More Features

AI Integration

i‑net HelpDesk integrates AI functions in a modular fashion, enabling external AI providers to be connected to the application. You can use established AI providers like OpenAI, Gemini, and others, or install an AI provider on your network.

• Response suggestions based on ticket content and history
• AI-generated summaries for longer tickets
• Text rephrasing and rewriting
• Automatic categorization of new tickets
• Spam detection for incoming emails
• Knowledge base article creation with AI support
• Per-feature activation toggles and default provider option for ticket list AI (suggest, summarize, rewrite, KB entry creation)
• Live Support with AI assistant for visitor chat

Changes to associated users, linked tickets, fields, and field values in an open ticket are updated in real time.

Dashboard in the Tickets Application

Your own and shared dashboards can be displayed in the Tickets application. Which dashboards are visible depends on user permissions; each user can control the display of individual dashboards in the view settings.

• Ticket counts and trends
• Open vs. closed over time
• Breakdown by field with grouped statistics and heat maps
• Upcoming deadlines (calendar)
• Remaining effort
• Customer satisfaction ratings
• Response time analysis

Task Planning & Automation

Task planning allows tasks to be executed on a time-controlled or event-controlled basis. It serves as a central component of the ticket processing, and supports you with standard tasks and system maintenance.

• Time-controlled and event-controlled task execution
• Ticket triggers and automated workflows
• Serial tasks for recurring maintenance
• Asset warranty monitoring
• Automatic ticket escalation
• System backup and maintenance tasks

Knowledge Base

The knowledge base is a standalone web application seamlessly integrated into ticket processing. It organizes problem-solution pairs to answer future queries more quickly and efficiently.

• Self-service endpoint for end users
• Problem-solution pair organization
• One-click article creation from tickets (including AI-generated problem and solution descriptions)
• Task Planner action to create KB entries with AI; category can be set via dynamic placeholder
• Search functionality for quick access
• Optional AI support for content creation
• Reduced support workload through self-service

Inventory & Asset Management

The inventory solution integrated into i‑net HelpDesk is highly flexible and can be used for any type of asset. You can freely configure both asset types and fields, with assets linked to users and tickets.

• Flexible asset type configuration
• Custom field definitions
• Asset linking to users and tickets
• Authorization-controlled access
• Manual creation and data import
• Web API for programmatic access

Time Tracking & Cost Accounting

i‑net HelpDesk offers comprehensive time tracking and cost accounting functions that enable precise documentation of working hours and transparent cost control.

• Automatic time tracking with stopwatch
• Manual control and rule-based configuration
• Multi-user and multi-ticket support
• Flexible cost accounting models
• Hourly rates and flat-rate options
• Customer-specific billing

Live Support with AI

Live Support can use an AI assistant to answer visitor messages first. You configure the assistant in the Live Support settings; visitors can request to speak to a human at any time.

• Configurable provider, resource, and information sources
• Context size and extra instructions
• Handover to human agent on request or when the assistant cannot resolve the issue

Team communication with i‑net CoWork

When a ticket needs a quick clarification, a voice or video call, or a shared meeting room, i‑net HelpDesk works with i‑net CoWork so agents and colleagues can collaborate in one place - without media breaks between your ticket system and chat. Full i‑net CoWork is available in HelpDesk at no additional license beyond your product license, including CoWork Calls and Meeting Rooms.

• Chat, calls, and meeting rooms in the same communication stack as your support workflows
• Ideal for internal handoffs, triage with specialists, or short sessions with customers where a room link helps
• No separate CoWork license required for calls and meeting rooms with a valid i‑net HelpDesk license

Scalable, Customizable & Multichannel Support

i‑net HelpDesk is scalable and customizable to meet the needs of your business.

• Grows with you from small teams to large organizations
• Multichannel support: email, phone, and live chat
• Self-service forms with conditional logic to filter routine requests
• Focus your team on complex issues
• Integrate external support systems via the Web API