Enquiries come in by email and phone, several hands reach for them, and at the end of the month part of the hours is missing from the invoice. A service desk software puts that in order: teamspace turns every enquiry into a ticket with clear responsibility, shows the time remaining via the SLA traffic light and bills the logged service time straight away.
Intake, responsibility, closure
A ticket bundles email, phone call and note into one enquiry. teamspace carries it from intake through the responsible channel to billed service time, without anyone switching between four tools.
Intake
Every ticket gets a unique number. Follow-up emails attach themselves to the same ticket by that number, with no sorting in the mailbox.
Responsibility
Per channel it is fixed who sees a ticket and who handles it. The status moves responsibility back and forth between you and the customer.
Closure
Work on the ticket logs time to the project. From it comes a receipt or a consolidated invoice, at the rates of the maintenance project.
Responsibility
A ticket does not land in one big pool but in a channel. Per channel it is recorded who is responsible and who only reads along.
Anbindung Schnittstelle
Heyer Plan AG
IT-Team
Standard bearbeitet · informell liest mit
Account
Standard bearbeitet · informell liest mit
Finanzen
Standard bearbeitet · informell liest mit
Each channel team only sees its own tickets.
An enquiry comes in by email or phone. Before anyone opens the ticket, it is already attached to the right contact: teamspace matches the sender address to the CRM record and fills the customer file.
28 May · CRM mailbox
auto-matchedRe: AN-2026-118
v.voigt@heyer-plan.de
Call
04:12 min
+49 30 4567 1820
Teams
Strategy workshop
V. Voigt · Heyer Plan AG
three channels, one contact
Responsibility
A ticket runs through several stations from the first enquiry to closure. At each one it is clear who has to act now, your team or the customer. Nobody has to hand over responsibility by hand; it travels with the status.
liegt im Kanal, noch ungelesen
Besitzer bearbeitet das Anliegen
wartet auf die Rückmeldung
keine Verantwortung mehr offen
Eskalation
Keine Änderung in der Frist? Der Besitzer wird automatisch frei, das Ticket wechselt den Kanal. Urlaub oder Krankheit halten es nicht auf.
Anyone who has promised a customer a response time sees a traffic light in the ticket: how much time remains before the deadline, coloured by urgency.
Ticket · SLA
#4318 · Priority 7 / 9
02:14 h
Response time until SLA deadline
Owner
K. Sturm
Assignee
Team lead
Follow-up items
Some enquiries are settled with a single reply, others pull work behind them. From the ticket you log time to the project, write a receipt or turn the ticket into a project of its own.
Heyer Plan AG · Support
Anbindung läuft nicht, Aufwand fällt an
Aufwand landet auf dem verknüpften Projekt, auf Wunsch automatisch beim Statuswechsel.
Aus dem Ticket entsteht ein Angebot oder Auftrag, der Kontakt wird übernommen.
Wächst das Anliegen, wird ein eigenes Projekt daraus, fest mit dem Ticket verknüpft.
The time logged on the ticket runs to the customer's maintenance project. At the end of the month an invoice is created from it, with the right rates and automatic premiums.
Ticket billing
#4318 · Heyer Plan AG
“Staff in both support and project planning can see orders and invoices. That was not possible before.”
Case Study
Hypothetical practical example to illustrate how it works. Specific figures depend on the starting point, sector and implementation and are not guaranteed. A typical switching scenario: a growing IT service provider with 22 staff, one shared support mailbox and an Excel list for the maintenance hours.
Enquiries ran through a shared mailbox. Who was handling which email was often unclear, two people replied twice or no one did. Promised response times were set out in contracts, but in day-to-day work nobody could see how much time was left. Maintenance hours were pieced together at the end of the month from memory and notes, and part of the work performed never appeared on the invoice.
Enquiries now arrive as tickets in separate channels, each with clear responsibility. Incoming emails attach to the CRM contact, follow-up emails land in the same ticket via the number. A response time is stored per customer, the traffic light shows the time remaining, and escalation releases a ticket that has been left lying. Time is logged on the ticket and runs to the maintenance project, with the consolidated invoice created at the end of the month.
1
ticket pool instead of a shared mailbox
3
channels with clear responsibility
0
enquiries without an identifiable owner
Where you stand
Show us how enquiries reach you today and who handles them. We will tell you honestly where a guided ticket system saves work and where your mailbox is enough.
Use cases
Six focal points around the service desk, each on its own page.
Scope of functions
Four areas that carry the ticket system, from the first intake to the consolidated invoice.
Comparison
Where a ticket system with channels and SLA differs from a shared email mailbox.
Feature
Shared mailbox
teamspace
RecommendedIntake, steering and billing hang on the same ticket. Analyses and integrations grow from the same items, not from parallel lists.
internal, email, from an enquiry
New, In progress, Answered, Closed
5 POINT AG, self-financed
ISO 27001 certified data centre
Self-service
Some customers do not want to write an email every time but to see for themselves where an enquiry stands. For that, teamspace gives them their own access, separate from your internal system.
Intake
Most enquiries still come in by email. teamspace takes in entire mailboxes, so every email arriving at the service address becomes a ticket. Anyone who prefers to stay in Outlook uses the add-in.
Ticket project
Not every enquiry is solved with a single reply. When an enquiry turns into real work, you turn the ticket into a project, firmly linked to the ticket.
When a service desk pays off
A shared mailbox carries you for a while. It tips over as soon as several people respond to enquiries in parallel, as soon as response times are promised, and as soon as service hours are worth money that should not go to waste.
At growing service providers this usually happens between five and fifteen staff in service. From then on it helps to have a clear channel per topic, a status that shows whose turn it is, and billing that grows by itself from the logged hours. That is exactly the point at which a mailbox becomes a service desk.
Cover
The responsible handler is off sick or on holiday, but the customer's ticket runs against the deadline all the same. So that it is not left lying, escalation kicks in.
AI in your ticket system
The teamspace service desk has one built-in AI feature today: condense ticket history. On request, it summarises a long ticket history with the current status, the decisions taken and the questions still open. That helps when handing over to a colleague covering for you and before calling the customer back. The feature is included in every edition, runs on the AI connection your company enters itself (endpoint, model, key) and is switched on by your administrator.
From the outside, the MCP server adds to this. In Claude or ChatGPT you ask, for example: "Which Bauer KG tickets are still open, and who is working on them?" This requires that a suitable MCP connection has been configured and enabled for you, and that you are allowed to see those tickets in teamspace yourself. Nothing goes through MCP that you could not do in the service desk yourself.
Further AI features for the service desk, a ticket dispatcher and a ticket prioritiser, are in the works and not yet available. Until then, channels and escalation rules share out the work. teamspace does not run a language model of its own, and ticket content is not used to train AI models.
Security
Tickets often hold sensitive things: access credentials, infrastructure, the route to solving a problem. teamspace processes this data exclusively in the EU.
Related modules
The service desk lives off the modules beside it: the customer in the CRM, the project behind it, the hour that gets logged.
Every ticket hangs on the contact. The customer file shows emails, calls, quotes and open tickets in one place.
Read moreThe ticket becomes a project, with effort flowing into the planned-versus-actual comparison. Maintenance and project share the same base.
Read moreTime on the ticket becomes project time, without double entry. The hour sits in the personal time account.
Read moreTerms
Six terms that come up again and again in the service desk.
Next step
In a short call we work out whether switching from a shared mailbox to teamspace pays off for your team.
Fit
Intro call
Tell us about your service enquiries, contracts and response times. Within 15 to 30 minutes you will hear whether teamspace is a fit.
