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Central Ticket View
Status, priority, queue, owner, responsible agent, customer, service, SLA, and processing history remain visible directly on the ticket.
Features
Powerful ticket management for help desk and service desk teams
Qisutu brings ticket handling, email communication, customer management, automation, and service organization into one working environment.
Day-to-Day Ticket Work
Capture, process, and trace every request from start to finish
Each ticket brings communication, processing status, organizational context, and all related information together in one place.
Email Processing
Incoming messages create new tickets or are assigned to existing requests. Outgoing mail supports SMTP as well as Microsoft 365 and Google.
Replies, Notes, and Attachments
External replies, internal notes, and files form a complete, chronologically organized communication history.
Search and Filters
Find tickets by text, number, queue, status, priority, customer, assignee, service, SLA, date range, and dynamic fields.
Bulk Actions and Ticket Relationships
Process multiple requests together and link, split, or merge related tickets when service work requires it.
Dynamic Fields and Forms
Custom fields and configurable ticket forms capture exactly the information required by each service process.
Organization and Collaboration
Structure responsibilities, access, and service offerings clearly
Qisutu supports internal teams as well as customers, organizations, and distinct service areas.
Queues, Groups, and Permissions
Granular permissions control which teams can view, process, move, or administer tickets.
Agents, Customers, and Organizations
Agent accounts, customers, customer users, and organizations are managed separately and connected where required.
Services and Service Levels
Service catalogs, calendars, and SLA targets define binding response, update, and resolution times.
Checklists and Response Templates
Defined work steps and prepared replies support quality and completeness in recurring tasks.
Personal Preferences
Language, time zone, notifications, absence periods, and replacements can be configured individually.
Multilingual Interfaces
Qisutu supports German-, English-, French-, and Italian-speaking agents and customer users.
Automated Service Processes
Run recurring tasks through transparent, rule-based workflows
Event-driven and scheduled rules respond to defined conditions and perform specific actions. Workflows become faster while decisions and changes remain transparent and controllable.
- Event-driven and scheduled automation
- Postmaster filters for incoming email
- Agent notifications and automatic customer responses
- Calendars, service-level targets, and escalations
Clear
Structured navigation and task-focused views
Controlled
Transparent rules, permissions, and changes
Adaptable
Custom fields, forms, templates, and workflows
Open
AGPL licensing and self-determined system operation
Knowledge, Data, and Extensions
Tools for professional service organizations
Beyond the ticketing core, Qisutu connects knowledge, configuration data, reporting, and interfaces with operational work.
Knowledge Base
Categories, articles, permissions, and ticket relationships make existing knowledge available to agents and customers.
CMDB
Configuration items, types, states, relationships, and ticket links support technical service processes.
Imports and Master Data
CSV and configurable import functions simplify the transfer and maintenance of larger data sets.
Time Accounting and Reports
Work time, activity types, and configurable reports provide a reliable basis for management and billing.
REST API
Secured API access supports integrations for tickets, articles, attachments, customers, and central master data.
Add-on System
Additional capabilities can be installed as separate packages and integrated into the interface and runtime in a controlled way.
Authentication and Security
Controlled access and protected communication
LDAP Integration
Agents and customer users can authenticate against separately configured LDAP directories and be mapped to Qisutu accounts.
Two-Factor Authentication
An additional verification step and recovery codes protect accounts beyond the password.
S/MIME
Incoming and outgoing email can be decrypted, encrypted, signed, and checked for valid signatures.
Versatile Use Cases
One shared platform for internal and external services
Qisutu adapts to different organizational models and creates a reliable working foundation for teams that need to coordinate and process requests in a structured way.
Internal IT Service
Capture, prioritize, and process incidents, access requests, workplace issues, and standardized IT services transparently.
Customer Service
Receive requests from email and the web in one place, route them effectively, and respond with consistent communication.
Specialist and Service Teams
Model individual processes for technical services, administration, institutions, and specialized support organizations.
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