i‑net HelpDeskFeatures
Intelligent Ticket Management
Manage customer requests efficiently with intelligent ticket management. Automate ticket assignment and keep track of all open requests. The Kanban view organizes tickets as cards in customizable columns. Optional AI features provide compact summaries of ticket content and suggested replies, and help you gather information from related tickets or the knowledge base. Get real-time insights into ticket states during multi-user collaboration.
Integrated Knowledge Base
Use the integrated knowledge base to quickly find answers to common questions and reduce repetitive inquiries. The AI assistant streamlines the creation of articles from tickets with a single click, including automatic problem and solution descriptions. Link knowledge base articles to incident patterns for faster resolution, and publish them for end-user self-service to deflect tickets before they reach your team. The Knowledge Base Web API supports controlled integrations, including article metadata and creation workflows.
Processes & Automations
Boost team efficiency by automating routine tasks and workflows through process automation - from simple ticket routing to complex approval chains. Quick-Tickets enable support staff to create or update tickets using predefined information and actions in a single click. The Task Planner handles recurring jobs such as deadline escalation, asset warranty checks, and automated report distribution.
Dashboard in the Tickets application
Personal and shared dashboards live in the Tickets application, and visibility follows user permissions. Built-in ticket widgets highlight volumes, trends, important dates, and customer feedback so your team stays oriented without jumping between views. Widgets make mean time to resolution (MTTR) and first-contact resolution (FCR) visible for measurable service improvement.
Reporting and Analytics
Create detailed reports and analyses to track your customer service team’s performance. Identify bottlenecks and continuously improve your processes. Ad Hoc Reporting lets you generate reports on the fly without a report designer, with the added option of AI assistance.
Live Support with AI
Let an AI assistant answer visitor messages first. Configure the assistant with your knowledge sources; visitors can request a human at any time. If the AI cannot fully resolve the issue, it hands the conversation over to an agent. The Messengers plugin connects Telegram, WhatsApp, Instagram, and Facebook Messenger conversations with ticket updates and controlled AI handover.
Ticket Processing
Tickets are viewed in the Tickets application. You can create, edit, and comment on tickets.
Forms
Forms are managed in the configuration. You can create new tickets or edit existing tickets.
Processes
Processes are managed in the configuration. You can create, edit, and apply processes in the Tickets application.
AI Summaries
The Tickets application displays AI summaries that condense the content of a ticket.
Reporting
All reports are located in the Drive application and can be run directly from there.
Pricing
You are responsible for the installation, backups, and updates, but receive full support from us.
You receive full support from us and do not have to worry about installation, backups, or updates.
Named User License
- Ideal for external support with a large customer base
- Only the named supporters are licensed
- Unlimited number of users to support
- Unlimited number of tickets
- Full version of i‑net HelpDesk
- Hosting in your own company network or cloud
- Hosted in Germany by i-net software GmbH
- Dedicated hardware with no multi-tenant sharing
User License
- Ideal for teams with a limited user base, mainly in internal support
- The total number of all users in the system is licensed
- Flexible distribution between supporters and users to support
- Unlimited number of tickets
- Full version of i‑net HelpDesk
- Hosting in your own company network or cloud
- Hosted in Germany by i-net software GmbH
- Dedicated hardware with no multi-tenant sharing
All prices exclude VAT.
The maintenance and support contract is optional, but recommended.
For questions about our prices or for individual offers, please contact us directly.
Frequently Asked Questions
Here you can find answers to frequently asked questions about i‑net HelpDesk. If you have any further questions, please do not hesitate to contact us. Our support team is available during business hours to answer your questions and help you solve any problems.
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How can I test i‑net HelpDesk?
You can test the software in our demo environment or download and install it on your own server. The trial is free for 60 days and includes the full feature set and support during the trial period.
If you would like a guided demonstration, please contact us via our contact form. -
What is the difference between in-house and hosted?
With the in-house version, you run i‑net HelpDesk on your own server in your company network or in your cloud and are responsible for installation, backups, and updates. With 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 and takes care of installation, backups, and updates. Both versions include the full feature set and full support. -
How is i‑net HelpDesk licensed?
With the Named User License, only the named supporters are licensed; the number of users you support is unlimited. The User License defines the total number of all users in the system, which you can distribute flexibly between supporters and supported users. In-house, you pay a one-time license fee and, optionally, an annual fee for maintenance and support; the hosted version is billed monthly. All license types include the full feature set; i‑net CoWork, Drive, and i‑net Clear Reports are included at no extra license cost. -
How does i‑net HelpDesk support GDPR data protection?
In-house, all ticket data stays on your own server. With the hosted version, data is processed in Germany on dedicated hardware operated by i-net software GmbH. Users can view the information stored about them, and fine-grained permissions control who can access tickets, user data, and assets. -
What data do AI providers receive?
All AI features are optional and can be activated individually. You choose the AI provider yourself, for example OpenAI, Gemini, or a provider installed on your network. With a locally hosted model, data does not leave your network; external providers receive the data sent for the respective feature, and their terms apply. -
What support options are available?
We offer email and phone support, as well as individual online sessions. Our support team is available during business hours to answer your questions and help you solve any problems. We also support you from the start, including during the trial period. -
How can I customize i‑net HelpDesk?
i‑net HelpDesk is highly customizable. The Tickets application allows numerous customizations and can be adapted to your needs. Additional plugins extend existing functions such as Asset Management, the Knowledge Base, and Reporting. Processes and automations can be adapted to your needs and workflows. -
Does i‑net HelpDesk support ITIL?
Yes, i‑net HelpDesk supports ITIL. You can use the software to manage your ITIL processes and workflows. We offer a simple and pragmatic implementation of ITIL best practices, so you can get started right away. -
Can I use it on smartphones and tablets?
Yes, i‑net HelpDesk is also available for mobile devices. You can access all functions via the same web application to also react to customer requests on the go. Thanks to PWA technology, the application is available for all kinds of devices. -
What are the system requirements?
The i‑net HelpDesk web application can be used on any device with a current web browser. The server runs on Windows, Linux, or macOS 13+, or as a Docker container. A database is also required: MS SQL Server, Oracle, MySQL, or MariaDB. The complete system requirements are available in the documentation.
For more answers, please visit our FAQ.
Documentation
Our comprehensive documentation helps you to get the most out of i‑net HelpDesk. You will find instructions, tutorials, and FAQs to help you get started. Whether you are a new user or want to use advanced functions, our documentation provides all the information you need.
The documentation is divided into various sections, including Installation, Configuration, User Administration and advanced functions. You can view the documentation online or download it as a PDF to use it offline. Our step-by-step instructions and videos will help you quickly understand and use the software. If you have any questions or problems, you can always contact our support team, who will be happy to help you.
Reviews and customer stories
Our success factor for efficient IT support and audit readiness
The complete history supports us in internal and external audits and with compliance requirements because processing steps and decisions remain traceable at all times.
Simple, efficient, and support you can rely on
When problems, questions, or new requirements arise, you receive competent help quickly. Rather than simply giving a standard answer, they work with you to find a suitable solution.
The ideal help desk for us
The great flexibility in mapping our own processes and procedures. The extensive features can be used as needed without making the system feel overloaded.
Contact
If you have any questions or would like to find out more about i‑net HelpDesk, please do not hesitate to contact us.
In urgent cases, you can reach us by telephone at:
Our support is available from Monday to Friday between 8:00am and 5:00pm CET/CEST.