no. With an embedded library there's nothing new to install. Deploy the app, search works.

Now, the tech porn

For the developers in the room - here's what's actually running under the hood, because some of this was non-obvious.

Index-per-tenant. Each customer gets their own Lucene index. No shared index with filtering - full isolation. One tenant's index compaction or reindex doesn't touch anyone else's. On SaaS we're talking thousands of indexes. On self-hosted, a single folder.

LRU cache for IndexWriters. Lucene's IndexWriter is expensive to create - it acquires a write lock on the directory, loads segments, etc. Opening one per request would be murder. So we keep a pool of open writers in a custom LRU cache, capped at 50. When a writer gets evicted, the cache commits all changes and calls Dispose() on it automatically. In practice, 50 covers all active tenants with room to spare, and idle ones get quietly evicted.

RAM buffer tuning. Each writer's RAM buffer is set to 2MB. That sounds stingy, but it's intentional. With potentially 50 live writers, you're looking at up to 100MB of indexing buffers just sitting there. Lucene defaults are much higher. We throttled it down and compensated with debounced commits instead.

Debounced commits. We don't flush to disk on every document write - that would be slow and punishing on SSDs. Instead, every write schedules a debounced commit with a 5-second cooldown. If more writes come in, the timer resets. When things go quiet, it commits once. Batch writes during a reindex get explicit commits per chunk anyway.

Blue-green deploy safety. Lucene uses file-level write locks. During a blue-green deployment, old and new instances briefly overlap. We set WriteLockTimeout to 5000ms - Lucene polls internally every second, so this gives the new instance five attempts to acquire the lock before giving up. Usually the old pod is gone by then.

HTML sanitization before indexing. Ticket bodies come in as HTML. Indexing raw HTML means your search index is full of <div> tokens and CSS class names. We strip it with my own StripHTMLFast() (honestly I deserve a Nobel prize for this thing I wrote years ago, it uses Span<char> heavily and reads the HTML directly from the buffer stream without allocating any strings) before handing it to Lucene - both during reindex and on every incremental update. Sounds obvious, but easy to miss.

Query escaping that doesn't break power users. We escape Lucene's special characters before parsing, but deliberately preserve " (phrase search), * (wildcard), and ? (single-char wildcard). So "exact phrase" and tick* both work. If the query still fails to parse after escaping, we fall back to wrapping the whole thing in quotes as a phrase search. Customers get power-user features without needing to know Lucene syntax.

Resumable reindex. The reindex job writes a progress file after every 1000-ticket chunk, storing the last processed IssueID. If the server restarts mid-migration, it picks up from there. No starting over. On a 39-hour reindex across millions of records, that matters.

Gradual rollout gate. Old instances (created before our migration cutover ID) don't auto-init Lucene - they fall back to SQL FTS until we explicitly triggered their migration. New instances above the threshold auto-trigger a background reindex on first search. This let us roll out to new signups immediately while migrating the legacy base in a controlled batch.

OOM handling. If Lucene throws an OutOfMemoryException during a write, we catch it, evict the writer from the cache (freeing its RAM buffer), and rethrow. Better to lose in-flight writes than to leave a broken writer sitting in the pool corrupting future writes.

So yeah

Not gonna turn into one of those AI evangelists. But for the kind of tedious, well-defined infrastructure work that was blocking this migration for years - it saved me weeks, maybe months. Instead it took ONE F*CKING DAY and the 39 hours of staring at the autohealing reindexing job. The right tool for the right job and all that.

Search is fast. Database is happy. Self-hosted customers don't need to install anything new. Ship it. Over and out, I'm off to enjoy the dopamine hit

Jitbit Helpdesk Mobile v10.4: A Major Update for Power Users

Mon, 19 Jan 2026 22:02:04 GMT

We're excited to announce Jitbit Helpdesk Mobile v10.4, one of our biggest updates yet! This release brings powerful new features that make managing support tickets on the go faster and more efficient than ever.

Edit Tickets Without Leaving the App

One of our most requested features is finally here. You can now edit ticket subjects and descriptions directly from your phone or tablet. No more switching to the web interface just to fix a typo or update ticket details.

The new Edit Ticket screen lets you modify subject and description on the fly

From the ticket detail screen, tap the menu and select "Edit Ticket" to make changes instantly. We've also added the ability to merge duplicate tickets right from the same menu.

Stay on Top of Your Queue with Home Screen Widgets

For iOS users, we've added home screen widgets that display your ticket counts at a glance. See how many unclosed, unanswered, or unassigned tickets are waiting without even opening the app.

Powerful New Filtering Options

The ticket count in your header is now tappable! Tap it to see a quick breakdown of your queue:

Quick access to ticket counts and saved filters

Unclosed - All open tickets
Unanswered - Tickets awaiting your response
Unassigned - Tickets needing assignment
Handled by me - Your assigned tickets

Saved Filters

Create custom filter combinations and save them for one-tap access. Whether you have a specific category/status combination you check frequently or a custom view for escalated tickets, saved filters put them right at your fingertips.

Create Tickets from Anywhere

Our new Share Sheet integration lets you create support tickets from any app. Reading an email about an issue? Share it directly to Jitbit. See a screenshot of a bug? Share it to create a ticket instantly.

For technicians, we've also added the ability to create tickets on behalf of customers - perfect for phone support or walk-up help desk scenarios.

