Module 16 of 20
AvailableSupport tickets without email chaos and sticky notes
Capture requests and incidents with priority, assign them directly to employees and track every ticket status from open to closed. GDPR-compliant, EU-hosted in Nuremberg, with strict multi-tenant isolation via Row-Level Security. The built-in AI helper supports you in your daily work. 49 euros per user per month all-in, no per-module licence fees.
What Support Tickets does
Ticket capture with priority and full status history
Every ticket receives a subject, description and priority when created: low, medium, high or urgent. The status starts at open and moves through the state machine to in progress and then closed. Each step is traceable, status changes are recorded in the audit log. You know at any time which tickets are open, which are in progress and which are resolved. Invalid transitions, such as jumping directly from closed back to in progress, are cleanly rejected by the system with an informative error message rather than silent data corruption. This gives you a reliable basis for daily prioritisation.
State machine with quick-close and reopen
The ticket state machine follows a clearly defined ruleset: open can move directly to in_progress or closed, which enables a fast quick-close for clear-cut requests. Closed tickets can be reopened when a problem recurs or the solution was insufficient. Invalid transitions, such as closed directly back to in_progress, are rejected with a 409 INVALID_TRANSITION error that appears in the UI as a clear error message. Metadata changes such as priority or description are possible at any time independently of a status change, without triggering the state machine. This makes the workflow both flexible and correct.
Employee assignment directly from the HR module
When creating or editing a ticket you select the responsible assignee directly from the integrated HR module. The select shows all employees of the account with first and last name, the UUID is transmitted internally. The system verifies on every assignment that the selected employee belongs to the same account: cross-tenant references are structurally prevented via composite foreign keys and an ownership check, with a clean 403 error message instead of a database error. Assignment is optional, tickets can remain unassigned initially and be distributed later.
Asset linking for device- and infrastructure-bound requests
Every ticket can be linked to an asset from the asset and IT management module, such as a printer, server or company vehicle. The link is optional and is set when creating or editing the ticket. Here too, strict multi-tenant isolation applies: only assets belonging to your own account can be referenced, composite foreign keys enforce consistency at database level. When an asset is deleted, the reference in the ticket is automatically set to null without losing the ticket itself. The asset link enables targeted filtering by affected devices in the ticket list.
Filters, search and pagination for daily work
The ticket list can be filtered by priority, status, assignee and linked asset. The full-text search covers subject and description simultaneously and is protected against injection attacks: special characters and PostgREST control characters are sanitised so that malicious search inputs cannot produce erroneous 500 responses. Sorting by column and pagination with configurable page size are active by default. All filters are combinable, for example you can view all open urgent tickets for a specific assignee in a single filtered view. Each row provides direct access to edit and delete actions.
Hard-delete with audit log and tenant isolation
Tickets are fully removed on deletion, there is no recycle bin and no soft-delete. This is a deliberate decision for GDPR compliance: tickets can contain personal data and are not subject to statutory retention obligations. Every deletion is nevertheless captured in the audit log with timestamp, triggering user and a snapshot of the ticket before deletion. Deletion intentionally bypasses the state machine so that closed tickets can also be removed directly. A confirmation dialogue protects against accidental deletion. Deleting the same ticket twice returns a clean 404, not a process error.
Who uses this module
CEO
As a managing director you want to know how many requests and incidents are currently open and whether your team is keeping on top of things. In the Support Tickets module you see the number of open tickets live, filtered by priority, so you can immediately recognise whether urgent issues are being left unaddressed. You see which employees have the most tickets assigned and how quickly status moves from open to closed. When a ticket stays in progress for weeks or even months, it stands out in the list immediately and you can act before a customer escalates. The module is GDPR-compliant, EU-hosted in Nuremberg, no data leaves the EU, 49 euros per user per month all-in, no per-module licence fees.
Team lead
As a team lead you coordinate multiple employees and distribute incoming requests. In the Support Tickets module you assign new tickets directly when creating them to the right assignee, choose the appropriate priority and set the relevant asset reference where applicable. The filtered view shows you all open tickets for your team ordered by priority at any time. When a ticket can be quick-closed because the request turns out to be invalid or already resolved, this is done with a single click without routing through in_progress. At team meetings you can pull up the current state filtered by status and assignee without assembling tables from multiple tools. Status changes and metadata updates are made by your employees directly in the system.
Employee
You are an employee and have a ticket assigned that you need to handle. You open the detail view and see subject, description, priority and whether an asset is affected. When you start working on it, you set the status to in_progress with one click. Once the problem is resolved, you mark it as closed directly, either via the edit dialogue or the quick button in the detail view. If the problem was not fully resolved and the customer reports again, you can reopen the ticket without creating a new one. All status changes are confirmed clearly, invalid transitions are returned to you with an informative message rather than failing silently in the background.
Connects with
Microsoft 365OutlookTeamsSlack
Frequently asked questions
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49 € net/user/month with all modules included
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