IT Service Management
KIX
EU-Made Report an error0–5 in half steps. 5 means the rubric's top anchor is met on the evidence.
by KIX Service Software GmbH · www.kixdesk.com
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KIX at a glance
- Vendor
- KIX Service Software GmbH
- Headquarters
- Not stated on the vendor’s pages as of 1 Nov 2026
- Data hosting
- Not stated on the vendor’s pages as of 1 Nov 2026
- Free plan
- Not stated on the vendor’s pages as of 1 Nov 2026
- Panel verdict
- The AI panel rates KIX 2.5/5, the mean of 6 judges. KIX is an open-source ITSM, ESM and technical customer service desk from KIX Service Software GmbH of Chemnitz, offered self-hosted or as a hosted service. how scores are made
- As of
- Vendor pages captured 1 Nov 2026; evaluated by the panel 2 Nov 2026. all sources
Read this page as one judge. Each weighs the same scores by what they care about.
The panel's verdict
KIX is an open-source ITSM, ESM and technical customer service desk from KIX Service Software GmbH of Chemnitz, offered self-hosted or as a hosted service. The scoring is strongest on the service desk, 4 to 6, and pricing transparency, a flat 5: tickets arrive by phone, email and self-service portal with automatic assignment, and Pro Business is published at 33 € per month per agent in the cloud and from 3.690 € on premise in 10-agent packages up to 250 agents, with a free base version. Deployment and integration scores 4 to 5, helped by LDAP/AD authentication in every edition and migrations from OTRS, Topdesk, Matrix42 and Jira Service Management. The weakest clusters are change and problem and the self-service portal, both 3 to 4: KIX Pro is certified for 16 ITIL practices, but we found no public information on approvals, change calendars, problem records or a service catalog. Sovereignty spreads 4 to 6: the higher scores rest on self-hosting the open-source edition, the lower ones on the hosted edition's unconfirmed storage location and data processing agreement.
Speaks for it
- Published pricing for Pro Business — 33 € per month per agent in the cloud and from 3.690 € on premise in 10-agent packages up to 250 agents — over a free base version.
- Open-source base offered self-hosted or as a hosted service, letting buyers hold records on their own servers.
- Tickets arrive by phone, email and self-service portal and are automatically assigned to a suitable service employee.
- KIX Pro is certified for 16 ITIL practices against over 700 criteria of the CERTIFIEDTOOL certification.
- LDAP/AD authentication in every edition, plus documented migration experience from OTRS, Topdesk, Matrix42 and Jira Service Management.
Held against it
- We found no public information on change types, approvals, a change calendar or problem records, leaving change evidenced as a named practice.
- We found no public information on configuration-item relationships, discovery or licence compliance, so the CMDB reads as an inventory with configurable categories.
- We found no public information on SLAs with escalation and business hours, time tracking on tickets or major-incident handling.
- Enterprise tiers are on request only, and the maintenance plan, specific web services and workforce management are chargeable without published figures.
- We found no public information on where the hosted cloud edition stores ticket data or on a product-side data processing agreement.
Best for
- You want an open-source ITSM you can self-host, so staff and device data stay on your own servers.
- You need a readable published price for a small to mid-sized Pro Business deployment.
- You are moving off OTRS, Topdesk, Matrix42 or Jira Service Management.
- You want solid phone, email and portal intake with automatic ticket assignment for your service desk team.
Avoid if
- You must show an auditor who approved which change and which services it touched — the captured pages name incident management, service request management and change enablement, and we found no public information on approvals, change types or a change calendar.
- You run a multi-client service business needing separated client data and time-based billing — the REST API is stated as restricted to ticket and asset management, and we found no public information on multi-client operation.
- You depend on the hosted cloud edition and must confirm where ticket data is stored and under which data processing agreement — the captured pages leave this unconfirmed, with self-hosting the evidenced alternative.
