Get Started with Standardized Ticketing and Service Processes
With EcholoN Express, organizations gain a clearly defined entry point into the structured handling of tickets, inquiries, and service cases.
This edition provides proven standard features for ticket creation, processing, communication, knowledge management, and documentation. This makes Express ideal for service teams that want to get up and running quickly using existing features and established workflows, without the need for extensive customization or development.
EcholoN Express is an edition of the shared EcholoN software platform. Ticketing and help desk are typical use cases - Express defines the product scope available for these purposes.
Is EcholoN Express the right edition for you?
The most important question isn’t whether you want to process tickets or service requests. What matters is how much functionality and customization you need to do so.
Express is the right choice if you…
- want to record and process tickets and service requests in a structured way
- want to get started with existing standard features and workflows
- need an integrated knowledge base for research and troubleshooting
- Want to link requests to people, devices, products, or other objects
- Want to document communication and processing in a traceable manner
- Want to track processing times and activities related to cases
- Need basic reports and overviews
- Want to use software that can be functionally expanded later
You should consider a higher edition if you…
- Need additional, comprehensive process models
- Want to design processes and workflows extensively on your own
- Want to comprehensively customize forms, fields, roles, or data structures
- Want to develop your own specialized applications, modules, or software components
In short:
Express = Start with standardized features
Standard = Use additional standardized processes
Professional = Configure extensively on your own
Enterprise = Develop your own applications and components
What You Can Actually Achieve with EcholoN Express
Express supports an end-to-end workflow, from the initial inquiry to the documented solution.
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1. Record a Request
1Requests and issues are recorded centrally as tickets or cases.
Standardized input fields and ticket templates help ensure that recurring issues are recorded completely and consistently.
As a result, information is no longer scattered across personal inboxes, documents, or individual filing systems, but is available centrally for further processing.
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2. Assign the person and the affected object
2For a request, existing information about the requester as well as about affected devices, products, components, or other configuration items can be used.
This makes it immediately clear:
• who submitted the request
• what the request pertains to
• what information is available about the respective object
• which previous incidents may be relevant to its resolution
This creates a structured relationship between the request, the user, and the affected object.
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3. Using Knowledge to Find Solutions
3The integrated EcholoN knowledge base helps employees search for known solutions and existing information.
This means that recurring problems do not have to be analyzed from scratch every time. Existing knowledge can be directly incorporated into the problem-solving process and put to further use.
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4. Document Processing and Communication
4Activities, communications, processing steps, and solution information are assigned to the respective case.
This ensures that it is clear what has already been done and what information is relevant for further processing.
Work and processing times can also be documented in connection with tickets and activities.
Key Features of the Express Edition
EcholoN Express bundles the essential features for a standardized introduction to ticketing and service processes.
Ticket Processing and Ticket Templates
Tickets are centrally recorded, categorized, processed, and documented.
- Templates support recurring requests and facilitate consistent data entry. The processing history and associated activities remain directly linked to the case.
Email Processing
Email inquiries can be integrated into the structured ticket processing workflow.
- This transforms an incoming message into a traceable case, the processing of which—along with further communication—can be centrally documented.
Knowledge Base
The integrated Knowledge Base provides existing knowledge to support and service staff.
- Known solutions, documentation, and other information can be researched and reused during processing.
Learn more about the EcholoN Knowledge Base →
Search
Centralized search functions help quickly locate existing tickets, information, and other content relevant to processing.
- This allows existing information to be used more efficiently, especially for recurring inquiries.
Configuration Items and Object Information
Tickets can be linked to relevant configuration items and associated information.
- This allows a case to be assigned, for example, to a device, product, system, or other documented component.
Activities and Time Tracking
A ticket can consist of multiple processing steps.
- Activities and associated times can be documented, ensuring that it remains clear which tasks were performed as part of a ticket.
Standard Reports and Overviews
Basic overviews and standard reports are available to support day-to-day operations.
- These enable the status of ticket processing and relevant information from ongoing ticket and service handling to be analyzed.
