What you gain in practice
You always know where a request stands
From capture through prioritisation and assignment to closure, every step is on record — with timestamp and user. Nobody has to ask who is handling it.
- The process is clearly defined: capture, prioritisation, assignment, closure and time approval. Every action stays traceable across the full history.
Deadlines that know your business hours
For each priority you define how quickly a ticket must be answered and resolved. The clock runs in your working hours rather than around the clock, pauses on public holidays, and stops while you are waiting on the customer. Once a deadline is missed, escalation kicks in.
Approved hours land in the ERP, not in Excel
The platform bridges the support process and the ERP world. Master data, orders, contracts, and working hours stay consistent — automated, fully logged, no duplicate maintenance. Proven with SAP Business One in production; other systems available on request.
ERP sync via BigQuery
Business partners are mirrored daily from the ERP into a BigQuery data warehouse. Orders, contracts, employees, and service types are loaded on demand directly from BigQuery — fast search and filtering without direct ERP load. Proven with SAP Business One; an inbound webhook also enables automatic ticket creation from external systems.
Ticket review & write-back
Dedicated role for quality-assurance of working hours before billing. Batch view of all tickets in the "done-to-be-billed" status, approval or correction in one click. After approval, times flow back to the ERP automatically — billing disputes are prevented architecturally.
Other ERP systems & webhooks
The platform is built for integration, not isolation. Connections to additional ERP systems, line-of-business apps, or inbound/outbound webhooks are implemented individually on request to fit your process.
Suggestions on demand, never unsolicited
The Vertex AI assistant reads the ticket title and description and returns structured German-language suggestions — only on demand, never automatically. Email addresses, phone numbers, IBAN and credit card numbers are masked before sending.
- Only on demand — no automatic pop-ups
- Results cached — with model and requester info
- Logged transparently in the ticket
- Email, phone, IBAN & credit card masked · Gemini 2.5 Flash in Frankfurt (europe-west3)
Digital signature in the browser
Customers sign delivery notes, quotes and invoices directly in the browser or on a tablet — the document is generated from the ticket's billable hours.
- Delivery notes, quotes, invoices — sign any PDF straight in the browser. SHA-256-protected with a tamper-evident audit trail.
Admin configuration — no developer ticket needed
Over 35 configuration pages in the admin area. Adapt the system directly to your processes — no ticket, no release cycle, no waiting.
- Processes & lifecycle
- Access & users
- Projects, quotes, orders, contracts
- Communication
- Billing & finance
- Master data
- Warehouse & items
- Design & branding
Every role sees exactly what it needs
Admins, agents and restricted users each get their own view. Over 20 individual rights, combinable into groups — nobody sees more than they should.
Dashboard & analytics
See at a glance what's due today, where capacity sits, and which numbers flow into billing.
Personal dashboard
Today's working time, open assignments, recently handled items, and upcoming calendar events (if connected) — right at login.
Real-time KPIs
Total, open, closed, average handling time, reopen rate, and distribution by status — with freely selectable ranges (day, week, month, quarter).
Exports for billing & controlling
Structured data as PDF, CSV, or directly as invoice basis. All reports can be filtered, sent by e-mail, and exported.
What else comes with it
Working hours are recorded directly on the ticket and stay linked to it. At month end it is clear which hour belongs to which job.
Regularly occurring tasks are created automatically — nobody has to remember them.
Tickets can be assigned to projects and managed across every project phase. Status, effort and open items sit in one place instead of three lists.
Audit logs across every entity — tickets, orders, quotes, contracts, partners and items. For audits and follow-up questions, every change can be evidenced.
Everyone sees the same thing, instantly
New comments, time entries, status changes and assignments appear immediately for everyone involved — with no reload. Anyone working on the same ticket sees the current state, not the one from five minutes ago.