What exactly does "buy once, use always" mean?+
You buy a license once and may use the purchased major version (1.x) for an unlimited time. All minor and patch updates within 1.x are free. Only an optional upgrade to a future major version 2.x would cost again – your 1.x license keeps working forever either way.
Where does the software run – do I need a cloud?+
No. The ticket system is self-hosted: it runs on your own server (e.g. via Docker). Your data never leaves your infrastructure.
Is this a helpdesk or a service desk system?+
Both – the difference is in how you organize, not in the software. As an IT helpdesk it takes in incidents and requests, prioritizes them and documents the fix. As a service desk it serves several departments through one shared mailbox and one shared portal: the requester sees a single team, while IT, facility management, HR or accounting hand cases over behind it. Response and resolution times, automation and reporting work as they do in large service desk suites – only self-hosted and without a subscription.
Can I connect Microsoft 365, Gmail or my own mailbox?+
With most providers a user name and password is all it takes – your own mail server, a web host, or on-premise Exchange. Google Workspace and Gmail additionally need an app password. Microsoft 365 cannot be read directly, because Microsoft has switched off user name and password sign-in for IMAP; there you set up a dedicated helpdesk mailbox with forwarding – it takes about ten minutes and has the side effect that the ticket system never gets access to your company mailbox.
Read the guide: connecting a mailbox
Does the time tracking replace statutory working-time recording?+
No, and that is deliberate. What is recorded is the effort spent on a case – how long a ticket took, billable or not. It is not a time clock: no clock-in and clock-out, no breaks, no weekly hours, no holidays. For statutory working-time recording you still need a dedicated system; the two figures have nothing to do with each other and should not be mixed. The benefit here is billing: effort per customer, cost centre or contract, exportable as CSV, Excel and PDF.
What is the difference between Basic and Professional?+
Basic includes the full ticket workflow for one team with two staff users – two admins, or one admin and one agent, whichever suits you (unlimited customers). Professional removes all limits (unlimited teams, admins and agents) and adds email integration (email-to-ticket, SMTP sending, workflows), SSO (OIDC, SAML2, LDAP/AD), custom fields, SLA targets with business hours, time-based automation, incident bundling, satisfaction surveys (CSAT) and automatic ticket assignment.
Can I move from Basic to Professional later?+
Yes, any time – and without losing anything. You only pay the €650 difference, so the Basic price you already paid is credited in full (€349 + €650 = €999). On the pricing page you enter the instance ID of your installation (Settings → License); the new license unlocks Professional in your running installation – no data migration, no reinstall.
How does the 30-day demo work?+
The demo includes the full Professional feature set without restrictions and runs for 30 days. Afterwards you can buy a license and continue seamlessly with your data.
How does purchasing work?+
Sales are handled by our payment provider Paddle as merchant of record – including invoicing and correct tax handling. After purchase you receive your license key by email.
Is the ticket system GDPR-compliant?+
Yes. Because it is self-hosted, you keep full control over personal data: it sits on your server and we do not process it. That is precisely why you need no data processing agreement with us for the installation – there is nothing we process on your behalf. Privacy documentation for the license server is provided.
