i‑net HelpDesk

1 Introduction

Support organizations face the challenge of efficiently handling increasing volumes of inquiries while dealing with limited resources. While many helpdesk solutions involve complex configurations and lengthy implementation phases, i‑net HelpDesk takes a pragmatic approach: The solution is designed to be flexibly adapted to different scenarios and business requirements - from simple IT support processes to complex workflow management systems.

i‑net HelpDesk is fully functional immediately after installation, without on-site consulting or a lengthy project phase. Only an additional database connection is required. You can log in immediately and start processing tickets. The solution has been developed over decades in close cooperation with a large user community and offers ready-to-use functions without lengthy consulting. The free trial is accompanied by experienced consultants who will help you set up and offer a live demo.

Below, you can learn how i‑net HelpDesk addresses specific support challenges and what practical advantages the platform offers for various use cases.

1.1 About i‑net HelpDesk

i‑net HelpDesk differs from other solutions in its pragmatic approach to support automation. Instead of imposing rigid processes, the platform offers flexible tools that can be adapted to existing workflows and various business requirements. This philosophy makes i‑net HelpDesk particularly valuable for:

• IT departments: From small teams to large organizations that need structured ticket processing
• Customer service teams: External customer support with professional workflow management functions
• Internal processes: Workflow automation for recurring business processes
• Compliance-oriented industries: Regulated industries with audit requirements

The platform goes far beyond pure ticket management. With optional AI integration, support staff can benefit from intelligent response suggestions and automatic categorization. Comprehensive reporting with i‑net Clear Reports integration enables data-driven decisions, while task scheduling automates recurring processes.

Technically implemented as a fully web-based application, i‑net HelpDesk offers various deployment options: on-premises in your network, as a hosted solution, or integrated into existing systems. The modular architecture enables targeted customization without complexity.

A special focus is placed on immediate usability: many functions are ready to use right away. Support and personal guidance are included in the free trial.

1.2 About Us

Based in Berlin, i‑net software GmbH is a reliable provider of Java-based software solutions with over 25 years of experience in the industry. Our product portfolio includes tools for reporting, helpdesk, data integration, document comparison, and GDPR-compliant team communication, which are used worldwide.

At the heart of our company is a commitment to technical excellence, long-term product quality, and customer satisfaction. Our experienced team of developers, designers, and consultants is passionate about ensuring that our software remains robust, user-friendly, and relevant to today’s business challenges.

Our support team works hard to find the right solution for every customer. Software security plays a crucial role in our development process, and we implement “Made in Germany” standards to ensure quality.

2 Features

2.1 Core functions of the ticket system

2.1.1 Ticket processing

The “Tickets” application is the center of ticket processing by support staff. Due to the user role concept, the application is also the central working environment for dispatchers and end users.

2.1.2 Ticket processing workflow

The typical ticket processing workflow in i‑net HelpDesk follows a structured 3-step process:

• 1. Request receipt: Customers or end users submit requests - by phone, email, form, or via the end user client.

• 2. Dispatcher pre-sorting: A dispatcher receives the request, adds additional information if necessary, and forwards it as a ticket to a resource for processing. This can also be done automatically.

• 3. Processing: The resource employee takes over processing until the ticket is completely resolved. Processing can be carried out in several steps, the ticket can be assigned to other users/resources through manual escalation, and subtasks can be defined via processes. After closing, the ticket can be reactivated for further processing at any time.

Whether for internal or external customer support, tickets are usually processed by support staff in several individual steps in the ticket application until they are completely closed. New tickets can also be created in the application by the supporter. Depending on the area of application, new tickets can also be created by end users. The ticket application with a smaller range of functions is available for this purpose. Other frequently used methods for creating tickets include receipt via email, filling out forms, or the developer-oriented web API.

In the overview, support staff see all tickets in the selected view by default. On the left-hand side is a list of all views - these are groupings of tickets based on defined rules. i‑net HelpDesk comes with a modifiable list and standard views. New views can be created from the search function, for example.

The ticket overview can be displayed in map, standard, and expert view. The different views offer varying levels of detail and a corresponding density of information. All views can be customized by the user according to their own preferences. The behavior of how a ticket is opened can also be configured. Preview views next to or below the list as well as direct opening of a ticket are permitted. In this context, it should be mentioned that a user does not always have to open a ticket directly, but can first view a preview of the current status.

Tickets in i‑net HelpDesk are generally organized into resources - this is a two-level, folder-like structure. Experience shows that two levels are sufficient in all cases and that all application scenarios of i‑net HelpDesk can be covered by combining, for example, categories and ITIL statuses. Supporters find tickets and thus their fields of work in the ticket application, structured as views. A view is a view of all tickets grouped according to specified criteria. Standard views include, for example, “New Tickets,” “Open Tickets,” and Tickets grouped by resource.

