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A ticket system for service providers that turns every enquiry into an item.
A ticket system is software that handles incoming enquiries as tickets, each with its own history, status and assignee. teamspace automatically matches incoming emails to the CRM contact and separates incoming requests into channels. At every status you can see whether the ball is with you or with the customer.
Where you stand
Does this sound like your support?
- Enquiries are scattered across mailboxes, phone and word of mouth
- No one is quite sure who is currently responsible
- Promised response times cannot be evidenced
Enquiries fizzle out, and the effort stays invisible.
Responsibility
Responsibility moves visibly with the status.
The decisive difference from a shared mailbox: every status carries a responsibility. You can see whether the ball is with you or with the customer, and how much time the SLA still allows.
bei uns
In Arbeit
Besitzer bearbeitet das Anliegen
SLA-Restzeit 02:14 h
beim Kunden
Beantwortet
wartet auf die Rückmeldung
erledigt
Erfolgreich geschlossen
keine Verantwortung mehr offen
Eskalation
Keine Änderung in der Frist? Der Besitzer wird automatisch frei, das Ticket wechselt den Kanal. Urlaub oder Krankheit halten es nicht auf.
Inbox, history, status
From first contact to closure.
A ticket is more than an entry in a list. It captures the enquiry, gathers every reply and every note and tells you at any moment who is currently holding it. Three aspects make that up.
Inbox
Every email finds its contact by itself.
An incoming email is matched to the CRM contact via the sender address. The customer record fills up without anyone sorting. Enquiries arise from email, internally or via the external access.
- Three types: internal ticket, email ticket, ticket from enquiry
- The sender address recognises the contact, the enquiry sits on the record
- Mailboxes connected via IMAP, POP3 or Microsoft 365
History
The ticket gathers every step of the enquiry.
Emails, notes and status changes land as items in the same ticket. Whoever opens it reads the whole story from top to bottom, without searching through mailboxes.
- Four item types: change status, reply, note, work out a solution
- Six tabs: master data, items, time, watchers, files, alerts
- Merge tickets, move or copy items
Status
The status shows who is currently up.
Four statuses show where responsibility sits: New and In Progress are internal, Answered is with the customer, Successfully Closed is done. You can create your own statuses with their own logic.
- Workflows per channel set the permitted transitions
- Priority from 1 to 9, plus categories and colour markers
- The owner works on it, the assignee stays informed
Channels
Channels route enquiries to the right team.
Per channel you define who sees and works on the tickets. This creates support, sales, internal IT and accounting as separate inboxes, instead of everything landing in one shared mailbox.
- Its own responsibility per channel. Whoever works in support sees support tickets, not those of accounting.
- Incoming email hits the right channel, the assigned team takes over without a chain of forwarding.
- A workflow per channel sets which status transitions are permitted, so that processing stays disciplined.
- A default project per customer sits on the ticket, so that time later lands on the right account.
Ticket channels · inbox
Today · 09:14
Support · IT-Team
+1 new 4
Sales · Account
1
IT-Service · Admin
2
Accounting · Finance
0
Enquiry from Heyer Plan AG → Support
No enquiry slips through any more.
Clear responsibility, visible deadlines, billable effort: a shared mailbox cannot deliver that.
Highlight 1
Every status has someone responsible
Every ticket has an owner and an assignee. When the status changes, it is clear who is up, without asking around who takes over.
Highlight 2
Response time is shown openly in the ticket
The promised response time runs visibly alongside. The escalation kicks in before the deadline breaks, even during holiday and illness.
Highlight 3
The ticket becomes time, receipt, project
An enquiry creates a time entry, a receipt or a project with one click: billable, without re-entering anything.
Follow-up items
From the ticket come time, receipt, project.
A ticket does not stop once it has been handled. The next step grows out of the enquiry, without anyone switching to a second system or retyping data.
Ticket #4318
Heyer Plan AG · Support
Anbindung läuft nicht, Aufwand fällt an
Zeitbuchung
Aufwand landet auf dem verknüpften Projekt, auf Wunsch automatisch beim Statuswechsel.
1,5 h · PRJ-2026-114
Beleg
Aus dem Ticket entsteht ein Angebot oder Auftrag, der Kontakt wird übernommen.
