Create a Ticket-System or Helpdesk System and Task Management with Assets

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  • spooner.arthur
    Junior Member
    • Mar 2022
    • 3
    #1

    Create a Ticket-System or Helpdesk System and Task Management with Assets

    Hello,
    we are a small IT system house and service provider (3 employees) from Germany.
    At the moment we manage most to do's with Outlook, Calendar and Excel Sheets.

    Now, we want to use a Ticket-System / Helpdesk System and Task Management System.
    Maybe we can use EspoCRM for this, because then we also have a CRM System.

    Can we use the default "case" function for a ticket system with a new entitty assets?

    I have often read here in the forum that a separate / new / own entity was created for tickets.

    What is the right way?

    Best regards
    Last edited by spooner.arthur; 02-07-2026, 10:41 AM.
    Tags: asstes, ticket
    • dreginald
      Senior Member
      • Sep 2018
      • 180
      #2
      Yes. Case entity is well suited to create a Help Desk System and build automation with Advanced Pack.

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        Comment

        • rabii
          Active Community Member
          • Jun 2016
          • 1378
          #3
          Originally posted by spooner.arthur@gmail.com
          Hello,
          we are a small IT system house and service provider (3 employees) from Germany.
          At the moment we manage most to do's with Outlook, Calendar and Excel Sheets.

          Now, we want to use a Ticket-System / Helpdesk System and Task Management System.
          Maybe we can use EspoCRM for this, because then we also have a CRM System.

          Can we use the default "case" function for a ticket system with a new entitty assets?

          I have often read here in the forum that a separate / new / own entity was created for tickets.

          What is the right way?

          Best regards
          That is what Case entity is for by default (manage tickets). It is the best way to add support tickets in espocrm. If you have Advanced Pack you would create automation that help improve the flow.
          Rabii
          EspoCRM & Web Dev

          🔗 See what I’ve built for EspoCRM

            Comment

            • spooner.arthur
              Junior Member
              • Mar 2022
              • 3
              #4
              I read something about Ticket handling and now I have a question:
              I want to send E-Mails in a Support Case.
              Can I see every Mail in the Case?
              Incoming and outgoing E-Mails?

              What does the customer/email recipient see?
              Do they only see my reply or the entire email correspondence, as if I had replied via Outlook?

                Comment

                • victor
                  #4.1
                  victor commented
                  Today, 03:48 PM
                  Editing a comment
                  The answer to all your questions is "yes".
                  And you and your respondents will see all the correspondence right in the email (in the email body), just like in Outlook.

                  You can find the answers to your questions yourself by testing everything you asked. This is a basic and simple functionality that can be tested in a few minutes.
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