i-net HelpDesk

1 Introduction

i-net HelpDesk is self-hosted or Germany-hosted ticketing and service desk software by i-net software GmbH, founded in 1996. It brings requests from email, forms, live chat, and messengers together in one ticket system with ITIL-based processes, a knowledge base, asset management, the Task Planner, a calendar, and optional AI features. Licensing is based either on named supporters (Named User License) or on the total number of users (User License); i-net CoWork, Drive, and i-net Clear Reports are included at no extra license cost, and the trial is free for 60 days.

1.1 About i-net HelpDesk

Support organizations face the challenge of efficiently handling increasing volumes of inquiries while dealing with limited resources. i-net HelpDesk is ready for use in under one day, without on-site consulting or a lengthy project phase: setup wizard, database connection (MS SQL Server, Oracle, MySQL, or MariaDB), ticket processing. The platform scales from a 2-person team to enterprise-wide service desks with thousands of users. The free trial includes setup assistance from experienced consultants and a live demo.

i-net HelpDesk automates support with response suggestions, summaries, categorization, spam detection, and knowledge base article creation - each AI feature configurable individually. Flexible forms, configurable processes, and automated workflows structure ticket handling, while the Task Planner runs recurring or event-based processes. Dashboards with ticket-specific widgets can be shown directly in the Tickets application, and reporting with i-net Clear Reports enables data-driven decisions. This 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 ticket history records every edit and every field change as a processing step, and the platform's Event Log records events with their time and the user who triggered them.

Technically, i-net HelpDesk is a fully web-based application. It runs on-premises in your network, as a solution hosted in Germany on dedicated hardware with no multi-tenant sharing, or integrated into existing systems. The plugin architecture enables targeted customization. Server platforms: Windows, Linux, macOS, and Docker; clients: current versions of Chrome, Firefox, Safari, and Microsoft Edge, also installable as a PWA on mobile devices. Version support: general support for up to 5 years; the x.10 versions (LTS) receive up to 4 years of critical and up to 3 years of regular bug fixes.

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 supporters. Due to the user role concept, the application is also the central working environment for dispatchers and end users.

Whether for internal or external customer support, tickets are usually processed by supporters in several individual steps in the Tickets 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. For this purpose, the Tickets application is available with a reduced range of functions. Other frequently used methods for creating tickets include receipt via email, filling out forms, or the developer-oriented Web API.

Tickets in i-net HelpDesk are generally organized into resources - this is a two-level, folder-like structure. In practice, two levels are usually sufficient, because combining, for example, categories and ITIL statuses covers the application scenarios of i-net HelpDesk.

In the overview, supporters 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 of standard views, for example "New Tickets," "Open Tickets," and tickets grouped by resource. New views can be created from the search function, for example.

The ticket overview can be displayed in card, 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. A user therefore does not always have to open a ticket directly, but can first view a preview of the current status.

The Kanban view adds another way to work with tickets: supporters can create, arrange, and move ticket cards in customizable columns.

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 supporters are active on a ticket, i.e., they have opened it, this is indicated in the header by the supporters' avatars. Here you can also see which supporter 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 explicit sharing of tickets.

The "Tickets" application updates automatically when changes are made to the ticket data.

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: An employee of the resource 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.

2.1.3 Dashboards

The standalone Dashboard application provides customizable boards with a flexible grid, drag-and-drop widgets, and real-time updates. Typical visualizations include values, gauges, progress indicators, traffic lights, ratings, pie and doughnut charts, bar and line charts, and tables. Dashboards support conditional highlighting, configurable chart options, sharing with users and groups at defined permission levels, a data-owner mode for viewers, import and export as .dashboard files, and fullscreen mode for wall displays. System widgets (for example active users, CPU, RAM, disk space, certificate expiration, HTTP checks, and logs) complement product-specific ticket widgets.