Rich Notification Actions

Stop opening the app for simple actions. When you receive a push notification about a ticket, you can now:

Reply directly from the notification
Close the ticket with one tap
Assign the ticket to yourself

Time Tracking Built In

Track time spent on tickets with our new time tracking feature. Log entries with notes and view the complete time history for any ticket - essential for billing and productivity reporting.

Accessibility First

We believe great software should be usable by everyone. This release includes:

iOS Dynamic Type support - The app respects your system font size preferences
Full VoiceOver and TalkBack support - All interactive elements are properly labeled
Native text selection - Copy text from tickets using standard iOS gestures

A Fresh New Look

The redesigned Settings screen with theme picker

We've given the entire app a polish pass with a refined iOS-native design system:

Redesigned most screens with modern card-based layout
Improved visual hierarchy in ticket lists
Glass-effect comment toolbar
Smoother animations throughout

Under the Hood

This release includes dozens of performance improvements and bug fixes:

Faster scrolling with FlatList optimizations
Smarter caching with LRU eviction
Fixed memory leaks in real-time features
Improved touch targets throughout
Better error recovery and retry logic

Get the Update

Version 10.4 is rolling out now on the App Store and Google Play. Update today to enjoy all these new features!

As always, we love hearing from you. If you have feedback or feature requests, reach out to us at support@jitbit.com.

Screenshots taken on iPhone 17 Pro running iOS 26

How We Dealt with the Cloudflare Outage

Wed, 19 Nov 2025 10:17:25 GMT

Or: That Time Half the Internet Died and We Didn't

So yesterday Cloudflare decided to take an unscheduled three-hour nap, and took half the internet with it. Fun times.

For context: we use Cloudflare at Jitbit to serve all our static assets - JavaScript, CSS, images, the whole shebang - through cdn.jitbit.com. When CF went down, our assets went down wtih it. And when your assets go down, nothing works, and your app looks like a GeoCities website from 1997.

Attempt #1: The "Just Turn It Off" Approach

Our first brilliant idea was simple: just disable Cloudflare proxying and serve assets directly. Turns out you can't log into the Cloudflare control panel when, you know, Cloudflare is down. Right.

Attempt #2: The API Rescue Mission

Then some absolute legend on Hacker News posted a comment explaining how to use the Cloudflare API to disable proxying if you still had an API key. Thank you, random internet hero.

Tried it. The DNS change wouldn't save. And even if it had worked, we'd still be stuck waiting for DNS propagation, which can take hours for some customeers. Meanwhile, our customers are basically staring at broken websites. Not ideal.

The Nuclear Option (that actually worked)

So we said "screw it" and decided to just move everything. All static assets. To a completely different, non-proxied domain.

Here's where past-us deserves a pat on the back: we had all our asset URLs wrapped in one nice, tidy URL resolver class. One place to change them all. This turned what could have been a nightmare into something merely annoying.

We updated the resolver, configured Nginx for another domain, hugged each other over the upcoming AWS traffic bills and pointed all 1,490 asset links (yes, I counted) to the new non-proxied domain, pushed the changes, recycled the service, and boom - we were back online.

Our customers could use our SaaS Helpdesk while half the internet continued burning for another hour and a half. I'm not saying we're heroes. But I'm also not not saying it.

Lessons Learned

1. Always have a backup plan that doesn't rely on the thing you're trying to fix being working.
2. Encapsulation isn't just a fancy programming concept - it's a "save your butt during an outage" tool.
3. The internet is held together by duct tape and prayers, and occasionally both fail at the same time.

Anyway, if you were affected by yesterday's outage and somehow found this post: we feel your pain. And if you're a Jitbit customer: you're welcome. 😎

Most Demanded Helpdesk Features, According to IT Pros

Fri, 26 Sep 2025 10:01:40 GMT

We've analyzed professional reviews, user testimonials, and forum discussions from IT professionals to identify their common pain points and what they value most in existing helpdesk solutions.

We've also investigated current trends in helpdesk and IT service management (ITSM) to establish a foundational understanding of the market.

Based on this research, we've compiled a list of the most important features for a helpdesk ticketing application in 2025. Here's what we've found:

The Strategic Imperatives for IT Service Management in 2025: A Comprehensive Report on Helpdesk Ticketing Features

click here if you prefer an interactive report instead

1. The Evolving IT Service Landscape in 2025: From Cost Center to Strategic Partner

The helpdesk ticketing landscape in 2025 is undergoing a fundamental transformation, driven by both market dynamics and a changing perception of IT's role within the enterprise. The IT Service Management (ITSM) market is poised for explosive growth, with projections estimating a rise from USD 13.58 billion in 2025 to over USD 36.78 billion by 2032, representing a Compound Annual Growth Rate (CAGR) of 15.3%. This accelerated expansion is not simply a function of increasing IT issues but is fueled by a new strategic imperative: the delivery of enhanced user experiences and value creation across the business.

The primary catalysts for this growth are the widespread adoption of AI-driven service automation, the integration of AIOps, and a broader migration to scalable, cloud-native ITSM platforms. These technological shifts are enabling IT to move beyond its traditional reactive function. A central theme for 2025 is the prioritization of the employee experience (EX), with 67% of enterprises recognizing its importance. This focus is driven by the understanding that a positive EX is a key competitive differentiator for attracting and retaining top talent. The data shows that IT leaders' work now extends far beyond traditional infrastructure, with 72% of their time spent on broader initiatives like HR-related projects and innovation, underscoring their new role as strategic partners who shape how teams connect, perform, and thrive.

