Streamlined Ticketing that
Keeps Every Case Moving
Give customers, service providers, and your operations team one place to raise, route, and resolve issues—fast. The Ticketing feature in COS Business Engine ties every ticket to the right service, order, and location, so nothing falls through the cracks and every action is auditable.
Why customers love it
- Create & track in the Customer Portal. Customers can open a ticket in a few clicks, pick the affected service or order, add updates, and review closed cases—fully transparent. You control if the Support tab is shown or hidden per your CX policy.
- Stay informed automatically. Emails are sent on creation, updates, assignments, and closure—so everyone knows the next step without manual follow-ups.
Why SPs & operators rely on it
- One unified ticket list. See every open and closed ticket on the Admin dashboard; service providers only see tickets tied to their own orders for secure, focused work.
- Clear ownership—nothing “between chairs.” Every ticket is assigned; quickly reassign between Service Provider and Operator depending on whether it’s network, equipment, or service/billing.
- Work smarter with context. When a ticket starts from an order, all relevant customer, order, and object data is auto-linked—fewer errors, faster resolutions.
Built for field execution
- Link tickets to Work Orders. Convert a ticket into a work order, track progress in the deployment portal, and enforce quality: linked tickets can’t be resolved until the work order is completed and verified.
- Connect the dots. Create parent/sub-tickets to manage many affected addresses in one go; close the parent and choose to close all children.
- Time & task discipline. Log spent time, set planned completion dates, assign to specific users, add internal notes, and email partners/contractors directly from the ticket.
Network-aware by design
We know exactly how each customer is connected in the network—and which team should support them. Diagnostics snapshots and disruption notices are part of the flow, helping frontline staff answer accurately and reduce unnecessary tickets. Publish planned or unplanned disruptions to only the affected subscribers and your marketplace(s).
Configuration options (applies to Open Access and non-Open Access)
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Show but don’t allow creation: Tickets are visible in the customer portal, but subscribers cannot open new ones.
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Order-only intake: Tickets are visible, and subscribers can create tickets only when they’re tied to an existing order.
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Flexible intake with routing: Tickets are visible, and subscribers can create tickets either tied to an order (routed to the Service Provider) or not tied to an order (routed to the Operator).
Included highlights
- Customer portal ticket visibility (Support tab can be shown/hidden) with automated email workflow
- Admin overview with role-based visibility for Service Providers
- Categories & resolution codes for tracking and reporting
- Parent/sub-tickets and disruption integration
- Ticket ↔ Work Order linkage with completion gate
- Diagnostics and network-context data to reduce misrouted tickets
Customer promise
Tickets are listed on a dashboard; nothing falls between the cracks—every ticket is assigned and can be linked to a work order. We know how every customer is connected in the network and what support they should and can receive.
