AddOns

Extend Qisutu with ITSM, AI, processes, and Microsoft 365

Qisutu AddOns extend the ticket system with end-to-end IT service management, intelligent automation, reviewed knowledge management, secure Microsoft sign-in.

IT Service Management

End-to-end ITSM processes directly in Qisutu

Qisutu ITSM Enterprise connects tickets with structured workflows for disruptions, causes, changes, approvals, releases, and reviews.

ITSM

Qisutu ITSM Enterprise

Extends Qisutu with end-to-end IT service management for incidents, major incidents, problems, known errors, changes, releases, and post-incident reviews.

  • Personal workspace for records, tasks, approvals, and CAB meetings
  • Priority matrix, root-cause analysis, change plans, approvals, and conflict checks
  • Calendar, time windows, customer communication, metrics, and REST interfaces
Module details

Kim AI and Automation

AI capabilities integrated into ticket work

Kim supports service teams from the first incoming email through knowledge capture to fully controlled processes. Approved rules and deliberate agent review keep your organization in control.

AI

Kim – Automatic Routing

Kim classifies new email tickets and assigns them exclusively to queues and priorities approved by an administrator.

  • Business-based routing using rules defined by administrators
  • Optional prioritization based on concrete operational impact
  • Suspected spam is moved safely to a review queue and is never deleted
Module details
AR

Kim – Automatic AI Reply

New tickets created from incoming customer emails automatically receive a professional acknowledgement in the appropriate language.

  • Automatic language detection and professional greeting
  • Concise summary of the request and clear information for the customer
  • Protection against replies to spam, invalid, or typical automated senders
Module details
BP

Kim – Processes

A naturally written instruction becomes an editable BPMN process template for structured, email-driven service workflows.

  • Linear flows, yes/no decisions, and parallel paths
  • Steps with queues, groups, states, services, SLAs, fields, and recipients
  • REST calls, response evaluation, reminders, and an immutable process copy per ticket
Module details
FM

Kim FeedMe

FeedMe captures reviewed knowledge from resolved tickets and free-form entries and makes it semantically available for new replies.

  • Editable knowledge entry from a customer question and a verified agent answer
  • Agent review before storage in a dedicated Qdrant collection
  • Semantic search and an editable Kim reply draft directly in the ticket
Module details
CH

Kim Chat

A globally available AI chat assists agents with general questions independently of the ticket currently open.

  • Movable chat window with adjustable width
  • Streaming responses with a stop function and multi-turn conversations
  • Formatted answers with chat and window state retained during navigation
Module details

Microsoft Entra ID and Microsoft 365

Secure sign-in and Microsoft workspaces inside Qisutu

Separate Entra ID modules connect agents and customer users according to their roles. The Microsoft 365 AddOn then uses the signed-in agent's personal token, stored securely in encrypted form.

EA

Entra ID – Agents

Secure agent sign-in through Microsoft Entra ID with automatic creation and updating of Qisutu accounts.

  • OIDC with state, nonce, PKCE, and RS256 signature validation
  • Optional agent import and scheduled synchronization through Microsoft Graph
  • Encrypted storage and renewal of personal Microsoft 365 tokens
Module details
EC

Entra ID – Customer Users

Customer users sign in to the customer portal through Entra ID and can be imported and updated automatically.

  • Optional restriction to a defined Entra group
  • Individual and bulk assignment of imported users to Qisutu customers
  • No portal access without exactly one active customer assignment
Module details
365

Kim Microsoft 365

Calendars, Teams, and SharePoint are available inside Qisutu under each agent's personal Microsoft permissions.

  • Calendar management, Teams direct chat, channels, files, and meetings
  • SharePoint sites, document libraries, folders, and Office document actions
  • Optional document indexing, search, and Kim replies based on selected SharePoint content
Module details

Modular and Controlled

Install only the extensions you actually need

Each AddOn is installed as a separate ZIP through Qisutu administration, configured individually, and updated independently. This keeps the base system lean while adding capabilities precisely where required.

Independent Modules Installation and updates through the integrated AddOn management interface
Clear Dependencies Microsoft 365 uses the secure Entra ID agent sign-in and token module
Protected Credentials Secret tokens and client credentials are stored encrypted in Qisutu
Deliberate Control Administrators define rules, permissions, indexing scopes, and enabled functions

Extend Qisutu

Select the right AddOns for your service organization

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