The scores
| Criterion | Panel median |
|---|---|
| Service desk, incidents & requests | 2.5 of 5 |
| Change, problem & release management | 2 of 5 |
| Assets, CMDB & discovery | 2 of 5 |
| Self-service portal & service catalog | 2 of 5 |
| Deployment, integrations & multi-client operation | 2.5 of 5 |
| European sovereignty | 2.5 of 5 |
| Pricing transparency | 2.5 of 5 |
Service desk, incidents & requests
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How this is scored
How tickets come in and get resolved: intake by email, portal, chat, phone and Microsoft Teams or Slack, incidents and service requests told apart, categories, priorities and an impact-urgency matrix, assignment rules and queues, SLAs with escalation and business hours, major incidents, templates and canned responses, a knowledge base for agents, automations and workflows, time tracking on tickets, and reports and dashboards on volume, resolution time and SLA compliance.
0 — Not a ticketing or service desk product; requests cannot be recorded and worked in it.
3 — Tickets from email and a web form with status, priority and assignment; SLAs, automation and reporting are basic or not described.
5 — Multi-channel intake (email, portal, chat or Teams), incidents and service requests told apart, assignment rules and queues, SLAs with escalation and business hours, an agent knowledge base, rule-based automations, and standard reports on volume, resolution time and SLA compliance.
8 — A visual workflow builder for any ticket type, major incident handling with communication to affected users, SLAs per service, customer and contract, skills- or load-based routing, time tracking on tickets, AI suggestions or classification with what they do stated, custom dashboards and scheduled reports, and a mobile app for agents.
10 — A service desk an organisation of thousands runs on: every workflow, form and SLA configurable without code and versioned, omnichannel intake with one history per requester, AI features documented with their data use and limits, operational level agreements and underpinning contracts tracked, and every report reproducible from an exportable ticket history.
The Service Desk Lead
Intake by phone, email and a self-service portal with automatic assignment, incident and service request management named among sixteen certified ITIL practices, plus knowledge base, templates and canned responses, automation macros, dashboards and Kanban cover most of what my team touches daily. We found no public information on SLAs that escalate on their own with business hours, time tracking on tickets, a mobile app or AI help for agents, which keeps it at solid mid-level. 2 4 5
The MSP Owner
Tickets arrive by phone, email and a self-service portal, with incident management and service request management as named practices, automatic assignment to a service employee, plus knowledge base, canned text modules, checklists, macros, process and workflow management, dashboards and reporting. For my twenty-two technicians the specifics are thin: we found no public information on chat or Teams intake, SLA escalation with business hours, or time tracking on tickets — and untracked time is unbilled time. 2 5
The Change & Configuration Manager
Intake by phone, email and the self-service portal with automatic ticket assignment is documented, incident and service request management are named practices, and the Pro list shows knowledge base, macros, dashboards, reporting and ticket templates. We found no public information on SLAs with escalation and business hours, major incident handling or time tracking on tickets. 2 4 5
The Municipal IT Lead
Intake by phone, email and the self-service portal, with incidents created as tickets and automatically assigned to a service employee, is documented, as are an agent knowledge base with FAQ, automation macros, templates and checklists, dashboards and reports, and configurable ITIL practices including incident and service request management. We found no public information on SLAs with escalation and business hours, time tracking on tickets, or major-incident handling, which keeps this below a fully described service desk. 2 4 5
The Solo IT Admin
Requests arrive by phone, email and the self-service portal and land as tickets with automatic assignment to a service employee and flexible team splits, and the feature list names a knowledge base/FAQ, templates and checklists, automation macros, workflow management, dashboards and reporting. I found no public information on SLA escalation with business hours, Microsoft Teams intake, major-incident handling or time tracking, so it reads as a solid desk short of the fully automated end. 2 4 5
The Skeptic
Tickets come in by phone, email and a self-service portal, an incident reported there is created as a ticket and automatically assigned to a suitable agent, and incident management and service request management are named, certified ITIL practices; knowledge base, text modules and checklists, automation macros, process and workflow management, dashboards and reports sit in the Pro feature list. We found no public information on SLAs with escalation and business hours, major incident handling, time tracking on tickets, or a mobile app for agents. The mid level is reached on named features rather than described mechanics. 2 4 5
Change, problem & release management
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How this is scored
The ITIL processes behind the ticket: problem records linked to incidents with root cause and known errors, change requests with standard, normal and emergency types, risk and impact assessment, approvals and a change advisory board, a change calendar with blackout periods, release and deployment records, links between changes, problems, incidents and configuration items, process certifications (PinkVERIFY, PeopleCert/AXELOS) named with their scope, and audit trails that a regulated buyer can show an auditor.
