FAQs – Everything You Need to Know About ConSol CM
General
We’re looking for a ticketing system that we can run in our own infrastructure or on our own servers. Is that possible with ConSol CM?
Yes! ConSol CM is available as both a cloud-based solution and an on-premise deployment. You’ll find the system requirements here: [System Requirements]
We’re interested in a cloud-based ticketing solution. Where is the data stored?
Our cloud solution runs on Amazon Web Services (AWS), but all data is stored exclusively in AWS data centers located in Germany (currently Frankfurt/Main) and handled in full compliance with the GDPR.
Do you offer support after ConSol CM has been implemented?
Yes – German-language support is included with a maintenance contract (already included in the cloud license model).
What deployment models are available?
ConSol CM can be hosted and operated by ConSol in the AWS cloud or deployed on-premise, meaning you host and manage it on your own infrastructure.
Can ConSol CM be integrated with other systems?
Absolutely. ConSol CM features an open interface concept, supporting REST APIs, webhooks, ETL processes, and more.
Does ConSol CM support different permissions for different user groups?
Yes – permissions and roles can be assigned through our Web Admin Suite (WAS) using a finely-granular role-based access control system.
Is there a ConSol CM app?
No native app – but all ConSol CM interfaces (Agent Client and Customer Portal) are fully responsive, so you can work with tickets seamlessly on mobile devices.
Does ConSol CM have an offline mode?
No – ConSol CM is a web-based solution, so you’ll need an internet connection to use it.
How can tickets be created in ConSol CM?
There are five standard ways to create tickets in ConSol CM:
- Manually by an agent (e.g. after a customer call)
- Via email to a system inbox
- Through a form (e.g. a contact form on your website)
- Through the customer portal (CM/Track)
- Via API (e.g. triggered by monitoring alerts)
Licensing & Costs
Can we try out ConSol CM before committing?
Yes! You can test ConSol CM free of charge for 14 days – no strings attached. If needed, we’re happy to extend the trial period.
How much does it cost to adapt CM/Helpdesk, CM/Ticketing, or CM/Complaint to meet our specific needs?
That depends on how closely your requirements align with our built-in processes. The good news: most customizations can be done via configuration through a graphical interface – no coding needed. If you already have a list of requirements, we can give you an estimate. Or we can determine the effort together in a requirements workshop.
What’s more cost-effective – Named or Concurrent User licenses?
It depends on how often and how many users are logged into the system at the same time. As a rule of thumb:
- If more than two-thirds of your users are typically logged in at the same time (e.g. everyone works weekdays 9 to 5), Named User licenses are usually the better choice.
If fewer than two-thirds are logged in simultaneously, Concurrent User licenses will likely be more cost-effective.
ConSol CM Add-ons
Can we analyze data within ConSol CM?
Yes – all data can be analyzed via our standard dashboards or using our integrated BI tool, CM/EBIA. CM/EBIA (Embedded Business Intelligence and Analytics) offers powerful reporting capabilities right inside ConSol CM – and is super easy to use as a self-service tool.
Does ConSol CM offer AI support?
Yes – our AI/Assist add-on automates various tasks using AI. This includes analyzing incoming emails and summarizing them, automatic categorization, generating reply suggestions, and more. You can connect to cloud-based or on-prem LLMs (Large Language Models) – all fully GDPR-compliant.
Is there a CTI integration for incoming and outgoing phone calls?
Yes – with our CM/Phone add-on, you can connect your phone system to ConSol CM. This lets you open a ticket at the push of a button for recognized incoming numbers or access existing tickets linked to a contact. Outbound calls can also be initiated directly from the system.
Artificial Intelligence
Which AI models can be used?
You choose – either external models such as ChatGPT or Microsoft Azure GPT, or internal models hosted on your own infrastructure. You can also connect models hosted exclusively in Germany if needed.
What happens to personal data?
Our AI/Assist module includes a custom-built Privacy Purger that removes or anonymizes personal data before it’s sent to any AI model. The purger can be configured as part of your LLM integration to ensure no personal data ever leaves your environment.
What are typical use cases for integrating AI into a ticketing system?
Common scenarios include:
- Detecting multi-topic inquiries and splitting them
- Drafting replies to customer emails
- Auto-summarizing tickets for internal documentation
- Categorizing and routing tickets to the right team
- Automating recurring tasks
- Generating solution templates
- Creating recommendations for both customers and agents
What do we need to integrate AI into ConSol CM?
You just need the connection details – the model’s URL, name, an API key if required, and a token limit.
What are the benefits of integrating AI/Assist with ConSol CM?
- Less repetitive work
- Improved quality of communication with customers and team members
- Easy, GDPR-compliant access to LLMs
- Option to use your own hosted models – no dependency on public cloud providers
Data Protection
Is ConSol CM GDPR-compliant?
Yes – ConSol CM is fully GDPR-compliant. More information: https://cm.consol.de/loesungen/datenschutz-mit-consol-cm
Where is the cloud version hosted?
ConSol CM Cloud is hosted in AWS data centers located in Frankfurt/Main, Germany.
Is ConSol CM ISO-certified?
Yes – we’re certified according to ISO 9001 and ISO 27001.