A powerful relationship exists between the widespread adoption of AI, the focus on employee experience, and the heightened strategic relevance of the IT department. The IT sector has long recognized the importance of improving EX to boost overall productivity. Concurrently, the market is aggressively embracing AI as a core technology. A closer examination reveals that these two trends are causally linked. AI-powered tools directly address and alleviate the most common frustrations expressed by employees and IT professionals alike—frustrations with slow, repetitive, and manual processes. By automating routine tasks and providing instant resolutions, AI creates seamless experiences that turn moments of friction into seamless, self-service interactions. This improvement in the daily EX elevates IT's role from a reactive "help desk" to a department that "powers" employee satisfaction and productivity, thereby strengthening its value proposition to the business. This is the mechanism by which IT is transforming from a cost center into a strategic imperative.

However, a significant challenge accompanies this rapid AI adoption. While AI is a key growth driver, there is a notable gap between the recognition of AI governance needs and the actual implementation of ethical and security-focused practices. This presents a fundamental paradox: the true value of an AI-powered helpdesk is contingent not just on its features but on the IT department's data readiness and the vendor's commitment to building a transparent, auditable, and secure AI system. Without foundational strategies for clean data management and ethical AI governance, the promised benefits of advanced analytics and automation cannot be fully realized, and the organization risks potential issues related to data privacy, bias, and security breaches.

2. Core Feature Analysis: The Foundation of a Modern Helpdesk

The most valuable features for IT professionals in 2025 are those that automate mundane tasks, streamline complex workflows, and centralize communication. These foundational capabilities free agents from repetitive work, allowing them to focus on high-value, complex issues that require human expertise.

2.1. Intelligent Ticketing and Workflow Automation

Manual ticket handling is a significant source of inefficiency, leading to wasted time, delays, and an increased risk of error. Helpdesk applications must now leverage automation and AI to eliminate this friction and create more efficient operations.

Intelligent Triage, Routing, and Prioritization: A critical capability for a 2025 helpdesk is the use of AI to automatically categorize and route incoming tickets. AI models leverage natural language processing (NLP) to understand a user's intent, detect sentiment, and gauge urgency in real-time. This intelligent triage system then assigns the ticket to the most suitable agent or team, which directly addresses a major pain point for IT professionals: tickets being misrouted or needlessly escalated to the wrong person.
Collision Detection and Duplicate Merging: Simple yet crucial features like collision detection prevent multiple agents from working on the same ticket simultaneously. Automated duplicate detection and merging capabilities consolidate multiple inquiries about the same issue into a single ticket. This reduces agent frustration and ensures that communication remains organized.
Automated Task Management: A robust helpdesk application automates repetitive, time-consuming tasks. This includes setting alerts for overdue Service Level Agreements (SLAs), sending automated reminders, and adjusting ticket priority based on predefined rules. These automations are essential for ensuring that critical issues are addressed promptly and for reducing the manual workload on IT staff.

2.2. Unified Omnichannel Communication

Today's users expect to engage with IT through their preferred channels, whether email, live chat, or a collaboration platform. A modern helpdesk application must centralize all these disparate channels into a single, seamless agent workspace.

Centralized Agent Inbox: The ability for an agent to track and manage support tickets from multiple channels—including email, phone calls, social media, and chat—within a unified interface is a must-have. This eliminates the constant "app-switching" that leads to distractions and inefficiency.
In-App Ticketing (Slack/MS Teams): One of the most significant and valuable trends is the integration of ticketing directly into popular collaboration platforms. This addresses a critical pain point voiced in online forums: users avoiding the formal ticketing system by directly calling or messaging IT staff. Platforms like Wrangle and Suptask turn messages in Slack into structured tickets, complete with automated routing and status updates. This approach makes ticket creation "invisible" to the user, meeting them where they already work and simultaneously turning "Slack's chaos into a productive, prioritized list of work" for the IT agent.
Third-Party Integrations: The platform must be able to seamlessly connect with a wide range of backend and operational tools. The research highlights a strong need for integrations with project management software like Jira, customer relationship management (CRM) systems like Salesforce, and IT infrastructure monitoring solutions. This capability is essential for a consolidated platform that unifies discovery, dependency mapping, and incident workflows across the organization, eliminating data duplication and manual handoffs.

This emphasis on deep, seamless integration is directly linked to the pursuit of a tangible return on investment (ROI). By integrating workflows across different systems—for example, automatically creating a Jira issue from a helpdesk ticket—the platform eliminates manual, repetitive work and reduces friction. This streamlining of processes translates into measurable time and cost savings. This demonstrates the value of a consolidated, integrated platform approach over a collection of siloed, disconnected tools.

3. Strategic Imperatives: Features that Drive Business Value

Beyond the foundational capabilities, the most valuable helpdesk applications in 2025 offer strategic features that directly impact an organization's bottom line and position the IT department as a value driver rather than just a support function.

3.1. Advanced Self-Service and AI-Powered Deflection

Empowering users to find their own solutions is a core tenet of modern IT support. It not only enhances user satisfaction but also significantly reduces the number of inbound tickets, allowing agents to dedicate their expertise to more complex issues.

Dynamic Knowledge Bases: A static, unsearchable FAQ or knowledge base is a major pain point and a source of user frustration. The modern knowledge base must be a living, adaptive system that is easily searchable and continuously improved by AI. This technology learns from resolved tickets and customer feedback to auto-generate and refine articles, ensuring the knowledge base remains relevant and useful.
AI-Driven Chatbot Deflection: Intelligent chatbots serve as the first line of customer service triage, capable of handling routine and repetitive queries automatically. This deflection strategy ensures that human agents are available for more time-sensitive and complex issues. Platforms like Wrangle, for example, demonstrate that their AI can deflect up to 75% of common tickets by instantly leveraging a team's knowledge base.