0 — No change or problem management of any kind; only tickets.
3 — A change or problem ticket type with a status and an approval step; change types, risk, calendar and links to incidents are basic or not described.
5 — Problem records linked to incidents with root cause and known errors, change requests with standard, normal and emergency types, multi-step approvals, a change calendar, changes linked to incidents and configuration items, and an audit trail of who approved what.
8 — Risk and impact assessment that reads affected services from the CMDB, a CAB workflow with agenda and decisions recorded, blackout periods and collision detection on the change calendar, release management with deployment tasks, change templates for standard changes, and an ITIL process certification named with the processes it covers.
10 — Change and problem management a regulated organisation can be audited on: every process configurable and versioned, change success and failure rates reported, a full trail from incident through problem and change to release exportable, the mapping to ISO/IEC 20000, ITIL 4 or DORA requirements documented, and certifications published with their scope and date.
The Service Desk Lead
Change enablement is a named practice and the Pro edition carries an ITIL certification against more than 700 criteria covering sixteen practices, which is more than a bare change ticket type. But the captured pages describe no problem records with root cause, no approvals or change advisory board, no change calendar, risk assessment or links to incidents and configuration items. 2 4
The MSP Owner
Change Enablement is a named practice and KIX Pro carries a CERTIFIEDTOOL certification across sixteen ITIL practices against over seven hundred criteria, which is more than a bare change ticket. We found no public information on change types with approvals, a change calendar, problem records with root cause and known errors, or links between changes, incidents and configuration items — the audit trail my regulated clients ask for. 2 4
The Change & Configuration Manager
Change Enablement is a named practice, KIX Pro is certified for 16 ITIL practices against over 700 CERTIFIEDTOOL criteria, and revision security and process/workflow management appear in the feature list. We found no public information on problem records tied to incidents, on standard, normal and emergency change types, on approvals or a CAB workflow, or on a change calendar, so I cannot yet show an auditor who approved which change and which services it touched. 2 4 5
The Municipal IT Lead
Change Enablement is named among the supported ITIL practices, the ITIL add-on activates the eight most-used practices by configuration, and KIX Pro is described as certified for 16 ITIL practices against over 700 criteria of a named certification. We found no public information on change types, approvals, a change calendar, blackout periods, problem records, or links between changes, incidents and configuration items, so only a basic change capability is evidenced. 2 4
The Solo IT Admin
Change enablement is named as a practice, the ITIL add-on activates eight commonly used practices at a button press with more configurable, and KIX Pro is certified for sixteen ITIL practices against CERTIFIEDTOOL criteria — but the practices actually named on the captured pages are only incident management, service request management and change enablement, and I found no public information on approvals, change types, a change calendar or problem records with root cause. It tells me change exists as a concept without showing me the process I would run. 2 4
The Skeptic
Change Enablement is a named practice and KIX Pro is described as certified for 16 ITIL practices against over 700 criteria of a service management tool certification, with revision-safe working listed as a Pro feature. We found no public information on which sixteen practices are certified, on problem management or release management, on change types, multi-step approvals, a change advisory board, a change calendar, or links between changes, incidents and configuration items. A certificate count where I would want process mechanics. 2 4 5
Assets, CMDB & discovery
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How this is scored
What the product knows about the things tickets are about: an asset inventory of hardware, software and licences, a CMDB with configuration item types, attributes and relationships, a service map or dependency view, agent-based or agentless discovery, imports and synchronisation from Active Directory, Entra ID, Intune, SCCM, JAMF or a discovery tool, software licence compliance, contracts, warranties and the asset life cycle, and assets linked to users, tickets and changes.
0 — No asset or configuration data at all; tickets cannot be linked to devices or services.
3 — A list of assets with basic fields that can be linked to a ticket; relationships, discovery and licences are basic or not described.
5 — An asset inventory of hardware and software, a CMDB with configurable CI types and relationships, network discovery or an inventory agent, an import or sync from Active Directory or Entra ID, contracts and warranties per asset, and assets linked to users, tickets and changes.
8 — A visual service and dependency map used for impact analysis, discovery documented for named platforms (Windows, macOS, Linux, network devices, cloud accounts), connectors to named sources (Intune, SCCM, JAMF, VMware, AWS, Azure), software licence compliance and metering, the full asset life cycle from purchase to disposal, and data quality rules for the CMDB.
