Powered by Smartsupp

FAQ · Debesis

Questions and answers

The most common questions about ticketing, call center, the AI voice assistant, rollout and costs, plus security and data protection.

Book a demoSee pricing

42questions in six topics

from €39per user per month, minimum 2 licences

EEAHosting in Poland, AI features processed in the EU

Ticketing

It brings customer requests and internal tasks into one measurable queue. Every issue becomes a ticket with a status, priority, SLA and owner. The system helps classify, delegate, track and escalate and provides KPI reports (first response and resolution time, backlog). The team works predictably and managers see workload and bottlenecks.

For customer service, complaints, field service, IT helpdesk, back office, accounting or logistics — in e-commerce, SaaS, services, manufacturing, healthcare, transport and the public sector. From a few to several hundred agents. It pays off once request volumes grow, SLAs become binding and you need one shared view of every case.

Rules recognise topic, channel and customer and assign the case to the right queue. Macros and templates shorten replies, and SLA pauses stop the clock while you wait for the customer. Automations send summaries, surveys and reminders. Integrations (CRM, store, telephony) bring context straight into the ticket, and AI reply suggestions speed up work.

A message by email, form, SMS or phone becomes a ticket with a status, priority, SLA, owner and category. Rules route it to the right team and the agent sees the full context — history, orders, payments, recordings. Escalations help with difficult cases; reports and dashboards show response and resolution times and workload.

Ticketing is the core of request handling: queues, SLAs, statuses. A helpdesk covers more — knowledge base, self-service portal, forms, service catalogue and often change and asset management in IT. In practice the terms overlap; a modern helpdesk includes full ticketing.

Email, telephony, CRM and ERP, store systems, payment providers, couriers, calendars, single sign-on, BI tools and monitoring. With the REST API and webhooks you can create and update tickets, add notes, statuses and attachments and export data for reports. All integrations

Shorter response and resolution times, better SLA compliance, happier customers, clear ownership, less switching between applications, consistent replies, automated routine work, easier staff planning and traceability. In our analysis of ten deployments, 60.6% of cases were closed without human involvement and 98.13% within the SLA (report, PL).

Call center and contact center

A call center focuses on telephony — inbound and outbound calls, queues and call statistics. A contact center adds other channels in one shared queue and agent view. Debesis combines telephony with email, SMS, forms and the customer portal in one ticketing system — with a shared contact history and consistent SLAs.

Preview (the agent sees the contact card and decides whether to call), power (the system dials the next number after each call), progressive (the pace follows the number of free agents) and predictive (the system forecasts availability and reachability and dials several numbers in parallel). Debesis offers power and predictive dialers. Marketing calls are subject to consent rules — in the Netherlands, calls to consumers generally require prior consent.

Typically CRM and ERP (recognition, history, orders), ticketing (a case after the call), store and payments (status), shipping (tracking), calendar (appointments), single sign-on, BI export and quality assurance (recording, transcription, scoring). With the REST API and webhooks you control IVR, routing and campaigns from your own applications.

Inbound: IVR, skill-based routing, SLA, dedicated contacts, after-hours announcements and VIP priority matter; you measure waiting time, first-contact resolution and abandonment. Outbound: campaigns with dialers, contact lists, dialling rules, time windows and consents; you measure reachability, success and call duration. Either way, every contact belongs in ticketing as a case.

Yes. Scripts give agents questions, checklists and suggested answers — with branches for different situations. They shorten onboarding and keep quality consistent. Good scripts use CRM data, adapt to the category and IVR result and are improved continuously with feedback from the team and QA — without stifling a natural conversation.

Scorecards measure whether calls follow your processes: greeting, identity check, analysis, data protection, summary. They give objective feedback, make coaching easier and reveal gaps in scripts. With recording and transcription, quality checks are fast and can be compared with KPIs on the dashboard.

An IVR (interactive voice response) is the voice menu that routes callers to the right queue or to self-service — order status, payment, rescheduling or a complaint. It can recognise the number (CLI), take language and VIP priority into account and offer a call-back. A well-built IVR shortens queues and takes load off agents.

Live views (wallboards) show queue load, waiting time, call duration, abandonment, agent availability and SLA. Regular reports combine first-contact resolution, quality, campaign success and productivity. With ticketing and BI integration you can analyse contact reasons, seasonality and the effect of IVR and automation; data is available by export or API.

