Ticketing Software for Broadband and Fiber Operators

Some features in beta

The ticketing module in COS Business Engine has grown well beyond issue logging. Operators now get SLA tracking, configurable escalation rules, rich filtering with saved views, network element diagnostics, work order integration, file attachments, invoice linking, and a full activity history — all within the same platform that handles billing, provisioning, and field service.

Every ticket is linked to the right service, order, address, and team. Priorities carry SLA timers. Assignments are tracked. Nothing falls through.

A Significantly Deeper Feature Set

When COS ticketing launched, it handled the basics: routing, assignment, categorization, and customer portal visibility. The module has expanded considerably since then. What operators have now goes well beyond what most standalone helpdesk tools include — and all of it is native to the same platform running your billing, provisioning, and FSM operations.

SLA Management and Escalation, Built In

Live SLA Status Per Ticket

Every ticket carries a live SLA state: on track, due soon, or overdue. Priority levels are configurable with individual SLA timers. The ticket list surfaces which cases are approaching or have breached their SLA without manual tracking.

Configurable Escalation Rules

Escalation rules define what happens when a ticket approaches or passes a threshold. Set notification targets — teams, individuals, or external contacts — and the platform handles the routing. Escalated status is logged and visible in the ticket.

Reopened Tracking

Tickets that reopen after closure carry a badge and timestamp. Reopened cases are filterable, making it straightforward to track recurring issues and measure first-contact resolution accuracy.

One Ticket List. Full Operations Visibility.

Admins see every open and closed ticket in a unified dashboard. Status cards surface what needs attention: Needs Response, Assigned to Me, My Team, Unassigned, and Resolved Today — one click each.

Service providers see only tickets tied to their own orders. Operators see everything. Role-based visibility is enforced by default; no configuration is required to keep multi-provider environments clean.

Rich Filtering and Saved Views

Filter by status, priority, SLA state, source, team, category, subcategory, origin, service provider, assignee, customer, or date range — 12 filter dimensions in the current release. Save filter combinations as named views and reuse them. Export any selection to CSV or XLS for reporting.

Detailed Status Workflow

Tickets move through a full status chain: New, Active, Pending Customer, Pending Partner, Closed. Each state is distinct and filterable. Resolution codes are recorded at closure for category-level reporting.

Built to Connect to Everything in the Platform

A ticket can be attached to a customer, network object, order, work order, disruption, invoice, or another ticket — at creation or at any point during handling.

Ticket-to-Work-Order Integration

Convert any ticket to a COS FSM work order and track it through the deployment portal. Linked work orders and ticket status stay synchronized. Planned completion dates and time logs carry across both.

Parent and Sub-Tickets

When an issue affects multiple addresses, create a parent ticket with sub-tickets per location. Closing the parent gives the option to close all sub-tickets in one step.

Time, Notes, and Files

Log time spent, set a planned completion date, attach files, and add notes — with a toggle between internal (staff-only) and external (customer-visible). Email a partner or contractor directly from the ticket.

Invoice Linking

Connect a ticket to an open invoice. Billing and support context stay in the same place.

Network Context, Built In

COS Business Engine knows how every subscriber connects to the network. That context is available directly in the ticket view — not in a separate tool. ONT and network element diagnostics appear within the ticket: light levels, link status, and object state (up, down, fault, activated, not activated). Full diagnostic snapshots give first-line support accurate technical data before any escalation.

Disruptions can be linked to affected tickets, keeping the support record and the disruption record synchronized.

Customer Portal Integration

Customers track open tickets and review closed cases in the Customer Portal. Public-facing notes and status updates are visible there. Internal notes are not.

Operators control the Support tab: show it, hide it, or restrict new ticket creation to order-linked cases only. Three intake modes cover the range:

• Show only: Tickets are visible in the customer portal; subscribers cannot open new ones.
• Order-linked creation: Subscribers can create tickets tied to an existing order only.
• Flexible creation with routing: Subscribers can create tickets tied to an order (routed to the service provider) or without an order (routed to the operator).

Configured for Your Operations

Categories and subcategories map to your support taxonomy. Priority levels carry individual SLA timers. Escalation rules specify thresholds and notification targets. Intake modes follow your customer-facing policy. All configurable in the admin dashboard — no engineering work required.

Frequently Asked Questions

Does COS ticketing include SLA management?

Yes. Each ticket carries a live SLA state — on track, due soon, or overdue — based on configurable priority timers. Escalation rules define notification targets at threshold points.

Can service providers in an open access network use the COS ticketing module?

Yes. Service providers see only tickets tied to their own orders. Operators see all tickets. Role-based visibility is enforced by default, making the module suitable for multi-provider open access networks without additional configuration.

How does COS ticketing connect to work orders?

Any ticket can be converted to a COS FSM work order. Linked work orders and ticket status remain synchronized in the platform. Planned completion dates and time logs carry across both systems.

What diagnostic data is available inside a COS ticket?

ONT and network element diagnostics: including light levels, link status, and object state, are accessible directly from the ticket view. Full diagnostic snapshots give first-line support accurate network context before escalation.

What filtering options does the COS ticket list support?

The ticket list supports 12 filter dimensions: status, priority, SLA state, source, team, category, subcategory, origin, service provider, assignee, customer, and date range. Filters can be saved as named views and reused. Results can be exported to CSV or XLS.

Does COS ticketing support parent and sub-tickets?

Yes. A parent ticket can be linked to multiple sub-tickets: one per affected address or case. Closing the parent gives the option to close all sub-tickets simultaneously.

How are disruptions connected to tickets in COS Business Engine?

Tickets can be linked to active disruptions in the platform. Disruption context appears in the ticket view, keeping support staff and the operations record aligned.

Can the COS ticketing module be configured without custom development?

Yes. Categories, subcategories, resolution codes, priority levels, SLA timers, escalation rules, and intake modes are all configurable in the admin dashboard. No engineering work is required.