IT Ticketing System cloud managed or on premise

Rexpondo is the Ticketing software based on the Open source solution ((OTRS)) Community Edition.
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rexpondo dashboard customer portal

Helpdesk for Customer service and Employee experience

Rexpondo adapts to the needs of your customers and the support requests of your employees thanks to its high level of customization.
Rexpondo is more than a Ticketing system.

Customer service

The best assistance for your customers. Improve response times, establish SLAs, meet the customer’s needs and increase the customer loyalty.

Team management

Manage your service teams. Monitors from taking charge to resolving the fault. Keep easily track of the work in progress.

Internal support

Our help desk solution makes it easy to support and share information. Coordinates people, processes, and technology.

A modern Ticketing software solution for all your needs

Rexpondo was born as an ((OTRS)) Community edition fork and inherits all its main features.

Rexpondo is the ideal IT Ticketing system for service management that easily adapts to different business needs thanks to its highly customizable structure. Rexpondo can meet the needs of Customer service and internal support with the employees.

Personalized Recommendations

Deliver every Monday, 6 PM
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A Customized and integrated Ticketing system

API available to integrate Rexpondo into your IT system. Some integrations have already been implemented. For any other request our IT department is at your disposal.

  • REST API

    Link programs quickly, easily, and straightforwardly

  • LDAP e SSO

    user/rights management options and easy Single Sign-On

Main features

A set of features to meet every need

Incident management

Restore IT operations quickly with minimal service interruption

Problem management

Identify the root cause of issues, prevent and minimize the impact of future disruptions

Multichannel support

Access customer information, use email and chat, or integrate Rexpondo with your phone

App

Monitor the status of tickets and interventions and interact from anywhere

Helpdesk

Keep track of all your customer requests and monitor their status

SLA and priority

Set a specific reaction or solution time with an easy and quick configuration

Reports

Data exportable as PDF, CSV, SVG, PNG or Excel files and processed as you wish

Change management

Clear standardized methods and procedures for managing changes

GDPR compliance

Compliant with the European General Data protection Regulation (GDPR)

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The solution for your business

Keep track of all tickets, reduce response times to requests, and maintain control of your IT assets.

Cloud managed solution

Enjoy the benefits of a managed solution. Focus on your business and we’ll take care of the rest.

On premise solution

Install Rexpondo wherever you prefer; we will always provide the support you need.

Rexpondo cloud

Cloud Plans

Choose the plan that suits you best. Plans and features can be customized to meet different needs, contact us for more information.

Small Team

Up to 5 agents

Ideal for those looking for an advanced and versatile solution.
  • Ticketing Module
  • FAQ (Knowledge Base)
  • Service Level agreements (SLA)
  • Automated Workflows
  • Mobile App
  • User portal
  • Oauth2 authentication
  • Automatic Notifications
  • API
  • Updates and New Versions
  • Support
  • GDPR Compliance
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Professional

More than 5 agents

Designed for businesses and organizations with growing needs.
  • Small Team features included
  • AI Chatbot*
  • Rexpondo extensions*
  • VPN*
  • Test environment*
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Enterprise
More than 5 agents

For businesses and organizations with complex needs.

  • Professional features included
  • ITSM module
  • CMDB
  • Change management
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*The activation and use of the AI Chatbot, the test environment, the VPN (e.g., for integration with SAML2), and the plugins developed by the Rexpondo team are additional services of the Professional and Enterprise plans and may be subject to fees, usage costs, and/or activation charges.

Plans Comparison

A comparison of the main features across the different cloud plans.

Small Team

Professional

Enterprise

Ticketing module

Request management and monitoring, queue routing, and operator assignment.

ITSM module

Centralized management of IT services to improve efficiency, problem resolution, and end-user satisfaction.

SLA (Service Level Agreement)

Clear definition of service levels to ensure quality, reliability, and compliance between suppliers and business customers.

FAQ (Knowledge base)

Interactive database of quick responses to reduce support times and improve user autonomy.

Incident management

Quick response to IT incidents to restore critical services and minimize operational impact.

Problem management

In-depth root cause analysis to prevent recurrence and improve IT infrastructure stability.

Service management

Comprehensive management of business services to align IT operations with strategic needs.

Change management

Control and secure implementation of changes to reduce risks and ensure operational continuity.

Workflow automation

Automation of repetitive processes to accelerate operations.

Oauth2 authentication

Secure protocol for authorizing access, with granular controls.

AI Chatbot

Intelligent virtual assistant offering 24/7 support, answering questions in real-time.

CMDB

Centralized management of IT resources, configuration monitoring, and real-time dependency analysis.

Support

Different levels of support customized to meet the diverse needs of clients.

Backup & disaster recovery

Protection of business data and assurance of rapid operational recovery.
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FAQ
Frequently Asked Questions
Who are the Agents?

Agents are the system operators, those who manage the tickets and work on the system.

Is the software also available On-premise?

Yes, although our policy encourages the use of Rexpondo in the cloud, the software is also available in an On-premise version.

Are software updates included?
Updates (new versions and bug fixes) are included in the cloud plans and available on request with a separate quotation for the On-premise version.
How does Support work?
We offer various support plans customizable to different needs, including 24/7 support.
Where are your servers located?
Our servers are located in Italy and other EU countries, in compliance with the strictest GDPR requirements.
Is it possible to have the ITSM module for plans with fewer than 5 agents?

Yes it is. 

Can I have the AI Chatbot with a Small Team plan?

Yes, all the features listed above are available and can be combined with different plans, with separate quotations.

Are manuals and guides available?

Yes. Manuals, documentation, and APIs for integrating Rexpondo with other systems are available to customers.

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