Self-Service Portal
The EcholoN Self-Service Portal can offer users additional digital access to service requests, information, and knowledge content.
- The portal processes and additional configurations required for a specific scenario should be determined based on the respective requirements.
Typical Use Cases for EcholoN Express
“Express” refers to the product edition. The following areas are typical use cases in which the standard features of Express can be utilized.
Ticketing
When requests need to be centrally logged, assigned, processed, and closed in a traceable manner, Express provides a structured starting point.
For more detailed information on recording, processing, and managing tickets, visit the solution page:
Help Desk and Support
Help desk teams can centrally record and process requests and link them to existing knowledge base entries.
This creates a shared working foundation for the structured handling of support cases.
Internal IT Support
Internal IT requests can also be recorded and documented in a structured manner using Express.
If more comprehensive ITSM processes—such as Incident, Problem, Change, Configuration, or Service Level Management—are required, you should determine which higher edition is necessary for the desired scope of processes.
IT Service Management with EcholoN →
Customer and Product Support
Customer inquiries as well as questions about products, devices, or services can also be recorded in a structured manner and assigned to the relevant information.
For more comprehensive customer service processes, additional features and expansion levels are available within the EcholoN platform.
Express or a higher EcholoN edition?
Express is specifically designed to provide a standardized entry point.
As your requirements grow, the Standard, Professional, and Enterprise editions offer additional functionality, configuration options, and development capabilities.
| If you need… | Check the edition |
|---|---|
| Standardized ticket and service processing | Express |
| Additional standardized processes and features | Standard |
| Extensive customization of processes, workflows, forms, and data structures | Professional |
| Develop your own applications, modules, and software components | Enterprise |
EcholoN Professional Edition →
Compare all editions in detail →
Start with Express and expand later
Service process requirements can grow over time.
That’s why EcholoN Express remains fully scalable. If additional features, processes, or configuration options are needed, you can upgrade to a higher EcholoN edition.
Existing data is preserved when upgrading to a higher edition. The available feature set is expanded to include the capabilities of the respective edition.
This allows an organization, for example, to start with structured ticket and service handling and later expand EcholoN to include more advanced processes and applications.
Express → Standard → Professional → Enterprise
All editions are based on the same EcholoN software platform. As a result, a later expansion does not require switching to a separate technical product base.
Frequently asked questions
FAQs
What is EcholoN Enterprise Edition?
EcholoN Enterprise is the edition designed for organizations that, in addition to existing features and extensive configuration options, wish to develop their own specialized applications, modules, and software components.
Enterprise thus complements the previous editions with comprehensive Pro-Code development capabilities.
What is the difference between Professional and Enterprise?
Professional focuses on the extensive configuration of EcholoN.
This includes, for example, processes, workflows, forms, roles, and data structures.
Enterprise is required if you also want to develop your own applications, modules, or software components.
What is the difference between the Enterprise Edition and the Enterprise Application Framework?
The Enterprise Application Framework is the technological foundation of EcholoN.
The Enterprise Edition is the product tier that provides the development capabilities needed to build custom applications and software components based on this foundation.
Can custom business applications be developed using Enterprise?
Yes.
Enterprise is designed for scenarios in which custom applications, modules, or components need to be developed beyond the configuration of existing EcholoN functions.
In doing so, existing EcholoN platform functions and data structures can be utilized and supplemented with custom functionality.
Can existing EcholoN solutions be customized?
Yes.
Existing solutions and features can be used as a starting point and configured initially.
If additional custom technical functionality is required, Enterprise allows you to develop your own components and extensions and integrate them with the existing application.
Is EcholoN Express sufficient for your needs?
Express is the right edition if you want to start with standardized ticketing and service processes and initially rely on existing EcholoN features.
If you already require additional processes, extensive custom configurations, or your own applications, you should immediately assess whether Standard, Professional, or Enterprise better suits your needs.
In a personalized demo, you can get to know EcholoN based on your specific use case and, at the same time, determine which edition’s features you actually need.
Compare all EcholoN editions →