AN-2026-118
→ Faktura
Ticketprojekt
Wächst das Anliegen, wird ein eigenes Projekt daraus, fest mit dem Ticket verknüpft.
Hauptprojekt
Response time
The time remaining is shown openly in the ticket.
If you have promised a customer response times, you store them as a service level agreement. When a contact of that customer sends a ticket, the SLA is assigned automatically as soon as the address is recognised.
- Remaining deadline right on the ticket. You can see how much time is left until the deadline, without working it out.
- Warning before the cut-off. As the deadline approaches, the system sends a notice to those involved.
- The clock only runs during business hours. Stored business hours count, nights and weekends stay out of it. So four hours really are four working hours.
- Priority from 1 to 9 orders the urgency, categories and colour markers complete the picture.
- SLA stored per customer, with its own response times depending on the agreement.
Ticket · SLA
#4318 · Priority 7 / 9
Heyer Plan AG Answered, open
02:14 h
Response time until SLA deadline
Warning sent before the deadline expires
Owner
K. Sturm
Assignee
Team lead
“Staff in both support and project planning can see orders and invoices. That was not possible before.”
Target groups
Who the service desk organises enquiries for.
Service providers with a support, maintenance or service workload, right across the industries.
IT service providers
Support tickets, maintenance contracts and SLAs at one inbox. Effort lands billable on the contract.
Industry pageManagement consultancies
Enquiries from engagements bundled together, with clear responsibility and a traceable response time.
Industry pageIT systems house
Incidents, changes and maintenance cases across customer and contract terms, with escalation.
Industry pageArchitecture and engineering practices
Queries and tasks bundled per project, instead of scattered across email threads.
Industry pageAgencies
Customer enquiries and revision rounds per account, with responsibility and deadline in view.
Industry pageIT consulting
Support alongside the project business, captured billable, without a second tool.
Industry pageWorked example
Systems house: four mailboxes reduced to one inbox.
Hypothetical worked example for illustration. Specific figures depend on the starting point and the implementation and are not guaranteed. A typical scenario from an IT systems house with 18 employees.
The challenge
Support, sales and accounting shared three collective mailboxes plus a personal mailbox of the head of technology. Enquiries were left lying when someone was on holiday, because no one saw that a ticket was waiting for a reply. Hours worked were pieced together from memory at the end of the month. For customers with a fixed response time, there was no view of the remaining deadline.
With teamspace
The four mailboxes became channels in the ticket system. Incoming emails match themselves to the customer, the status shows whether the ticket sits internally or with the customer. When someone is away, the escalation releases the owner automatically after the deadline. Whoever works on the ticket logs the time directly to the customer's default project. For customers with an agreement, the SLA time remaining runs visibly alongside.
−40%
response time, because no ticket is left lying during a holiday
+5%
previously unbilled service hours, now invoiced
100%
service hours captured on the ticket
A hypothetical example for illustration. Concrete figures depend on the starting point and execution.
Use cases
Six ways to use the ticket system.
The ticket is the core. These areas go deeper on individual questions around inbox, processing and billing, each on its own page.
Ticketing software
Tickets from email, internal and external access, with channels, workflows and status.
Learn moreTicket billing
Service time from the ticket posted to project and invoice, visible per customer.
Learn moreTicket projects
Turn the ticket into a project with its own structure, time and finances.
Learn moreOutlook add-in
Turn an email in the mailbox into a ticket, without leaving Outlook.
Learn moreCustomer portal
Customers open tickets themselves and see status and history.
Learn moreSLA management
Response times per customer, with time remaining and a warning right in the ticket.
Learn moreScope
The service desk across three areas.
The ticket system divides into three areas of work. Billing logic such as ZUGFeRD, DATEV or recurring invoices belongs in the invoicing software and is only triggered here, not claimed.
