Use AI to triage and process support emails and tickets
WZ-IT connects an inbox or ticket system to controlled automation. Requests are classified, prioritised and routed to the right team, with response or resolution drafts prepared where appropriate.
Companies worldwide trust WZ-IT
Recurring requests are structured without giving up control
The automation handles explicitly defined steps. Unknown, sensitive or contradictory cases remain with the team; external replies or system actions follow only the confirmed approval model.
Classify and prioritise
Assign topic, urgency, customer, product or ownership according to an agreed taxonomy.
Route and prepare
Create or update tickets, set queue and owner, and provide suitable response drafts.
Keep approvals and exceptions
Route uncertain cases, sensitive content and defined actions for human review.
Define intake, taxonomy, actions and approvals together
The pilot is scoped around your request types, existing history, target systems and intended automation steps.
Analyse request history
Review representative tickets or emails, categories, volume and common misrouting.
Define the taxonomy
Set topics, priorities, ownership and required additional information.
Connect intake
Integrate an inbox, ticket system or agreed API as a controlled source.
Bound the actions
Define permitted system steps, response drafts, approvals and handoff to people.
Assess quality
Evaluate classification, priority, routing and drafts against a representative set.
Prepare operations
Document logging, monitoring, error routing and maintenance required for production.
Effort factors
What determines scope and final price
- Number of channels, languages, categories and connected systems
- Quality of historic labels and the existing knowledge base
- Permitted actions, reply approvals and impact of incorrect priority
- Volume, response objectives, integrations and required automation
Start with controlled classification before increasing automation
The pilot separates safe routine cases from exceptions. External effects are enabled only after taxonomy, quality and ownership have been confirmed.
- 01
Assess requests and objectives
Define channels, categories, volume, target system and intended actions.
- 02
Build the pilot pipeline
Integrate classification, priority, routing and optional drafts.
- 03
Test historic and live cases
Evaluate quality, exceptions and error routing against confirmed examples.
- 04
Confirm the approval level
Document permitted actions, human control and ongoing operations.
Entry and operations
Start ticket automation as a scoped pilot
The starting price applies to one prioritised input channel. Categories, history, target system and permitted actions determine the binding scope.
Ticket and Inbox Pilot
from €4,990
excluding VAT, one-time
For one clearly scoped intake, an agreed taxonomy and defined downstream steps.
- Analysis of representative requests
- Classification, priority and routing concept
- Pilot pipeline with approvals and error routing
- Business tests and documented expansion path
Managed Ticket Automation
from €699.90 / month
excluding VAT, monthly
For ongoing technical operations of a previously accepted automation.
- Technical monitoring and error analysis
- Maintenance of agreed categories, rules and prompt versions
- Assessment of relevant component and security updates
- Documented changes within the agreed scope
Infrastructure, model usage, volume, licences, custom integrations and service levels are itemised in the specific proposal.
All prices are net and exclude statutory VAT. The offers are addressed to businesses.
Suitable for recurring support and service intake
- A team regularly sorts similar emails or tickets
- Categories, priorities and ownership can be defined by the business
- A ticket system, inbox or suitable API is available
- Replies and critical actions can be enabled in stages
What we need from you
- Representative tickets or emails, anonymised where needed
- Existing categories, priorities and ownership rules
- Information about the inbox, ticket system and available interfaces
- A business contact for quality and approval rules
Connect ticket automation with knowledge, systems and operations
Classification, knowledge access and technical actions remain separately controllable and can be expanded in stages.
AI Agents
Implement controlled actions in additional systems with tools, permissions, approvals and logging.
View serviceInternal AI Assistant
Add response suggestions from approved company knowledge with traceable sources.
View solutionManaged Ticket Systems
Have Zammad, FreeScout, Chatwoot and other open-source applications operated on an ongoing basis.
View applicationsDiscuss ticket automation
Which requests should the system triage?
