Ticketing system for business — every ticket lands where it belongs.

ticketing system is a tool to capture, classify and handle customer requests centrally. Every request lands in the right queue and gets a unique number, which makes progress traceable and SLA compliance easier.

Debesis combines the functions of a helpdesk (user support, quick answers) with those of a service desk (service management, catalogues, escalations). In one interface the team handles email, calls, forms and customer portal requests without switching applications.

It scales from a small office to a large service department or technical support team.

Debesis works as a true multichannel system. It handles email, calls (VoIP, SIP systems), web forms, SMS and the Customer portal, where users create and track cases themselves.

Every request is assigned to a queue, a person or a team; the contact history and attachments are in one place. The CRM integration shows customer data, order status or service contract immediately.

Helpdesk focuses on day-to-day support — answering questions and resolving first-line requests (such as technical problems or password resets). Key metrics are TTR (response time) and FCR (share resolved at first contact).

The service desk is the extended IT service management (ITSM) model: service catalogue, incident, problem and change management. In Debesis both levels work together — users get quick help, managers full control over SLAs and service quality.

Yes. Debesis for service teams supports field service requests, RMA and warranty handling. Requests can be assigned to technicians, photos and device logs attached and SLA reports produced for B2B contracts.

Managers track workload and repair dates; when response times are exceeded the system escalates automatically. Technical teams often connect ticketing with the customer portal, where the client sees progress in real time.

In Debesis you set SLA rules per request type (e.g. 4 hours to respond, 24 hours to resolve). The platform measures time in every status and reports breaches automatically. It can also change the priority or pass the case to another department.

On escalation, managers receive alerts by email or SMS; countermeasures can start without human intervention, such as assigning an owner or adding a system comment. This noticeably improves timeliness and service quality.

Yes. Debesis reporting shows the full statistics of the service department: requests over time, average TTR, FCR, SLA breaches and the current backlog. Results can be filtered by project, customer or category.

Reports export to CSV and XLS and are ready for BI tools (Looker Studio, Power BI). Managers see the real workload and can improve processes based on data.

Debesis connects to almost any environment: CRM (Salesforce, Bitrix24), ERP, warehouse systems and couriers (GLS, DPD). All integrations run over API or webhooks, so tickets are created automatically — for example on a return status or a delivery.

The VoIP integration links calls to tickets, records them and shows the caller’s number. Emails are processed automatically: the system recognises the subject, sender and earlier cases.

Yes. Any company can try the Debesis ticketing system for 7 days free of charge and without a binding contract. During that time we provide the full configuration (SLAs, queues, roles, integrations) and online training.

After the trial the same account can continue — data and settings are kept. Onboarding on the Basic plan takes 7 to 14 days; the contract is open-ended with one month’s notice.

Automation in Debesis takes over many recurring steps — assigning requests, sending confirmations and reminders. How much that affects costs is shown by a model calculation with a range of 20 to 50% of operating costs. It is a calculation, not a measured average.