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Polish SaaS · since 2014

Every ticket lands exactly where it should.

Emails, calls, forms, SMS, customer portal, and API — all in one panel with automatic routing, SLA tracking, and full customer history.

Book a demo · 15 min See how it works →
1.4M Tickets / quarter
11 years In the PL market
GDPR Security
Inbox → Ticket → SLA
anna.smith@company.com
Order return #4892
New
+48 600 142 887
Question about complaint status
In progress
Form · /complaints
Product replacement — order #5012
Resolved
SMS · Vita Clinic
Appointment confirmation 2:30 PM
Auto
Customer portal · Thomas N.
Service request #2271
New
API · BaseLinker webhook
Order return BL-9817
In progress
SLA
2h 14m
Live · 6 channels

Trusted by — among others

MMedicalgorithmicsMonitoring Center
BBank Spółdzielczyin Lubaczów
RRonebergSmart Electronics
BBukowinaMountain shelter
FFreshmedHealthcare
PPerfektonLtd. Sp. K.
BC.H. BeckPublishing house
ZZepterInternational
IImpuls LeasingPoland
SSpektrumGroup
BBruk-BetPaving stone manufacturer
JJust GymGym chain
EEuroparkShopping center
DDepilacjaSalon chain

What is a modern ticketing system?

A modern ticketing system gathers every request — from email, phone, forms, customer portal, chat, and SMS — into one organized panel.

Your team works from a clear list of cases with priorities, statuses, and assigned owners. This makes it easier to meet SLAs, avoid email-inbox chaos, and deliver a more predictable customer experience.

Inbox · 250 tickets Live
● anna.smith@company.com New
● +48 600 142 887 In progress
● Form · /complaints Done

How does a ticketing system work? 5 steps from request to resolution

The Debesis ticketing system guides every request through the entire process – from intake to final resolution.

01

Request comes in

Email, phone, form, or SMS. The system automatically creates a numbered ticket.

02

Categorization

Rules automatically assign topic, priority, and tag — in 30 ms, with no manual sorting.

03

Auto-assignment

The algorithm picks the right agent based on workload, skills, and SLA.

04

Working with the customer

The team resolves the case with full context (history, integrations, knowledge base).

05

Close + KPIs

Ticket closed, customer notified, data feeds SLA and CSAT reports.

Key features of the ticketing system

Six modules that work together from day one. No setup, no developer, no consultant required.

Automatic request capture

The system creates a ticket from every communication channel — email, phone, form, portal, SMS. No request gets lost in an inbox.

Categorization and priorities

Rules automatically assign category, topic, and urgency, so the system knows what to handle first.

Automatic ticket routing

Algorithms route cases to the right person or queue, taking into account request type, team availability, and SLA.

Team collaboration on tickets

Ticket handovers, internal notes, merging requests, and escalations let the entire team work on one customer service system.

SLA and KPI reports

Monitor first response time, resolution time, agent workload, and SLA compliance in real time.

Integrations and customer portal

Connect the ticketing system with CRM, e-commerce, couriers, VoIP telephony, and the customer portal to have full context for every request in one place.

How a ticketing system organizes customer service

From the first request to a happy customer – three key steps you complete in a single tool.

1

Bring every request together in one place

Emails, calls, forms, SMS, customer portal, and API all flow into a single panel. No more scattered inboxes or lost messages.

Email 142
Phone 58
Form 31
SMS 19
Customer portal 47
API 23
2

Set up your process and automations

Define categories, queues, SLAs, and rules for automatic ticket routing – the system makes sure nothing slips through.

IF subject contains return
THEN team: Returns
AND SLA: 4h
Rule active · 142 tickets today
3

Deliver a better customer experience

Your team works calmly through a clear list of cases, while you watch the results in SLA, KPI, and customer satisfaction reports.

SLA
96%
CSAT
4.7/5
Response time · 7 days · ▼ 38%

In practice: how companies use the Debesis ticketing system

Three real-world scenarios – calls, complaints, and SMS – showing how Debesis organizes day-to-day customer service.

Debesis ticketing system with phone call handling
Phone calls

Ticketing system with call handling

Every call is logged in the system as a ticket with conversation history and customer context.

See example →
Debesis customer portal used for handling complaints
Customer portal

Complaints handled through the customer portal

The customer files a request themselves, tracks case status, and sees the next steps – without calling the hotline.

See example →
Debesis ticketing system with SMS notifications in healthcare
SMS & healthcare

SMS appointment reminders

The system automatically sends SMS reminders to patients about their appointments and logs replies as tickets.

