# Ticketing

> install ticketing software so support is tracked, assigned, and closed.

- Canonical HTML: https://fossasoft.com/services/ticketing
- Markdown: https://fossasoft.com/llms/en/services/ticketing.md
- Language: en-GB

Fossasoft, Ioannou Metaxa 34, Leptokarya 60063, Greece. Phone +30 2352 031 337. Email info@fossasoft.com. Monday–Friday 09:00–21:00. VAT EL164317738. GEMI 165469048000. Map: https://g.co/kgs/6Lt2hQB

support that is tracked, assigned, and closed.

we install and configure ticketing software for your team, so emails, form submits, and internal issues become tickets with owners, history, and a clear close, instead of disappearing in a shared inbox.

## Overview

when support lives in a shared mailbox, requests get lost, nobody owns the reply, and customers ask the same thing twice. ticketing software turns every request into a record your team can assign, comment on, and close.

fossasoft installs and configures a helpdesk that fits how you already work: email to ticket, departments or queues, SLAs if you need them, and a portal or status updates so customers are not chasing you in chat.

we are not selling you a fossasoft-branded product. we pick, host or connect, and set up software your staff will actually use, then train the people who will live in it every day.

## Why it helps

- **nothing disappears in an inbox:** every email, form, or internal request becomes a ticket with an id, a timestamp, and a status. you can see what is open, waiting, or done.
- **someone owns the reply:** assignment and queues stop the “who is answering this?” problem. handoffs stay on the ticket instead of in private chats.
- **history stays with the customer:** previous tickets, notes, and attachments sit on the contact. new staff can pick up a thread without starting from zero.
- **response times you can measure:** SLAs, first-reply targets, and simple reports show volume, bottlenecks, and whether support is keeping up as you grow.
- **customers get status without chasing:** a portal or email updates reduce “any news?” messages. people see that the request landed and is being worked.

## What we do

- **choose and install the helpdesk:** select software that matches team size and budget, then install it on your server or connect a hosted account you control.
- **email, forms, and channels into tickets:** pipe a support mailbox, website forms, and other inboxes into queues so staff stop working from personal mail.
- **queues, roles, and SLAs:** departments, priorities, assignment rules, and optional SLAs that match how you already split sales, billing, and technical support.
- **portal, templates, and automations:** canned replies, macros, notifications, and a customer-facing status page or portal where it helps.
- **crm and website integrations:** connect contacts, orders, or account pages so agents see context on the ticket instead of switching tools for every reply.

## How we work

- we map the current inbox and who answers what before installing anything.
- the setup stays lean: queues and fields people will actually use, not a maze of unused statuses.
- we test with real mail and forms, then train the team on assign, reply, and close.
- you keep access and ownership of the software. we document how to add users and where data lives.

## Typical projects

- replace a shared support@ mailbox with a real helpdesk
- ticketing for an IT or operations team that handles internal requests
- customer support for an online store or SaaS product
- migrate tickets and contacts from an old tool or spreadsheet
- connect website contact forms and CRM records to new tickets

## Deliverables

- installed and configured ticketing software
- email-to-ticket and form intake as agreed
- queues, roles, and templates for your team
- optional portal, SLAs, and CRM connections
- training notes and admin access for your staff

## Outcome

support that is visible, owned, and closable, instead of a pile of unanswered mail.

your team knows what is open, customers get a clearer reply path, and managers can see volume without asking around.

## Contact
- https://fossasoft.com/contact
- info@fossasoft.com
- +30 2352 031 337
- https://fossasoft.com/company