10 — A CMDB an organisation can trust for audits and outages: a documented data model with reconciliation of several sources, CI history and change tracking, service models from business service to infrastructure, licence optimisation for named vendors, and every CI and relationship exportable and reachable by API.
The Service Desk Lead
An asset database described as a CMDB with standard IT-equipment categories extendable by configuration, asset types from hardware and software to contracts, imports via database or REST interface, and its tie to incident processing are documented. We found no public information on discovery, CI relationships, Active Directory synchronisation or licence compliance. 2 4 5
The MSP Owner
The asset side is real: standard categories for IT equipment extensible by configuration, assets ranging from hardware and software to contracts and large technical installations, imports via database or REST interface, and a CMDB tied to incident handling. We found no public information on discovery, CI relationships or service maps, or synchronisation from Active Directory, Entra ID or Intune — the things that would keep sixty clients' inventories honest without manual work. 2 4 5
The Change & Configuration Manager
A CMDB and asset management are claimed, with configurable standard categories for IT equipment and asset types spanning hardware, software and contracts, imported via database or REST interface. We found no public information on CI relationships or a dependency view, discovery, licence compliance or synchronisation from Active Directory or Entra ID, and without dependencies I cannot read change risk out of the CMDB. 2 4 5
The Municipal IT Lead
An asset database for IT equipment, hardware, software and contracts, with standard categories extendable by configuration, is documented and described as connected to incident processing, with data import via database or REST interface and services and service contracts as pro features. We found no public information on configuration item relationships, a service or dependency map, discovery, or software licence compliance, which is what I would need to link every school device and its tickets. 2 4 5
The Solo IT Admin
There is a real asset database covering IT equipment, hardware, software, office furniture, large technical plant and contracts, with standard categories extendable by configuration, import via database or REST interface, and asset management reachable through the REST API. I found no public information on automatic discovery from Intune, SCCM or an inventory agent, on licence compliance, or on CI relationships — so I would still be feeding the list by hand instead of having laptops and licences found for me. 2 4 5
The Skeptic
The captured pages confirm an asset database covering IT equipment, hardware, software, office furniture, large technical installations and contracts, with standard categories extendable by configuration and imports via database or REST interface. We found no public information on relationships between configuration items, service or dependency maps, discovery, licence compliance, or synchronisation from Active Directory or Entra ID. Until relationships are documented, the CMDB claim rests on an inventory with configurable categories. 2 4
Self-service portal & service catalog
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How this is scored
What employees or clients see: a self-service portal with the service catalog, request forms with fields and approvals per service, ticket status and history for the requester, a searchable knowledge base for end users, announcements and outage notices, a virtual agent or chatbot, password reset or other automated fulfilment, branding and languages, single sign-on for the portal, access from Teams or a mobile app, and satisfaction surveys.
0 — No portal or end-user access of any kind; requests can only be emailed or phoned in.
3 — A web portal where users open tickets and see their status; a catalog, knowledge base and approvals are basic or not described.
5 — A branded portal with a service catalog, request forms with approval steps, an end-user knowledge base with search, ticket status and history, announcements, single sign-on, several languages, and satisfaction surveys after resolution.
8 — A service catalog with conditional forms, costs and delivery times per item, automated fulfilment for named requests (password reset, software install, onboarding), a virtual agent in the portal and in Teams or Slack, deflection measured, portals per client or department, and accessibility (WCAG) stated.
10 — A portal that runs as the front door of the organisation: catalog, forms and fulfilment built without code and reused across IT, HR and facilities, the virtual agent documented with its sources and data use, deflection and satisfaction reported per service, and accessibility conformance published with its level.
