i2i Ticketing
Route every complaint to the right team and track it against its SLA
Complaint queueIllustrative- No internet since morningCMP-10482 · App · Field · North1h 12m left
- Slow speed in the eveningCMP-10479 · Call · NOC22m left
- Router relocationCMP-10475 · Portal · Field · EastScheduled 4 pm
- Invoice queryCMP-10471 · Email · BillingResolved
Overview
i2i Ticketing is helpdesk and ticketing software for ISPs and telecom operators. Subscribers raise complaints and requests in the support portal, and agents log the calls and messages they take. Each ticket carries the subscriber, their plan and their partner, so agents start with context instead of questions.
Assignment rules send each ticket to a team, queue or person with a target turnaround time. SLA policies count first-response and resolution time against your business calendar, and escalation ladders hand a late ticket to the next level. Field work orders cover installations, repairs and site surveys, and every step stays on the ticket's history.
At a glance
- SLA timers that pause and resume with the ticket
- Assignment rules that route by category
- Escalation ladders that hand late tickets upward
- Work orders for installs, repairs and surveys
What is ticketing software for an ISP?
Ticketing software records every customer problem or request as a ticket: who raised it, what it is about, who owns it, what has happened so far and what state it is in. It replaces shared inboxes and spreadsheets with one history that any agent can pick up.
For an operator, a good system does more than store tickets. It applies a service level agreement, which is a target for the first response and for the final resolution, and it watches the clock. It routes work to the right team, escalates when a target is at risk, and keeps internal notes apart from replies the customer can read.
Operators also have problems that ordinary helpdesks do not: one outage produces many complaints, and some faults need an engineer on site. i2i Ticketing lets agents link related tickets to one incident and raise field work orders from a ticket. It is a multi-tenant service that sits on the same platform as your customer records, so the subscriber's details come from billing rather than being retyped.
Capabilities
What i2i Ticketing does
Intake and context
- Tickets raised in the support portal or through the API
- Agents log calls and messages against the subscriber
- A source label records how each ticket arrived
- Subscriber and partner details attached to the ticket
- Category questions collect the right details up front
Routing and assignment
- Ordered assignment rules with a default rule
- Tickets sent to a team, queue or named user
- Target turnaround time set on each rule
- Preview a rule's result before relying on it
- Assignment history kept on every ticket
SLA and escalation
- SLA policies for first response and resolution
- Business calendars with holidays
- Timers pause while waiting on the customer and then resume
- Warnings and breaches raise notifications
- Escalation ladders that can raise priority
Workflow and service catalogue
- Configurable workflows with status transitions
- Categories, sub-categories, custom fields and tags
- Canned responses and recorded problem resolutions
- Automation rules that act on matching tickets
Field work and incidents
- Work orders for install, repair, swap and survey
- Dispatch and track scheduled, en route, on site and completed
- Approval and internal tasks with reusable templates
- Link related tickets to one incident
Knowledge and notifications
- Knowledge base with visibility and status controls
- Self-diagnosis guides for subscribers in the portal
- In-app notification inbox for staff
- Public replies copied to the subscriber by rule
Use cases
Where i2i Ticketing is used
Route billing complaints to the billing team
A subscriber disputes a charge in the portal and answers the category questions. An assignment rule matches the Billing category, sends the ticket to the billing team's queue with a target turnaround time, and hands it to a senior agent if nobody has resolved it when the escalation rung falls due.
Hold the team to first-response and resolution targets
A support manager defines an SLA policy for each priority and attaches a business calendar with public holidays. Timers run only in working hours, pause while a ticket waits on the customer, and raise a notification when a ticket is close to breach or has breached.
Dispatch an engineer for a repair
An agent sees that a connection fault needs a site visit and raises a field work order of type repair from the ticket. The order is scheduled, dispatched and moved through en route and on site until it is completed, and the outcome is recorded back against the ticket.
Manage an outage as one incident
A fault in one area brings in many separate complaints. The agent opens one incident ticket and links each complaint as a child of it, so the team works the cause once and the subscribers' tickets stay connected to it until the incident is resolved.
FAQ
i2i Ticketing: frequently asked questions
Which channels can tickets come in through?
Subscribers raise tickets in the support portal, and other systems can create them through the API. Phone, email, SMS and chat can be recorded as the source of a ticket, but there is no mailbox or telephony connector today, so an agent enters those tickets by hand. Ask us about your channel mix before you plan around it.
What happens to the SLA clock while we wait for the customer?
The timer pauses when the ticket moves to a waiting state and resumes when work restarts. The due time extends by the time spent paused. Timers follow the business calendar you assign, including holidays, so out-of-hours time does not count against the team.
How does escalation work?
Each assignment rule can carry an escalation ladder. A rung fires after a set number of minutes if the ticket is unresolved, hands it to a team or user and can raise its priority and mark it Escalated. Each firing is logged, so a rung does not repeat for the same ticket.
Can different organisations share one installation?
Yes. The service is multi-tenant and separates data by organisation at the database level. Permissions come from the central identity service, so each user sees only what their role allows within their own organisation.
Does it notify subscribers about their tickets?
Public replies can be copied to the subscriber by email, SMS or WhatsApp through the platform's notification service, according to rules and templates you set. Staff also get an in-app inbox. Internal notes are never sent to the subscriber.
Can it show resolution performance by team?
The console has a reports section, and SLA timer states give you met and breached counts to work from. Ask for the current list of reports before you commit to a specific view, such as resolution time by team and category.