3.2. Rich Analytics and Performance Metrics

The old adage, "what is tracked can be measured," has become a strategic imperative for IT departments seeking to demonstrate their value. For 2025, a helpdesk application must provide robust, customizable reporting that goes far beyond simple ticket counts.

Customizable Dashboards and Reporting: A one-size-fits-all dashboard is a pitfall that can hinder visibility. The most valuable platforms allow for personalized dashboards that provide real-time, role-specific views for agents, managers, and executives. This customization enables teams to focus on the metrics that matter most to their specific goals.
AI-Powered Reporting and Anomaly Detection: The most advanced helpdesk platforms utilize AI to transform raw data into actionable insights. They can proactively alert users to unusual KPI behavior, like a sudden spike in ticket volume, and use predictive analytics to anticipate potential issues before they escalate. This capability is a cornerstone of the shift from a reactive to a proactive support model.

A key market trend for 2025 is the imperative for IT to demonstrate its value to the business. This isn't merely about presenting raw data; it's about connecting performance metrics to a strategic purpose. A rich analytics suite is the tool that makes this possible. By tracking metrics like mean time to resolution (MTTR) and customer satisfaction (CSAT) and visualizing them in executive dashboards, IT leaders can demonstrate their department's direct impact on key business goals like productivity and employee retention. This enables a fundamental shift in the conversation, moving it from "How many tickets did we close?" to "How did we increase employee productivity by X% this quarter?"

The ability to move from a reactive to a proactive support model is another significant strategic shift. The concept of "predictive customer insights" and "predictive AI" is no longer a future trend but a reality for 2025. Instead of waiting for a user to report a problem, the helpdesk can use data from past interactions to anticipate and resolve issues before they even happen. This directly translates to a quantifiable reduction in inbound ticket volume, a major ROI benefit for the organization.

Table 1: Key Performance Indicators (KPIs) for the Modern Helpdesk

KPI	What it Measures	Why it Matters to an IT Leader	Features Required to Track it
First Response Time (FRT)	The speed at which a support request is first acknowledged.	A fast first response reassures customers, setting a positive tone for the entire interaction and enhancing customer satisfaction.	Automated alerts and reminders, reporting and analytics tools.
Mean Time to Resolution (MTTR)	The average time it takes to fully resolve a support ticket from start to finish.	This is a primary indicator of team efficiency and problem-solving skills. A lower MTTR correlates to less downtime and greater employee productivity.	Customizable dashboards, time tracking, reporting and analytics.
Customer Satisfaction (CSAT)	How satisfied customers are with the support they receive.	CSAT is the most direct measure of user happiness and is a key metric for proving IT's value in improving the employee experience.	Automated surveys (e.g., after ticket closure), integrated survey reports.
Escalation Rate	The frequency with which tickets are escalated to higher-level support.	A high rate can indicate gaps in team knowledge, a shortage of resources, or misrouting of tickets, providing a roadmap for process improvement and training.	Automated ticket routing, reporting and analytics on ticket handoffs and assignments.
Self-Service Adoption Rate	The percentage of users who resolve their issues using a self-service portal or knowledge base.	This metric measures the effectiveness of self-service initiatives, which are crucial for reducing inbound ticket volume and freeing up agent time.	AI-powered knowledge base, analytics that track portal usage and search queries.

4. The Enterprise Service Management (ESM) Evolution

The most significant trend for 2025 is the expansion of ITSM principles beyond the IT department to the entire organization, a strategic movement known as Enterprise Service Management (ESM). While ITSM is how IT manages its own service delivery, ESM applies these same concepts—a centralized portal, structured workflows, and robust tracking—to other business units like Human Resources (HR), Legal, Finance, and Facilities.

From ITSM to ESM: The relationship between the two is symbiotic: ESM is essentially an expansion of the already understood concept of ITSM to the broader enterprise. The IT department is uniquely positioned to champion this shift, serving as a "hero" that helps other departments solve problems, streamline processes, and enhance productivity.
ESM’s Benefits and Value Proposition:
- Breaks Down Silos: ESM creates a single, unified portal for all service requests. This clarifies which department provides a specific service and provides a consistent, 24/7 experience for employees, whether they need a new laptop from IT or a payroll change from HR.
- Cross-Functional Automation: This unified platform enables the automation of complex, cross-functional workflows that were previously manual and prone to error. A new hire onboarding process, for example, can be a single, seamless workflow that automatically notifies HR for benefits enrollment, IT for equipment provisioning, and Facilities for workspace assignment.
- Enterprise-Wide Visibility: ESM provides a unified dashboard that gives leadership real-time visibility into the performance of services across all departments. This allows for data-driven resource allocation decisions and enterprise-wide optimization based on unified metrics, a stark contrast to the siloed performance metrics of the past.

Despite the clear benefits, ESM adoption is a complex undertaking with several significant challenges. The research consistently highlights major pitfalls, including cultural resistance from departments accustomed to their own processes, confusion arising from siloed terminology (e.g., an "incident" in IT is a "case" in HR), and the technical complexity of integrating various legacy systems. A major barrier is the lack of user adoption that can occur when employees do not see the value in shifting from their familiar, albeit inefficient, workflows.