The Service Desk Lead
A self-service portal exists where a reported incident becomes a ticket and is automatically assigned, and the feature list names form templates, a knowledge base and multilingual support. We found no public information on a service catalog, per-request approvals, announcements, satisfaction surveys or single sign-on for the portal — and the catalog is what would get my people to stop emailing every Monday. 2 5
The MSP Owner
A self-service portal is described where a reported incident is created as a ticket and automatically assigned, and the feature list includes knowledge base/FAQ, form templates and multilingual support. We found no public information on a service catalog with approvals, single sign-on for the portal, satisfaction surveys, or a portal per client — and per-client front doors are exactly what a managed service provider sells. 2 5
The Change & Configuration Manager
A portal exists where a reported incident becomes a ticket and is assigned automatically, and the Pro editions add a knowledge base/FAQ, form templates, several languages and website integration. We found no public information on a service catalog with approvals per item, ticket status and history for the requester, announcements, portal single sign-on or satisfaction surveys. 2 5
The Municipal IT Lead
A self-service portal where employees report incidents that are created as tickets and automatically assigned is documented, together with a knowledge base and FAQ, form templates, multilingual support and Enterprise Service Management scope, which suits teachers and clerks. We found no public information on a service catalog with approval steps, single sign-on for the portal, announcements and outage notices, or satisfaction surveys. 2 5 6
The Solo IT Admin
The self-service portal turns a report into a ticket that is automatically assigned to a service employee, and the feature list adds form templates, a knowledge base/FAQ, multilingual interface and website integration. I found no public information on a service catalog with approvals per item, announcements, single sign-on for portal users or satisfaction surveys, so it sits above a bare web form but short of a full front door. 2 5
The Skeptic
A self-service portal is offered where a reported incident lands as an automatically assigned ticket, and multilingualism, form templates, a knowledge base and services with service contracts are listed Pro features. We found no public information on catalog contents, approvals on portal requests, announcements or outage notices, single sign-on for the portal, satisfaction surveys, or whether end users can reach the knowledge base. The evidence shows the door; the room behind it stays undescribed. 2 5
Deployment, integrations & multi-client operation
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How this is scored
How the product is run and connected: a cloud edition and an on-premise or open-source edition with feature parity stated, system requirements and update cadence, a documented REST API and webhooks, integrations with Microsoft 365, Teams, Entra ID, Slack, monitoring tools, RMM and remote support tools, single sign-on (SAML, OIDC) and SCIM, roles and permissions, multi-client or multi-tenant operation with separated data for MSPs, time and contract billing for MSPs, a migration path from other tools, and a public status page.
0 — No documented way to run, connect or administer the product.
3 — Runs as one edition with user roles and an email connection; the API, integrations and other editions are basic or not described.
5 — A documented REST API, integrations with Microsoft 365, Teams and Entra ID or Active Directory, single sign-on, role-based permissions, at least one monitoring or remote support integration, and either an on-premise edition or a stated hosting model with uptime terms.
8 — Cloud and on-premise or open-source editions with feature parity stated, webhooks and an integration marketplace, SCIM provisioning, multi-tenant operation with separated client data for MSPs, time and contract billing, named RMM and monitoring connectors, a documented migration from named tools, and a public status page with uptime history.
10 — Operation at scale and on the customer's terms: open-source code under a named licence or a self-hosted edition with full parity, configuration as code or a staging-to-production transport documented, an API covering every object, high availability and disaster recovery documented, and SLA and support terms published.
