ISP Helpdesk & Ticketing — Resolve Subscriber Issues Faster
Built-in ISP helpdesk with ticketing, SLA tracking, priority management, assignment workflows, and subscriber self-service. Resolve issues faster.
Quick answer
Every unresolved complaint is a subscriber waiting to churn. WhatsApp groups and spreadsheets don't scale for support management. NowaCRM includes a purpose-built ticketing system that tracks every complaint from creation to resolution with SLA enforcement, priority management, and full subscriber context.
Subscriber-Linked Tickets
Every ticket is linked to a subscriber profile. When a support agent opens a ticket, they see the subscriber's plan, payment history, connection status, recent sessions, and previous tickets — all on one screen. No switching between systems. Context reduces resolution time dramatically.
SLA Tracking & Escalation
Define SLA targets per ticket priority — e.g., Critical: 4 hours, High: 8 hours, Normal: 24 hours, Low: 48 hours. NowaCRM tracks time-to-first-response and time-to-resolution against SLA targets. Breached SLAs trigger automatic escalation to managers. SLA compliance reports help you measure support quality.
Assignment & Workflow
Tickets can be auto-assigned based on category, location, or round-robin rules. Manual assignment and reassignment are supported. Each ticket tracks its full history — comments, status changes, assignments, and resolution notes. Internal notes allow private communication between support staff.
Subscriber Self-Service Tickets
Subscribers can create tickets from their self-service portal without calling your office. They select a category, describe the issue, and optionally attach screenshots. Ticket status updates are visible in real-time. Email notifications keep subscribers informed of progress.
Support Analytics
Track support metrics: tickets per day, average resolution time, SLA compliance rate, tickets by category, and agent performance. Identify recurring issues for proactive fixes. Monthly support reports help management understand trends and allocate resources effectively.
Frequently Asked Questions
Does NowaCRM include a built-in ticketing system?
Yes. NowaCRM has a purpose-built ticketing system with SLA tracking, priority management, assignment workflows, and subscriber self-service — all integrated with subscriber profiles.
Can subscribers create tickets themselves?
Yes. The subscriber self-service portal includes ticket creation with category selection, issue description, and file attachments. Status updates are visible in real-time.
How does SLA tracking work?
Define SLA targets per priority level. NowaCRM tracks response and resolution times against targets. Breaches trigger automatic escalation. Reports show SLA compliance rates.
Can I track support agent performance?
Yes. Analytics show tickets handled, resolution times, SLA compliance, and customer satisfaction per agent. Compare agent performance over time.
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Platform Features
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