Personal and shared dashboards can also be shown directly in the Tickets application. Which dashboards are visible depends on user permissions; each user controls which dashboards are shown in the view settings. Dashboard widgets also expose mean time to resolution (MTTR) and first-contact resolution (FCR) so service teams can track measurable improvements. Ticket-focused widgets include, for example:

• Ticket counts and trends; open vs. closed over time
• Breakdowns by ticket field with grouped statistics and heat maps
• Upcoming deadlines (calendar) and remaining effort
• Customer satisfaction ratings and response time analysis

2.1.4 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:

• App experience: Its own window (desktop) and home screen integration (mobile)
• Push notifications: System notifications for new tickets, mentions, and important updates
• Automatic updates: Updates without manual installation
• Cross-platform: Installable on Windows, macOS, Linux, iPhone, iPad, and Android, depending on support by the browser vendor
• Responsive design: Adapted 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

2.1.5 Search

The search function finds completed tickets quickly so they can be reactivated if necessary. A search can be saved as a personal view. The search function supports complex search criteria, including in historical data.

2.1.6 Replies, signatures, and PDF preview

For communication in the ticket, a quoting function for tracking conversations, signatures for formal replies, and a PDF preview that can be minimized for parallel work are available. Access permissions to user information can be configured specifically.

2.1.7 Office documents with Euro-Office and ONLYOFFICE

Supporters can use the Euro-Office plugin to view and edit Office documents directly from the Tickets application, Drive, and inventory. This also applies to documents attached to inventory devices. The integration supports Euro-Office and ONLYOFFICE. Editor sessions are bound to the user's HelpDesk session and expire after a period of inactivity.

2.1.8 Mobile use

i-net HelpDesk is optimized for supporters who work on the go and can be used on iPhone, iPad, or Android devices. This allows them to process tickets directly on site at the customer's premises, just as if they were working on a PC in the office. Supporters working on the go use the same familiar interface.

The mobile features include:

• Complete ticket processing with access to resources and tickets, depending on the permissions of supporters and dispatchers
• Formatted text display in processing steps
• Email integration for replying to requests
• Processing functions such as closing, resubmitting, and scheduling appointments
• Server-set signatures for supporters
• User interface in German and English

Technical requirements are a current mobile browser and a reachable i-net HelpDesk server. If the server is publicly accessible, the connection is encrypted with TLS. If it is not publicly accessible, for example because it runs on the internal network behind a firewall, mobile access requires a VPN. The server then stays on the internal network, and ticket data is not transmitted over the open internet.

2.1.9 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, provides tools for practical implementation, and puts 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 tickets 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 deadline specifies when a ticket must be completed. It results from the deadline of the priority, which is set in working hours per priority, for example 2 hours for critical, 4 hours for high-priority, and 24 hours for standard tickets. Only the working hours of the responsible resource count (by default Monday to Friday, 8:00 to 17:00). Dispatchers can also set fixed deadlines regardless of priority.

The 4-level warning system visually displays the status of the deadline and can trigger automatic email notifications. The thresholds are set in the ticket configuration in working hours before the deadline and should match the deadlines of the priorities:

Level	Meaning	Default
Green	Deadline not yet near	-
Yellow	Threshold for warning level yellow reached	54 working hours before the deadline
Red	Threshold for warning level red reached	36 working hours before the deadline
Exceeded	Deadline exceeded; the status changes to "Completion overdue"	-

The automatic escalation of tickets has its own thresholds for yellow and red (default: 27 and 18 working hours). Both sets of thresholds apply to the visual display and to automatic email notifications.

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 Planner. These reports provide an overview of service performance and support data-driven decisions.

ITIL® is a registered trademark of AXELOS Limited. All rights reserved.

2.1.10 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 sharing with external users.

2.1.10.1 Form logic and ratings

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

For the fields of a form, you can use existing ticket fields or user fields, or create new fields. 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.

2.1.11 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 Tickets application either manually or automatically, e.g., through the Task Planner.