Inbox and channels
- Internal tickets, email tickets and tickets from enquiries
- Email matched to the CRM contact via the sender address
- Mailboxes connected via IMAP, POP3 or Microsoft 365
- Channels separated by topic and responsibility
- External access via web interface or restricted login
- Priority from 1 to 9, categories, colour markers
- Automatic acknowledgement of receipt and ticket templates per channel
Processing
- Four statuses carrying responsibility internal, external or done
- Workflows per channel for permitted status transitions
- The owner works on it, the assignee stays informed
- Escalation releases the owner automatically after the deadline
- Solution method as a template above the ticket history
- Watchers and alerts per ticket, ticket reminder as a prompt
- Analyses of volume, response time and time in process
Integration and closure
- Service level agreements per customer with time remaining and warning
- Post time from the ticket to the linked project
- Create a quote or an order from the ticket
- Ticket project from the ticket, firmly linked
- Merge tickets, move or copy items
- The SLA clock only runs during the stored business hours
- A closed ticket reopens automatically on a customer query
- Outlook add-in from the Microsoft AppSource
Comparison
Where the ticket is tied to time, project and receipt.
The points at which a connected ticket system differs from a pure ticket tool.
Feature
Pure ticket tool
teamspace
Recommended Tickets from email, internal and external access
Channels by topic and responsibility
Status with responsibility internal or external
varies
SLA time remaining visible in the ticket
SLA clock only runs during business hours
varies
Escalation releases the owner automatically
varies
Email sender becomes the CRM contact
manual
Post time from the ticket to the project
A quote or order from the ticket
Ticket becomes a full project
Appointment or service visit from the ticket
Outlook add-in from the AppSource
varies
Hosting in the ISO 27001 data centre in Frankfurt
varies
Contracting party: German public limited company
varies
Intro call
Let's look at your ticket inbox together.
We look at your channels, the response times you have promised and the path from ticket to billing. Afterwards you will know whether this fits your service.
From ticket to project
A ticket grows into a project.
Some enquiries are done with a single reply. Others grow: a support enquiry turns into a migration that runs over weeks, with several people involved and costs of its own. For that case a ticket is no longer enough, a project is needed.
- A ticket project in one step. The ticket turns into a project, optionally as a main project, sub-project or work package of an existing project. Ticket and project are then firmly linked.
- Full project scope. The project gets a progress, a structure and its own time and finances, without the ticket losing context.
- The history is preserved. Whatever stood in the ticket before the conversion remains visible; processing then continues on the project.
This keeps the boundary between quick support and a real undertaking fluid. No one has to decide whether an enquiry is a ticket or a project before it is clear how big it will become.
Mailbox
Tickets arise straight from Outlook.
Many enquiries still come in via the personal mailbox, not via the service address. Instead of transferring such emails into the system by hand, the Outlook add-in creates the ticket right where the email sits.
- The email becomes a ticket, without leaving the mail client. The add-in is listed on the Microsoft AppSource; alternatively, IT administration sets it up via side-loading.
- Contacts and appointments sync in both directions, attachments move into file management, where they stay attached to the item.
- Teams calls appear in the CRM call list when the Microsoft Teams integration is enabled. From a call you can create a ticket or log time.
The customer enables the Microsoft Teams integration with their own Microsoft account; the data then goes into their Microsoft tenant. We discuss what flows in the process before set-up. This is not a chat history within the ticket; tickets remain an asynchronous chain of items.
teamspace in figures
Software with a history.
Behind the service desk stands a vendor that has been developing for the German-speaking mid-market for over twenty years.
- 1999
developed in Darmstadt
- 400
customers in the DACH region
- 20,000
active users
- EU
data processing exclusively
External access
Customers open tickets themselves.
If you want to give your customers a direct line, you open the ticket system outwards. This eases first-line handling, because enquiries come in structured rather than as a free-form email.
- Web interface in your own website. Customers open tickets directly there and assign them to a suitable channel.
- Restricted login for selected customers. They create new tickets, raise queries on existing ones and see the status, without access to the rest of the system.
- Mandatory forms when creating. Whoever opens a ticket fills in the fields needed for processing. That saves the usual round of follow-up questions.
Per item you can decide whether it is visible via the external access or stays internal. So the customer sees what concerns them, and the team keeps internal notes to itself.
Cover
Escalation bridges holiday and illness.
A ticket belongs to one person, the owner. That works well as long as this person is there. If they drop out, in the middle of an ongoing enquiry, the ticket must not stand still until they are back.