Actions can be performed on one or more tickets directly from the overview. This means you don’t always have to open a ticket to edit it, but can complete various tasks directly. When a supporter begins processing a ticket, that ticket is locked for all other supporters. If several support agents are active on a ticket, i.e., they have opened it, this is indicated in the header by the support agents’ avatars. Here you can also see which support agent currently has write access to the ticket.

Both read and write access to tickets can be controlled via multi-layered permissions. These include user configuration, in which, for example, global read and write access can be granted, as well as permissions at the resource level or through the explicit release of tickets.

The “Tickets” application is intuitive to use and updates automatically when changes are made to the ticket data.

2.1.3 Progressive Web App (PWA)

i‑net HelpDesk supports installation as a Progressive Web App (PWA) for both desktop and mobile devices. This technology allows all HelpDesk applications to be used as standalone apps without the need to install separate clients. The advantages are:

• Native app experience: Full integration with its own window (desktop) and home screen integration (mobile)
• Push notifications: System notifications for new tickets, mentions, and important updates
• Automatic updates: Seamless updates without manual installation
• Cross-platform: Works on Windows, macOS, Linux, iPhone, iPad, and Android
• Responsive design: Optimized display for different screen sizes
• No app store dependency: Installation directly via the browser
• Uniform operation: All i‑net HelpDesk applications in a consistent interface
• Fast deployment: Immediate installation without waiting times

2.1.4 Advanced search functionality

The powerful search function allows you to quickly find completed tickets and reactivate them if necessary. A search can be saved as a personal view, which significantly increases efficiency in your daily work. The search function supports complex search criteria and allows you to quickly find the information you need, even in historical data.

2.1.5 Advanced ticket features

The advanced ticket features offer improved communication functions such as an advanced quoting functionality for better conversation tracking, a signature function for formal communication, and an advanced PDF preview with a minimize option for parallel editing. In addition, flexible permissions allow for flexible configuration of access permissions to user information.

2.1.6 Mobile use

i‑net HelpDesk is specially optimized for support staff who work on the go and can be used on iPhone, iPad, or Android devices. This allows them to process orders directly on site at the customer’s premises, just as if they were working on a PC in the office. Support staff working on the go simply use the same familiar interface.

The technical requirements include a HelpDesk server accessible via Wi-Fi or the internet (e.g., VPN) and modern browsers with support for all common mobile browsers.

The mobile features offer complete ticket processing with access to resources and orders on the go, permission-based access to all functions for support staff and dispatchers, formatted text display in processing steps, email integration for responding to orders, complete processing functions such as closing, resubmitting, and scheduling appointments, server-set signatures for support staff, Functions correctly handle user permissions, multilingualism in German and English, and secure access via VPN or SSL encryption.

VPN access for mobile use enables supporters to securely access the i‑net HelpDesk server even if it is not directly accessible via the internet . This is particularly important for companies that operate their IT infrastructure behind a firewall for security reasons.

VPN access is necessary for several reasons: i‑net HelpDesk server remains on the internal network and is not publicly accessible, sensitive ticket data is not transmitted over the open internet , security policies and data protection regulations are complied with, and there is complete control over access and authentication.

2.1.7 ITIL

ITIL (IT Infrastructure Library) is a framework for process-oriented IT services. It is not a technical guide or binding standard, but rather a description of what needs to be done, without specific guidelines on how to do it. ITIL is neither a standard nor a seal of approval and requires individual adaptation to existing processes.

Its strengths lie in its consistent service orientation, uniform technical language, and structured approach, which is particularly helpful for large or international organizations. ITIL is continuously being developed, which ensures that it remains up to date but also entails additional effort.

The software itself cannot be ITIL-certified, as ITIL only provides a framework and language. i‑net HelpDesk is therefore based on best practice recommendations and provides tools for practical implementation, putting ITIL into practice in a pragmatic way: Central processes such as incident, problem, change, and configuration management can be mapped in a practical manner.

The system distinguishes between different ITIL process types with specific functions:

• Primary ITIL types (work packages):
  • Change request: Control of changes to IT services
  • Known error: Documentation of known problems and their workarounds
  • Problem: Root cause analysis and permanent solution development
• Secondary ITIL Types (Sub-Steps):
  • Incident: Fault handling and rapid problem resolution
  • Service Request: Processing of service requests
  • Standard Change: Standardized changes with predefined processes

Primary ITIL types can link multiple secondary ITIL types to create complex workflows. Each ITIL type can have individual access permissions that are configured via user management.