The Service Desk Lead
Cloud and on-premise editions are both priced, a free open-source base version exists, the REST API is documented with its restrictions stated (ticket and asset management), and there is LDAP/AD authentication plus proven migrations from OTRS, Topdesk, Matrix42 and Jira Service Management. We found no public information on Teams or Microsoft 365 integration, SCIM, monitoring or remote support connectors, multi-client operation for service providers, or hosting uptime terms. 2 5
The MSP Owner
Cloud and on-premise editions over a free open-source base, a REST API covering ticket and asset management, LDAP/AD authentication, database and webservice connectors, and migration experience from OTRS, Topdesk, Matrix42 and Jira Service Management. The pages we read give no public information on multi-client operation with separated data per client, time and contract billing for service providers, RMM or monitoring connectors, or a public status page — that is the difference between a good tool and one I can run a business on. 2 5 6
The Change & Configuration Manager
Cloud and on-premise editions are documented, the base version is free and open source with Pro tied to a support and maintenance contract, and a REST API explicitly restricted to ticket and asset management, LDAP/AD authentication in every edition, database and web-service connectors, and migration experience from OTRS, Topdesk, Matrix42 and Jira Service Management are named. We found no public information on single sign-on via SAML or OIDC, SCIM provisioning, webhooks, multi-tenant operation for service providers, a public status page, or feature parity between the editions. 2 4 5
The Municipal IT Lead
An open-source solution offered both as cloud and on-premise, with a priced on-premise licence and a paid maintenance plan, is exactly the deployment model our municipal data centre and data protection officer require, and a REST API, LDAP/AD authentication, database and web service connectors, and migration experience from OTRS, Topdesk, Matrix42 and Jira Service Management are documented. The REST API is stated as restricted to ticket and asset management, and we found no public information on webhooks, SCIM provisioning, SAML/OIDC single sign-on, multi-client operation or a public status page. 2 4 5 6
The Solo IT Admin
Cloud and on-premise editions with per-agent and package pricing exist, the base product is open source, LDAP/AD authentication is in every edition, and a REST API — explicitly restricted to ticket and asset management — plus database and webservice connectors are documented, with migration experience claimed from OTRS, Topdesk, Matrix42 and Jira Service Management. I found no public information on Teams or Microsoft 365 integrations, SCIM, webhooks, multi-client operation with separated data, or a public status page, which matters to me since my intake is email and Teams. 2 4 5 6
The Skeptic
Cloud and on-premise editions are both priced, the base version is free and open source, LDAP/AD authentication and database connectors are included, experience with migrations from OTRS, Topdesk, Matrix42 and Jira Service Management is claimed, and the REST API is documented together with its restriction to ticket and asset management — a restriction stated plainly, which I rate. We found no public information on webhooks, SAML or OIDC single sign-on, SCIM, role and permission detail, separated multi-client data for service providers, or a public status page. 2 4 5
European sovereignty
panel opinion
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How this is scored
Who the contracting entity and the parent company are, where tickets, attachments, user directories and CMDB data are stored and processed, and who the subprocessors are (hosting, email delivery, AI features, support and payment tools). Independently sourced by the sovereignty pipeline; a service desk holds personal data about every employee and often credentials and network details, so the whole chain counts, not only the database. An on-premise or open-source edition the customer runs on its own European servers counts as the customer's chain, whatever the vendor's seat.
0 — Non-EU vendor and contracting entity, hosting unstated, subprocessors unnamed, and no data processing agreement offered.
3 — A privacy policy and a data processing agreement exist, but hosting location is unstated or non-EU and the subprocessors are not listed.
5 — EU hosting available and an EU contracting entity or EU representative, but parts of the chain (email delivery, AI features, support access, payment) run through non-EU providers without a stated safeguard, or the vendor is non-EU with an EU data centre option.
8 — EU hosting on named infrastructure, EU contracting entity, subprocessors listed with their locations, a data processing agreement published, and security certifications (ISO 27001, BSI C5, SOC 2) stated — or an on-premise edition documented that keeps every record on the customer's own servers.
10 — Sovereign end to end and evidenced: European ownership, entity, hosting and every subprocessor, or a self-hosted open-source edition with no call home, data export and deletion documented, and certifications published with their scope rather than implied.