- Time-based escalation. If a ticket stays unchanged for a defined time, the owner is released automatically or the channel is switched. Another team member takes over.
- Holiday and illness do not hold it up. The ticket does not get stuck in the queue of an absent person, but lands visibly with the channel team.
- Every escalation appears in the history. As an internal item, it is traceable which stage took effect and when. No one has to guess why the ticket changed owner.
- Ticket reminder for follow-up. If you only want to see a ticket again on a later day, you put it to sleep until then. After that it reappears in the list by itself.
That is the difference between a personal mailbox and a service desk: in the mailbox an enquiry sits there until the recipient reads it. In the ticket system, the escalation makes sure someone reads it.
At a glance
The ticket system is one part of the service desk.
The ticket organises the individual enquiry. How teamspace runs the whole service, from channels through SLA and escalation to billing from the ticket, is shown by the Service Desk Software overview.
To the service desk softwareTwo roles
Owner and assignee stay separate.
Who does the work, and who keeps the overview? In many teams that is the same person. That is exactly what becomes the bottleneck as soon as a team lead wants to stay informed about several tickets without lending a hand themselves.
- The owner works on the ticket. They are responsible for the reply and drive the enquiry forward.
- The assignee stays informed. They see the current items without working on them themselves. So a team lead stays in the picture without getting in the way.
- Watchers receive every item. Individual people or whole user groups can be added; creator and owner automatically become watchers.
- Whoever needs it gets notified. New items go to the owner, the assignee and the watchers. Whoever becomes active in the ticket is added by themselves.
This split sounds small, but it decides whether a team keeps the overview as the ticket volume grows. Tying responsibility and processing to the same person only works as long as the team is small.
Glossary
Terms around the service desk.
Frequently confused or inconsistently used terms, precisely located in the teamspace model.
- Ticket
- A bundled enquiry with its own history. Gathers emails, notes and status changes into one matter. Three types: internal, email ticket, ticket from enquiry.
- Channel
- An intake channel by topic and responsibility, for example support, sales or accounting. Per channel it is defined who sees and works on the tickets.
- Item
- A single step in the ticket. Four types: change status, channel or owner, reply, note, work out a solution. Every action creates an item.
- Owner and assignee
- Two roles per ticket. The owner works on it, the assignee stays informed about the items without working on it themselves.
- SLA
- Service level agreement. A response time stored per customer. In the ticket the system shows the time remaining and warns before the cut-off.
- Escalation
- A time-based rule. If a ticket stays unchanged for a defined deadline, the owner is released automatically or the channel is switched.
- Ticket project
- A project created from a ticket for complex enquiries. Optionally a main project, sub-project or work package. Ticket and project stay firmly linked.
- External access
- Two ways for customers to open tickets themselves: a web interface in your own website or a restricted login, optionally with a mandatory form.
- Business hours
- The stored business hours during which the SLA clock runs. Nights, weekends and public holidays do not count towards the time remaining.
- Ticket reminder
- A follow-up. A ticket can be put to sleep until a chosen date and then reappears in the list by itself.
- Acknowledgement of receipt
- An automatic reply that can be sent per channel on receipt. Together with ticket templates it keeps recurring communication consistent.
Security
Ticket data stays in Germany.
Tickets hold what matters to customers: problems, terms, internal notes, personal communication. teamspace addresses this on several levels, without management having to worry about the infrastructure.
- Hosting in two geo-redundant, ISO 27001-certified data centres in Frankfurt am Main, with processing exclusively in the EU.
- GDPR-compliant set-up, with a data processing agreement as standard.
- Encryption: TLS in transit, storage volumes in the data centre encrypted with AES-256.
- Visibility per item: what stays internal and what is visible via the external access can be decided per item.
- Single sign-on via Microsoft Entra (Azure AD and Microsoft 365), can be disabled, allowed or enforced per user.
- Made in Germany: development, support and operation by 5 POINT AG, based in Darmstadt, since 1999.
The contracting party is 5 POINT AG, a German public limited company under German law. teamspace itself does not hold an ISO 27001 certification; what is certified is the data centre. With the Microsoft Teams integration enabled, data flows into the customer's Microsoft tenant, which is made transparent before set-up.
