Helpdesk software for startups and digital nomads

  • Are you a Digital Nomad or Startup?
  • Do you need to deliver outstanding customer support?
  • We install, host, configure, support and manage your online OTRS helpdesk.
  • Configured to your own specific business needs.
  • You'll have peace of mind.

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Features

E-mail integration

Handle all customer e-mails

Phone tickets

Handle all customer phone calls

Customer Portal

Your customers are able to log in and track their tickets.

Templates

Templates for auto-responses, default replies and signatures

Agent Dashboard

Overview and control for your agents.

In Your Language

Available in more than 30 languages

Knowledge Base

Create a knowledge base of frequently asked questions.

Statistics

Create reports on all important metrics you need.

Benefits

Better e-mail processing

  • You will never forget to follow up an e-mail.
  • You will never accidentally respond twice to a request.
  • You will never leave an issue unanswered for too long.
  • You will never have to type the same answers again.
  • You will never accidentally work on the same ticket at the same time.

Automate and organise

  • Handle all your requests no matter how you receive them.
  • Use queues to organise tickets in a way that fits.
  • Structure queues by expertise, brands, departments or e-mail addresses
  • Use filters to automatically put new e-mails in the right queues.
  • Use templates for replies, signatures and auto-responders.
  • Build up a knowledge base of frequently asked questions.
  • Automate actions on tickets

Insight and overview

  • Dashboard with entire overview at a glance.
  • Customizable statistics.
  • Know exactly how much time you spent at a ticket.
  • Track all your working hours.

Powered by OTRS 4

  • Ultra flat design
  • Ultra fast
  • Ultra stable

Frequently Asked Questions

What is Startup Helpdesk?

Startup Helpdesk is a service to provide Digital Nomads and Startups with a modern web-based customer support system.

We install, host, configure, support and manage your online OTRS helpdesk. OTRS stands for Open Source Ticket Request System.

I am a solo entrepreneur without employees. Why would I need a ticketing system?

Some of the possible reasons include:

  • Sometimes you forget responding to a support request.
  • Sometimes you accidentally respond twice to a support request.
  • You would like to use templates to prevent having to give the same answers again and again.
  • You would like to track how much time you spend per support request.
  • You want to give customers a portal to track their tickets.
  • Your desk is covered with sticky notes with support requests.
  • You would like to hire employees and (partly) outsource support.
  • You need another feature
  • You have some other special needs

If this is not you then you don't need a ticketing system.

I am a Digital Nomad what are some of the benefits for my use case?

You have 1-2 agents responsible for customer support. Maybe right now sometimes you forget to answer an e-mail or it stays unanswered longer than it should. This won't happen anymore. OTRS has:

  • automatic responses
  • answer templates
  • notifications
  • ticket locking

You will have a professional Ticketing System at an affordable entry level. You will get a running OTRS instance which is monitored and backed up regularly. You can either configure OTRS yourself or use (some of) the available consultancy/support hours for setting up Email, Queues, standard responses and signature(s). You will be quickly up and running. If you have additional requirements along the way you can do-it-yourself, buy more support hours or upgrade to a bigger plan (Startup/Custom Proposal).

We are running a Startup what are some of the benefits for our use case?

You have a few agents responsible for customer support. When you get lot of support requests sometimes it's difficult to maintain oversight. You know your requirements and you need a reliable partner who can help you configure and manage your ticketing system. You have plans to grow your organization, but right now you need a cost-effective total solution that performs well and is scalable to your growing needs. We will work together with you to configure OTRS for you in a way that solves your business needs.

I'm running an IT Department what are some of the benefits for my use case?

You need to respond and solve requests within certain timeframes. You might want to setup internal SLA's. You might want to setup a CMDB so tickets can be linked to your assets. You might want to integrate with LDAP/AD. You definitely need a web-based ticketing system to further professionalize your IT Department. We can do a custom proposal. Some of the possibilities include:

  • Knowledge Base (FAQ)
  • AD/LDAP integration
  • CMDB (asset management)
  • Service Level Management
  • Change Management
  • Process Management

We have have special needs can you help us ?

Yes. We can do a custom proposal. Some of the possibilities include:

  • Time Accounting
  • Process Management
  • migrating your existing OTRS server
  • AD/LDAP integration
  • custom development
  • using the OTRS Generic Interface to interface with a web service

Contact us to discuss your needs.

I don't know which plan I should choose!

Contact us to discuss your needs.

What payment options do you support?

Currently we support yearly payments with (manual) wire transfer. We are looking to integrate with Stripe/Quaderno to offer credit card support and monthly payment options. Contact us to discuss payment options.

I have some other question about payment

Contact us

What about security?

