Most notifications don't reach your IT through a ticketing system, but via Teams message, a hallway call, or email to one person instead of a mailbox. We build the infrastructure before: every notification becomes a ticket with category, priority, and deadline. Standard cases run automatically, and at month-end you see what really occupies your IT. Tool-neutral, on the system you already have.
Between Teams message, email, and voice calls, there's no shared list, and whoever asks loudest gets served first. The actual incident is fixed in ten minutes, but everything around it takes half the morning.
We don't replace troubleshooting, we automate the administration around it. Every step can be implemented individually, you don't need to buy a new ticketing system.
Whether the notification arrives as email to the support mailbox, Teams message, or form submission: it lands as a ticket in a list with reporter, timestamp, and subject. What previously lived as a direct message to one person is now visible to the entire team. The reporter gets a confirmation with a ticket number.
Saving 3–5 h per week capturing and assigningThe ticket is categorized: hardware, account and permissions, application error, or network. Priority and responsible team follow automatically, no pre-sorting needed. Critical terms like server outage or encryption elevate the ticket immediately.
Impact Urgent always stands outPassword reset, software approval, distribution list maintenance, or a new mailbox aren't incidents, they're requests with fixed workflows. We build them with approval gates so the ticket runs itself after approval. Your IT reviews, instead of clicking.
Saving No manual work per standard caseFor recurring questions, the workflow suggests the matching guide from your approved knowledge base before a technician opens the ticket. The suggestion goes to the reporter, the ticket stays open until confirmed. We never invent answers, only cite what's documented.
Impact Recurring questions catch themselvesEvery priority has a response and resolution deadline. When a deadline approaches, the workflow alerts the technician, then management, before the deadline is missed, not after. The complete history stays on the ticket.
Impact Escalation before deadlineWe rely on what's already running for you. Whether Microsoft 365 is in-house or custom infrastructure: the decision comes during the initial analysis, not in sales.
Workflow orchestrationn8n receives notifications from mailbox, form, and chat, categorizes them, and writes them to your ticketing system or a custom list. Runs on a server in Germany if your data must stay in-house. Every run is logged and fully traceable.
Microsoft 365If notifications arrive in Teams, the workflow stays in the Microsoft ecosystem: Power Automate creates the ticket, sets approvals, and reports back on deadlines. For organizations with Microsoft 365, this is usually the faster path because no additional environment is needed.
To catch standard questions automatically, the helpdesk needs a reliable knowledge base. We connect your existing guides from SharePoint or wiki and let the assistant answer only from those, with source attribution. What's not documented isn't invented, it's escalated.
We deploy your first helpdesk workflow in 30 days, at a fixed price agreed upfront. No open timesheets, no project dragging over quarters.
We examine where notifications actually arrive today and which cases repeat. You get a list of ticket types, sorted by frequency and effort.
We define with you which categories exist, which priority gets which deadline, and who approves what. You make the decisions, we document and build them.
The workflow is built and runs parallel to your current process at first. You see on real tickets whether categorization and escalation work, without losing anything.
You get documentation, training for your IT team, and a dedicated contact. After that, you can adjust categories and deadlines yourself without asking.
This page covers the internal helpdesk for your own employees. If inquiries come from outside—email, phone, form, or WhatsApp—the workflow is different and we build it accordingly. In the overview you'll find the right page for that.
In the free initial analysis, we spend 60 minutes looking at where your notifications get stuck today and which cases can be automated fastest. No obligation, and you get our assessment even if we don't work together.
No. If a system is already running, we integrate with it instead of replacing it. If not, a structured list in SharePoint or a database that we connect to the workflows is enough at first. A dedicated tool is only worth it when volume and analysis needs justify it.
The internal helpdesk serves your own employees, customer service serves your customers. This sounds similar, but leads to different workflows: internally, permissions, approvals, and device management matter; externally, order status, complaints, and external image matter. We build both, but not the same way.
No. Categorization and suggestions run automatically, but every action with consequences requires approval. An account isn't unlocked without confirmation and no software is distributed without permission. You set where the line is and can change it anytime.
Especially then. In small teams, every hour of administration counts more, and losing one person paralyzes half the helpdesk. The biggest gain is usually not time savings, but that tickets become visible and no longer depend on one person.
Only if you want them to. The workflow orchestration can run on a server in Germany on demand, and the knowledge assistant can also be operated so that content never leaves your environment. In the initial analysis, we determine which option makes sense based on your requirements, not our preference.