2.1.12 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 reduces the manual effort for recurring tasks.

2.1.13 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 suitable for regular maintenance tasks, system checks, or periodic reports. It is implemented using the Task Planner in combination with Quick Tickets.

2.1.14 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 Additional 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. An AI provider installed on your own network can also be connected. The AI features are included at no extra cost; the AI provider's costs are billed through your own API key. Once the AI provider has been set up successfully, the following functions are available in 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 the Task Planner, 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. A Task Planner action creates knowledge base articles with AI-generated problem and solution descriptions, also for multiple tickets; the category can be set via a dynamic placeholder.
• Per-feature activation: The ticket list AI features (suggest, summarize, rewrite, and knowledge base article creation) can be activated individually; with the "Default" option, they use the configured default provider.
• Live Support and messengers: An AI assistant answers Live Support and messenger requests first and hands them over to a supporter when needed (see Live Support with AI and Messenger channels).

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. External AI providers receive the data sent for the respective feature, and their terms apply.

2.2.2 Automation with the Task Planner

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

The Task Planner in i-net HelpDesk includes HelpDesk-specific functions such as ticket triggers and jobs, as well as monitoring of asset warranty expiration. 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.

Task Planner definitions can be read through the Web API, and each task has a separate execution history. The calendar trigger in the Task Planner can filter events, so calendar events can trigger tasks selectively.

2.2.2.1 Filters and conditions

All ticket components (triggers and series) in the Task Planner 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.

2.2.2.2 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.

2.2.2.3 Asset management integration

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

2.2.2.4 Process integration and workflow automation

The "Ticket Process" trigger can be used when process handling starts 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.

Plugins provide additional triggers, jobs, and actions, and you can add your own.

2.2.3 Knowledge Base

The knowledge base is a standalone web application that is 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 supporters, but also optionally to end users, and represents another self-service portal.

You can create new articles with a single click from the Tickets application. Supporters can copy article solutions, including embedded images, into their ticket replies. The Knowledge Base Web API lets you search, read, create, edit, and delete articles.

2.2.4 Inventory and asset management

The inventory solution integrated into i-net HelpDesk 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 permission-controlled. This gives you the option of sharing assets only with 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.

2.2.5 Calendar and appointments

The Calendar application brings personal, shared, and external calendars together directly in i-net HelpDesk. Support teams can plan appointments, share calendars, and connect calendar events to their ticket workflows.

• Views: Year, month, week, and day views, complemented by a mini calendar and full-text search
• External calendars: Automatic synchronization via ICS, CalDAV, Google, and Outlook
• Appointments: Create, edit, move, and delete appointments and recurring appointments with reminders
• Sharing: Share calendars with read, write, or administrator permissions for users and groups
• Subscriptions: Subscribe to calendars in other calendar programs such as Outlook, Google Calendar, or Apple Calendar via ICS, CalDAV, or WebCAL URLs
• Ticket integration: The ticket action for arranging an appointment can send a calendar invitation (.ics file) by email to the ticket owner
• Task Planner: The calendar trigger filters events and triggers tasks based on them

2.2.6 Live Support with AI

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

• Configuration: Selectable AI provider, resource, and information sources
• Control: Adjustable context size and extra instructions for the assistant
• Handover: Transfer to a supporter at the visitor's request or when the assistant cannot resolve the issue
• User matching: Unknown visitors are created as users based on their email address; the request text stays focused on the actual inquiry

2.2.7 Messenger channels

The Messengers plugin connects Telegram, WhatsApp, Instagram, and Facebook Messenger to ticket processing.