Your customer data is safe. All plans include OS security updates. We run on the latest Ubuntu LTS. If you provide a certificate we can configure Apache to run on HTTPS. OTRS notifies you automatically of new OTRS releases. If you would like to update to a new OTRS (minor) version contact us.

What about backups?

All plans include regular backups of your OTRS instance. On top of this database dumps are also possible depending on your needs.

On request we can provide you with a database dump, current configuration settings and the current OTRS application directory including all OTRS source code.

What about performance?

We run our OTRS instances in the cloud at a location near you. The servers have high-performance Solid State Disks. It's possible to increase the amount of available memory.

What about bandwidth?

You will get at least 1 TB (depending on the plan). You will probably not use all of this. The cost of bandwidth is 0.02 Euro per GB over the limit.

Is it possible to run OTRS on our own domain?

Yes. You need to register a domain and update the DNS records to point to the IP of the OTRS instance. Contact us if you need help doing this. The hostname of the OTRS instance will be equivalent to the domain you run OTRS on (for the DNS PTR records).

Do I need my own mail server ?

OTRS needs at least one e-mailaddress. You can use your own mail server or register for an e-mailaddress at some e-mailprovider. If you need a new e-mailaddress to use with a new domain we recommend Google Apps. We can help you setup your OTRS e-mail configuration. Connect to as much e-mail addresses as you want.

Can I make changes to the OTRS configuration settings?

Using your available consultancy/support hours we can make changes to the OTRS configuration settings for you. You can also request OTRS administration rights and make the needed changes yourself. We can help you understand which changes are safe and easy to make. If absolutely necessary it's even possible to get root access.

We already have a running OTRS server can you help us ?

Yes. We can either migrate to our cloud or do On Site consultancy. Compensation for travel costs and travel time might be required.

Contact us to discuss your needs.

What if we need additional consultancy/support hours ?

Contact us for prices on additional consultancy/support hours

More questions?

Get in touch

Story behind Startup Helpdesk

Roald Hopman is a freedom lover who is into self development.

He has helped multiple organizations with OTRS consultancy. He has done everything from the installation on the server to training employees to developing new functionality. In 2014 Roald started his company Katanoon. Startup Helpdesk is a service by Katanoon.

Roald has a background in artificial intelligence, open source consultancy and self development. He has a passion for whole foods. His biggest goal in life is to help the people around him, himself and the world towards more freedom and growth which he has expressed in multiple ways such as: open source consultancy, self development mastermind groups and meditation. He is a former Ubuntu member. During his study Artificial Intelligence he started working with Unix and GNU/Linux. From 2004 he has been using Ubuntu. He earned the title Ubuntu Member from his contributions to the Ubuntu community. From 2008 until 2014 he has worked as Open Source Consultant. He has worked with open source tooling including Ubuntu, Talend, OTRS and The Grinder.

Roald Hopman

Social Entrepreneur

What do people think?

Beko has found that OTRS is a good solution to lift the service to our customers to an even higher level in terms of response times, registration and reporting. The proactive, pragmatic approach of Roald has been integral to a smooth implementation of OTRS and further upgrades.

Walter Brink Manager ICT at Beko Nederland B.V.

We use OTRS for our Customer Contact Center. OTRS has made it easier for us to give fast and adequate response to customers.



Hans Oorthuis Head ICT at VBKU

We use OTRS to automate processes and to professionalize our support towards our customers and service partners.

Eelke Gunster Contract Manager at ICTroom

Every company is defined by its CEO. Katanoon stands for passion, dedication, brains and great products.

Wim Jongman Owner Remain Software and Industrial TSI

Some of our customers include...

Choose your plan today

Digital Nomad

1
per day

  • 2 consultancy/support hours per year
  • 1 concurrent agent/user

  • regular backups of cloud instance
  • basic monitoring of cloud instance
  • separate OTRS test system
  • migrating your existing OTRS server
  • custom development
  • paid per month or year (price is excluding VAT)
Contact us

Nomad Duo

2
per day

  • 4 consultancy/support hours per year
  • 2 concurrent agents/users

  • regular backups of cloud instance
  • basic monitoring of cloud instance
  • separate OTRS test system
  • migrating your existing OTRS server
  • custom development
  • paid per month or year (price is excluding VAT)
Contact us
Popular

Startup

4
per day

  • 8 consultancy/support hours per year
  • < 10 concurrent agents/users
  • regular backups of cloud instance
  • basic monitoring of cloud instance
  • separate OTRS test system
  • migrating your existing OTRS server
  • custom development
  • paid per month or year (price is excluding VAT)
Contact us

Custom Proposal


  • >8 consultancy hours per year


  • regular backups of cloud instance
  • basic monitoring of cloud instance
  • separate OTRS test system
  • migrating your existing OTRS server
  • custom development
  • paid per month or year (price is excluding VAT)
Contact us

Need help choosing your plan?

Contact us

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