Jitbit Helpdesk Reinvented for Better Support
About Jitbit
Jitbit provides help desk software and ticketing systems for IT and customer support teams, focusing on simplicity, speed, and affordability. They offer cloud-based and on-premise solutions, automation tools, reporting, and integrations with platforms like Slack and Jira. With mobile app support, Jitbit helps teams resolve tickets efficiently.
The challenge
Jitbit approached us for a full-scale redesign of their help desk platform to modernize outdated UX elements, including navigation, accessibility, and visual hierarchy, for thousands of users. We focused on improving readability, streamlining user flows, and enhancing mobile design, while introducing both light and dark modes for a personalized experience. Our goal was to create an intuitive, user-friendly interface that preserved core workflows while significantly improving overall usability and reducing cognitive load.
Key Obstacles:
A significant portion of users resisted change, valuing familiarity over innovation.
Complex workflows needed to remain efficient during and after the redesign.
An incremental, opt-in rollout strategy was critical for success.
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