Setting up a helpdesk team

Here's a situation we hear about from customers all the time. Someone gets hired as an IT support manager. They inherit two techs, a shared inbox (or a ticketing system nobody likes), and a mandate that sounds something like "build us a proper tiered support team." They have six months to show it's working.

It's tempting to start shopping for software. But first you need to find out why everyone hates the current setup. A new ticketing system won't help much if the real problem is that nobody knows who's supposed to approve a laptop.

Do people actually use AI support?

We've analysed dozens of Reddit threads on r/sysadmin and here's what we've found: the people who run help desks for a living are not impressed. They aren't all hostile, though. Somewhere between "nobody wants this" and a vendor promising 90% deflection, a handful of admins have quietly got AI doing useful work. It just isn't the work the demos show.

Best AI helpdesk solutions in 2026

Every helpdesk vendor now sells "AI". What they actually ship differs a lot. Some offer a chatbot that answers customers before a ticket exists. Some offer a copilot that drafts replies for agents. Others hand you a platform and a consultant's invoice. The pricing models differ too: per seat, per conversation, per "resolution", or a pool of credits that nobody on the buying committee fully understands.

Jitbit Helpdesk Bot is now in the Microsoft Teams Store

Top 20 Helpdesk Interview Questions (with answers)

Help desk interviews usually test two things at once: whether you understand the technical basics, and whether you can explain those basics to a person who may already be annoyed, confused, or late for a meeting.

That combination matters. A support technician who can diagnose a network issue but makes the user feel stupid will struggle. So will a friendly person who guesses randomly at technical problems. The best candidates show both: methodical troubleshooting and calm, useful communication.

How big should your IT helpdesk team be?

How many IT people do you need for 100 employees? Or 500? Or 1,000?

We let AI answer support tickets for a week. It one-shotted 70 out of 104.

If you contacted our customer support recently, you probably talked to Lucie. She is great, but she was on vacation last week and I didn't want to deal with a lot of support tickets by myself.

SaaS update: tightening email authentication for *.jitbit.com addresses

TL;DR

We are changing SPF and DMARC handling for *.jitbit.com email addresses to "hard fail" after a wave of spoofing attacks, reach out to support if you're affected.

AI features now run on-premise

Will AI kill SaaS helpdesks?

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: