Products / Ticketing tool

At a glance: Centralize customer requests, clarify responsibilities, and track processing status, communication, and effort at any time.

Ideal for

  • Support, service, and internal teams handling recurring requests
  • Teams where no inquiry should be lost and every action must remain traceable
  • Businesses that want to assign and analyze email communication systematically

Why a ticketing tool?

A central tool for managing requests, issues, and tasks in your organization. It enables structured handling of customer inquiries, internal tasks, and support cases.

With OTOBO, the software we use, you can receive support requests by email or via a web interface and process them efficiently. Each request becomes a “ticket” that is assigned and tracked.

Professional hosting

We handle hosting, setup, and maintenance for you. You focus on your requests; we take care of the technical infrastructure and tailor OTOBO to your needs.

As OTOBO offers a wide range of features and configuration options, we’ll configure it so it fits your processes perfectly.

Like all our services, it is hosted in Germany and operated in line with GDPR requirements.

Features

Creating tickets

Tickets can be created in various ways:

  • Email: messages to a specific address automatically create new tickets or append to existing ones. Multiple addresses are possible for categorization and automation.
  • Web form: requests can be submitted via a web form.
  • Manually: agents can create tickets manually — e.g., when receiving a phone call.
Customer portal for creating and viewing own tickets

Working on tickets

Tickets are processed in a web interface. They can be categorized, prioritized, and assigned statuses. Comments and attachments support communication. Replies are sent directly via email from the interface. The entire history remains traceable and notifications keep agents informed.

Customers can reply to ticket emails to update the ticket. Alternatively, customers can log in to view their tickets — and optionally those of colleagues within their company.

Agent view to work on tickets

Effort tracking

Track time spent on tickets for documentation and billing purposes.

Persistent storage of tickets

All tickets remain stored and retrievable. Deleting tickets or single parts is not possible to ensure data integrity — aligned with GoBD requirements for traceable business processes.

Statistics and reports

Create statistics and reports on handled tickets — e.g., volume, response times, or categories.

Single Sign‑On (SSO)

Use our SSO for agent logins — one central account for most of our services.

Technical foundation

We use OTOBO, a web-based and highly adaptable service management platform. We handle installation, configuration, maintenance, and operation and tailor the system to your processes.

Pricing

Tip

Our all-in-one package gives you a 10% discount on the included services and reduced setup fees.

As expected ticket volume grows with company size, pricing is split by company size.

Ticketing tool base package

Includes hosting and administrative management.

Included services:

  • 1 email address incl. mailbox for inbound tickets and outbound replies (without own email domain)
  • 20 GiB storage for the ticketing system
  • Unlimited number of tickets
  • Regular maintenance
  • Initial configuration and customization to your needs
  • Daily backups

Up to 9 employees and private individuals: €14.99 / month

10+ employees: €29.99 / month

Setup: €99.99 one‑time

Additional email addresses

Add extra addresses for better organization. Decide whether an address uses its own mailbox or an existing one.

Price: €2.99 / month / address

Additional storage

Extend storage as needed.

Price: €0.10 / month / GiB

FAQ

How are new tickets created?

Usually via emails to a specific address; tickets can also be created manually in the system.

How are tickets processed and answered?

Agents work in a web interface, add comments/attachments, and send replies via email directly from the system.

Can tickets be deleted?

No — deletion is not possible to maintain data integrity (aligned with GoBD).

Get personal advice

Would you like to centralize requests, clarify responsibilities, and make processing transparent? We will configure the ticketing system around your workflows.

Request a consultation