Key performance indicators (KPIs) help to continuously measure process quality via separate reports. Each database field can be used for reporting, enabling customized reporting according to business requirements.

Service Level Management ensures that orders are processed on time and SLAs are met with priority-based escalations and deadlines. The system supports automatic notifications and escalation levels based on defined service level agreements.

The intelligent deadline system automatically calculates deadlines based on priority and configured working hours. Dispatchers can also set fixed deadlines regardless of priority.

The 4-level warning system for deadlines visually displays the status and can trigger automatic email notifications:

• Green: Deadline in the distant future
• Yellow: 54 working hours before deadline (default, configurable)
• Red: 36 working hours before deadline (default, configurable)
• Exceeded: Deadline exceeded, status changes to “Deadline exceeded”

In addition, there is a separate warning system for the automatic escalation of tickets, which also offers configurable thresholds for yellow and red warnings. The thresholds are defined in the ticket configuration and apply to both the visual display and automatic email notifications.

The calculation only takes into account the individual working hours of the resources and can trigger automatic escalations.

Configuration items can be easily linked to tickets. At the touch of a button, the entire service history of a CI can be viewed independently of user or location data, enabling comprehensive tracking of system changes.

Management reports can be automatically generated and sent by email using the included task scheduling feature. These reports provide a comprehensive overview of service performance and support data-driven decisions.

ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved.

2.1.8 Forms

i‑net HelpDesk supports the creation of new tickets and the updating of existing tickets using forms. This function can be used for self-service forms or internal entry masks. New forms are created in the configuration application. There you also have the option of managing the forms in folders and assigning access permissions to the forms. This allows you to control which users are later allowed to fill out the form - from internal support to anonymous release to external users.

2.1.9 Advanced form features

Form-based ticket editing significantly improves the consistency of data entry and user-friendliness. An integrated rating function allows both internal and external users to evaluate the quality of the support service and provide feedback.

The design of the form fields in i‑net HelpDesk allows for a high degree of flexibility and is still intuitive. You have the option of using existing ticket fields or user fields, or creating new fields for your form. Visibility conditions can be used to guide users through the form and, for example, specify a variety of solutions for self-service. A form does not always have to result in a ticket being created or processed if a satisfactory result for the user has already been achieved.

2.1.10 Processes and workflows

A process is a fixed sequence of any number of activities that control the processing of a ticket. Each activity symbolizes exactly one state of a ticket, e.g., a status, a process, or similar, in which the supporter must complete certain tasks. In this way, recurring processes, such as an order process, can be defined and compliance with company guidelines ensured.

A ticket that goes through the process is always in exactly one activity at a time. When the process starts, the ticket is automatically placed in the first activity. The current activity determines the rules for further processing of the ticket: which ticket actions are possible and which activities can be activated next.

With the help of parallel tickets, which can be created automatically or conditionally, it is also possible to map complex workflows. Once a process is complete, it is usually removed from a ticket and normal processing is possible again. Alternatively, the process can also be designed so that tickets remain in a certain state forever.

Processes can be started in the ticket application either manually or automatically, e.g., through task planning.

2.1.11 Quick Tickets

Standard tasks can be completed with a single mouse click using the Quick Ticket function. Applying a Quick Ticket changes the selected ticket fields and optionally creates additional processing steps. This function significantly speeds up the processing of recurring tasks and reduces the manual effort required by support staff.

2.1.12 Serial Tasks

Recurring tasks can be scheduled daily, on weekdays, weekly, or monthly. They automatically trigger tickets for the relevant workgroups or employees. This function is particularly valuable for regular maintenance tasks, system checks, or periodic reports. It is implemented pragmatically using task planning in combination with quick tickets.

2.1.13 Bundling or splitting tickets

Bundling tickets or creating new tickets from individual processing steps makes it easier to record and process these tickets. Bundles can be viewed in the list of linked tickets, making it easier to track complex requests.

2.2 Advanced features

2.2.1 AI integration

i‑net HelpDesk integrates AI functions in a modular fashion via the AI plugin and enables external AI providers to be connected to the application. You have a choice here and can use AI providers already established in your company, such as OpenAI, Gemini, and others. It is also possible to use an AI provider installed on the network without any problems. Once installed and successfully set up, the following functions are available for i‑net HelpDesk. In the configuration, you can optionally store detailed information, e.g., about your company or the style of AI responses.