The Service Desk Lead
The legal notice proves a German contracting entity in Chemnitz with a commercial register number, the base product is open source, and a priced on-premise edition exists — so we could hold every record in our own chain on our own servers. But the captured pages say nothing about where the cloud edition hosts, which subprocessors the product itself uses beyond website tools, a product data processing agreement, or vendor security certifications. 4 5 6 7
The MSP Owner
The contracting entity is a German GmbH registered at the Chemnitz local court with a German VAT ID and an appointed data protection officer, and the product is open source, which I could host on my own European servers. What stays unproven is the hosted chain: the captured pages leave the cloud hosting location unstated and name only website subprocessors — Google Analytics, Cookiebot, WebinarGeek — so where ticket data for the cloud edition sits, and under what data processing agreement, is not evidenced. 5 6 7
The Change & Configuration Manager
The contracting entity is a German GmbH registered at Amtsgericht Chemnitz with an external data protection officer in Dresden; website subprocessors are listed including Google Analytics under a data processing agreement with IP anonymisation, and GDPR portability and deletion are addressed. The open-source edition can be self-hosted on our own servers, which is the chain a bank can defend; we found no public information on where the hosted cloud edition processes data, on a product data processing agreement, or on security certifications for the vendor itself. 5 6 7
The Municipal IT Lead
The contracting entity is KIX Service Software GmbH registered at the Chemnitz court with a German data protection officer, and the documented open-source self-hosted edition lets the whole chain for our staff and device data stay in our own European data centre. The privacy policy lists website subprocessors including Google Analytics, for which a data processing agreement with Google and IP anonymisation are stated, but we found no public information on where the hosted cloud edition stores data, on a published data processing agreement for customer ticket data, or on product-side subprocessors. 5 6 7
The Solo IT Admin
The contracting entity is a German GmbH registered at Amtsgericht Chemnitz with a German VAT ID and an appointed data protection officer in Dresden, and its website subprocessors are named — Google Analytics under a data processing agreement following the requirements of the German data protection authorities, plus Cookiebot and WebinarGeek. Where the hosted cloud edition stores ticket data and which subprocessors serve the product chain are not stated and no company security certification is published, though the documented open-source on-premise edition would let me keep records on my own servers. 4 5 6 7
The Skeptic
The contracting entity is proven German — KIX Service Software GmbH, registered at the Chemnitz district court under HRB 23192, with a German VAT number — a data protection officer in Dresden is appointed, and the website's subprocessors are named, including a Google Analytics processing agreement aligned to the requirements of the German data protection authorities. We found no public information on where the hosted service stores tickets and attachments, which subprocessors the product chain uses, or a data processing agreement for the service itself. An open-source, self-hostable edition is claimed, but we found no public information on whether it keeps every record on the customer's own servers. 4 5 6 7
Pricing transparency
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How this is scored
Whether a buyer can compute the real annual cost from public pages alone: price per agent, technician or analyst and tier, whether requesters and portal users are free, what counts as an asset or node and how it is priced, which modules (CMDB, change, asset discovery, AI, ESM) cost extra, the on-premise licence or subscription and its maintenance, the free or open-source edition and paid support, minimum term, onboarding and setup.
0 — No public prices at all; every customer is a sales call.
3 — A starting price or a free edition exists, but how cost scales with agents, assets or modules is unclear.
5 — Tiers are public with their price per agent and main inclusions, but at least one commonly needed piece (asset packs, CMDB or discovery, AI features, on-premise licence, onboarding) is unpriced or "on request".
8 — Every tier priced publicly with its scaling rule (agents, assets, clients), add-ons and asset packs priced, the on-premise licence and maintenance or the open-source support plans priced, minimum term and VAT treatment stated.
10 — Complete price computability: annual cost derivable for a given number of agents, assets and modules, cloud or on premise, with every add-on, setup, training, support and overage fee and the cancellation and data-return terms published.
The Service Desk Lead
Pro Business is publicly priced at 33 € per month per agent in the cloud and from 3.690 € on-premise in ten-agent blocks up to 250 agents, with a free base version. Enterprise is on request only, the maintenance plan, workforce management and specific web interfaces are marked chargeable without figures, and minimum term and VAT treatment are not stated. 5
The MSP Owner
Pro Business cloud is published at 33 € per month per agent and the on-premise licence from 3.690 € in ten-agent packages up to 250 agents, with a free base version, tier-level support terms and training discounts visible. Enterprise is only on request, the maintenance plan and several add-ons are marked chargeable without figures, and we found no public information on minimum term, VAT treatment, or whether requesters and portal users are free — so I cannot compute my annual cost at forty-four technicians from these pages. 2 5
