Jitbit Helpdesk 2FA: how to set up an authenticator app

Jitbit Helpdesk is a ticketing system. Companies run it either as a hosted helpdesk at an address like companyABC.jitbit.com or on their own servers, and it's used by the people who answer tickets (technicians), the people who run it (administrators) and the customers or staff who file tickets (Jitbit). Two-factor authentication (2FA) in Jitbit Helpdesk is set per user, from your own profile, and it uses codes from an authenticator app on your phone. Jitbit's pages don't describe text-message or email codes as an alternative.

Jitbit recommends 2FA for technician and administrator accounts in particular (Jitbit). Your administrator can also make it mandatory for everyone (see below). This guide uses Authenticator App - Novaz on iPhone, but any authenticator app works the same way.

How we checked this guide: the Jitbit Helpdesk steps come from Jitbit's own knowledge base and product documentation, linked below, which we read on October 21, 2026. We haven't tested them on a Jitbit Helpdesk account, so a label may differ slightly. Jitbit's step-by-step article was last updated in 2017, so the screens may have changed since. The Novaz steps are checked against the app, version 1.0.5.

Before you start: SSO accounts can't use it

Jitbit says its two-factor authentication doesn't work when the helpdesk signs you in with Windows Authentication or SAML (Jitbit). If you sign in through your company's identity provider, such as Okta or Microsoft via SAML, the second step happens there, not in Jitbit. Jitbit's pages don't say how 2FA interacts with the Sign in with Google or Sign in with Microsoft buttons.

Turn on 2FA with an authenticator app

Each user does this for their own account (Jitbit):

1. Sign in to your helpdesk and click your username in the top-left corner to open your profile.
2. Click Edit.
3. Scroll to the bottom of the page and click Enable two-factor auth.
4. Jitbit shows a QR code with instructions. Its article names Google Authenticator, but the code is a standard authenticator QR code. In Novaz, tap +, then Scan QR code, and point the camera at it. If the helpdesk is open on the same iPhone, take a screenshot, tap +, then Choose a photo. See scanning a QR code on the same iPhone.
5. Type the six-digit code from Novaz into the text box and submit the form.

Jitbit's article doesn't mention a text key you can type instead of scanning, and doesn't say how often the codes change. Scanning the QR code is the safer route, because it carries the code settings to your app.

If your administrator requires 2FA

Administrators can turn on Require two-factor authentication (2FA) in the helpdesk's General Settings. Once it's on, anyone who hasn't set up 2FA yet is asked to do it as soon as they open any page in the helpdesk (Jitbit). The same screen has a Disable "remember me" option, which Jitbit suggests for HIPAA compliance.

A warning for administrators: the Shared Secret

This is the detail most likely to lock a whole team out. Jitbit says the 2FA codes depend on the helpdesk's Shared Secret, the Shared secret for remote authentication setting in General Settings. If you need to change that value, turn off two-factor authentication first. Otherwise you'll be locked out of the application (Jitbit). The same setting is used for the helpdesk's remote login feature (Jitbit), so check with whoever set that up before touching it.

No backup codes

Jitbit's pages don't mention backup or recovery codes. If you lose your phone and haven't backed up Novaz with iCloud backup or a backup file, the way back in is your helpdesk administrator (below). If you're an administrator yourself, it helps to make sure more than one person in your company has administrator rights.

If Jitbit Helpdesk rejects your code

Jitbit's help doesn't cover rejected codes. The usual cause is the iPhone's clock: go to Settings > General > Date & Time and turn on Set Automatically. Novaz also warns you when the clock is 15 seconds or more off. If your whole team suddenly gets rejected codes, ask your administrator whether the Shared Secret was changed. More causes are in Authenticator code not working?

Forgot your password

If 2FA is on for your account and you use the password reset page, Jitbit asks for your authenticator code before it sends the reset email (Jitbit). Keep Novaz handy when you reset a password.

If you lose your authenticator

Ask your helpdesk administrator. Jitbit says an administrator can turn off two-factor authentication for any user who has lost access to their phone (Jitbit). After that you can sign in with your password and set up 2FA again. Jitbit's pages don't describe what to do if the only administrator is the one who lost the phone. More in Lost the phone with your authenticator app?

Changing phones or turning 2FA off

To turn it off yourself, click Disable two-factor auth on your user profile page (Jitbit). Jitbit doesn't describe a separate way to move 2FA to a new phone, so the simplest route is to turn it off while you can still sign in, then turn it on again and scan the new QR code on the new phone. If your administrator requires 2FA, you'll be asked to set it up again right away. With a Novaz iCloud backup or backup file, you can skip this and restore the entry on the new iPhone. See How to transfer your authenticator app to a new iPhone.

Official Jitbit Helpdesk help

• Two-factor authentication
• General Helpdesk Settings
• Password reminder
• Helpdesk Login Page