The transition to ESM is not an IT project; it is a change management project. The documented pitfalls—from cultural resistance to siloed language—are fundamentally organizational and cultural challenges. This means a helpdesk application's true value in 2025 is tied to the vendor's ability to support organizational change, not just provide a list of features. This includes offering user training strategies, providing easy-to-use no-code/low-code builders to empower non-technical teams, and providing guidance on a phased rollout that proves value early and often.

ESM serves as a strategic lever for IT's relevance. The research shows that IT leaders are taking on broader responsibilities beyond traditional IT. ESM is the platform that formalizes and supports this expanded role. By providing a single solution that solves problems and streamlines productivity for other departments, IT can position itself as a "hero" that helps the entire business. This is a critical strategic move to ensure that IT remains central and relevant in a rapidly changing business environment.

Table 2: ITSM vs. ESM: A Strategic Shift

Characteristic	Traditional ITSM Model	Modern ESM Model
Scope	Manages IT-specific services and processes (e.g., helpdesk, incident management, asset management).	Extends service management principles to all business departments (e.g., HR, Finance, Facilities, Legal).
Objective	Streamline IT service delivery, reduce costs, and resolve technical issues efficiently.	Improve the overall employee experience, break down departmental silos, and create a single, consistent service model for the entire organization.
Primary User	IT professionals and end-users with IT-related issues.	All employees across the enterprise who need to request a service from any department.
Key Benefit	Operational efficiency for the IT department, enhanced IT support quality.	Enterprise-wide consistency, cross-functional automation, and unified visibility for leadership.

5. The Non-Negotiable Requirements: Trust and Usability

No matter how advanced its feature set, a helpdesk solution in 2025 will fail if it neglects the foundational pillars of trust and usability. These elements are non-negotiable for long-term adoption and success.

5.1. Security, Data Privacy, and Compliance

With the increasing use of AI and the expansion of helpdesk applications to sensitive departments like HR and Finance, the handling of employee data is a critical concern.

AI Governance: This is a new and top-ranked trend for 2025, driven by the need for responsible AI implementation. A helpdesk platform must provide a clear framework to address the ethical use of AI, including principles of fairness, transparency, and accountability. A key feature is traceability, which links every AI-generated response back to its original data source, protecting against both misinformation and "hallucinations".
Compliance: Solutions must adhere to industry regulations and provide robust features to protect sensitive data. This includes end-to-end encryption, document-level access controls, and automated audit trails that simplify the auditing process and reduce human error.

The increasing use of AI is directly linked to a strong and emerging counter-trend of AI governance and ethics. This is a direct consequence of AI becoming more powerful and handling more sensitive data, such as HR records. The value of a helpdesk app is no longer just its ability to automate, but its ability to do so securely and transparently. For a user to trust an AI-powered platform with their personal data, the platform must provide built-in safeguards, audit trails, and the ability to trace AI-generated information back to its source, protecting against both privacy breaches and inaccurate information.

5.2. User Experience (UX) and Usability

A helpdesk application can have every advanced feature, but if it is not intuitive and easy to use, it will not be adopted, a frequent complaint found in user forums.

Simple, Streamlined Interface: The interface must be user-friendly for both agents and end-users, with intuitive navigation, a clean design, and minimal re-entry of information. A user-friendly experience ensures quick agent adoption and encourages employee use of the self-service portal.
No-Code/Low-Code Configuration: To facilitate the ESM transition and empower non-technical teams, the platform must offer a no-code workflow builder. This allows departments like HR and Finance to design and implement their own service processes without heavy IT involvement or specialized coding skills.

6. Strategic Recommendations and Vendor Checklist

The selection of a helpdesk ticketing application in 2025 is a strategic decision that extends beyond a simple feature-by-feature comparison. The most valuable solutions are those that align with a broader, long-term strategy for employee service, value demonstration, and enterprise-wide transformation.

6.1. The Strategic Blueprint

IT leaders should approach the purchasing process with a clear understanding of their current needs and a vision for the future of their department. The primary recommendation is to evaluate solutions not just on what they can do today, but on their capacity to support the inevitable shift to AI-first, enterprise-wide service management. This requires a strong focus on vendor partnership and support.

Involve Frontline Agents: Before a final decision is made, IT leaders must involve frontline agents in the demo and free trial phases. The people who will be using the tool the most are best positioned to determine if the user interface is intuitive and if the features truly solve their daily pain points.
Prioritize Enterprise-wide Value: The conversation with a vendor should move beyond a focus on ITSM alone. The discussion should center on how the application can scale to serve multiple departments, provide cross-functional visibility, and become a central part of the organization’s digital transformation.

6.2. The 2025 Vendor Evaluation Checklist

This checklist provides a comprehensive, actionable guide for selecting a helpdesk ticketing application that is poised for success in 2025 and beyond.

AI & Automation: Does the platform offer AI-powered triage, routing, and agent copilots? Can the vendor provide a clear ROI calculation for their AI features, demonstrating a quantifiable reduction in resolution times and an increase in agent efficiency?
Omnichannel & Integration: Does the platform unify all communication channels, including in-app messaging via Slack and Microsoft Teams? Does it offer native integration with key platforms like Jira and CRMs to automate cross-functional workflows?
ESM Readiness: Is the platform designed for enterprise-wide use? Does it have a no-code/low-code workflow builder that empowers non-technical teams? Can it handle complex, cross-functional requests across departments like HR and Finance?
Analytics & Reporting: Are dashboards fully customizable and role-specific? Can the platform track all key performance metrics, including FRT, CSAT, MTTR, and escalation rate? Does it offer AI-powered insights and anomaly detection?
Security & Governance: What are the vendor's policies on data privacy and security? Does the platform have a clear AI governance framework, including features like traceability and audit trails to protect against privacy breaches and misinformation?
Usability & Support: Is the user interface intuitive for both agents and end-users? Does the vendor offer a free trial, and is ongoing support and training included in the pricing model?

Stripping signatures from emails

Mon, 21 Jul 2025 10:41:39 GMT

We don't usually announce unreleased features, but we're about to ship something I've personally tried solving for years.

The problem is simple to describe and maddening to solve: how do you automatically remove signatures, logos, confidentiality footers, "follow-us-on-LinkedIn" blocks, and those 200-word GDPR disclaimers from incoming e-mails?

Over the last decade we tried:

Old-school ML models - like "least squares" support vector machine, that builds a hyperplane for classification (accuracy plateaued around "meh")
Regex soup (broke every time somebody used a different font)
Classic NLP (great at English, useless when half the ticket is in German)
Client-side JS techniques that simply extract & hide repetitive parts from reply feeds

Nothing stuck. The edge cases always outnumbered the happy path.

Enter the LLM era

Large-language models turn out to be perfect at this task. They actually understand that:

--
John Doe
VP of Something
ACME Corp
https://acme.example | @acme | [youtube] | [instagram]
[300x100 stock photo with a company motto]
CONFIDENTIAL: This e-mail... yada yada

is junk, while the paragraph above it from the customer is the real issue.

We finally collected enough labeled data to fine-tune an open-source model for this task. Right now it's already running, chewing through messages for a handful of beta SaaS accounts. Initial metrics:

94.4 % signature boundary precision
0 personal data leaves our network

Privacy baked in

Your emails never detour through OpenAI, Google, Anthropic, Misrosoft or anyone else's AI for message parsing. We have a dedicated open-source model running on a traditional server - just with an extra GPU humming along.

When can you get it?

If the last round of QA passes, we'll flip the switch by the end of this week.

Also, this feature is offered to SaaS customers only, not on-premise - since it requires an external GPU-powered microservice.

What if it makes a mistake?

In rare cases, it might unintentionally omit meaningful parts of emails. If that happens, you can always click the "More - View original email" button in the ticket to see the full, unaltered message.

Looking forward to reclaiming a few extra pixels of sanity for all of us.

AI Agent features in Jitbit Helpdesk

Mon, 05 May 2025 19:34:57 GMT

This article is a bit outdated. For all the recent AI features checkout this article

Now with smarter, self-initiated Knowledge-base search and even external docs indexing

We've quietly rolled out a new AI-powered feature in Jitbit Helpdesk that brings our support automation closer to how modern AI coding assistants work - think Cursor, Windsurf, or GitHub Copilot, but for customer support.

Until now, our AI assist tools simply worked like enhanced autocomplete: when drafting a response to a customer, we'd preload the AI with relevant knowledge-base articles as "context", hoping it would incorporate that into its reply. Useful, but limiting. What if those articles weren't exactly relevant? What if something more precise existed elsewhere?

Now, our AI acts more like an Agent. It has access to a dedicated search tool - not just static context. When a support ticket comes in and a support rep hits the "GPT - Ticket response" button, the AI actively queries your Knowledge-base for relevant information on its own. If the first search isn't fruitful, it can refine its query and try again, iteratively. The process mimics how software engineers "vibe-code" with AI tools that fetch snippets and docs on demand from vectorized knowledge bases.

The search progress and results are displayed in the AI response box, so you can see the AI working on your behalf.

A key part of this setup: we don't just index your KB-articles, in Jitbit Helpdesk KB, but also your external documentation sites, blogs, and even entire public websites. All of this can be crawled and indexed into our vector database. Recursively. Again, the AI doesn't just look inside Jitbit Helpdesk KB articles you wrote - it can search any content you've pointed it to. But that's not all: it even searches the canned responses you saved in the app! And to be clear: all vector embeddings and data stay on our servers. We don't ship your vectors off to OpenAI, Gemini, Claude, or anywhere else. Our in-house infrastructure handles the vector search locally.

Here's how it works in practice:

You ask the AI to suggest a reply to a customer's question.
The AI calls the search tool with an initial query derived from the ticket.
It fetches relevant chunks from your Knowledge-base (and optionally your external docs/blogs).
If results are thin, it tweaks the query and searches again.
It drafts a response based on the best-matching content.
Importantly: we don't send this straight to the customer. The AI's suggested reply is shown to the support rep, who can edit, discard, or send it as-is.

This approach is already producing much sharper and context-aware drafts - especially for teams with sprawling documentation spread across multiple sources.

We didn't make a lot of noise about this feature when it shipped, but it's quietly becoming one of the more impactful AI upgrades in Jitbit Helpdesk to date.

If you're curious to wire up external docs into your KB search index, ping us - we'll show you how.

-- The Jitbit team

P.S. Available in the SaaS-version only

Helpdesk Software for Linux in 2025: On-Premise Options Still Exist

Mon, 27 Jan 2025 20:21:49 GMT

Let's face it - on-premise software isn't exactly having a “moment” right now. The world's gone all-in on SaaS and cloud-based tools, and helpdesk software is no exception. Platforms like Zendesk, Freshdesk, and (yes, even our own Jitbit SaaS Helpdesk) have made it easy to manage support tickets without worrying about servers, updates, or backups.

