Tickessa documentation
Keep support organised
Tickessa brings support messages from multiple projects together in one interface for phones, tablets and computers. This handbook covers version 0.14.0, including German and English interfaces and email templates per language.
Get started
- Sign in and use your account
- Find your way around
- Manage tickets
- Understand AI suggestions
- Create and publish knowledge articles
- Manage projects
- Configure project mailboxes
- Prepare the help portal and contact forms
- Choose languages and edit email templates
- Prepare real AI quality cases
- Understand personal review of automatic replies
Documentation status
A published technical feature is separate from its operational activation. Tickessa 0.11.0 adds a guarded automatic sending path for narrowly approved routine cases to the secure personal review process. Public intake, production AI processing and automatic sending remain disabled on the reference installation.
See the release notes and language guide for the 0.14.0 changes.
What is Tickessa?
Tickessa is a support and communication hub built on a ticket system. Incoming messages belong to a project and are kept in a traceable conversation with replies, notes, attachments and changes.
The responsive web app and PWA work on smartphones, tablets and computers.
Key principles
- Knowledge stays controlled: saving, expert approval and publication are separate steps.
- AI provides suggestions: no ticket content reaches a provider without explicit configuration, a budget and task approval.
- Quotas stay controlled: Tickessa AI requires an individually issued instance entitlement; warnings, extra budgets and hard limits are enforced centrally.
- A person remains reachable: future automatic replies include an account-free review route protected against link scanners; replying by email is a fallback.
- Sending is deliberate: an adopted AI draft becomes an email only when someone selects Send reply, unless a narrowly scoped automatic rule has explicitly been enabled.
- Public features stay closed by default: the portal, FAQ, contact form and embeds require several explicit approvals.
- Unsafe intake stays isolated: quarantined tickets trigger neither AI calls nor replies.