Tell us the input channel, approximate volume, categories, target system and intended actions. We will assess the appropriate pilot scope.
Frequently asked questions about AI ticket automation
Classification, response drafts, approvals, systems and operations
Common steps include classification, prioritisation, customer or product recognition, routing, ticket-field updates and response-draft preparation. Permitted actions are defined for each process.
Not without a confirmed scope. During the pilot, replies are normally prepared as drafts. Automatic sending is appropriate only for clearly defined, tested cases under an explicitly agreed approval model.
Yes. Historic tickets help identify categories, variation and error cases. Their data quality and existing labels are assessed; old classifications are not assumed to be correct without review.
WZ-IT works with Zammad, FreeScout and Chatwoot, among others, and can connect further systems through suitable APIs. The specific integration path is reviewed before the proposal.
The main factors are channels, categories, languages, data quality, target systems, permitted actions, volume and required approvals. The starting price applies to a clearly scoped pilot.
Let's talk about your project - honest and no strings attached
- Straight with Timo and Robin - no sales team, no pitch
- An honest take, including when we are not the right fit
- Concrete next steps for infrastructure, software or AI
No risk: worst case, you leave with a clearer understanding of your project than before.
“WZ-IT's advice on our Azure migration was technically sound and completely non-binding right from the intro call - we took away a great deal.”
What clients say about working with us
From local AI integration to architecture, data sovereignty and ongoing operations.
“WZ-IT moved our studio infrastructure from decentralised individual devices to a central platform: every site is securely connected via VPN, new devices are onboarded automatically and an entire site is provisioned from a template, without manual steps on location. What impressed me most is the breadth and depth of their knowledge: Timo and Robin are not a typical IT provider who sets up a server and leaves. The two of them think their way into highly complex infrastructure and software topics, work through every requirement we put in front of them, and build networking, provisioning and operations so that everything fits together in the end. WZ-IT is an excellent partner for complex software, network and architecture projects.”
Steve Kirchner
Managing Director, nextGYM GmbH
“While looking for a partner to integrate a local AI solution, we came across Timo and Robin - and could not have made a better decision. They quickly understood our requirements and solved technical challenges competently and pragmatically. We were particularly impressed by the straightforward collaboration, their high level of expertise and the speed of implementation. We are delighted to have Timo and Robin at our side as reliable business partners and look forward to our next projects together. (translated)”
Henrik Jeche
Head of IT Administration
ml&s - full-service provider for the electronics industry.
“Communication with WZ-IT was open, friendly and professional from the very beginning. Mr. Wevelsiep and Mr. Zins responded to every one of our questions patiently, promptly and respectfully, and contributed their own suggestions and good ideas on how to modernize our server infrastructure and adapt it even better to our needs. Throughout, WZ-IT consistently kept our need for data sovereignty and GDPR compliance in mind. Even short-notice adjustments and change requests from our side were implemented quickly and patiently and integrated consistently into the overall concept. From planning to the final handover, every step was documented transparently and comprehensively - so if a provider change should ever become necessary, the documentation would let us onboard a successor into our infrastructure very quickly. We are extremely satisfied with WZ-IT and hope to continue working together for a long time.”
Christoph Mußmann
Project Officer, DGHO e.V.
DGHO - German Society for Hematology and Medical Oncology.
“We have had very good experiences with Mr. Wevelsiep and WZ-IT. The consultation was professional, clearly understandable, and at fair prices. The team not only implemented our requirements but also thought along and proactively. Instead of just processing individual tasks, they provided us with well-founded explanations that strengthened our own understanding. WZ-IT took a lot of pressure off us with their structured approach - that was exactly what we needed and is the reason why we keep coming back. (translated)”
Matthias Zimmermann
Managing Director, Annota GmbH
Annota - healthtech startup with an AI documentation assistant.