But what if you need to keep things in-house? Maybe you've got strict data regulations, a legacy IT environment, or just a healthy distrust of the cloud. Good news: a few stubborn on-premise holdouts still exist. Let's talk Linux-friendly options.

Jitbit Helpdesk: Self-Hosted, Simple, and Linux-Ready

(Yes, we're tooting our own horn here. But we've earned it!)

Jitbit Helpdesk has been around since dinosaurs roamed the internet (okay, 2005), and our on-premise version remains a favorite for teams who want full control. Here's why Linux users love it:

Deploy your way: Run it natively on Linux or use Docker for easy containerization.
Lightweight: No need for a beastly server - it'll hum along happily behind an nginx reverse proxy.
No-nonsense setup: We promise zero “just 10 more steps!” moments.
Bonus: If you change your mind later, our SaaS version is always there.

Other Self-Hosted Helpdesk Tools for Linux

If Jitbit isn't your jam (blasphemy!), here are a few alternatives:

osTicket
- Open-source, free, and battle-tested since 2003.
- Key features: Custom ticket queues, SLA management, canned responses, and a built-in knowledge base.
- Plugins: Extend functionality with community-made plugins (think SMS integration or advanced reporting).
- Drawbacks: UI feels a bit “vintage,” and you’ll need PHP/MySQL skills for setup.
- Best for: Small teams, nonprofits, or anyone who loves free-and-open-source without frills.
HelpSpot
- Paid license (per-agent pricing), but offers a robust self-hosted option with no ongoing fees.
- Key features: Advanced reporting, collision detection (no duplicate replies!), time tracking, and multi-brand support.
- Customizable: Modify workflows, fields, and even the UI to match your team’s needs.
- Setup: Requires PHP and MySQL, but the installer is refreshingly straightforward.
- Best for: Mid-sized teams that want flexibility without SaaS subscriptions.
Zammad
- Modern, open-source, and built with Ruby on Rails.
- Key features: Shared group inboxes, live chat integration, social media support, and a slick knowledge base.
- Automation: Set up triggers, auto-reminders, and smart ticket routing.
- Community-driven: Active forums and regular updates (plus a paid cloud option if you ever switch teams).
- Setup: Docker or manual install – but prepare for a few terminal commands.
- Best for: Teams craving a fresh UI and omnichannel support (email + chat + social).

Wait, What About SaaS?

We get it - self-hosting isn't for everyone. If you're cool with cloud-based tools, check out:

Jitbit SaaS (obviously)
Freshdesk
Zendesk
HappyFox

They're low-maintenance and scale effortlessly. But hey, no hard feelings if you're team #onprem.

Final Thoughts

On-premise helpdesk software is like vinyl records - not everyone's thing, but cherished by those who need it. Whether you pick Jitbit, osTicket, or another tool, the key is finding something that bends to your workflow, not the other way around.

Got questions or war stories about self-hosting? Drop a comment below - we're all ears (and maybe a little nostalgic for the server room days).

Jitbit Helpdesk - Ticketing for teams who like options, since 2005. 🐧

Frequently asked questions

What is the best open-source help desk software for Linux?

The three you'll actually encounter in production are osTicket, Zammad, and OTRS (now split into OTRS Community Edition and ((OTRS)) Community). osTicket is the longest-running — PHP/MySQL stack, battle-tested since 2003, minimal learning curve, but the UI shows its age. Zammad is the modern pick — Ruby on Rails, clean interface, built-in live chat and social-media channels, Docker-friendly deployment. OTRS is the enterprise-heavyweight option with deep ITIL workflow support, but the community edition has become harder to track over the past few years. Pick osTicket for simplicity, Zammad for a modern feel, OTRS if you genuinely need ITIL-certified process support.

What's the difference between a Linux ticket system and a Linux help desk?

In practice, nothing — the terms are interchangeable. A "ticket system" typically emphasizes the technical data model (a queue of tickets, statuses, assignments, SLAs). A "help desk" emphasizes the end-to-end service workflow (portal, knowledge base, canned responses, reporting). Most modern tools cover both. If a vendor only talks about "ticketing," they may be missing the knowledge-base or self-service side. If they only talk about "help desk," check that the ticket model is actually flexible enough for your workflows.

Can you run a help desk natively on Linux without Docker?

Yes — but fewer vendors support it than used to. Jitbit Helpdesk runs natively on Linux on top of .NET, and osTicket and Zammad both install on Linux without containers (PHP/Apache and Ruby/Rails stacks respectively). Most other self-hosted vendors have quietly moved to Docker-only as their supported deployment, which is usually fine for ops but occasionally painful if your security team has a no-container policy.

Is a self-hosted Linux help desk cheaper than SaaS?

At low seat counts, rarely. Once you add server hosting, backups, SSL certificates, and your own time patching the OS, a $15/agent/month SaaS usually wins. At 20+ agents — especially with a per-agent SaaS pricing model — a one-time or annual self-hosted license starts to pay back. The non-monetary reasons to self-host (data residency, compliance, air-gapped networks) matter more than the math for most teams that actually choose on-prem.

Do open-source help desk tools support SLAs and automation?

Yes, all three mainstream options — osTicket, Zammad, and OTRS — support SLAs and trigger-based automation out of the box. The depth varies: Zammad has the most flexible modern automation engine, OTRS has the most ITIL-heavy process support, osTicket has the simplest rules. If you need advanced SLA reporting, SCIM user provisioning, or SSO out of the box, the paid and commercial options (including Jitbit) generally still have a feature edge.