• Tickets from messages: Incoming messenger messages open or update tickets in the matching ticket channel, including texts and attachments
• Replies from the ticket: With the "Messenger Reply" ticket action, supporters answer requests directly from the ticket, including attachments
• Reactions: Reactions to sent messages are recorded in the ticket as user comments
• Sender matching: User fields for Telegram, WhatsApp, Instagram, and Facebook IDs match senders to HelpDesk users
• Automatic confirmation: Optionally, an auto-reply confirms ticket creation to the sender
• AI handover: With the AI plugin, messenger requests are answered by the AI first and can be handed over to a supporter on request

2.2.8 Time tracking and cost accounting

i-net HelpDesk records working times and calculates costs, so the effort per ticket, supporter, and customer can be traced.

2.2.8.1 Automatic time tracking with stopwatch

The integrated stopwatch records the working time of supporters while they process tickets:

• Automatic recording: Starts when you open a ticket and stops when you leave it
• Manual control: Start/stop can be controlled manually
• Rule-based configuration: Automatic, manual, or disabled per ticket/user
• Multiple users: Each supporter has their own stopwatch per ticket
• Multiple tickets: Simultaneous time tracking in multiple tickets
• Buffer: 30-second buffer for accidentally leaving the ticket or refreshing the browser
• Minimum time filter: Ignores sessions below a configurable minimum time

2.2.8.2 Cost accounting

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

Model	Calculation
Hourly rate per resource	Individual hourly rate per supporter × recorded time
Flat rate per ticket action	Fixed costs per action, regardless of processing time
Combination	Hourly rate × time + flat rate
Customer-specific flat rate	Additional costs per end customer, e.g., travel expenses or processing fees

2.2.8.3 Evaluation of times and costs

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 integration

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

The connection to user management systems such as Microsoft Entra synchronizes employee and end customer data with the i-net HelpDesk user management.

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.

The i-net HelpDesk Web API offers 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. Additional APIs support controlled integrations for settings, processes, and the Knowledge Base.

i-net HelpDesk also includes optional bot and chat integration for Microsoft Teams, Discord, and the integrated i-net CoWork application (including voice, video, and meeting rooms). For connecting messengers, see Messenger channels.

Further supported systems:

• LDAP import:
  • Microsoft Active Directory
  • openLDAP and other LDAP-compatible systems
• Email communication:
  • IMAP(S), POP3(S), SMTP(S)
  • MS Exchange
  • Microsoft 365
  • 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 Configuration Manager (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.

2.3.2 Server administration and browser interface

i-net HelpDesk Server offers a web-based administration interface that administrators use to configure the system centrally and to access all server functions.

• Configuration Manager: Centralized management of all server settings and system configurations
• User and Group Management: Users, groups, and permissions (see below)
• 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 Planner: Time-driven 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 administration interface is secured by a permission system that allows individual functions to be activated or deactivated on a user basis. This allows different user groups to be assigned different ranges of functions.

2.3.3 User and group management

The user and group management of i-net HelpDesk manages user accounts and groups centrally:

• 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

The integrated i-net HelpDesk login is available for signing in. The focus is on single sign-on (SSO): plugins support identity management systems such as Windows, PAM, LDAP, and OAuth (for example Microsoft ADFS, GitHub, Facebook, Google). Users and groups can also be provisioned via SCIM v2, for example from Microsoft Entra ID.

If no central authentication system is available, users can be stored directly with a password. Passwords are stored only as salted hashes. 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 Data protection (GDPR)

GDPR-compliant deployment can be supported 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

For support and the hosted version, i-net software GmbH offers a data processing agreement (DPA).

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

2.3.9 Backup and Maintenance

The maintenance backup saves attachments, uploaded files and media, as well as ticket and system settings. Regular backups can be automated via the Maintenance application.

The database, which contains all ticket and user data, for example, is not part of the maintenance backup. You back up the database separately.

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. Reports can be sent regularly using the Task Planner.