“I got to know Timo and Robin as dedicated and professional partners who make a lot of things possible for their clients that initially seem impossible. I felt very well advised. The services offered have thoroughly convinced me. (translated)”
Andrea Pawlowski
Communications Manager, Golem.de
Golem.de - leading German IT news outlet.
“Professional, honest and technically thoroughly sound: WZ-IT set up our Proxmox and backup infrastructure securely and future-proof. The consulting from Timo and Robin was objective and needs-driven, the implementation smooth and the final documentation exemplary. You can tell immediately that business-critical infrastructure is thought through holistically from the outset here and implemented with clear ownership.”
Pascal Block
Project Manager, Stadtwerke Brühl GmbH
Stadtwerke Brühl - municipal energy and infrastructure utility.
“With Timo and Robin, you're not only on the safe side technically - you also get the best human support! Whether it's quick help in everyday life or complex IT solutions: the guys from WZ-IT think along with you, act quickly and speak a language you understand. The collaboration is uncomplicated, reliable and always on an equal footing. That makes IT fun - and above all: it works! Big thank you to the team! (translated)”
Sonja Aßer
Data Manager, ARGE
ARGE Neue Medien - master data & digital standards for plumbing and building technology.
“I recently worked with Timo and the WZ-IT team, and honestly, it turned out to be one of the best tech decisions I have made for my business. Right from the start, Timo took the time to walk me through every step in a simple and calm way. No matter how many questions I had, he never rushed me. The results speak for themselves. With WZ-IT, we reduced our monthly expenses from $1,300 down to $250. This was a huge win for us.”
Aleksandr Shuliko
CTO, EVA Real Estate
EVA Real Estate - leading real-estate agency in Dubai.
“WZ-IT manages our Proxmox cluster reliably and professionally. The team handles continuous monitoring and regular updates for us and responds very quickly to any issues or inquiries. They also configure new nodes, systems, and applications that we need to add to our cluster. With WZ-IT's proactive support, our cluster and the business-critical applications running on it remain stable, and high availability is consistently ensured. We value the professional collaboration and the noticeable relief it brings to our daily operations.”
Pascal Hakkers
Aphy AG
Aphy AG - AI platform for hotel back-office.
“WZ-IT provided very competent support in implementing our server and virtualization infrastructure. As part of the project, a Proxmox-based virtualization environment was set up along with a virtual machine for our application systems. Additionally, a structured backup concept was implemented. A particular focus was on security: the setup of a VPN tunnel and the clean implementation of encryption and access concepts were professionally executed. The structured consulting as well as the reliable and swift implementation deserve special mention. We are very satisfied with the services provided and are happy to recommend WZ-IT.”
John Hellmerichs
Managing Director, AInergy GmbH
AInergy - consultancy for energy and facility management.
“Timo and Robin from WZ-IT set up a RocketChat server for us - and I couldn't be more satisfied! From the initial consultation to the final implementation, everything was absolutely professional, efficient, and to my complete satisfaction. I particularly appreciate the clear communication, transparent pricing, and the comprehensive expertise that both bring to the table. Even after the setup, they take care of the maintenance, which frees up my time enormously and allows me to focus on other important areas of my business - with the good feeling that our IT is in the best hands. I can recommend WZ-IT without reservation and look forward to continuing our collaboration! (translated)”
Sebastian Maier
Managing Director, Yonju GmbH
Yonju - business coaching and AI products.
“Counting on WZ-IT team was crucial, their expertise and solutions gave us the pace to deploy in production our services, even suggesting and performing improvements over our configuration and setup. We expect to keep counting on them for continuous maintenance of our services and implementation of new solutions.”
Gabriel Sanz Señor
Managing Director, Odiseo Solutions
Odiseo Solutions - software engineering for the space industry.
Let's Talk About Your Idea
Whether a specific IT challenge or just an idea - we look forward to the exchange. In a brief conversation, we'll evaluate together if and how your project fits with WZ-IT.
Arrange a callback
Companies worldwide trust WZ-IT