Staff report incidents from across the company, IT works from a single panel with priorities, SLAs and a knowledge base. No mailboxes, no spreadsheets, no "someone will look at it tomorrow".
Built for IT teams of 5-50 people in mid-sized companies, and for managed service providers handling many clients.
The three most common situations where a ticketing system replaces scattered email threads and chat messages.
The classic case: a few hundred employees report technical problems — lost access, outages, hardware requests — and an IT team of 5-15 people owns all of it.
What Debesis does about it:
An IT company serving 20-200 clients as a managed service provider. Each client has its own SLAs, its own users and a separate ticket view.
What Debesis does about it:
For larger organisations with formal processes: incident, problem and change management — auditable, reportable, with escalations.
What Debesis does about it:
A ticketing system for IT is software that turns requests from employees or clients into structured tickets with a number, a status, a priority and a named owner. It is the backbone of an IT team in companies from around fifty employees upwards, and of any MSP serving external clients.
In practice, an IT helpdesk built on tickets means a critical outage — the ERP being down, say — reaches the front line immediately under a one-hour SLA, while a password reset resolves itself through the knowledge base. The employee sees the status of their request, IT sees the queue, management sees MTTR reports.
The Debesis IT request system covers what a typical ITSM tool does: ticketing, a knowledge base, asset tracking, Active Directory and Microsoft 365 integration, and ITIL-aligned reporting — all in the base price, with no modules to buy separately.
The questions IT directors and CIOs ask us most often before a rollout.
Debesis covers the core ITIL processes — incident, problem, change, knowledge and request management. We are not a certified ITIL tool in the way ServiceNow is, but the processes work in practice: formal statuses, escalations, an audit log and reports. For most mid-sized companies that is enough. Where ISO 27001 or SOC 2 requirements apply, we supply additional technical documentation.
Yes. Single sign-on through Azure AD or Active Directory, automatic user and group synchronisation, and audited logins. Tickets can be created from Outlook (mail-to-ticket), from Microsoft Teams and from a SharePoint self-service portal. We configure all of it together with you during the rollout.
Yes, and it is one of the main ways Debesis is used. The architecture is multi-tenant: one admin panel for your IT company, with a separate space per client holding its own tickets, users, SLAs and reports. Clients never see each other. Billing per ticket and time reporting are built in.
The system detects a jump in volume against the normal baseline and can trigger a mass-incident protocol: notify the IT team, send an automatic reply to everyone affected, and publish a status page. Once it is resolved, a single notification goes out and the linked tickets close automatically.
Yes. You define SLA policies however you need them: per client (an enterprise client at one hour, a standard client at eight), per priority, or per category, so a hardware failure runs on a different clock than an access request. The system watches the deadlines and pushes a ticket to the top of the queue as a breach approaches.
There is basic asset tracking: a ticket can be linked to a device such as a laptop, printer or company phone. A full CMDB — relationships between assets, lifecycle management, automatic discovery — is not part of Debesis; where that is needed we integrate with a dedicated CMDB tool over the API.
Debesis starts at 119 PLN per user / month on the Basic plan. For MSPs there is a dedicated package with multi-tenancy, automatic billing per ticket and no cap on the number of end clients. We price your specific case in the first conversation, and a free trial period is available — we agree its scope with you.