2.3.10.1 Ad hoc reports

The ad hoc reporting application offers the following functions for flexible report creation:

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

2.3.10.2 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 self-hosted communication platform i-net CoWork, which supports GDPR-compliant operation, for secure team communication. This integration enables support teams 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 self-hosted communication for strong data control; integration directly in the i-net HelpDesk interface; mentions and notifications; meeting rooms for team discussions and presentations; a commands system for bot integration; and integration with Elgato Stream Deck. Configured external services may process the data sent to them.

i-net CoWork can be used with a valid i-net HelpDesk license at no extra license cost, including calls and meeting rooms.

3 Licensing and pricing

i-net HelpDesk offers various license models. The license is always based on the number of users: either the total number of all users or the number of supporters. You can also choose between an in-house and a hosted version. Current prices are available in the i-net HelpDesk pricing overview.

We do not differentiate between different versions of i-net HelpDesk; all license types include the full range of functions. i-net CoWork, Drive, and i-net Clear Reports are included at no extra license cost.

• User License: The User License defines the total number of all users in the system. It counts both the users or customers who receive support and the supporters who provide it; you can distribute the licenses flexibly between them. This license is ideal for teams with a limited user base, primarily for internal support.
• Named User License: With the Named User License, only the named supporters who provide support are licensed. The number of users or customers who receive support is unlimited. This license is ideal for teams with a large user base, primarily for external support.

3.1 Trial

The trial version is free for 60 days and includes the full range of functions. You can get it on the download page. An online demo is available at helpdesk.demo.inetsoftware.de.

3.2 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.

3.3 Hosted

In the hosted version, i-net software GmbH operates your i-net HelpDesk in Germany on dedicated hardware with no multi-tenant sharing with other customers. i-net software GmbH takes care of installation, backups, and updates, and you receive full support. The costs are billed monthly. A data processing agreement (DPA) is available for the hosted version.

4 System requirements

The following summary lists the most important minimum requirements. The system requirements for the current version in the online documentation are authoritative. An overview of supported versions, Java versions, and operating systems can be found on our version support page.

• Processor: at least 2.0 GHz with 2 cores; 4 cores for five or more and 8 cores for ten or more active supporters
• Memory: 1 GB RAM in addition to the requirements of all other components, plus 500 MB per 100,000 expected tickets
• Hard disk space: at least 2 GB free, plus 5 GB per 10,000 tickets for email attachments; for the database server, about 1 GB per 10,000 tickets
• Operating systems: Windows Server 2025, 2022, 2019, 2016; Windows 11, 10; Linux / UNIX; macOS 13+; Docker. Suitable for virtual servers, terminal servers, and thin-client environments
• Databases: MS SQL Server 2025, 2022, 2019, 2017, 2016; MS SQL Server 2019 Express (included in the download for the German-language Windows version; databases up to 10 GB); Oracle 19c, 18c, 12c, 11g, 10g, 9i; MySQL 5.x, 8.x; MariaDB 10.x, 11.x, 12.x
• Web server: integrated Jetty web server (recommended), alternatively MS IIS or Apache 2.x
• Java: The Java VM is shipped with i-net HelpDesk. A graphical user interface is not required on the server.
• Clients: current versions of Chrome, Firefox, Safari, or Microsoft Edge (pure HTML5 application, installable as a PWA); for non-public networks, e.g., VPN access via WireGuard

4.1 Installation and deployment

i-net HelpDesk can be installed in just a few steps, even without in-depth technical knowledge.

• 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 or Apache installation required

You have the following installation options:

• Installers for all supported operating systems and a Docker image
• Setup supports installation via dialog as well as text setup for headless systems
• Automatic configuration of default settings

4.1.1 Docker installation

A Docker image of i-net HelpDesk is available for container environments.

