Ticketing system for companies

A ticketing system is a tool for centrally registering, classifying and handling customer requests. Each inquiry goes to the right queue and receives a unique ID, which makes progress tracking and SLA management much easier.

Debesis combines helpdesk functions such as fast request handling with service desk capabilities such as service management, escalation and structured service workflows. In one panel, the team can handle emails, calls, forms and requests from the customer portal without switching applications.

The solution scales from smaller teams to large customer service or technical support operations.

Debesis works as a true omnichannel platform. It handles requests from email, phone calls including VoIP, web forms, chats, social media and the customer portal, where users can submit and track cases on their own.

Each request is assigned to a specific queue, employee or team, and the full contact history including attachments is visible in one place. CRM integration lets agents immediately see customer data, order status or service agreements.

Helpdesk focuses on day-to-day support: answering questions and resolving first-line requests such as technical issues or password resets. Core KPI metrics include TTR and FCR.

Service desk is a broader service management model that includes incident, problem and change processes. In Debesis, both layers work together so users get fast support while managers retain full visibility over SLA and service quality.

Yes. Debesis for service teams supports field requests, RMA processes and warranty service. It lets you assign cases to technicians, attach photos or device protocols and generate SLA reports for B2B contracts.

Managers can track workload and repair deadlines, while automatic notifications escalate cases when response times are at risk. Technical teams often connect the ticketing module with the customer portal so customers can track progress in real time.

In Debesis you can define SLA rules for different request types such as a 4-hour response time or a 24-hour resolution target. The platform measures time in each status and automatically warns the team when deadlines are at risk. It can also change priority or route a case to another department.

Escalations allow managers to receive email or SMS alerts, while corrective actions can be triggered automatically, for example by assigning a team lead or adding a system comment. This improves timeliness and service quality.

Yes. The Debesis analytics panel presents complete support statistics including request volume over time, average TTR, FCR, SLA breaches and active backlog. Results can be filtered by projects, customers or request categories.

Reports can be exported to CSV and XLS and are ready for BI analysis in tools such as Looker Studio or Power BI. This gives managers a real view of team workload and helps optimize processes based on data rather than intuition.

Debesis connects with CRM platforms such as Salesforce, HubSpot or Comarch, ERP systems, warehouse tools and courier services such as GLS, InPost or DPD. These integrations work through API or webhooks, which allows tickets to be created automatically based on events such as returns or deliveries.

VoIP integration lets you assign calls to tickets, record conversations and identify the caller. Emails are processed automatically so the system recognizes the topic, sender and previous request history.

Yes. Every company can start a free 14-day trial of the Debesis ticketing system with no fee and no long-term commitment. During that time we provide a complete configuration including SLA rules, queues, roles, integrations and online onboarding.

After the trial the same account can continue into production with the existing data and settings. Implementation can happen even within one day depending on scope.

Yes. Automation in Debesis removes a large share of repetitive work such as assigning requests, sending confirmations and reminders. This often leads to 20% to 50% savings in operational cost within the first months of use.

See a detailed example and cost model in the article Savings from automation, including percentage ranges and a sample calculation for 3,000 requests per month.