See example →
Ticketing system handling phone calls and requests
IN PRACTICE – PHONE AND EMAIL REQUESTS

A ticketing system that brings calls, emails, and forms together in one place

The modern Debesis ticketing system centralizes all customer communication – from phone calls, through emails, to forms and other request sources. Every call is automatically logged as a ticket, with the customer assigned, contact history attached, and full case context. The agent sees the request status, team notes, and previous interactions on a single screen, which speeds up problem resolution. Customer service automation eliminates manual data re-entry, reduces errors, and ensures no request "disappears" in an inbox.

  • Automatic logging of calls and emails as tickets.
  • One platform for the customer service department and call center.
  • SLA and KPI reports showing service quality in real time.
See the system in action
Customer portal connected to the Debesis ticketing system
IN PRACTICE – CUSTOMER PORTAL AND COMPLAINT HANDLING

Debesis Customer Portal – clear complaint handling and transparent requests

The Debesis customer portal changes how companies handle complaints and ongoing requests. Customers log in to their dashboard, can file a case themselves, attach photos, documents, and comments, and then track every step of the process. From within the ticketing system, agents see all the information, contact history, and statuses of related requests, which speeds up decisions and answers to customer questions. Process transparency cuts down on "what's the status of my complaint?" inquiries and takes the load off the customer service team.

  • Customers see complaint status 24/7 – without calling the hotline.
  • All documents, files, and correspondence in a single customer service system.
  • Fewer repetitive inquiries and higher customer satisfaction.
Discover the Customer Portal
Ticketing system with automatic SMS notifications for customers
IN PRACTICE – SMS NOTIFICATIONS AND APPOINTMENTS

Automatic SMS messages – ideal for healthcare, beauty, and services

With built-in SMS messaging, the Debesis ticketing system works great in healthcare, beauty, and service industries. The system automatically sends appointment reminders, notifies about schedule changes, confirms request receipt, or shares case status during the customer service process. Every message is linked to a specific ticket, so the team has a full picture of communication with the patient or customer – from SMS, through email, to internal notes. Customer service automation reduces the number of no-shows, takes the load off the front desk, and lets the team focus on what really matters: the quality of services delivered.

  • Automatic SMS reminders for appointments and key deadlines.
  • Full customer communication history in a single ticketing system panel.
  • Ideal solution for clinics, beauty salons, service centers, and service businesses.
Check SMS features

Ticketing system for e-commerce, healthcare, service, and call centers

In practice, a single ticketing system handles a range of processes: requests, complaints, inquiries, and notifications. The key is a consistent process, priorities, SLAs, and integrations with the tools you already use.

Ticketing system for e-commerce

Collect requests from emails, forms, and marketplaces in one place. Connect ticketing with orders and logistics through integrations, and give customers self-service through the Customer Portal.

Ticketing system for healthcare and service providers

Automate confirmations and reminders, keep contact organized in a single case thread, and measure efficiency. Find more automation in features.

Ticketing system for service companies

Set priorities, roles, and responsibilities, and keep contact history attached to each request. That makes it easier to control quality and reduces time to resolution (TTR).

Ticketing system for call centers

Combine calls, emails, and forms in one panel. Ensure SLAs, queues, and real-time status visibility – with no "lost cases".

Book a demo Check pricing

FAQ: ticketing system

The most common questions about how a ticketing system works in practice: from contact channels, through SLAs, to the customer portal.

What is a ticketing system?
A ticketing system gathers requests from various channels (e.g., email, form, phone) in one place and guides them through the process: from intake, through handling, to closing and reporting.
Which contact channels can a ticketing system handle?
In practice, these are most often emails, forms, phone, and the customer portal. The scope depends on the implementation and integrations with the tools you use.
How does a ticketing system help track SLAs?
Through priorities, statuses, queues, and automatic case-assignment rules. KPI reports also show response and resolution times as well as the backlog.
Can customers create requests on their own?
Yes — through the Customer Portal you can share a form, case statuses, and communication history, which reduces the number of phone calls and repetitive questions.
What does implementation and CRM / e-commerce integration look like?
It usually starts with mapping the process and contact channels, and then connecting integrations (CRM, online stores, couriers, VoIP). See the list on the Integrations page.
Can I see a demo or get a quote?
Yes — you can book a demo, and an indicative range of options is available in the pricing list. The right fit depends on the number of seats and the support process.
How much does a ticketing system cost?
The cost depends mainly on the number of seats (users) and the scope of features and integrations. The fastest way to check options is on the Pricing page, or you can book a demo and get a tailored quote.
How many people can the ticketing system support?
A ticketing system works for both small teams and larger customer service departments. Configuration usually covers roles, queues, and permissions so that each person sees only the cases within their own scope.
How is a ticketing system different from handling requests by email?
Email doesn't provide process control: priorities, queues, SLAs, accountability, or reports. A ticketing system organizes the team's work: every case has a status, an owner, a response time, and a complete history — which means fewer requests get "lost" and service stays predictable.
How long does ticketing system implementation take?
Implementation usually starts with mapping the process (contact channels, categories, SLAs), and then queues and integrations are launched. The time depends on process complexity and the number of integrations, but you can get a first working version up quickly and grow it in stages.
Why companies choose Debesis

A ticketing system that organizes customer service from A to Z

Debesis is a ticketing system that turns scattered communication into one clear customer service and complaints platform.

