Trouble Ticket Module

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The Trouble Ticket Module handles customer contact and support. The systems is open for integration with other module and external systems, and the functionality allows furthermore a customer to follow the ongoing individual events on the self-service portal; this enables the customer to see updates from the Call Center and technical personnel on demand. The Trouble ticket management is also integrated to back-end OSS for further actions.

There is an inbuilt advanced Trouble Ticket system, in which it is possible to see all of the issues which have been recorded for a customer. The call center staff has the option of seeing the historical problems which have been recorded for the customer, just as it is possible to create a new case if the customer has a problem. There are various kinds of problems; e.g. the problem may be of a technical nature or a problem with an invoice. The call center can escalate the problem to the department that will take charge of the case; e.g. the case may be escalated to second level support, which can possibly solve the problem. If they are unable to do so, the matter may proceed to third level support.

The call center personnel can see the entire correspondence in the case; internal notes and notes the customer can see.

Call Center Trouble Ticket 01

This customer has a problem with their SIM card. By clicking on the line, you can see the entire case history. The CRM ticket module is used if the customer has questions regarding special requests that do not concern a recurring fault. E.g. the customer wishes to be contacted after the summer holidays concerning a subscription.

Call Center Trouble Ticket 02

The above shows the entire problem history in that case. It is possible for the call center to add further comments if the end customer has something they wish to add.

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