New Design is out of beta, Old UI is no longer maintained

Wed, 02 Oct 2024 15:46:50 GMT

We're excited to announce that the open beta of our new design is finished! While you can still use the old design if you'd like, we won’t be fixing any minor bugs or adding new features to it. Going forward, the new UI will be the only version we actively support.

Where Things Stand

We've been running the open beta for a while now, gathering tons of great feedback, and making adjustments along the way. We're confident that the new design is ready for production use.

Here’s a quick look at what we’ve done so far:

Beta launch on the SaaS version (September 1st): We received an incredible amount of feedback, and it was overwhelmingly positive. Thanks to your input, we've made lots of improvements.
Beta launch on the self-hosted version (September 9th): More feedback rolled in, and we finished polishing up all the details.
Switched all anonymous users and new customers to the new design (October 1st): It's been great seeing how well the new design has been received.

As of today, we're officially wrapping up support for the old design.

Frequently Asked Questions

Are there any features missing or downgraded in the new design compared to the old one?

We don't think so! That said, some changes might feel different for certain users. For example, there are fewer tickets displayed on a single screen, but we've increased the minimum font size from 9px to 12px, making everything much easier to read and use.

On the upside, many features have been improved. Now, all pages in the app work great on mobile devices—previously, only some pages were optimized for mobile.

I really dislike the new design. Can I switch back to the old one?

We’re sorry to hear that! For now, you can continue using the old design. However, at some point in the future (most likely by the end of 2024), everyone will be moved to the new UI as we can't maintain two separate versions long-term.

We recommend giving the new design a try for at least a week. It might just be that you're more used to the old one. 😊

What exactly is happening right now?

Starting today (October 7th, 2024), we’re no longer supporting the old design. This means no more bug fixes or new features for it. The new UI is the future, and we encourage you to make the switch as soon as possible!

Helpful Resources

📄 Check out our original announcement

📖 Stay up-to-date with the latest news in our KB article

Jitbit Helpdesk: A New Look on the Horizon (Whether We Like It or Not)

Thu, 01 Aug 2024 10:32:12 GMT

We're thrilled (read: mildly terrified) to announce that a full UI redesign for Jitbit Helpdesk is finally in the works. This refresh aims to bring a more contemporary look to our platform while maintaining the efficiency and ease of use that has been our hallmark.

Embracing Change, Respecting Tradition (and Our Sanity)

For over a decade, Jitbit Helpdesk has been consistently ranked as one of the easiest-to-use ticketing apps. We have always prioritized efficiency/usability over the looks and introduced many UX tweaks over the years, but only minor design facelifts.

This approach has served us well. However, we've been listening to our users who have ever-so-gently suggested that our current interface has a somewhat dated, '90s look.

Redesigning an app with thousands of active users who have established efficient workflows based on the current design is no small feat. One design team we approached declined due to the extensive amount of work required, and another team unfortunately bowed out midway through the project. However, we're pleased to say we've found an ideal partner. We understand how crucial your productivity is, and we’re committed to ensuring that the smooth operation of your support teams remains uninterrupted.

Opt-In Model

With all this in mind, we're taking a cautious and user-centric approach to rolling out the new design. Initially, we'll be implementing an opt-in model for the redesign. This means:

Existing users will be able to choose when to switch to the new interface
We'll provide an easy way to switch back to the classic interface if needed.
Only when we're confident that the new design meets our high standards for usability and efficiency will we consider making it the default option

This approach allows us to gather valuable feedback and identify any potential issues before a full rollout. We'll be carefully monitoring user experiences, bug reports, and suggestions during this phase to ensure that the new design not only looks great but also enhances your productivity. Or at least doesn't completely destroy it.

This is going to be a lot of work. But we're committed to making this transition as smooth as possible. Our team will be working diligently to address any concerns and refine the new interface based on your input. We're committed to making this transition as smooth as possible.

A Sneak Peek

You can click on the images to view them in full size.

Key Features of Our New Design

Our main goals are:

No major overhaul - most of the elements will stay where they are. Old habbits won't break
Better readability and contrast - easier to work with
Modern look and feel
Better light and dark themes

Here's what we're doing

New font: we're switching to Inter, a beautiful font for UI design that supports variable parameters, as in "many different styles within one font", so we can work with UI elements' hierarchy without changing the text size all the time.
Larger overall font sizes: improving overall readability and reducing eye strain, eliminating small text entirely
New framework: we're switching to Tailwind CSS and developing our own UI kit on top of it. Combining beautiful, well sized and readable TW defaults with our own battle-tested findings.
Enhanced readability and scannability: optimized element spacing and line heights for easier scanning and comprehension
Higher contrast, but lightweight appearance: Carefully selected color combinations to make important elements more distinguishable. And a cleaner interface with reduced visual clutter.
Updated color scheme: A modern palette that maintains brand identity while improving visual appeal. Revised dark and light themes, easily switchable
Intuitive navigation (mostly left intact) for more efficient workflows
Subtle animations: Thoughtful motion design to provide visual feedback and guide user interactions

When?

Beta-release: end of August 2024

Full-release: end of September 2024

Full switch to the new design: End of 2024

These design improvements are aimed at enhancing user experience, increasing productivity, and ensuring Jitbit Helpdesk remains a top choice for efficient customer support management.

Stay tuned for more updates on the redesign process and how you can be among the first to experience and influence the new look of Jitbit Helpdesk. We promise it won't be too painful. Probably.