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.
OTOBO is a web-based, user-friendly, and modular service management platform that enables you to deliver IT and departmental services, such as customer service, HR, and facility management, faster and easier. You can easily tailor OTOBO to your needs, automate service processes, and boost service quality. At the same time, you retain control over your data, reduce risks, and cut costs. (Source: otobo.io)
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’s GDPR‑compliant and hosted in Germany.
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.
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.
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.
Pricing
Tip
If you book our all‑in‑one bundle of cryForms, Email, Web hosting, and Cloud, you get 10% discount on everything (except storage and managed server) and reduced setup fees for most services.
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
Price for up to 9 employees and private individuals: €14.99 / month
Price for 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: up to 500 GiB €0.10 / month / GiB, above that €0.07 / 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).