1
Capture request
What happened? Who is affected? How urgent is it? This information makes the start clear.
Ticket system for support requests
Support. Sorted. Traceable.
When IT requests should no longer disappear in emails, phone notes and side conversations, structure is needed. Our ticket system makes support cases visible, prioritizable and clearly traceable.
✓ Clear responsibilities
✓ Priorities in view
✓ Clean documentation
Process
Chaos becomes a clear process.
A good ticket system is not just a form. It is a clear path from issue to solution: with responsibilities, priorities, status and documentation.
2
Set priority
Not every request is equally critical. The ticket system helps to see the right things first.
3
Track progress
Status, questions and next steps remain traceable instead of disappearing in individual emails.
4
Close cleanly
Solved cases are documented. This makes recurring issues easier to identify.
Benefits
More clarity in everyday support.
Tickets ensure that support cases are not lost, responsibilities become visible and knowledge is retained.
Transparency
Support cases become visible: status, history, questions and responsibilities are easier to trace.
Prioritization
Urgent topics can be identified faster and separated from less critical requests.
Knowledge is retained
Solved cases and recurring issues can be documented and evaluated better later.
Should support finally become clear?
Then let us structure your support processes. We help with tickets, remote support, hotline and clear communication in everyday IT.
Traceability
Why support becomes more traceable with tickets.
The ticket system is one of four support channels at büKOM — you will find the overall service under IT Support. Its advantage lies less in speed than in the fact that nothing gets lost.
✓ The request is recorded once in full instead of being spread across several messages
✓ It is clear who is handling the case
✓ The processing status remains visible, even over several days
✓ Interim results and approaches already checked stay documented in the case
✓ If the case changes hands, nobody has to start from scratch
✓ Recurring problems become recognisable as patterns over time
Choosing a channel
Hotline or ticket?
Both channels lead into the same support process. The difference lies in what takes priority: a quick question or traceable recording.
✓ Hotline: when a direct question gets you there faster
✓ Hotline: when an issue is acutely blocking your work
✓ Ticket: when a request should be recorded and tracked in a structured way
✓ Ticket: when several people are involved or it may take longer
✓ If the case is best shown on screen, we continue via remote support