Support Tickets
Track every customer issue in one place, tied to the customer and their service. The ticket list and filters, working a ticket (status, priority, assignee), client context, comments and outage links.
Support tickets are how ISPBox tracks every customer issue - from "no internet" to a billing question - in one place, tied to the customer and their service. This guide covers the ticket list and how to work a ticket end to end. Tickets need the tickets view permission to see and tickets manage to create or edit.
1. The ticket list
Open Support Tickets > List. Each ticket shows its title, status, priority, who created it, who it is assigned to, the customer who reported it, the next scheduled visit and when it was created. Use the search box and the Status / Priority / Location / Tag filters to narrow the list; the active filter count shows on a Clear button. Click any column header to sort. A red Outage badge marks tickets linked to a network incident.
New Ticket (top right) opens a blank ticket; you can also raise one directly from a client's profile so it is pre-linked to them.
2. Working a ticket
The ticket page puts everything an agent needs on one screen. The pills under the title change the ticket instantly - no separate save:
- Status - Open, In Progress or Closed. Click to change.
- Priority - low, medium or high.
- Assignee - search your staff to assign (or leave unassigned).
- Next visit - shows the upcoming scheduled visit, if any.
On the right, the Client card links to the customer's profile and offers directions to their address, while Client context surfaces their live service state (active, FUP throttled, balance due, other open tickets) so you have the full picture without leaving the ticket. If the customer is hit by a known outage, a Known outage banner links straight to the incident - so you can tell them it is already being worked on instead of rolling a truck.
3. Comments and customer updates
The Activity Timeline is the running record of the ticket. Post an update and choose whether it stays internal or is sent to the client - a client-visible comment appears in their customer portal and triggers an email. Client-visible comments carry a green Visible to client badge so it is obvious what the customer has seen. You can attach files (up to 5, 10 MB each) and keep a ticket checklist for multi-step jobs.
4. Scheduling and outages
Two things extend a ticket beyond a conversation:
- Schedule a visit - book a field appointment that shows on the team calendar.
- Outage link - tickets tied to a network incident are grouped so you can close them all when the outage clears.
Tickets can also be created automatically from customer emails - see Email to Ticket.