Managed

Request Tracker

Incident Management Made Easy

Request Tracker Logo

Automate Your Workflows

Request Tracker is an open source task management software that supports companies in the area of task automation and workflows. It also enables centralized and person-independent email communication with your customers. With your Managed Request Tracker you always have the latest version and don’t have to worry about updates, backups & co. The app just runs.

Open Source Incident Management

 

Request Tracker receives all primary email addresses. This allows you to manage and process requests from your customers directly in the web interface.

Request Tracker allows you to create predefined answers to frequently asked questions and easily insert them into ticket responses.

Request Tracker allows you to use your own domain with your own SSL certificates. This means you don’t have to use our free CNAME, but you can decide which domain you want to use.

The NWS Request Tracker app includes a fully customizable email configuration section. This means you can configure ingoing and outgoing mails directly in our configuration interface.

Our Services. For Your Success

 

30 Days for Free

With us, you have the opportunity to use your Request Tracker app free of charge for 30 days. And without a subscription trap – we rely on your trust.

Data Centers in Germany

Your Request Tracker app is hosted in our ISO-certified data centers in Nuremberg, Germany. You can be sure that your data is safe and sound.

Security Standards

Data security and protection are a must for you? For us too! You can rely on the compliance with the GDPR. With us, no data goes abroad!

World-class Support

With us you will not end up in the waiting loop of a hotline. Talk to us. We are happy to support you and solve your problems.

Flexible Pricing

Choose from different price packages the one that suits you best. If you need an individual package, please contact us.

Always Up-to-date

Sit back and relax. We take care that your Request Tracker app is updated regularly and stays up-to-date!

Quick Start in 3 Easy Steps

Login or Create Account

Register a new account or login with an existing one.

Start your Request Tracker App

Launch a single or multiple instances of your App.

Login to your new App

Login into your App and start to use it in minutes.

We Help You to Achieve Your Goals!

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Modern IT

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Efficiency

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Highest Security

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Stability

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Flexibility

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Technical Support

Start Your Request Tracker in Minutes

Setup. Updates. Operation. We take care of it!

Basic

€ 24.99
per month

Basic Features

Up to 10 Users
Storage space: 25 GB

Common Features


Server location: Germany
DC Certificate: ISO27001
Use our free CNAMEs
Customize your config
Backup: inclusive
Monthly callable

Advanced

€ 49.99
per month

Advanced Features

Up to 50 Users
Storage space: 100 GB

Common Features


Server location: Germany
DC Certificate: ISO27001
Use our free CNAMEs
Customize your config
Backup: inclusive
Monthly callable

Premium

€ 99.99
per month

Premium Features

Up to 200 Users
Storage space: 400 GB

Common Features


Server location: Germany
DC Certificate: ISO27001
Use our free CNAMEs
Customize your config
Backup: inclusive
Monthly callable

Custom Made

Need anything more special?
Get in touch with our team!

FAQ

Who can I contact if I have any problems?

You can get help at any time at nws@netways.de and in the live chat at the bottom right. For general questions regarding the settings we recommend the forum and the documentation of Request Tracker.

Which price package is suitable for which target group?

Our Basics package is especially suitable for StartUps, Advanced for small businesses and Premium for medium-sized companies.

How do I configure Request Tracker to use my existing email account?

After your Request Tracker app has been successfully created, click View and go to the Config tab. Now scroll down to your email configuration. Please fill in all the fields with your configuration details and select the radio buttons that match your environment. On the tab you can also select Comment or Correspondence in the Queue Action section. This determines how incoming mails will be handled – they will be marked as either comment or correspondence. Clicking the Save button will pass your values to the app.

Please note that filling in these details is necessary for your request tracker to start, as there are currently no default values for IMAP/POP3. Also, any incoming email that creates a new ticket will generate an automatic response. You can edit this behavior after logging into your request tracker as an administrator and then clicking Admin > Queues > Select. There you have to select the queues you want to edit and then click on Scrips > Select. Now you can disable e.g. sending auto-responses.

How can I upgrade Request Tracker?

The update/upgrade process is handled by the NWS platform. Once the new version of Request Tracker has been tested, we will announce the upgrade periods via email. Your Request Tracker application will then be upgraded during a reboot, which should take no more than a few minutes. 

Where are users and groups managed?

For any action that affects users and groups, you must log in as an administrator. Then expand the Admin tab in the navigation bar and click on either Users or Groups. To create new users or groups, click Create. To edit existing users or groups, select Select.

How do I configure ticket queues?

For any action related to ticket queues, you need to log in as an administrator. Then you should expand the Configuration tab in the navigation bar and click on one of the queues. To create new queues you can click on New Queue or to edit existing queues you can select the name of the queue in question. You can also add observers to the queue. So again go to Configuration, then Queues and click on the name of the queue you want to add users to. Then click on Observers and add the desired user. To remove watchers, simply uncheck the checkbox next to the user’s name

When can I cancel the app?

You can cancel your Request Tracker either monthly or annually.

Contact Us!

Do you have any questions about our offer? Then write us a message! The NWS team around Sebastian is at your
side with advice and assistance and will gladly help you with your questions.