KIX

KIX is open-source service management software for IT service management, enterprise service management, and technical customer support. Its stated uses include help desks, customer support, and field service management. Teams can manage tickets in list or Kanban views and keep searchable internal and external communications with those records. Asset management links assets to tickets and service level agreements, with connections to inventory tools including baramundi and opsi. KIX offers a REST API and connections to external tools and data through add-ons, web services, and database access. It is available for cloud or on-premises use; regular single-instance operation calls for a Debian- or Ubuntu-based Linux host with AMD64 architecture. The free KIX Start plan has limited functionality and no support or maintenance. KIX Pro Business Cloud starts at €33 a month per agent, while Pro Business On-Prem starts at €3,690 as a one-time purchase for packages of 10–250 agents. Enterprise editions are priced on request. A no-obligation trial provides full access for 30 days. The KIX Field Service App is listed for iOS 17 and later and Android 13 and later.

KIX combines ticket and asset management with API and integration options for service teams. The free edition omits support and maintenance, while Pro pricing varies by deployment and edition.

KIX may suit organizations managing help desk, IT service, customer support, or field service work. Teams should weigh the limits of the free Start plan and the Linux host requirement for regular single-instance operation.

Overview

KIX is open-source service management software for teams handling IT, enterprise services, technical customer support, or field work. It is a stronger fit for organizations that need ticketing connected to assets and service levels than for teams seeking a bare help-desk queue. The free Start edition is a way in, but its missing support and maintenance make Pro the more credible choice for supported operations.

Key features

Collaborative ticket work is available in list and Kanban views, with searchable records of internal and external communications. That combination gives teams ways to organize active work and retain its context. SLA management, a knowledge base, an employee portal, and approval workflows also support processes beyond handling individual tickets.

KIX links assets to related tickets and SLAs, and supports inventory integrations including baramundi and opsi. Its REST API, Connect add-ons, web services, and database access offer several paths for connecting other systems. This flexibility can suit service teams with existing operational tools, though the specific value depends on the integrations they need.

KIX says it is certified in 16 ITIL practices, but the ITIL Practices add-on is chargeable in Pro editions and unavailable in Start. Pro also includes LDAP/AD synchronization, OpenID Connect and Kerberos single sign-on, S/MIME, and multifactor authentication; these are unavailable in Start. Organizations that need those controls should not treat the free edition as feature-equivalent.

KIX can be used in the cloud or on premises. Regular single-instance operation requires a Debian- or Ubuntu-based Linux host with AMD64 architecture, a meaningful constraint for organizations planning their own deployment. The KIX Field Service App supports iOS 17 and later and Android 13 and later.

Pricing

KIX uses a freemium model, with a free 30-day trial offering full access. The trial is useful for assessing the paid product before choosing a deployment, while Start has limited functionality and no support or maintenance.

Platforms

KIX supports Android, iOS, Linux, self-hosted deployment, and web use, as well as an API. The dedicated Field Service App requires iOS 17 or later or Android 13 or later. Cloud customers can use KIX Full Managed Service, which the maker says is hosted in Germany, ISO/IEC 27001 certified, and has 99.9% availability.

Who it's for

KIX is suited to help desks and service organizations that need ticket history, asset relationships, SLAs, and integration routes in one service-management system. Its cloud and on-premises options give organizations a deployment choice, while paid support offers implementation, training, technical help, and user support directly from the manufacturer. It is less suitable for teams that need a fully supported free tier or want to avoid Linux-host requirements for regular self-hosted operation.

Pros and cons

• Pros: Tickets link to assets and SLAs, making it easier to relate service requests to managed equipment and service commitments.
• Pros: List and Kanban views, searchable communications, a knowledge base, employee portal, and approval workflows cover more than basic ticket intake.
• Pros: Cloud and on-premises options, plus a REST API and multiple integration paths, provide flexibility for different operating environments.
• Cons: Start lacks support and maintenance, and excludes several add-ons, including ITIL Practices and the listed Pro security capabilities.
• Cons: Business On-Prem begins at €3,690, paid once for packages of 10–250 agents, while Enterprise plans use custom pricing; cost planning is less straightforward than the entry cloud rate.
• Cons: Self-hosted single-instance operation requires Debian- or Ubuntu-based Linux on AMD64, which narrows deployment options.

Alternatives

For teams comparing service-level tools, browse IT SLA Management Software; for a broader help-desk shortlist, see IT Help Desk Software, or compare incident-focused options in IT Incident Management Software.

Desk365 is worth considering for teams that want a free tier capped at 50 tickets per month or a Standard plan at $12 a month billed annually. Choose GLPI if its Public Cloud offer fits: €19 a month per IT agent from one agent, with 5 GB disk and 20 MB maximum attachments. Xurrent Service Level Management may suit teams seeking custom-priced plans with specified platform-user allowances and integrations, while Proactivanet ITSM is another paid option with unpublished pricing.

Web Help Desk may suit small technician teams comfortable with an annual subscription: its 1–5 technician plan is $533 a year and includes unlimited end users. Freshservice is an alternative for teams considering a paid service desk with knowledge management, task management, a support portal, and omnichannel support in its Starter plan at $19 a month billed annually. Jitbit Helpdesk is another paid alternative, and Matrix42 FastViewer is also worth comparing.

Verdict

Choose KIX if your service team needs ticketing tied to assets and SLAs, integration options, and a choice between cloud and on-premises deployment. Its main advantage is that breadth across service-management workflows; its main caveat is that the free edition gives up support, maintenance, and important add-ons. Teams needing those capabilities should budget for Pro, while smaller teams seeking supported functionality without a sizable deployment commitment should compare alternatives first.