• Response suggestions: AI generates HTML responses based on ticket content, historical email/response pairs, and optional specifications.
• AI summary: Longer tickets can be summarized for quick reference.
• Text rephrasing: AI-assisted rewriting of ticket texts.
• Automatic categorization: With this template in task planning, new tickets are categorized by AI.
• Spam detection: Optional AI-based filtering of incoming emails.
• Knowledge base: Create an article from a ticket, optionally with AI support.

Compliance with data security is a particular challenge in the AI environment. However, fully data protection-compliant use can only be achieved through controlled use or the use of locally hosted AI.

2.2.2 Automation with task planning

Task planning allows tasks to be executed on a time-controlled or event-controlled basis. It can be used as a central component of the ticket processing process and support you with standard tasks. Furthermore, task planning allows system tasks to be completed, such as creating backups and saving them to external drives.

Task scheduling in i‑net HelpDesk includes specific help desk functionalities such as ticket triggers and jobs, as well as monitoring asset warranty processes. The plugin provides several templates for creating new tasks for standard scenarios. Examples include adding attachments or autotext to tickets or updating ticket fields using predefined templates.

Tasks can be triggered when new tickets are created or modified. Jobs can change ticket statuses and classifications or forward escalations to other resources. Serial tasks receive additional sources from i‑net HelpDesk, such as created tickets, started workflows and processes, or achieved target times. The ticket numbers of the serial tasks can be used as placeholders in jobs and actions.

Advanced filter and condition options

All ticket components (triggers and series) in task scheduling offer filter options for selecting the tickets to be considered. Filters can contain one or two conditions linked by “AND” or “OR”: You can include only tickets that meet both conditions, or tickets that meet at least one of the conditions.

The “Ticket changed” trigger can be used to specify the status a ticket must have for the trigger to execute the corresponding task. Multiple status values are also possible here. Optionally, additional filter conditions can be added to check whether the trigger should actually be executed.

2.2.2.1 Dynamic placeholders and formulas

Each field of a ticket that triggers a task can be inserted as a placeholder in other task components. This makes it possible to perform actions that respond to ticket properties. For example, an email could be sent to a department manager when a ticket meets certain properties.

2.2.2.2 Asset management integration

The “Expiring Warranty” series offers the option of including devices that have already expired or only those that will expire in the near future. The system automatically monitors expiring asset warranties and can trigger appropriate notifications or actions.

2.2.2.3 Process integration and workflow automation

The “Ticket Process” trigger can be used to initiate process processing or for selected events within a running process.

Tickets created by tasks with the “Create Ticket with Quick Ticket” job can trigger other tasks, with infinite loops being detected and stopped. The “Add Auto Text to Request” action can add auto text to a ticket request or to the last processing step.

Thanks to the plugin capability, you have access to significantly more triggers, jobs, and actions, which can be easily expanded if necessary.

Knowledge Base

The knowledge base is a standalone web application that is seamlessly integrated into ticket processing. Here you can organize problem-solution pairs to answer future queries more quickly. The knowledge base is not only available to support staff, but also optionally to end users, and represents another self-service endpoint.

You can create new articles with a single click from the ticket application.

2.2.3 Inventory and asset management

The inventory solution integrated into i‑net HelpDesk is highly flexible and can be used for any assets. You can freely configure both asset types and fields. Assets can be linked to users and tickets. Like most functions, access to assets is authorization-controlled. This gives you the option of releasing assets only to specific groups of people.

You can create and maintain new assets manually or import them from existing sources. The inventory has its own web API and can also be queried and modified programmatically.

2.2.4 Time tracking and cost accounting

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

2.2.5 Automatic time tracking with stopwatch

The integrated stopwatch automatically tracks the working time of support staff while processing tickets. The stopwatch starts automatically when a ticket is opened and stops when it is closed, with a 30-second cooldown period to account for accidental closures or browser refreshes. These are the features:

• Automatic recording: Starts when a ticket is opened and stops when it is closed
• Manual control: Start/stop can be controlled manually
• Rule-based configuration: Automatic, manual, or disabled per ticket/user
• Multi-user support: Each support agent has their own stopwatch per ticket
• Multi-ticket support: Simultaneous time tracking in multiple tickets
• Cooldown time: 30-second buffer for accidental exits
• Minimum time filter: Ignores sessions below a configurable minimum time

2.2.6 Flexible cost accounting

Cost accounting is based on the recorded working hours and allows for various billing models:

• Hourly rate per resource: Individual hourly rates per support agent
• Costs per ticket action: Hourly rate, flat rate, or combination
• Flat rates: Fixed costs regardless of processing time
• Customer-specific flat rates: Travel expenses or processing fees per customer

