We are a small IT service provider (in the personnel segment) based in southern Germany and are looking for software to use as a ticket system for communicating with our customers. The software should make it easier for us to process our customers' requests. We need software that is easy to use and clearly structured for both sides.
The ticket system should meet the following requirements:
- Emails are automatically converted into tickets
- Categorization of tickets, e.g., high priority, is possible
- Groups for departments can be created and specific tickets can then be assigned to the departments, e.g., technology
- Tickets can be assigned to responsible users
- Automatic replies, e.g., to received tickets, can be sent
- Emails can be sent from the system, and the system automatically recognizes returning messages and assigns them to the ticket - the message is automatically saved in the ticket
- Histories are stored indefinitely
- There is a database to which any number of files can be uploaded in different categories, e.g., newsletters for customers
- Contains a calendar function - here, other employees can also access their colleagues' calendars, but also enter appointments that no one else should see
- Evaluations, e.g., waiting times per ticket, chargeable tickets, etc., can be carried out.
- Tickets can be linked and merged
- Once a ticket has been closed, the support can be evaluated
- Tickets can be taken over by a substitute, e.g. when an employee is on vacation
- New tickets are automatically displayed to employees
- Templates or form letters can be stored and accessed as needed
- It is largely self-explanatory for both customers and our employees
- Offers German-language support during normal business hours
- Is cloud-based (preferably with a data center or data storage in Germany)
Five software workstations are planned. Work will be carried out in an MS Windows system environment.