Related modules
Three modules tie in directly to the ticket.
Whoever handles enquiries as items almost always deals with the contact, the project and the hour. Here are the shortest routes there.
CRM software
Every email lands on the customer record via the sender address, the ticket stays connected to the contact.
- Email sender becomes the contact
- Customer record fills up by itself
- SLA stored per customer
Project management
A growing enquiry turns into a ticket project with its own structure, progress and finances.
- A ticket project in one step
- Main project, sub-project or work package
- Ticket and project firmly linked
Online time tracking
Service hours posted straight from the ticket to the project, forming the basis of the billing.
- Posting from the ticket
- Billable or internal kept apart
- Basis for invoicing
Intro call
Let's talk about your service desk.
Half an hour is enough for an honest look at your channels, response times and the path from ticket to billing. Afterwards you will know whether teamspace fits your service.
Frequently asked questions about the teamspace ticket system
How do tickets get into the system?
In three ways. As an email ticket via a connected mailbox (IMAP, POP3 or Microsoft 365); the sender address matches the email to the CRM contact. As an internal ticket between employees. As a ticket from an enquiry, which an employee creates on someone's behalf, for example after a phone call; the later reply goes automatically by email to the customer. On top of that there is the external access, through which customers open tickets themselves.
What does responsibility at the status mean?
Every status carries a responsibility. At New and In Progress it sits internally, the team is up. At Answered it sits externally, you are waiting for the customer's response. Successfully Closed no longer carries any responsibility. So at any moment you can see whether the ball is with you or with the customer. You can create your own statuses with their own responsibility logic.
How does SLA monitoring work?
Response times can be stored per customer as a service level agreement. When a contact of that customer sends a ticket, the SLA is assigned automatically as soon as the address is recognised. In the ticket the system shows the time remaining and sends a warning if needed. More on SLA management.
Does the SLA time count at night and at the weekend too?
No, provided business hours are stored. The SLA clock only runs within the defined business hours. A promised response time of four hours then means four working hours and does not lapse overnight.
What happens if a ticket is left lying?
That is what the escalation is for. If a ticket stays unchanged for a defined deadline, the owner is released automatically or the channel is switched, so that another team member can take over. Holiday or illness of the owner does not block the ticket this way. Every escalation appears as an internal item in the history.
Is the ticket connected to time tracking and billing?
Yes. If a ticket is connected to a project, time can be posted directly from the ticket to the project; on request the status change or the reply automatically creates a time entry. From the ticket you can also create a quote or an order. The actual billing then runs in invoicing. More on ticket billing.
Can customers view their own tickets?
Yes, via the external access. There are two ways: a web interface that is embedded into your own website, and a restricted login. With it customers open new tickets, raise queries and see the status. Per item you can decide whether it is visible via the external access. More on customer portal.
What is the difference between owner and assignee?
The owner works on the ticket and is responsible for the reply. The assignee stays informed about the items without working on it themselves. So a team lead, for example, stays in the picture without touching every item. In addition, watchers can be added who are notified of every new item.
Can tickets be created from Outlook?
Yes, via the Outlook add-in from the Microsoft AppSource, alternatively via side-loading by IT administration. An email in the mailbox becomes a ticket, contacts and appointments sync, attachments move into file management. With the Microsoft Teams integration enabled, Teams calls appear in the CRM call list.
Can several tickets on the same topic be merged?
Yes. If a customer sends several tickets on the same matter, they can be merged into one. The items then appear in the target ticket, the others are closed. Individual items can also be moved or copied between tickets.
Is there a knowledge base or AI reply suggestions in the ticket?
No. There is a configurable solution method as a template, shown above the ticket history and carried forward iteratively in the work out a solution item. That is a template, not an AI system. There is no chat function within the ticket either; tickets are asynchronous chains of items.
Where is the ticket data stored?
In two geo-redundant, ISO 27001-certified data centres in Frankfurt am Main, with processing exclusively in the EU. teamspace is Made in Germany, GDPR-compliant in its set-up, with a data processing agreement as standard. The contracting party is 5 POINT AG, a German public limited company based in Darmstadt.