Costs are calculated as follows:

• Hourly rate × time: Standard calculation for working hours
• Flat rate: Fixed costs per action
• Combination: Hourly rate + flat rate
• Customer flat rates: Additional costs per end customer

2.2.7 Reporting and evaluation

The recorded times and costs are evaluated in the Drive application and can be displayed in various reports:

• Time reports: Overview of hours worked
• Cost reports: Financial evaluation of support activities
• Resource utilization: Analysis of supporter working hours
• Customer billing: Transparent cost breakdown for customers

2.3 Technical Integration

2.3.1 Interfaces and APIs

The integration of i‑net HelpDesk, e.g., into external applications, can be accomplished using the Web API or email interface.

Seamless integration into user management systems such as Microsoft Entra allows employee and end customer data to be easily synchronized with the i‑net HelpDesk user management system.

The email interface allows incoming emails to be processed fully automatically, including duplicate detection and handling of auto-replies. At this stage, you can already pre-assign resources, categories, and priorities and send users a confirmation of receipt.

i‑net HelpDesk web API offers clear, JSON- and REST-based endpoints that are documented with OpenAPI/Swagger annotations. This gives you access to most of the ticket system, allowing you to search for tickets, check their status, or make changes. This also includes downloading attachments or adding new ones.

It should also be mentioned that i‑net HelpDesk includes optional bot and chat integration for MS Teams, Discord, and the integrated i‑net CoWork application.

2.3.2 Server administration and browser interface

i‑net HelpDesk Server offers a comprehensive web-based administration interface that allows administrators to centrally manage all aspects of the system. This web interface is the most convenient way to configure the i‑net HelpDesk Server and access all server functionalities.

• Configuration Manager: Centralized management of all server settings and system configurations
• User and Group Management: Centralized management of users and groups with complete accounts
• Ticket Configuration: Management of ticket types, statuses, categories, and resources
• Form Management: Creation and management of self-service forms
• Process Designer: Graphical creation and management of workflow processes
• Task Scheduling: Time-controlled and automated execution of support tasks
• Data Source Configuration: Management of all connected data sources and systems
• Server Statistics and Diagnostics: Monitoring of server health and performance metrics
• Web API: Testing of web API requests with direct output
• Translations: Localization of server labels and user interface
• Plugin Store: Search for updates and installation of new features

The remote interface is secured by an authorization system that allows individual functions to be activated or deactivated on a user basis. This ensures precise control over access rights and allows different user groups to be assigned different ranges of functions.

2.3.3 Advanced user and group management

i‑net HelpDesk has a comprehensive Users and Groups Manager that enables central management of users and groups. The management offers complete user accounts with comprehensive management options.

• Complete user accounts: Users have complete accounts with multiple means of authentication
• Multiple authentication: A user can use multiple login providers for the same account, e.g., Windows AD and GitHub
• Custom groups: Creation of custom groups independent of external authentication systems
• Group assignments: Users can be assigned to multiple groups
• Permission management: Configuration of permissions for applications and functions
• Effective permissions: Verification of a user’s cumulative, effective permissions

2.3.4 Authentication and security

Security plays a central role, which is why a built-in authentication option is available. However, this does not have to be used if the host application handles authentication itself. The main focus is on a seamless single sign-on (SSO) experience for the user. Therefore, additional plugins offer support for a variety of identity management systems such as OAuth, LDAP, Windows, and PAM.

If no central authentication system is available, users can be stored directly with a password. Of course, passwords are only stored with salted hashing. The rules for password complexity are also adjustable.

For even greater security, two-factor authentication or passkeys can be used. By optionally enforcing two-factor authentication, each user is required to provide a second factor the next time they log in. Depending on the server configuration, token-based authentication via app, email, or hardware key is available for this purpose.

2.3.5 GDPR compliance

GDPR compliance is ensured through various measures:

• User data access: Users can view information stored about them
• Data protection control: Transparency regarding collected and processed data
• Account control: Users have control over their own accounts

2.3.6 Plugin Management

The modular architecture of i‑net HelpDesk allows administrators to install, configure, and manage plugins. Plugins can be installed via the local plugin store. If the server is connected to the Internet, the available plugins will be updated with references to newer versions. Alternatively, plugins can be installed via sideloading, for example after downloading them from the public plugin store or for in-house developments. The plugin architecture makes it possible to expand functionality in a targeted manner and adapt it to specific company requirements.

2.3.7 Internationalization of the user interface

i‑net HelpDesk currently supports English and German for the user interface. Additional languages can be created and maintained using an integrated translation tool. Users receive a localized version of the user interface if a translation for the language of the browser or system has been provided.

