Support tickets (helpdesk)
Track support work end to end
Tickets is the helpdesk in Centipid Billing. You do not need a separate helpdesk tool: each ticket is linked to the subscriber’s account, so staff see the plan, payments and sessions next to the complaint. Sales work lives in the same account under Leads.
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.
- Choose Open a ticket.
- Select the subscriber before writing account-specific details.
- Write a concise subject and a factual description: symptom, start time, scope, and checks already completed.
- Set assignee, status, and priority. New tickets default to open/normal when not specified.
- Decide whether to send a creation SMS. Custom SMS is optional; blank uses the default behavior.
- Save and confirm the ticket appears in the list and subscriber profile.
Status and priority
A ticket has one of 5 statuses:
- Open, In progress and Waiting are active. The ticket still needs work.
- Resolved and Closed are done. Reports count them as completed.
Priority sets the ticket’s response deadline (SLA) from the time it is opened:
| Priority | Deadline |
|---|---|
| Urgent | 4 hours |
| High | 24 hours |
| Normal (default) | 72 hours |
| Low | 168 hours (7 days) |
An active ticket past its deadline is overdue. Resolved and closed tickets are never overdue. Use urgent or high only when the 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.
Alerts
- Every new ticket, from staff or from the customer portal, emails each admin and support user who has an email address.
- With the creation SMS turned on, the subscriber gets an SMS when the ticket is opened. This needs a phone number on the account, an SMS gateway and SMS balance.
- When you resolve or close a ticket with resolution SMS turned on, the subscriber gets a second SMS.
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.
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.