Internal Ticketing & Helpdesk Software
Your own internal request and support management platform, without paying per-user licenses or depending on third parties.
From email and WhatsApp to a real support system
Most internal support teams manage requests through wherever they arrive: WhatsApp, email, phone calls or the classic 'I sent you a message'. The result is predictable: lost requests, variable resolution times, users who don't know the status of their request and managers who have no real metrics from the support area.
A custom ticketing system centralizes all requests in a single portal where each incident has a ticket number, category, priority, assigned technician and resolution time. SLAs are configured by request type and the system automatically alerts when the time limit approaches. The knowledge base reduces repetitive ticket volume by publishing the most frequent solutions so users can self-serve.
At Reynotech we develop custom ticketing and helpdesk systems for companies in Reynosa and Tamaulipas. Unlike SaaS platforms that charge per user and don't adapt to your process, our systems are proprietary: the code is yours, with no recurring licenses and the exact workflows, fields and reports your operation needs. Integration with email, Slack or Teams allows users to open requests from the tools they already use without learning a new system.
What's included?
Ticket Portal
Users open requests from web or mobile with category, priority and detailed description.
Automatic Assignment
Requests are routed to the correct technician or area according to configurable business rules.
SLA & Priorities
Define maximum response times by incident type and receive alerts when approaching the limit.
Knowledge Base
Frequent solution articles that reduce the volume of repetitive tickets.
Resolution Reports
Metrics of response time, volume by category and support team performance.
Email & Chat Integration
Open tickets from email or Slack/Teams without leaving current tools.
Why choose us for this service?
Total Visibility
No request gets lost in emails or WhatsApp — everything is recorded and traceable.
Measurable Times
Know exactly how long each type of incident takes to resolve and who resolves it.
Your Own System
Without depending on third-party platforms or paying per-user licenses indefinitely.
Fully Customizable
Flows, categories, fields and reports adapted to your exact support process.
The problem it solves
of WhatsApp requests have no formal follow-up
lost requests with your own ticketing system
faster resolution with automatic assignment
Frequently asked questions
How does the cost compare to platforms like Zendesk or Freshdesk?
SaaS platforms like Zendesk charge between $20 and $100 per agent per month depending on the plan. For a team of 10 agents, that's $2,400 to $12,000 per year in perpetual licenses — for a system that doesn't fully adapt to your process. A custom development has a one-time cost and no recurring fees. Depending on team size, companies recover the investment in 12 to 24 months and then operate the system at zero marginal cost indefinitely.
Can it integrate with our existing email?
Yes. One of the most common integrations is email-to-ticket: requests sent to a specific address (like soporte@tuempresa.com) are automatically converted into tickets in the system. The user receives a confirmation email with their ticket number and can reply to the same thread to add more information. Technicians can also respond from within the system and the user receives the reply as a regular email, without needing to log in to any portal.
How long does implementation take?
A base ticketing system with request portal, category assignment, SLA and basic reports is operational in 4 to 6 weeks. Integrations with email, Active Directory for single sign-on, Slack or Teams for notifications and connections to other internal systems add 1 to 3 additional weeks depending on complexity. We prioritize having a functional system quickly so the team can start using it while additional integrations are being finalized.
Do users need training to use it?
The request portal is designed to be intuitive for any user without technical knowledge: they fill out a form with their name, category, description and optionally attach a file. No training is required to open a ticket. For technicians and administrators — who manage assignments, SLAs and reports — we include a 2-hour training session and user manuals. The learning curve for advanced users is typically one week of active use.
Can the system grow as the company grows?
Yes, scalability is one of the main advantages of a custom system. We can add new ticket categories, additional teams, new escalation rules, more complex approval flows, additional integrations with other internal systems or a mobile app for field technicians — all without changing the base architecture. Each evolution is a new scope that is budgeted and executed independently, without forcing a platform migration that resets all historical data.