Software > Sales and Marketing > Help Desk, Support > HEINZELMANN Service.Desk
Helpdesk-Software / IT-Service-Management-Software


Helpdesk-Software / IT-Service-Management-Software
Demo version

Powerful full-service management software


Look for one:

  • ITSM software
  • helpdesk software
  • service desk software
  • IT service software
  • issue tracking software
  • trouble-ticketing
  • or a customer service software?

We have a solution for all requirements! Ideal for any size of company, independent of industry, inexpensive and modularly expandable! More than 150 companies are already using the HEINZELMANN.

The HEINZELMANN Service.Desk supports you, among other things, in documenting and processing requests, error messages, problems or requirements from employees or external customers in a structured manner. The software optimises and automates IT processes. It is designed for all types of tasks that require a structured process and can be mapped by a workflow.

Regardless of whether you are looking for trouble ticketing software, helpdesk software, customer service software, issue tracking software, an ITSM tool or full service management, HEINZELMANN's modular design allows it to be individually adapted to the requirements of your company.

Range of functions:

Process individualisation

  • free concept for user groups and rights
  • mapping internal and external communication
  • automatic assignment of tasks to groups, roles and persons
  • process masks extendable by user-defined fields
  • flexible display of tickets and tasks
  • workspace for users and supporters can be freely modelled
  • user-specific dashboard as start page (also for non-logged-in users)
  • extensive search functions and individual views in the ticket list
  • adaptations / customising can be carried out independently to a large extent

service quality

  • tracking of selected tickets through watch list / knowledgebase
  • e-mail notifications about ticket status to support and notifiers (individually controllable)
  • triggering actions through process steps
  • graphical representation of workflows
  • automatic ticket escalation in several definable levels according to wait time, due date or category
  • prioritisation and deferral of tickets
  • individual satisfaction and quality surveys
  • adaptation of the design to the individual CI of the company
  • individual design of tickets and reports
  • tickets can be used as proof of activity (subsequent maintenance of tickets possible)
  • WYSIWYG-Editor

Interfaces / input channels

  • multi-channel approach
  • telephony integration (TAPI)
  • input channels: self service portal, e-mail interface, call-in support
  • active directory - interface for user import and rights assignment via AD grouping

User registration possible through simple data upload from CSV files. Alternatively: Transfer of employee and device data from the FCS IT asset management solution Asset.Desk (when using both solutions together).

manual import of asset data via CSV interface

Introduction to business processes

  • can be used throughout the company (IT, HR, Facility Field Service, etc.)
  • flexible rights and category system
  • high integration capacity
  • short introduction times
  • low development costs
  • problem-free updates
  • fast ROI
  • ITIL compliant
  • coverage of ISIS12 requirements
  • on premise oder SaaS


  • standard reports / out of the box: e.g. number of incidents
  • reports can be created according to your own requirements
  • drill-down function: detailed display of aggregated data
  • specific dashboard


  • ticket registration by employees
  • ticket entry and processing via e-mail
  • categorisation of tickets on several levels
  • categorisation of tickets on several levels
  • use in the company or as a support portal for customers


  • assignment of tasks according to skills and names
  • assignment of individual orders

Directory services

  • LDAP based directory services
    (z.B. Novell E-Directory/ MS Active Directory)


  • native app for mobile devices
  • offline function
  • push-notifications

Finally, the most important thing - the advantages of HEINZELMANN Service.Desk

  • easy integration into existing systems
  • low consulting costs
  • SaaS solution in the cloud or on-premise on your own server
  • budget-friendly due to high degree of customisation
  • no hidden costs
  • solution based on modern and platform-independent web technology
  • use of the functions on a user-friendly service platform via a self-service portal
  • norms, standards and frameworks such as ITIL, ISO 9000/9001 and service design thinking or a central service catalogue can be mapped
  • promotes company-wide automation
  • digitises process flows and frees you from routine work
  • increases customer and end-user satisfaction
  • optimisation of service processes also outside IT
  • greater flexibility and agility
  • free app
  • enables synergy effects
    • ITSM & ITAM
    • ITSM & ESM
    • ITSM & Software deployment

Target groups:

  • management
  • facility management
  • EDV
  • IT
  • IT-management
  • administratoren
  • helpdesk
  • call-center
  • any size of company


  • Bundesamt für Justiz
  • Landesklinikum Waldviertel Horn
  • Kreissparkasse Melle
  • Autohaus Wolfsburg
  • uvm.
Contact information:
Mr. Bastian Brand
+49 (0) 911 810 881 0
Links & Downloads:
request URL
Request online demonstration
request meeting
Success story
request URL
Software exposé
request URL

Functions (excerpt) of HEINZELMANN Service.Desk:

order creation
Caller ID logging
Caller profiling
Call history
Call distribution
Application management
Order management
Effort estimation
Automatic device recognition
Automated messages
Tree views
User management
Report management
Inventory management
Order management
Change Requests
Configuration Management
Configuration Management Database (CMDB)
Reminder functions
Escalation mechanisms
Excel export
Remote maintenance
Device and master data grouping
Device management
Device relocations
Hardware and software management
Hardware inventory
Inventory label printing
Investment planning
IT data
IT diagrams
commercial device data
Component management
Cost centers
Cost allocation
Customer portal
LDAP connection
Lease management
Lifecycle History
Lifecycle Status Alerts
License management
Mail integration
Client management
Migration and backup wizard
Message and menu control
Network devices
Network plans
Usage and Availability
Usage rights management
Object groups
Price groups
Test badges
Push messages
Registration of mobile systems
Release planning
Remote access
Resource Management
Scanning of assets
SLA contract management
Software assets
Software licenses
SSL support
Support project management
System changes
Telephone billing
Ticket creation
Ticket history
Ticket Distribution
Ticket processing
Ticket system
Update and roll-out planning
Version management
Contract management
Knowledge databases


from 1,095.00
plus 19% VAT

Get to know the software better! Request a video appointment for a personal presentation!

