Solutions · 08 · Support

Issue Tracking & Support Desk

Enterprise-grade issue tracking & support desk — without the ceremony.

Self-hosted, unlimited and powerful.

Tickets, SLAs, knowledge base and customer portal. Self-hosted on your infrastructure, unlimited users, no per-seat licence.

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Why clients choose us

No per-seat licence

Unlimited agents and customers. Your costs don’t grow with your team.

Your data, your servers

Self-hosted on your infrastructure. GDPR-compliant from day one.

Set up fast

Working in days, not months. No consultancy programme needed.

Core features

01Ticketing

Multichannel intake

Email, portal, form and API converge in one queue.

Automation

Rules for assignment, priority and escalation.

02SLA & reporting

SLA management

Response and resolution times per customer or contract, with warnings.

Reporting

Lead times, workload and customer satisfaction on screen.

03Knowledge & portal

Knowledge base

Internal and public articles, linked to tickets.

Customer portal

Customers track their tickets and find answers themselves.

04From Customer to Resolution

Email Becomes a Ticket. Automatically.

Customers email support, a ticket appears. Replies thread correctly. Auto-replies get filtered out. Works with Microsoft 365, Gmail, Zoho, and any IMAP inbox.

AI That Helps Without Taking Over

Summarize tickets, suggest responses, classify priority — powered by Claude, Gemini, or your own local LLM. AI runs on your terms, not the other way around.

05Scale Without Limits

One Installation, Multiple Enterprise Clients

One deployment, complete data isolation per tenant. Add a new customer without adding infrastructure. Scale your service business without scaling your ops burden.

Your Team Logs In Their Way. Every Time.

Azure AD, Google, LDAP, Basic Auth — all active at the same time. Each team, each client authenticates with what they already use.

06Insight & Control

Reports That Show Real Problems

Oldest open ticket. Stale tickets. Bug ratio trends. Team load distribution. Every metric filtered through one question: what problem does this reveal?

Find Any Ticket Instantly, No Matter How Old

Type what you're looking for in plain language or use powerful filters. Date ranges, boolean logic — your entire history searchable in milliseconds.

■Self-hosted, unlimited users

■Email, portal and API intake

■SLA monitoring with escalations

■Knowledge base and customer portal included

■Keyboard-driven UI — dense, fast, mouse-free.

■SCIM 2.0 — users auto-synced with your identity provider.

■Self-hosted — your data, your server, JIRA import on day one.

■Unlimited users — no per-seat costs, scale freely.

Powerful issue tracking without the overhead.

The self-hosted alternative to Jira and Azure DevOps. No sprints, no story points, no burndown charts — just projects, tickets, and workflows that work. Enterprise scale, without enterprise complexity. Everything competitors charge extra for, included by default.

Productive in Five Minutes, Not Five Sprints

No methodology forced on your team. Open a project, create a ticket, get to work. Your team is productive before the onboarding call ends.

Support Portal Included, No Second License

Every organization automatically gets a branded helpdesk portal. Customers submit and track tickets via email codes — no account creation, no friction, no separate license.

SLAs That Enforce Themselves

Set first-response and resolution targets per project. When a deadline approaches, the system escalates, reassigns, and alerts — before your customer notices.

Industries

Who it works for

Software & product teams
Tickets linked to repositories, with AI coding agents that can turn a ticket into a pull request on your own servers.
IT service providers
A branded portal and mailbox intake per customer, with SLAs per customer in one self-hosted installation.
Wholesale & distribution
Customer service tickets that trigger updates in the ERP, CRM and team chat through automation rules and webhooks.
Internal IT departments
One installation for several entities, with sign-in and roles taken from Azure AD, Google Workspace or LDAP groups.
Public sector & regulated organisations
Tickets and AI on your own servers, with SLAs on office hours and public holidays and no per-seat licences.

Use cases

Example scenarios

01 · IT service providers

A branded support portal and shared mailbox turned into one queue

Challenge: Customers write to a shared support address, call, or mail an engineer directly. Replies get lost in personal inboxes and customers cannot see what happens with their request.
Approach: We connect the support mailbox through Microsoft 365, Google or IMAP so every email becomes a ticket, replies thread onto it and auto-replies are filtered out. Each customer gets its own organisation with a portal and notification emails in its branding, and SLA targets per customer.
Result: Every request lands in one queue with its full history, and customers follow their tickets in the portal instead of calling.

02 · Wholesale & distribution

Ticket events pushed into the ERP, CRM and team chat

Challenge: Complaints about damaged or missing deliveries are logged as tickets, but credit notes in the ERP and notes in the CRM are entered separately by hand. Sales often hears about a complaint from the customer.
Approach: Automation rules fire when a ticket is created, changes status or is assigned, route it by skill, and call a webhook. We build the receiving side that prepares the credit note in the ERP, logs the case in the CRM and posts a message in the team chat.
Result: Customer service, finance and sales work from the same case without retyping, and nothing depends on someone remembering to pass it on.

03 · Software & product teams

From ticket to pull request with AI running on your own servers

Challenge: A development team in a regulated sector wants to use AI for routine fixes, but source code and tickets may not be sent to a public AI service.
Approach: We set up Trakr with local models through Ollama or LM Studio and route each AI feature to the right model. A coding agent such as Aider or OpenHands takes a ticket, works on its own branch, pushes and opens a pull request, which is validated and then reviewed by a developer.
Result: Routine tickets arrive as reviewable pull requests, and code and tickets never leave your infrastructure.

04 · Internal IT departments

One installation for every entity, signed in through the company directory

Challenge: A group with several companies runs a separate tracker per entity, each with its own user list. Leavers keep access and nobody has an overview across the group.
Approach: We roll out one self-hosted installation with an organisation per entity and its data kept separate. Employees sign in through Azure AD or LDAP with group sync to roles, and contractors without a company account use a separate login.
Result: Access follows the directory, so leavers lose it automatically, and group IT manages one installation instead of several.

Ready for support without ceremony?

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