If customer inquiries get stuck in the inbox, the team lacks an overview
At first glance, many processes appear well-rehearsed - but quickly become confusing as soon as several people, queries, priorities or attachments are involved.
Distributed mailbox
- Manual forwarding
- Emails are copied, forwarded or distributed from individual mailboxes.
- Scattered information
- Attachments, notes and relevant details are located in various places in the system.
- Unclear priorities
- Important requests are not visible to everyone and are easily overlooked in day-to-day business.
- Long mail histories
- Customer responses disappear into threads that are difficult to track later.
- Coordination via detours
- Internal queries are also handled by telephone, chat or separate e-mails.
- Unclear responsibilities
- and lack of transparency - in the absence of employees
For companies that need to process service requests in a structured manner
The ADASMA ticket system supports teams in recording customer inquiries centrally, coordinating them internally and processing them in a fully traceable manner.
Incoming messages are automatically created as a ticket in ADASMA - including subject, content and attachments.
Comments, notes and responsibilities remain directly in the process instead of in separate e-mail chains.
Status, priorities and responsibilities make it clear which request is currently where.
Copy & paste, e-mail forwarding and duplicate documentation are significantly reduced.
From inbox to structured ticket
E-mail is received
Customer inquiries, complaints or feedback are received as usual by e-mail.
ADASMA automatically creates a ticket
The e-mail, including subject, message text and attachments, is created as a new ticket in ADASMA.
Assignment to the right customer
The ticket is automatically assigned to the appropriate customer. This eliminates the need for manual searches and transfers.
Processing in the ticket board
Your team sees all open processes in the ticket board, can set priorities, assign responsibilities and change the status using drag & drop.
Answer directly from ADASMA
Replies to customers are sent directly from the ticket. Every response is automatically returned to the history.
The most important functions of the ticket board
The ticket board bundles incoming customer inquiries, priorities, processing statuses, comments and e-mail histories in a clearly structured interface.
E-mails become tickets, responsibilities become visible and responses are documented in a traceable manner.
E-mail-to-ticket function
- Automatic ticket creation from incoming e-mails
- Transfer of subject, message and attachments
- Automatic assignment to the right customer
- Less manual transfer and fewer sources of error
Ticket board with status and priorities
- Clear display of open tickets
- Status view for each processing step
- Prioritization of important requests
- Drag & drop for easy everyday editing
Comment and mail history
- Send replies directly from the ticket
- Automatically save customer responses in the ticket history
- Document internal notes and comments on the process
- Complete traceability of every response and change
More control in the back office and more professional communication for your customers
Less searching, less duplication of work, more control
For the office staff, the ADASMA ticket system primarily means relief in day-to-day business. Requests no longer have to be copied out of mailboxes, forwarded manually or laboriously reconstructed later. The team works on a joint process - with a clear history, visible status and traceable communication.
- Time savings through less e-mail transfer and copy & paste
- Clearly structured customer communication
- Better overview of open and completed requests
- Traceable processing even in the event of queries or substitutions
- A central location for external communication and internal coordination
Respond more professionally and build trust
Your customers also benefit from clearer processes. Inquiries are found more quickly, responsibilities are more transparent internally and responses are more binding because all information is available in full.
- Faster and more professional responses
- Fewer duplicate queries
- Comprehensible processes for complaints and service cases
- More trust through transparent and structured communication
The ticket system as a central communication hub in the service process
Customer inquiries, queries, priorities and open work do not remain isolated, but connect with Asset Management, Dashboard, Operational planning, Customer Portal, App, ERP and AI.
Asset management
Tickets, queries and follow-up work can be linked directly to assets and objects.
About the functionDashboard
Open tickets, processing statuses and service processes can be evaluated.
About the functionOperational planning
Tickets, queries or open work can result in scheduled operations.
About the functionCustomer portal
Customers can view information, ask questions or track processes.
About the functionService technician app
Open work, notes and processes can be continued until the operation on site.
About the functionERP interfaces
Customer, order and confirmation data can be linked to existing systems.
About the functionAI functions new
Structured ticket and service information forms the basis for intelligent support.
About the functionDirectly integrated into ADASMA - without an additional stand-alone system
Your questions, our answers
Frequently asked questions about the ADASMA ticket system, the e-mail-to-ticket function, to the ticket board, direct response from ADASMA and seamless tracking.
How do emails become tickets?
Thanks to the integrated email-to-ticket function, incoming customer emails are automatically converted into a new ticket. Subject lines, message content and attachments are transferred directly and the ticket is assigned to the appropriate customer account. This eliminates tedious copying from the inbox - and all information is recorded centrally in the system right from the start.
Can I reply directly?
Yes, you can send your response directly from the ticket without having to switch back to the email program. Every customer response automatically ends up in the ticket's comment history. This keeps all correspondence clearly bundled in one place and saves your team valuable time.
Do I see the entire process?
Absolutely. Every request, every response and every internal note is fully documented in the ticket system. Changes to status, priority or responsibility can be tracked at any time. This creates a complete, transparent history that you and your team can reliably refer back to even weeks or months later.
How do I keep an overview?
With the ticket board in ADASMA, you have full control over all open requests at all times. Each request appears as a clear card that you can simply drag and drop into the appropriate column - from receipt to completion. In addition, status displays, priorities and clear responsibilities help you to ensure that no ticket gets lost and that your team always knows exactly what needs to be done next.
Can internal comments be added?
Yes. Your team can enter internal notes and comments directly on the ticket. This keeps the coordination on the process where it belongs.
Is the ticket system a separate tool?
No. The ticket system is directly integrated into ADASMA and supports customer communication within your service and maintenance processes.
Experience how ADASMA makes customer inquiries centralized and traceable.
In the non-binding appointment, we will show you how incoming e-mails automatically become tickets, how your team processes open processes in the ticket board and how responses are fully documented directly from ADASMA .