Customers asked

HEINZELMANN Service.Desk is a versatile and cost-effective solution that is ideal for various industries and applications:

  • Ticket System / Helpdesk for efficient incident resolution
  • IT Service Management (ITSM) supporting:
    • Incident Management
    • Problem Management
    • Change Management
    • Release Management
    • and other ITSM processes
  • Full-Service Management for comprehensive service requirements
  • Facility Management for managing and optimizing facilities
  • Customer Care for excellent customer service
  • Human Resources for managing employee requests and processes, including popular onboarding and offboarding processes
  • Additional Services that can be customized to fit specific needs

Industries Where HEINZELMANN Service.Desk Is Used:

  • Cities and Municipalities:
    • Managing citizen requests
    • Facility management for public buildings
    • IT support for public administrations
  • Fire Departments:
    • Managing and maintaining equipment
    • Coordinating operations and training
  • Hospitals:
    • Managing patient requests
    • IT and facility management
    • Coordinating medical equipment and resources
  • Industrial Companies:
    • Maintaining and managing production equipment
    • IT support and facility management
  • Startups:
    • Flexible IT and customer support management
    • Managing internal processes and resources
  • Educational Institutions:
    • Managing IT and facility requests
    • Supporting teachers and students

Due to its cost-effectiveness and high performance, HEINZELMANN Service.Desk is widely used across different industries. Its flexible and modular structure allows companies to customize their service desk solution and pay only for the modules they need.

Discover more about the versatile applications of HEINZELMANN Service.Desk on the official website and request a free trial version.

HEINZELMANN Service.Desk stands out due to numerous awards and long-term placement on the IT best list. The renowned analyst firm techconsult by Gartner ranks it among the best service desk solutions on the market. With many accolades and customer endorsements, HEINZELMANN is considered one of the top tools for ITSM solutions in Germany.

Key Differentiators:

  1. User-Friendliness:

    • HEINZELMANN Service.Desk is known for its very high user-friendliness, significantly enhancing user efficiency and satisfaction.
  2. No High Customization Fees:

    • Unlike many competitors who charge high fees for customizations, HEINZELMANN offers flexible customization options without hidden costs.
  3. Cost:

    • Despite its high performance, HEINZELMANN is one of the more affordable tools on the market. With its modular structure, customers only pay for the functions they actually need.
  4. Excellent Support:

    • HEINZELMANN Service.Desk provides German support and is managed by a German development team. This is particularly advantageous for public administrations.
  5. Flexibility and Modularity:

    • The modular structure allows companies to customize their service desk solution and pay only for the modules they really need.

Overall, HEINZELMANN Service.Desk offers a powerful, user-friendly, and cost-effective solution for IT management, distinguished by excellent support and flexible customization options.

Yes, a free trial version of HEINZELMANN Service.Desk is available. You can request the trial version directly on the official website. Visit here for more information and to request the trial version.

HEINZELMANN Service.Desk stands out due to numerous awards and long-term placement on the IT best list. The renowned analyst firm techconsult by Gartner ranks it among the best service desk solutions on the market. With many accolades and customer reviews, HEINZELMANN is considered one of the top ITSM tools in Germany.

A standout advantage of HEINZELMANN Service.Desk is its exceptional user-friendliness. Users report significantly increased efficiency and satisfaction in their daily operations. Additionally, HEINZELMANN does not impose high customization fees, which are common with many competitors. Customizations can be made flexibly and without hidden costs.

Despite its high performance, HEINZELMANN is one of the more affordable ITSM tools on the market. Thanks to its modular structure, customers only pay for the features they actually need. This makes HEINZELMANN particularly economical and attractive for businesses of all sizes.

Another significant benefit is the excellent support. HEINZELMANN Service.Desk offers German support and is managed by an experienced German development team. This is particularly advantageous for public administrations, which often have specific requirements.

The flexibility and modularity of HEINZELMANN Service.Desk allow companies to customize their service desk solution and only pay for the modules they truly need. Overall, HEINZELMANN Service.Desk provides a powerful, user-friendly, and cost-effective solution for IT management. It stands out with excellent support, flexible customization options, and numerous awards, making it one of the best ITSM tools in Germany.

Visit the official website for more information and to request the free trial version.

Technical specifications:

SaaS, Cloud:
On-premises (local installation):
Multi-user (network-compatible):
Multi-client compatible:
The product is also available in:
specialized suppliers
for a fee
included in price
First installation (year):
number of installations:
Manufacturer based in:
not required
for a fee
Installation support:
for a fee
Dialogue language(s):
English, German
System requirements:
Compatible operating systems (runs with):
Win 11
Win 10
Win Server
Mainframe based
Unix based
Linux based
Mac OS
Mobile OSs (supports):
Old Compatible Operating Systems:
Win 8
Win 7
Win Vista
Win XP

More software of the manufacturer:


HEINZELMANN Service.Desk is listed in the following categories