How are tickets organised?

Tickets have a status of open, in progress or closed, a priority of low, medium or high, and can be assigned to a staff member. Each ticket is linked to the customer and their services.

Can I keep internal notes separate from what the customer sees?

Yes. Comments can be marked client visible or kept internal. Client visible replies are published to the portal and emailed to the customer, while internal notes stay with your team.

Can I schedule a technician from a ticket?

Yes. Tickets can be scheduled to a date and technician and viewed on a calendar, and you can attach a checklist to track the steps of an install or repair.

Can customers reply to tickets?

Yes. Customers reply from the portal or by email, with attachments, and a closed ticket reopens automatically when they respond.

ISPbox

01 Feature Spotlight

Ticketing Built for ISP Support Teams

Resolve subscriber issues faster with ticketing workflows connected to account and network context.

Structured support workflow for ISP incidents
Better ticket context with account and service visibility
Clearer communication across support and operations

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→ Under the hood

How ISPbox ticketing works

Run support with the customer context already attached. ISPbox tickets link to the subscriber and their services, carry priorities and a clear status flow, and keep internal notes and client facing replies in one thread, with scheduling and checklists for the work that needs a visit.

Status, priority and assignment

Tickets move through open, in progress and closed, carry low, medium or high priority, and can be assigned to any staff member. Each ticket is linked to the client and shows alongside their services and billing, so whoever picks it up has the full picture.

Client visible replies and internal notes

Comments can be marked client visible or kept internal, and visible replies are published to the portal and emailed to the customer. Attachments are supported on comments, and customers can attach files when they reply.

Schedule visits and track checklists

Tickets that need field work can be scheduled to a date and technician and viewed on a calendar, and checklists track the steps of an install or repair so nothing is missed.

Works with Client Communication, Customer Portal, Work Orders

02 Why this feature matters

Built for high-speed ISP operations

Speed Up Issue Resolution

Help teams triage and resolve tickets with less context switching.

Standardize Support Handling

Use consistent ticket stages and handoff rules.

Improve Subscriber Experience

Deliver clearer updates and faster closure times.

Connect Support and Operations

Keep troubleshooting and customer communication aligned.

03 Use cases

Where ISP teams put this to work

Manage outage-related and account-related tickets in one queue.
Track support performance and closure consistency.
Coordinate escalations between support and field teams.
Reduce repeat contacts with better ticket context.

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What ISP and WISP teams search for

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04 FAQ

Frequently asked questions

How are tickets organised?: Tickets have a status of open, in progress or closed, a priority of low, medium or high, and can be assigned to a staff member. Each ticket is linked to the customer and their services.
Can I keep internal notes separate from what the customer sees?: Yes. Comments can be marked client visible or kept internal. Client visible replies are published to the portal and emailed to the customer, while internal notes stay with your team.
Can I schedule a technician from a ticket?: Yes. Tickets can be scheduled to a date and technician and viewed on a calendar, and you can attach a checklist to track the steps of an install or repair.
Can customers reply to tickets?: Yes. Customers reply from the portal or by email, with attachments, and a closed ticket reopens automatically when they respond.