AI voice assistant

Yes. The AI voice assistant understands Dutch, English, German and other languages, including colloquial speech and different accents. Speech synthesis and short response times keep the conversation natural. Listen for yourself.

It asks again, narrows the topic or offers the most common options, so the conversation keeps flowing. If it cannot proceed, it hands over to a person — with a summary of what has already been covered.

Yes, seven days a week. Customers reach you at night and at weekends too, and your team is relieved at peak times because the assistant takes the simple requests.

It depends on scope and integrations. Simple scenarios such as information, reminders or bookings often run within a few days; with CRM, ERP or payment integrations it takes a few weeks. The rollout runs in steps — analysis, dialogue design, testing, go-live — so you always know where the project stands.

You get an individual quote. The price depends on the number of scenarios, integrations, call volume and languages; call minutes are billed by destination country.

Yes. The assistant handles simple, recurring requests and passes complex cases to an agent — with a transcript and summary so nobody has to ask twice.

CRM, ticketing, ERP, customer databases, payment providers, booking calendars and analytics tools. So the assistant does not just talk but completes real tasks: checking order status, booking appointments, taking complaints and sending summaries by SMS or email.

Yes. Through your CRM it checks customer data, verifies identity (for example by customer number or postcode) and adapts the conversation.

Yes. For small and medium-sized companies it can act as a digital switchboard: answering calls, giving opening hours, booking appointments or transferring to the right person.

It does not replace them but takes routine work off them — order status, appointments, reminders. Agents have more time for cases that need expertise and empathy.

On silence it asks again, repeats the options or ends the call politely. If the line drops, it can send an SMS or email and offer further contact.

Irreversible actions — such as a cancellation — are only carried out after explicit confirmation. If the caller notices something is wrong, it can be corrected; on request the assistant transfers to an agent immediately.

Rollout and costs

Basic €39, Extended €49, Complete €59 net per user per month; with annual billing €36, €45 and €54. Minimum two licences. All prices

Standard onboarding is a one-off €490 and covers the standard configuration, remote team training and a dedicated contact. Additional development or integration work is quoted separately.

The contract is open-ended. The notice period is 30 days to the end of the following month, unless your contract says otherwise. Details are in the terms of service (PL).

No. Email and phone support is included in the licence — Monday to Friday, 8:00–19:00 CET, in English and Polish.

Yes. You get an empty account for 7 days, no credit card; we send your login the same day. Get access

Security and data protection

Hosting, databases and backups are in Poland, within the EEA. AI features — the voice assistant, request classification, summaries and reply suggestions — use models from external providers (including OpenAI and Google), processed in the EU. More on GDPR and data protection

Yes. For all services where we process personal data, we sign a data processing agreement under Art. 28 GDPR. The list of sub-processors is available on request.

We follow the principle of least privilege: unique user IDs, role-based permissions, regular account reviews (including privileged accounts), password policies and multi-factor authentication for administrative access. In the Extended and Complete plans users can sign in with Microsoft Entra ID — with MFA under your IT team’s policies — and password sign-in can be switched off.

Data — including personal data — is encrypted in transit and at rest; connections over public networks use TLS or VPN. Access control and logging protect integrity.

Events are collected and analysed centrally, audit logs archived and security alerts monitored continuously and handled according to a defined procedure.

Business continuity policies define recovery time and data loss objectives, with regular disaster recovery tests and backups at separate locations. Guaranteed availability is 99% per month (terms of service (PL)).

No, we do not currently hold ISO 27001 certification. We disclose our technical and organisational measures in the data processing agreement and are happy to answer your security questionnaire.

Debesis in the Netherlands

Yes. Support is in English and Polish. The AI voice assistant can talk to your customers in Dutch.

Yes. Dutch (+31) numbers are provided through partners registered as providers in the Netherlands. Existing numbers can be ported. Debesis itself is a VoIP provider licensed in Poland.

In euro, by invoice. Call minutes and SMS are billed by destination country; prices are in your quote.

Menu

From the family

Contact

About us

Debesis builds systems that automate ticket and complaint handling for companies in e-commerce, travel and hospitality, automotive, healthcare, transport and logistics, field service and IT.

Free consultation
Terms & policies

Debesis Sp. z o.o. · ul. Geodetów 176, 05-500 Piaseczno, Poland · KRS 0000418979 · VAT ID PL7931624781 · REGON 180840298 · share capital PLN 5,100.00
Imprint · © Debesis 2026 – All rights reserved