i‑net HelpDeskFeatures
Intelligent Ticket Management
Manage customer requests efficiently with intelligent ticket management. Automate ticket assignment and keep track of all open requests. Gather information from related tickets or from the knowledge base using optional AI features. Get real-time insights into ticket states during multi-user collaboration.
Multichannel Support
Provide customer support across multiple channels, including email, phone and live chat. Self-service forms with conditional logic help to reduce the workload by filtering routine requests, allowing the support team to focus on complex issues. External support systems can be seamlessly integrated via the Web API.
Integrated Knowledge Base
Use the integrated knowledge base to quickly find answers to common questions. The AI assistant streamlines the creation of articles in the Tickets application with a single click. End users can easily browse the knowledge base for self-service support.
Processes & Automations
Boost team efficiency by automating routine tasks and workflows through process automation. Quick-Tickets enables support staff to create or update tickets using predefined information and actions. The Task Planner makes it easy to set up recurring tasks, too.
Reporting and Analytics
Create detailed reports and analyses to track your customer service team’s performance. Identify bottlenecks and continuously improve your processes. Ad Hoc Reporting lets you generate reports on the fly without a report designer, with the added option of AI assistance.
Scalable and Customizable
i‑net HelpDesk is scalable and customizable to meet the needs of your business. Whether you have a small team or a large company, our software grows with you.
Ticket Processing
Tickets are viewed in the Tickets application. You can create, edit and comment on tickets.
Forms
Forms are managed in the configuration. You can create new tickets or edit existing tickets.
Processes
Processes are managed in the configuration. You can create, edit and apply processes in the Tickets application.
AI Summaries
In the Tickets application, AI summaries are displayed that summarize the content of a ticket compactly.
Reporting
In the Drive application, all reports are located and can be executed directly. Alternatively, reports are created with the Ad Hoc application.
Pricing
You are responsible for the installation, backups and updates, but receive full support from us.
You receive full support from us and do not have to worry about installation, backups and updates.
Named-User License
- Ideal for small teams
- Fixed number of supporters
- Unlimited number of users to support
- Unlimited number of tickets
- Full version of i‑net HelpDesk
- Hosting in your own company network.
- Hosting on servers of i‑net software GmbH in Germany.
User License
- Ideal for teams with a limited customer base
- Fixed number of total users in the system
- Flexible distribution between supporters and users to support
- Unlimited number of tickets
- Full version of i‑net HelpDesk
- Hosting in your own company network.
- Hosting on servers of i‑net software GmbH in Germany.
All prices are exclusive of VAT.
The maintenance and support contract is optional, but recommended.
For questions about our prices or for individual offers, please contact us directly.
Frequently Asked Questions
Here you can find answers to frequently asked questions about i‑net HelpDesk. If you have any further questions, please do not hesitate to contact us. Our support team is available during business hours to answer your questions and help you solve any problems.
- How can I test i‑net HelpDesk?
You can test the software in our demo environment or download and install the software on your own
server.
If you would like a guided demonstration, please contact us via our contact form. - What support options are available? We offer email and phone support, as well as individual online sessions. Our support team is available during business hours to answer your questions and help you solve any problems. Also, we're here for you from the start, even within the test phase.
- How can I customize i‑net HelpDesk? i‑net HelpDesk is highly customizable. The ticket application allows numerous customizations and can be adapted to your needs. Additional plugins offer further functions, such as the Asset Management, Knowledge Base, Reporting. Processes and automations can be adapted to your needs and workflows.
- Does the i‑net HelpDesk support ITIL? Yes, i‑net HelpDesk supports ITIL. You can use the software to manage your ITIL processes and workflows. We offer a simple and pragmatic implementation of the "best practice" for ITIL right out of the box.
- Can I use it on smartphones and tablets? Yes, i‑net HelpDesk is also available for mobile devices. You can access all functions via the same web application to also react to customer requests on the go. Thanks to PWA technology, the application is available for all kinds of devices.
- What are the requirements? The i‑net HelpDesk web application can be used on any device with a web browser. The server can be installed on Windows, Linux, or macOS, or it can be deployed using container technologies. A database is also required, and the following are supported: MySQL, MariaDB, Oracle, and MSSQL.
For more answers, please visit our FAQ.
Documentation
Our comprehensive documentation helps you to get the most out of i‑net HelpDesk. You will find instructions, tutorials, and FAQs to help you get started. Whether you are a new user or want to use advanced functions, our documentation provides all the information you need.
The documentation is divided into various sections, including Installation, Configuration, User Administration and advanced functions. You can view the documentation online or download it as a PDF to use it offline. Our step-by-step instructions and videos will help you quickly understand and use the software. If you have any questions or problems, you can always contact our support team, who will be happy to help you.
Contact
If you have any questions or would like to find out more about i‑net HelpDesk, please do not hesitate to contact us.
In urgent cases, you can reach us by telephone at:
Our support is available from Monday to Friday between 8:00am and 5:00pm CET/CEST.