2.3.8 System monitoring and diagnostics

Administrators have access to important server statistics via special applications while the server is in operation. Among other things, the following is displayed here:

• Session statistics: How many sessions there were and how many there are currently
• Ticket statistics: Which tickets were created and how often they were processed
• Performance metrics: Response times and resource usage
• Cache viewer: Modern user interface for cache management

2.3.9 Backup and Maintenance

i‑net HelpDesk offers comprehensive backup functions for securing all important data and configurations:

The maintenance backup saves the current status of i‑net HelpDesk, including attachments and system settings, for example. Integration with the maintenance backup application enables automated backups for regular backups, including all ticket and system settings as well as all uploaded files and media.

Please note, however, that the backup does not include the database, which contains all ticket and user data, for example. A backup of the database must be created separately by the customer.

2.3.10 Reporting

i‑net HelpDesk has full integration of i‑net Clear Reports as a reporting solution. Standard reports are installed out-of-the-box to query KPIs and SLA-related metrics of the ticket system. Reports are stored in the integrated document storage system “Drive.” From there, the reports are accessed and exported in various formats. This demonstrates the high level of integration between the individual components: reports can be sent regularly using task scheduling.

2.3.11 Ad Hoc reports with advanced features

The new ad hoc reporting application offers advanced functionality for flexible report creation:

• Customizable themes: Customization of the visual appearance of reports
• Flexible layouts: Various display options for optimal data presentation
• Multiple data sources: Integration of various data sources for comprehensive analyses
• AI integration: Ad Hoc reports can also be generated using natural language input

2.3.12 Report Designer

Alternatively, you can create or modify existing reports using i‑net Designer. This is a comprehensive designer offering a wide range of options for personalizing reports for your specific use.

2.4 i‑net CoWork Integration

i‑net HelpDesk optionally integrates the GDPR-compliant communication platform i‑net CoWork for secure team communication. This integration enables support team to communicate directly from the HelpDesk without having to rely on external communication solutions.

2.4.1 Team communication in the HelpDesk

The CoWork integration offers text chat, voice and video calls, and screen sharing directly in the HelpDesk context. Support teams can notify each other via mentions (@user, @group, @all) and collaborate in meeting rooms without having to leave the HelpDesk.

Key features include GDPR-compliant communication, where all data remains on your server; seamless integration with communication directly in the i‑net HelpDesk interface; smart mentions and notifications for better collaboration; dedicated meeting rooms for team discussions and presentations; a commands system for advanced bot integration; and integration with Elgato Stream Deck for professional users.

3 Licensing and pricing

The i‑net HelpDesk offers various pricing options and can be tailored to best suit your needs. Our prices are always based on the number of users, either the total number of all users or the number of support users. You can also choose between an in-house and a hosted version.

We do not differentiate between different versions of i‑net HelpDesk; all license types include the full range of functions.

• User license: The user license defines a total number of users. This license is ideal for teams with a limited number of users, mainly for internal support. Licensees are both users or customers who are to receive support and the employees who provide the support.

• Named user license: A named user is a single person who is responsible for support. This license is ideal for teams with a larger user base, especially in external support. Only the employees who provide the support are considered licensees. The number of users or customers receiving support is unlimited.

3.1 In-house

In the in-house version, i‑net HelpDesk runs on your own server, in your company network, or in the cloud. You are responsible for installation, backups, and updates, but you receive full support from us. The costs consist of the one-time license fee and, optionally, the annual maintenance and support fees.

3.1.1 User License

Amount	One-time	Annual*
25	1.890€	330€
50	3.780€	650€
100	5.650€	990€
250	9.990€	1.780€
500	13.950€	2.420€
1000	17.950€	3.170€
2000	26.490€	4.420€
5000	39.000€	6.510€
10000	53.800€	9.210€

3.1.2 Named User License

Amount	One-time	Annual*
1	1.850€	330€
2	3.700€	660€
5	7.950€	1.410€
10	15.900€	2.820€
20	26.500€	4.700€
30	23.400€	4.150€
50	39.000€	6.920€
75	40.350€	7.160€
100	53.800€	9.540€

3.2 Hosted

In the hosted version, i‑net HelpDesk runs on servers belonging to i‑net software GmbH in Germany. You receive full support from us and do not have to worry about installation, backups, and updates. The costs are incurred on a monthly basis.