• Docker image available from Docker Hub
• Quick start with: docker run -d -p 8002:8002 --name helpdesk inetsoftware/i-net-helpdesk
• Configurable ports and environment variables

5 Documentation and Support

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

5.1 Administrator Documentation

• Getting Started: 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: Web API for integrations; the endpoints are also documented via OpenAPI/Swagger
• Email integration: Receiving emails and creating tickets from them
• Plugin APIs: API documentation of further plugins for custom extensions

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 for x.10 versions
• Regular bug fixes: Up to 3 years for x.10 versions
• x.4 versions: Bug fixes and minor enhancements for a maximum of one year
• New features: Only available in the next 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 support you from the evaluation phase through to rollout and beyond. We respond within 24 hours on business days; support hours are Monday to Friday, 8:00 to 17:00 (CET/CEST).

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 30 252 993 50
• Email support: helpdesk@inetsoftware.de
• Direct support from our support team

We are also happy to work with you to resolve inquiries about updates for versions that are no longer officially supported.

6 Definitions

• Active Directory: Microsoft directory service for the central management of network resources
• Activity: Individual state of a ticket within a process (e.g., status or operation)
• ADFS: Active Directory Federation Services - Microsoft solution for single sign-on
• API: Programming interface for integration into external applications
• Asset: Managed object in inventory (e.g., hardware or software)
• Change request: ITIL type for controlling changes to IT services
• 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
• DPA: Data processing agreement according to Art. 28 GDPR
• Drive: Integrated document storage, e.g., for reports
• End users: All users who are not supporters and therefore do not have special permissions in the system
• Event Log: Platform log that records events with their time, the triggering user, and data
• FCR: First Contact Resolution - share of tickets resolved at the first contact
• GDPR: General Data Protection Regulation - EU-wide legal regulation for the protection of personal data
• Incident: ITIL type for faults that should be resolved quickly
• ITIL: A collection of recommendations for process-oriented IT services
• Java VM (JVM): Java Virtual Machine - runtime environment for Java applications
• Job: Task to be performed in automation (e.g., generating reports or saving files)
• JSON: JavaScript Object Notation - lightweight data format for data exchange
• Kanban: View in which tickets are arranged and moved as cards in columns
• Knowledge base: Collection of problem-solution pairs for recurring requests
• KPI: Key Performance Indicator - metric for measuring performance and efficiency
• LDAP: Lightweight Directory Access Protocol - protocol for accessing directory services
• LTS: Long-Term Support - x.10 versions with an extended bug fix period
• MTTR: Mean Time To Resolution - average time needed to resolve tickets
• Named User License: License for named supporters; the number of users who receive support is unlimited
• 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
• Problem: ITIL type for root cause analysis and permanent resolution of recurring faults
• 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
• Quick Ticket: Template that sets selected ticket fields with one click and optionally creates processing steps
• Resource: Two-level, folder-like structure in which tickets are organized and assigned to areas of work; its members are the responsible supporters
• REST: Representational State Transfer - architecture style for web services and APIs
• Self-service: Option for end users to create tickets or find solutions independently
• SCIM: System for Cross-domain Identity Management - standard for the automatic provisioning of users and groups
• Sideload: Manual installation of plugins, e.g., after downloading them from the public Plugin Store or for in-house developments
• SLA: Service Level Agreement - agreement on service quality and response times
• SSO: Single Sign-On - authentication procedure for one-time login to multiple systems
• Supporter: Employees responsible for ticket processing. This also includes dispatchers
• Task Planner: Component for time-driven or event-driven execution of tasks, e.g., ticket actions, sending reports, or backups
• Ticket: Unit for managing requests, including status, fields, history, and email communication
• TLS: Transport Layer Security - encryption protocol for secure data transmission, e.g., via HTTPS
• 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.
• User License: License for the total number of all users in the system, i.e., supporters and users who receive support
• View: Grouping of tickets based on defined rules for overview and processing
• Workflow: Complex sequence of processes and activities for recurring procedures

7 About Us

Based in Berlin, i-net software GmbH has been a reliable provider of Java-based software solutions since 1996. Our product portfolio includes tools for reporting, helpdesk, document comparison, and GDPR-compliant self-hosted 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.

i-net HelpDesk is developed in close cooperation with a global user community. 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.