GroupLotse optimizes the cooperation between support and development team and facilitates the efficient management of tickets

How it works

Grafik "Wie funktioniert Freshdesk & GitLab mit GroupLotse"

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Problem Grafik


  • Sometimes a support agent is unable to resolve a user ticket and needs to involve the separately working development team to fix the issue

  • The development and support teams usually use different ticketing systems (e.g. Freshdesk and Gitlab), so communicating ticket cases takes too much time


  • GroupLotse notifies the development team about a new ticket assigned to them by support staff and lets them decide who takes care of the issue directly in a team channel

  • GroupLotse also automatically creates a similar GitLab ticket so that the development team can efficiently manage and resolve the issue

Solution Grafik

Services used:

Freshdesk als App Used
GitLab als App Used
Make als App Used

Other use cases