Customers
Customers and their domains
Every customer keeps a list of domains. Emails from there go to that customer, even from a new sender. Branches sit under their parent company, with their own contracts and contacts.
Ticket system for IT service providers
Every customer email in the right ticket.
TicketBastion fetches the mail from your support mailboxes, recognises the customer by the sender's domain and sets the deadline from their SLA. Reply, working time and the affected device sit on the same ticket, and your customer sees the status in the portal.
€5 per technician per month, excluding VAT. Every feature.
14 days, no payment details. The trial ends on its own.
- Hosted by Hetzner in Germany
- Tenants separated by row level security
- Sign-in with Microsoft Entra ID
- Exchange Online via OAuth2
How it works
What happens to an email
Fetch
IMAP · SMTP · OAuth2About once a minute TicketBastion collects new emails from every mailbox, over classic IMAP or from Exchange Online with OAuth2.
Match
@sonnenkorn.example → Bäckerei SonnenkornThe sender's domain decides the customer. An unknown sender still gets a ticket, just without a customer.
Deadline
Response · ResolutionThe customer's SLA sets the response and resolution deadlines. The sender receives an acknowledgement with the ticket number.
Reply
ticket+4.<token>@…You reply from the ticket. The customer's answer finds its way back through a token in the reply address, never through the subject line.
Time
45 min · billableWorking time is logged on the ticket and, once approved, handed to time tracking, currently Clockodo.
Features
Built for the daily work of a service desk
SLA
Deadlines in the ticket list
Response and resolution deadlines come from the customer's SLA profile. The list sorts by deadline, overdue tickets show at the top in red. Saved views such as “Deadline critical” keep count.
Customer portal
A portal for your customers
Customers see their requests and where they stand, raise new ones and read wiki articles you have released. A customer admin also sees the tickets of their branches and requests a copy of their data under Art. 15 GDPR themselves.
Wiki and AI
Solutions you can find again
Solved cases become wiki articles, for the portal too if you wish. The AI drafts replies and articles from the ticket history, a technician checks and sends. It runs in Germany.
Also included
Multiple mailboxes
As many mailboxes as you need, over IMAP and SMTP or Exchange Online. Technicians can reply with their own sender address.
Time tracking
Start the clock on the ticket or add time afterwards. Approved time goes to Clockodo, with one account per organisation.
Devices from your RMM
NinjaOne and octoja supply the devices. The ticket shows the affected device, with a direct link into NinjaOne, TeamViewer or RustDesk.
Linked organisations
When two firms work for the same customer, one grants the other access to its tickets, as far as it decides. Each books its time on its own side.
Your branding
Your own host names, logo, colours, sender name and signature. Sign-in, portal and emails carry your name.
Microsoft 365
Sign-in with Microsoft Entra ID, user sync from Entra and notifications in the Teams feed.
Reports
Volume, SLA compliance, response times and working time per customer and team, ready to export.
API and webhooks
The interface uses the same API you can call with your own tokens. Webhooks report events to your systems.
Security and data protection
Your customers' data stays separate, and in Germany.
Hosted in Germany
The application, the database and attachments are hosted by Hetzner in Germany, the attachments in Object Storage in Nuremberg.
Separation in the database
FORCE ROW LEVEL SECURITYEvery table is under PostgreSQL row level security. The database only returns rows of the organisation a request runs for, even if a filter is missing in the code.
Always a second factor
A password is always followed by a second factor, from an authenticator app or a passkey. Or sign-in runs through Microsoft Entra ID.
Audit log and retention
The audit log records who changed what. Closed tickets are deleted with their attachments once the period you set has passed.
AI in Germany
The AI suggestions run on the Hetzner Inference API in Germany. Your data does not leave the country for them, and according to the provider neither requests nor responses are stored.
Subject access under Art. 15 GDPR
Your customers request the compilation of their data in the customer portal themselves. You do not have to collect anything by hand.
Pricing
€5 per technician per month
Excluding VAT. Every feature for one price, no plans and no limits on mailboxes, customers or tickets. An admin counts as a technician, customer portal accounts are free.
With 6 technicians you pay €30 a month, excluding VAT.
Pricing in detailGetting started
Get started in three steps
Create a trial account
Enter your company name, your name and your business address, then confirm the link in the email. We do not ask for payment details.
Try it with sample data
You are admin of your own organisation with customers, tickets with email threads, SLAs, time and devices. The trial runs for 14 days.
Connect your own data
If you carry on, we clear the samples away. You connect your mailboxes, import your customers with their domains from a CSV file and invite your team.
Questions
What IT service providers ask before switching
- Where is our data and our customers' data stored?
- In Germany, with Hetzner: application and database, attachments in Object Storage in Nuremberg. The AI suggestions run there too, through the Hetzner Inference API.
- Can another company see our tickets?
- No. Every table is under PostgreSQL row level security, so the database only returns rows of the organisation a request runs for. Another company only sees your tickets if you grant it access, and only as far as you decide.
- Does it work with Microsoft 365?
- Yes. You connect Exchange Online mailboxes via OAuth2. Your team signs in with Microsoft Entra ID, users are synchronised from Entra, and notifications appear in the Teams activity feed.
- What does the AI do with our data?
- It drafts replies and wiki articles from the ticket history. Nothing is sent until a technician has checked it. It runs through the Hetzner Inference API in Germany, and according to the provider neither requests nor responses are stored.
- How much work is the switch?
- Customers come in by CSV import with customer number, domain and contact, up to 500 rows per file. You connect mailboxes via IMAP and SMTP or with Exchange Online. After the first sign-in, a wizard guides you through branding, mailbox, roles and invitations.
- What happens after the trial?
- It ends on its own and costs nothing. If you carry on, we clear the sample data away and your own entries stay. From then on you pay €5 per technician per month, excluding VAT.
Try it with sample data.
The trial account is your own organisation with customers, tickets with email threads, SLAs, time and devices. Rather walk through it with someone? Our sales team will show you the demo.
14 days, no payment details. The trial ends on its own.