Ticket System

The ticketing tool for IT service providers

Individually definable ticket types and escalation levels make it possible to map different support scenarios precisely. Each type can be assigned its own response times, including automatic due date calculation based on SLAs to reflect first responses.

Whether an urgent outage or a regular request, each task is automatically sorted and assigned. Intuitive color coding additionally provides a quick overview, complemented by automatic notifications for critical deadlines or status changes.

This creates an intelligent Ticket System that not only increases response speed but also contributes to compliance with contractually agreed SLAs. This thoughtful control makes the TANSS module an indispensable part of any modern IT ticket software and lays the foundation for reliable, efficient customer support.

The TANSS Ticket Board noticeably simplifies the daily organization of support cases. Ticket views can be configured individually and sorted by categories such as department, user, company, status, type or custom tags. For each ticket board, individual visibility and access settings can also be defined.

The ticket board becomes particularly powerful through the combination of different filters, especially ticket tags. This allows a variety of scenarios to be mapped, such as dispatching tickets, managing callbacks or a Kanban board for project progress. With drag-and-drop functionality, tickets can be moved within a board or across boards, which is ideal for teams working with agile methods.

The TANSS Ticket Board creates clarity, ensures transparency and at the same time provides a flexible foundation for individual workflows. IT teams thus always retain an overview and can react more quickly to changes.

A central element of the ticketing tool are the freely definable tags used for tagging tickets. Tags are a simple yet highly effective method to categorize, filter and analyze tickets. They can be flexibly designed in terms of color and naming and are filterable in all views and statistics. The easy operation allows users to classify tickets quickly and precisely.

The use of tags not only increases clarity but also enables targeted analysis. For example, load per topic or customer can be analyzed or recurring problem areas identified. In addition, tags are the basis for workflows and automations: certain tags can trigger automatic escalations or notifications.

With this flexibility, tags grow with the company and make the IT ticketing system a real tool for structured, forward-looking work and create real added value in the central ticketing tool.

Dynamic checklists in the ticket help to standardize processes and ensure the quality of processing, as no step can be forgotten. These integrated to-do lists can be configured individually, for example for processing technical tasks, complying with inspection processes or implementing ITIL-compliant changes and incidents.

Recurring tasks can be standardized with predefined service texts, which further speeds up and automates processing. By using variables, content can be adapted dynamically. This keeps the checklists flexible and allows them to be tailored to customers, projects and other scenarios.

In addition, checklists also serve internal documentation: they show which steps have already been completed and prevent duplicate work or gaps. This ensures more efficiency and consistently high quality in IT support.

Whether security-relevant vulnerabilities or large-scale software updates, every minute counts in critical situations. With the TANSS mass ticket you can automatically create individual tickets for a wide range of customers and devices in no time.

Thanks to powerful filters, the target group is identified precisely: filter by name, postal code, revenue period, maintenance contracts or categories, or use asset data such as servers, operating systems, IP addresses or serial numbers. All relevant parameters can be flexibly combined, including AND/OR logic. For each found element, a ticket is created automatically. This ticket is managed centrally including status, deadline and responsibility and can be processed for whole ticket groups at the push of a button.

The mass processing of tickets saves valuable time. With a few clicks, entire ticket groups can be managed efficiently and uniformly. In communication, the mass ticket also scores with efficiency: send automated emails from each ticket or start an integrated approval process directly via the TANSS Workflow Module. This makes even the most complex process quick, traceable and executed with high quality.