Telecom Ticketing System
Trouble management and support ticket system.
TimelyBill's ticketing tool performs all of your help desk functions. End users can submit support tickets via our built-in customer portal. CSRs can configure automatic email or telephonic notifications to the customer upon ticket closure. TimelyBill can also automatically create trouble tickets from emails sent to designated support addresses.
Ticketing allows service providers to configure settings for specific actions. It has full integration with other TimelyBill components (such as provisioning). When an event occurs, such as a provisioning failure, TimelyBill will automatically generate the appropriate ticket and send email notifications to the responsible user or department.
End customer initiated ticket features (via portal):
- Set a ticket category and sub-category
- Prioritize the ticket request (i.e., Low, Medium, High, or Critical)
- Request an email or phone call when ticket is closed
- Add a customer reference #
- Define the service ID and location
- Add ticket notes
- Upload files
Internal ticketing features (via TimelyBill):
- Graphic dashboard to display number of tickets open by category and queue
- Color coding of tickets based on priority
- Auto refresh of open tickets list
- Configurable ticket categories, topics, resolutions, etc.
- Automatic ticket assignment or reassignment
- Ticket linking to form "global" tickets
- Inbound email queue
- View all history/manage linked ticket by selecting any ticket in the group
- Template based email templates allow for easy modification
- Support for variable text replacement & personalized emails
Note, most TimelyBill components are capable of generating internal trouble tickets.
DID YOU KNOW?
Updating or closing a ticket can trigger automated workflow steps. Tickets can also be closed automatically if a customer does not reply within a fixed number of days.