Instead of wasting time looking for emails, notes, and statuses across multiple apps, your team works in a single ticketing system. Automated request workflows, smart prioritization rules, and integrations with CRM, e-commerce, and shipping carriers help you respond to customer needs faster, shorten handling time, and meaningfully raise satisfaction levels. All this with full SLA control and key KPIs for the customer service department. Companies choose Debesis not just for its ticketing system features, but also for data security, implementation support, and a flexible cooperation model and pricing.

debesis.app/inbox
●
anna.smith@company.com
Order complaint #4892
2:32 PM
●
+48 600 142 887
Complaint status #4856
12 min
●
Form · /complaints
Replacement — order #5012
Done
SLA today
96%
Automatic request workflows – no ticket or request from email, phone, or form gets lost.
Smart customer service – rules, priorities, and SLAs help the team work faster and smarter.
Integrations and full context – contact, order, and complaint history in one ticketing system.
SLA and KPI tracking – dashboards show customer service quality in real time.
See how it works at your company

Integrations that connect the ticketing system with the rest of your company

Debesis doesn't work in isolation from your tools. The ticketing system integrates with CRM, e-commerce, shipping carriers, the customer portal, and VoIP telephony, so agents see the full context of a request in a single panel: order history, shipment status, customer contact, and team notes.

CRM – including Bitrix24 and other systems via API and webhooks.
E-commerce and marketplaces – Shoper, online stores, sales platforms.
Logistics and couriers – BaseLinker, InPost, and integrations for shipment tracking.
Telephony and call center – VoIP PBX, IVR, and call recording in one ticketing system.
See available integrations
B Bitrix24CRM
B BaseLinkerMultichannel
S ShoperE-commerce
I InPostCourier & lockers
D DPDCourier
S SalesforceEnterprise CRM
A AllegroMarketplace
+ VoIP & APIand 20+ more

Every case and request under control!

Free trial, open-ended contract, no implementation fees, technical support throughout the entire engagement

Try it free!

What customers say about the Debesis ticketing system

Companies in healthcare, finance, e-commerce, and services improve their customer service with our solutions. Debesis ticketing system reviews confirm the effectiveness of our implementations in practice.

"

Debesis provided a stable working environment for our Monitoring Center. Higher efficiency helped us meet company goals without having to grow headcount. Smooth data flow between the Debesis solution and external systems cut patient handling time. The system's multichannel capabilities and integration of several systems let us shift most of the inefficient yet necessary tasks from the employee to the system. Debesis turned out to be a trusted partner in achieving this goal.

– Paweł Kozak, CEO, Medicalgorithmics Polska Sp. z o.o.

"

Debesis takes a professional approach to customers, offering high standards across its solutions. The company is highly flexible and responds quickly to issues raised. Services are delivered on time using the latest standards in the IT industry. A partner well worth recommending!

– Piotr Żmurko, Vice President of the Board, Bank Spółdzielczy in Lubaczów

"

High-quality customer service has a major impact on how a business operates and grows. Implementing the solutions Debesis proposed was one of the key decisions for our customer service, which is why we can wholeheartedly recommend Debesis as a reliable partner.

– Patryk Marcinkowski, Project Development Coordinator, Perfekton Ltd. Sp. K.

"

Implementing the ticketing system was a milestone for our customer service. We eliminated a ton of mistakes, used IVR to train staff on guest conversations, and cut nearly 70% of phone calls to the restaurant. Advanced email handling makes sure no message goes unnoticed. I recommend Debesis for its helpful and fast technical support.

– Kamil Zeid, E-Commerce Manager, Bukowina Mountain Shelter

"

As the company grew, our staff couldn't keep up with customer inquiries. Thanks to the features in the Ticketing System, Roneberg can now handle requests in an organized way. Centralized service, faster response times, access from anywhere, and detailed customer contact history are the main outcomes of the implementation.

– Katarzyna Kubiś, Sales Director, Roneberg – Smart Electronics

"

Today, alongside professional services, price, and timeliness, the quality of patient care determines a company's competitiveness. Implementing the Debesis hotline management system helped us raise that quality.

– Aneta Juszczyk, Manager, Freshmed

+22 699 99 09
biuro@debesis.pl
helpdesk@debesis.pl

Debesis Sp. z o.o.
05-500 Piaseczno
Geodetów 176, Poland

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No credit card · Polish support · Open-ended contract