The Change & Configuration Manager
Pro Business is published at 33 € pro Monat / Agent in the cloud and ab 3.690 € on premise in 10-agent blocks up to 250 agents, with a free base version and published support service levels per edition. Enterprise is on request from 30 agents in the cloud and 250 agents on premise, and the maintenance plan, specific web interfaces and workforce management are marked chargeable without figures. We found no public information on minimum term or VAT treatment, so the full annual cost of a regulated deployment is not derivable from the captured pages. 5
The Municipal IT Lead
The pricing page publishes Pro Business at 33 € per month per agent for the cloud and the on-premise licence from 3.690 € in ten-agent packages up to 250 agents, with a free base version and paid add-ons named, which is a real start for a tender. Enterprise tiers from 30 or 250 agents are on request, the maintenance plan and specific web interfaces are marked chargeable without prices, and we found no public information on requester licences, minimum term, VAT treatment or implementation cost, so the annual total is not computable from public pages alone. 2 5
The Solo IT Admin
Pro Business cloud is a readable "33 € pro Monat / Agent" and the on-premise licence runs "ab 3.690 €" in ten-agent packages up to 250 agents, with the base version free — I can budget that tier in a minute. But the Enterprise tiers are "AUF ANFRAGE" from 30 agents, the maintenance plan, specific webservices and workforce management are marked paid without figures, and I found no public information on setup costs, minimum term or VAT treatment, so the full annual cost is not computable from public pages alone. 5
The Skeptic
Pro Business is public at 33 € per month per agent for the cloud and from 3.690 € on premise in 10-agent packages up to 250 agents, with the base version free of charge. Both Enterprise tiers are 'AUF ANFRAGE', the Start cloud edition is discontinued, and the maintenance plan, specific web services and workforce management are marked chargeable without figures; we found no public information on onboarding cost, training prices beyond the 25% and 40% discounts, minimum term, or VAT treatment. A small Pro Business deployment is computable; anything beyond it is a sales call. 2 5
European sovereignty — proven facts
0 of 6 dimensions provenBuilt only from facts shown on the vendor's own pages. A dimension we could not prove is left open, not scored as zero.
| Legal entity | Not determined ⚠ unverified | — | uncited Report an error |
|---|---|---|---|
| Hosting location | Not determined ⚠ unverified | — | uncited Report an error |
| Hosting options | Not determined ⚠ unverified | — | uncited Report an error |
| Open source | Not determined | — | uncited Report an error |
| Data processing agreement | Not determined | — | uncited Report an error |
| Transfer impact assessment | Not determined | — | uncited Report an error |
Questions about KIX
Is KIX European?
Yes. whats-best.ai classifies KIX as EU-Made.
Where does KIX store data?
Not stated on the vendor’s pages as of 1 Nov 2026.
Does KIX have a free plan?
Not stated on the vendor’s pages as of 1 Nov 2026.
What are the best alternatives to KIX?
As of 2 Nov 2026, the panel rates ManageEngine ServiceDesk Plus (3.5/5), Xurrent ITSM (3/5) and GLPI (3/5) highest among the other 14 IT Service Management products evaluated. Ratings that look equal are rounded to half stars; the order uses the unrounded rating, then the name. The highest-rated European alternative is GLPI (EU-Made). Ratings are the AI panel’s opinion, formed from public evidence: how scores are made. The full list, with European products first: KIX alternatives.
Where this could be wrong
- Evidence ages. The oldest capture behind this page is from 1 Nov 2026. Vendors change pricing and policies without notice; every fact reflects its source as of the capture date shown in the registry.
- Weak sourcing — Legal entity, Hosting location, Hosting options. Not confirmed on the vendor’s own pages as captured.
- AI can misread a source. Extraction and judgement are automated; a citation guarantees traceability, not infallibility. If something here is wrong, say so — no account needed, every report is decided within 5 business days, and accepted corrections are published.
What we left out
A claim that does not survive our checks costs us the claim, not the page. This is what was taken off this one.
- 18 product facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. Know more? Tell us
- 4 support facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. Know more? Tell us
- 2 hosting facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. Know more? Tell us
- 2 pricing facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. Know more? Tell us
- 3 sovereignty dimensions could not be confirmed on the vendor’s own pages and are shown as unknown. Know more? Tell us
Sources (7)
The pages every claim on this page was read from — each one checked, dated, and kept verifiable.
- 1 Vendor homepage www.kixdesk.com Checked 1 Nov 2026 Details →
- 2 Features page (ITSM) www.kixdesk.com Checked 1 Nov 2026 Details →
- 3 Features page (IT help desk and service desk) www.kixdesk.com Checked 1 Nov 2026 Details →
- 4 Features page (ITIL-certified ITSM) www.kixdesk.com Checked 1 Nov 2026 Details →
- 5 Pricing page www.kixdesk.com Checked 1 Nov 2026 Details →
- 6 Legal notice www.kixdesk.com Checked 1 Nov 2026 Details →
- 7 Privacy policy www.kixdesk.com Checked 1 Nov 2026 Details →