3.2.1 User License

Amount	Monthly
25	130€
50	210€
100	290€
250	480€
500	650€
1000	850€
2000	1.220€
5000	1.790€
10000	2.500€

3.2.2 Named User License

Amount	Monthly
1	130€
2	200€
5	380€
10	750€
20	1.250€
30	1.100€
50	1.840€
75	1.900€
100	2.530€

4 System requirements

i‑net HelpDesk can be run on any operating system that supports the required Java versions. The Java VM is usually integrated into the i‑net HelpDesk. A GUI for the server is not required.

i‑net HelpDesk offers a user-friendly installation that can be completed in just a few steps. The installation process is designed so that even users without in-depth technical knowledge can quickly get the platform up and running.

• Minimum requirements: Only one additional database connection required
• Fully functional: You can log in and create tickets immediately after setup
• Automatic user management: The first user automatically becomes an administrator with all permissions
• Integrated web server: Automatic setup, no separate IIS/Apache installation required

You have the following installation options:

• Installer available for all supported operating systems and as a Docker container
• Setup supports installation via dialog as well as text setup for headless systems
• Automatic configuration of default settings
• Integration with existing authentication systems (Active Directory, OAuth, LDAP)

For modern container environments, i‑net HelpDesk offers an optimized Docker installation that enables rapid deployment and easy scaling. The container-based installation is ideal for DevOps environments and cloud deployments.

• Docker containers available from Docker Hub
• Configurable ports and environment variables
• Optimized for container orchestration (Kubernetes, Docker Swarm)

4.1 Server requirements

• Processor: At least 2.0 GHz with 2 cores
  • 4 cores for five or more active supporters
  • 8 cores for ten or more active supporters
• Memory: 1 GB RAM in addition to the requirements of all other components
  • An additional 500 MB RAM per 100,000 expected support tickets
• Hard disk space: At least 2 GB free space
  • An additional 5 GB per 10,000 tickets for email attachments

4.1.1 Supported operating systems

• Windows Server: 2025, 2022, 2019, 2016
• Windows Desktop: 11, 10
• Linux/UNIX/macOS: 11+
• Virtual servers: Suitable for virtual servers, terminal servers, and thin client environments

4.1.1.1 Docker Installation

For modern container environments, i‑net HelpDesk offers an optimized Docker installation that enables rapid deployment and easy scaling. The container-based installation is ideal for DevOps environments and cloud deployments.

• Docker containers available from Docker Hub
• Quick start with: docker run -d -p 8002:8002 --name helpdesk inetsoftware/i-net-helpdesk
• Configurable ports and environment variables
• Optimized for container orchestration (Kubernetes, Docker Swarm)

4.1.2 HTTP server

• Integrated Jetty web server (recommended)
• MS IIS or Apache 2.x (should not be installed separately)

4.2 Client requirements

• Modern web browsers: Chrome, Firefox, Safari, Edge (latest versions)
• HTML5 solution: Pure HTML5 implementation for maximum compatibility
• PWA support: Installation as desktop app or mobile app (see PWA section)
• VPN support: WireGuard for non-public networks in corporate environments
• Web API: For advanced use cases such as custom form integration

4.3 Database support

i‑net HelpDesk supports a wide range of databases for maximum flexibility:

• Microsoft SQL Server:
  • SQL Server 2022, 2019, 2017, 2016
  • SQL Server 2019 Express (included, supports databases up to 10GB in size)
• Oracle:
  • Oracle 19c, 18c, 12c, 11g, 10g, 9i
• Open Source:
  • MySQL Version 5.x, 8.x
  • MariaDB Version 10.x, 11.x, 12.x
• Hard disk space for database servers:
  • At least 1 GB per 10,000 tickets

4.4 Interfaces and integration

• Authentication:
  • System authentication: Windows, PAM, LDAP
  • Integrated i‑net HelpDesk login
  • OAuth integration: MS ADFS, GitHub, Facebook, Google, and others
• LDAP import:
  • Microsoft Active Directory
  • Novell eDirectory
  • openLDAP and other LDAP-compatible systems
• Email communication:
  • IMAP(S), POP3(S), SMTP(S)
  • MS Exchange
  • Office 365
  • IBM Lotus Domino
  • GroupWise
  • Kerio Connect
• Hardware and software inventory:
  • LOGINventory and other external web consoles
  • ODBC-enabled data sources

Third-party programs can be controlled directly from i‑net HelpDesk with parameter transfer. For example, with a single mouse click, you can find the relevant inventory data for a ticket in Microsoft SCCM, ZenWorks, LOGINventory, etc.

Existing databases can be integrated at no additional cost. i‑net HelpDesk then generates a view of the relevant data records, enabling step-by-step migration.

4.5 Further information

The exact system requirements for the current version can be found in detail in the online documentation. An overview of the supported Java versions and operating systems can be found on our version support page.

