Question 1

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?

Accepted Answer

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].

Question 2

We’re interested in a cloud-based ticketing solution. Where is the data stored?

Accepted Answer

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.

Question 3

Do you offer support after ConSol CM has been implemented?

Accepted Answer

Yes – German-language support is included with a maintenance contract (already included in the cloud license model).

Question 4

What deployment models are available?

Accepted Answer

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.

Question 5

Can ConSol CM be integrated with other systems?

Accepted Answer

Absolutely. ConSol CM features an open interface concept, supporting REST APIs, webhooks, ETL processes, and more.

Question 6

Does ConSol CM support different permissions for different user groups?

Accepted Answer

Yes – permissions and roles can be assigned through our Web Admin Suite (WAS) using a finely-granular role-based access control system.

Question 7

Is there a ConSol CM app?

Accepted Answer

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.

Question 8

Does ConSol CM have an offline mode?

Accepted Answer

No – ConSol CM is a web-based solution, so you’ll need an internet connection to use it.

Question 9

How can tickets be created in ConSol CM?

Accepted Answer

There are five standard ways to create tickets in ConSol CM: 1. Manually by an agent (e.g. after a customer call), 2. Via email to a system inbox, 3. Through a form (e.g. a contact form on your website), 4. Through the customer portal (CM/Track), 5. Via API (e.g. triggered by monitoring alerts).

Question 10

Can we try out ConSol CM before committing?

Accepted Answer

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.

Question 11

How much does it cost to adapt CM/Helpdesk, CM/Ticketing, or CM/Complaint to meet our specific needs?

Accepted Answer

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.

Question 12

What’s more cost-effective – Named or Concurrent User licenses?

Accepted Answer

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, 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.

Question 13

Can we analyze data within ConSol CM?

Accepted Answer

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.

Question 14

Does ConSol CM offer AI support?

Accepted Answer

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 – all fully GDPR-compliant.

Question 15

Is there a CTI integration for incoming and outgoing phone calls?

Accepted Answer

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.

Question 16

Which AI models can be used?

Accepted Answer

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.

Question 17

What happens to personal data?

Accepted Answer

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.

Question 18

What are typical use cases for integrating AI into a ticketing system?

Accepted Answer

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.

Question 19

What do we need to integrate AI into ConSol CM?

Accepted Answer

You just need the connection details – the model’s URL, name, an API key if required, and a token limit.

Question 20

What are the benefits of integrating AI/Assist with ConSol CM?

Accepted Answer

• 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.

Question 21

Is ConSol CM GDPR-compliant?

Accepted Answer

Yes – ConSol CM is fully GDPR-compliant.

Question 22

Where is the cloud version hosted?

Accepted Answer

ConSol CM Cloud is hosted in AWS data centers located in Frankfurt/Main, Germany.

Question 23

Is ConSol CM ISO-certified?

Accepted Answer

Yes – we’re certified according to ISO 9001 and ISO 27001.

Name	Purpose	Lifetime	Type	Provider
CookieConsent	Saves your consent to using cookies.	1 year	HTML	Website
fe_typo_user	Assigns your browser to a session on the server.	session	HTTP	Website
_pk_id	Used to store a few details about the user such as the unique visitor ID.	13 months	HTML	Matomo
_pk_ref	Used to store the attribution information, the referrer initially used to visit the website.	6 months	HTML	Matomo
_pk_ses	Short lived cookie used to temporarily store data for the visit.	30 minutes	HTML	Matomo
_pk_cvar	Short lived cookie used to temporarily store data for the visit.	30 minutes	HTML	Matomo
_pk_hsr	Short lived cookie used to temporarily store data for the visit.	30 minutes	HTML	Matomo

Name	Purpose	Lifetime	Type	Provider
_gcl_au	Used by Google AdSense to experiment with advertisement efficiency.	3 months	HTML	Google
AMP_TOKEN	Contains a token that can be used to retrieve a Client ID from AMP Client ID service. Other possible values indicate opt-out, request in progress or an error retrieving a Client ID from AMP Client ID service.	1 year	HTML	Google
_dc_gtm_--property-id--	Used by DoubleClick (Google Tag Manager) to help identify the visitors by either age, gender or interests.	2 years	HTML	Google
_ga	Used to distinguish users.	2 years	HTML	Google
_gat	Used to throttle request rate.	1 day	HTML	Google
_gid	Used to distinguish users.	1 day	HTML	Google
_ga_--container-id--	Persists session state.	2 years	HTML	Google
_gac_--property-id--	Contains campaign related information for the user. If you have linked your Google Analytics and Google Ads accounts, Google Ads website conversion tags will read this cookie unless you opt-out.	3 months	HTML	Google

Product Roadmap

S3 Storage for attachments

MCP server

Dependent fields in CM/Track

Time booking

New audit logging

AI agent for CM/Track

New FAQ solution

CM/Doc for Microsoft 365

Multiselect for list fields

Mail connection via MS GraphAPI

Asynchronous workflow activities

AI agent for the Web Client

Direct display of similar cases

Checklists

Dependent fields in the Web Client

Attachment fields

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