​

Track support work end to end

Open Customers → Tickets. The Tickets group contains List and Analytics. Tickets can also be opened by subscribers in the customer portal and then managed by permitted operator staff.

​

Create a ticket

Required fields:

• Subject — maximum 160 characters;
• Subscriber — must resolve to a subscriber in the current ISP account.

Optional/triage fields include description (maximum 8,000 characters), assignee, status, priority, resolution, and SMS notification choices.

1. Choose Open a ticket.
2. Select the subscriber before writing account-specific details.
3. Write a concise subject and a factual description: symptom, start time, scope, and checks already completed.
4. Set assignee, status, and priority. New tickets default to open/normal when not specified.
5. Decide whether to send a creation SMS. Custom SMS is optional; blank uses the default behavior.
6. Save and confirm the ticket appears in the list and subscriber profile.

​

Status and priority

Active statuses include open work states; resolved and closed are treated as completed reporting states. Priority drives SLA due-time calculation, so use urgent/high only when impact justifies it. Changing status creates an activity entry. When resolving or closing, write the resolution: root cause or confirmed fix, action taken, and any follow-up. Resolution SMS can be enabled independently.

​

Work from the ticket detail

• Add comments to preserve investigation history.
• Change status as responsibility/progress changes.
• Confirm subscriber context before network or billing actions.
• Avoid pasting secrets, OTPs, or full credentials.
• Use the subscriber profile for account changes and link the result in the ticket comment.

​

Ticket analytics

The analytics page summarizes active/resolved volume, priority, age, SLA risk, and other current metrics. Use it to identify backlog and recurring categories, not as a substitute for reading high-impact tickets.

​

Import and export

Filtered exports can include subject, status, priority, subscriber, description, and timestamps according to selected columns. Treat exported descriptions as customer data and limit their distribution.

​

Deletion

Delete only when a ticket is an accidental/duplicate record and retention is not needed. Closing preserves history and is normally the correct outcome for completed work.