5 Documentation and Support

i‑net HelpDesk offers comprehensive documentation and long-term support for administrators and developers:

5.1 Administrator Documentation

• Getting Started Guide: First steps with i‑net HelpDesk
• Security Information: Security features and permissions
• Docker Container Guide: Deployment in Docker environments
• FAQ: Frequently asked questions and solutions

5.2 API documentation

• REST API: Swagger-based web API documentation for integrations
• Email integration: Documentation for email-based ticket creation

5.3 Version support and maintenance

i‑net HelpDesk is continuously developed with two major releases per year (.4 and .10). The x.10 versions are long-term support (LTS) and receive prioritized bug fixes.

• General support: Up to 5 years
• Critical bug fixes: Up to 4 years
  
• Regular bug fixes: Up to 3 years
• New features: Only in the latest version

A detailed overview of the currently supported versions, Java versions, and support cycles can be found on our version support page.

5.4 Professional Support

We offer excellent, lightning-fast support, starting with the evaluation phase through to rollout and beyond. We respond within 24 hours on business days, often even faster.

During the free trial period, we offer free telephone support and personal consultation. We would be happy to show you our software in a live demo or help you with the basic configuration of your trial installation.

• Phone: +49 (0)30 / 252 99 350
• Email support: helpdesk@inetsoftware.de
• Extremely short response times to inquiries during business hours
• Direct support from our professional support team

We are also happy to work with you to resolve inquiries about updates for versions that are no longer officially supported. Our support team is available to answer any questions you may have.

6 Definitions

• Active Directory: Microsoft directory service for the central management of network resources
• ADFS: Active Directory Federation Services - Microsoft solution for single sign-on
• Activity: Individual status of a ticket within a process (e.g., status or operation).
• API: Programming interface for integration into external applications.
• Asset: Managed object in inventory (e.g., hardware, software, or other resources).
• Cache: Temporary storage for accelerating data access
• Configuration Item (CI): Configurable component of the IT infrastructure (hardware, software, services) required for the provision of IT services
• Dispatcher: Employees who pre-sort incoming requests and forward tickets for processing. They require appropriate permissions in User Management
• Docker: Container technology for platform-independent provision of applications
• Docker Hub: Cloud-based registry for Docker containers
• End users: All users who are not support staff and therefore do not have special permissions in the system
• GDPR: General Data Protection Regulation - EU-wide legal regulation for the protection of personal data
• ITIL: A collection of recommendations for process-oriented IT services
• Job: Task to be performed in automation (e.g., generating reports or saving files)
• JSON: JavaScript Object Notation - lightweight data format for data exchange
• JVM: Java Virtual Machine - runtime environment for Java applications
• KPI: Key Performance Indicator - metric for measuring performance and efficiency
• Knowledge base: Collection of problem-solution pairs for recurring requests
• Kubernetes: Container orchestration platform for managing container applications
• LDAP: Lightweight Directory Access Protocol - protocol for accessing directory services
• Members of a resource: Supporters who are responsible for processing specific tickets. Resources can be used to distinguish between different areas of work
• OAuth: Open standard for secure authorization between applications
• On-premises: Installation and operation of software on the company’s own hardware
• OpenAPI/Swagger: Standards for the documentation and specification of REST APIs
• Passkey: Modern authentication method without a password, based on cryptographic keys
• Plugin: Extensible component for customizing and extending functionality
• Plugin Store: Central point of contact for updates and installation of new features
• Process: Defined sequence of activities that control the processing of a ticket
• Processing step: Logged work step with text and data changes
• PWA: Progressive Web App - a web-based application that behaves like a native app
• REST: Representational State Transfer - architecture style for web services and APIs
• Resource: Employees or teams who process tickets
• Self-service: Option for end users to create tickets or find solutions independently
• Sideload: Manual installation of plugins outside the official store
• SLA: Service Level Agreement - agreement on service quality and response times
• SSL/HTTPS: Secure Sockets Layer / HTTP Secure - encryption protocols for secure data transmission
• SSO: Single Sign-On - authentication procedure for one-time login to multiple systems
• Supporter: Employees responsible for ticket processing. This also includes dispatchers
• Ticket: Unit for managing requests, including status, fields, history, and email communication
• Trigger: Event that triggers an automated task (e.g., “New ticket” or “Time reached”)
• Two-factor authentication: A user’s access authorization is based on a combination of two different, independent identification components.
• View: Grouping of tickets based on defined rules for overview and processing
• Workflow: Complex sequence of processes and activities for recurring procedures