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Customer Support Tickets

Track customer trouble tickets, enforce SLA response deadlines, dispatch field technicians, and maintain high customer satisfaction.

Integrated customer helpdesk

In many Internet Service Providers, customer trouble calls are lost in disparate chat groups, sticky notes, or disconnected helpdesk software. When a support agent doesn't have immediate access to the customer's payment history, signal quality, or router uptime, troubleshooting becomes slow and prone to errors.

Nukta includes a built-in, customer-linked helpdesk in Users → Tickets. Every support ticket is tied directly to the customer's permanent account, enabling your team to view their active plan, live router sessions, and past payments alongside their complaint.

Creating a support ticket

When a customer reports an issue via phone, SMS, walk-in inquiry, or through the customer self-service portal:

  1. In your dashboard, open Users → Tickets and click Create Ticket (or open the customer's profile and click New Ticket).
  2. Complete the primary ticket fields:
    • Subject: A clear, concise title (e.g., "Fiber drop broken by tree branch" or "High latency on gaming PC").
    • Customer: Select the customer from the directory search.
    • Category: Choose the operational category:
      • Fiber Line Cut / Physical Break
      • Wi-Fi Coverage / Signal Loss
      • Speed & Bandwidth Degradation
      • Billing & Payment Verification
      • Hardware Failure (CPE / ONU / Router)
      • General Inquiry
    • Priority & SLA Deadline: Determines the service level agreement countdown:
      • Urgent (4-hour SLA): Complete outage affecting commercial clients, base stations, or multiple residential units.
      • High (24-hour SLA): Total loss of connectivity for a single household or critical customer.
      • Normal (72-hour SLA): Intermittent drops, minor speed issues, or routine maintenance inquiries.
      • Low (7-day SLA): General questions, billing receipt requests, or scheduled relocations.
    • Assignee: Assign the ticket to an individual customer care agent or field technician.
    • Description: Detailed notes including reported symptoms, when the issue began, and initial triage steps already performed.
    • SMS Notification: Toggle whether to dispatch an automated confirmation SMS to the customer containing their ticket reference number (e.g., TK-001).
  3. Click Create Ticket.

Ticket workflow and lifecycle stages

Support tickets advance through five standardized stages:

  • 🟡 Open: The ticket has been logged and is awaiting review or technician assignment.
  • 🔵 In Progress: An assigned team member or technician is actively investigating, dispatching to the site, or reconfiguring settings.
  • ⏳ Waiting: The issue is paused awaiting information from the customer (e.g., confirming power to their router) or waiting on upstream fiber transit partners.
  • 🟢 Resolved: The technical fix has been applied, verified, and connectivity is restored. When marking resolved, enter a brief resolution note explaining the fix.
  • ⚪ Closed: The resolution has been confirmed with the customer, and the ticket is archived.

Automated alerts and customer communications

Nukta keeps both your team and your customers informed throughout the resolution process:

  • Internal Team Notifications: When a new ticket is opened, administrative and support team members receive dashboard alerts or email summaries.
  • Customer Creation SMS: When enabled, the customer receives an immediate text message:

    "Hello Jane, your support request regarding 'Fiber drop broken' has been received. Ref: TK-042. Our team is working on it."

  • Customer Resolution SMS: When your team resolves the ticket, a follow-up SMS confirms service restoration and provides your support contact if further help is needed.

Mobile workflows for field technicians

Field engineers and network technicians working in the field can access Nukta from their smartphones or tablets:

  • Mobile Triage: Technicians view only tickets assigned to them or tickets restricted to their designated MikroTik routers.
  • One-Tap Calling: Technicians can tap the customer's phone number to call them directly before arriving on site.
  • Service Address & Site Notes: View building numbers, apartment details, and past notes (e.g., "ONU mounted above living room doorway").
  • On-Site Resolution: Once the fiber splice is completed or the router replaced, the technician updates the status to Resolved, types a quick closing note, and moves to the next site without waiting until they return to the office.

Helpdesk analytics and SLA compliance

In Users → Tickets, the built-in analytics view provides operational insights into team performance:

  • SLA Overdue Tracking: Real-time counter of tickets nearing or exceeding their response deadlines, ensuring no customer is neglected.
  • Average Time to Resolution (MTTR): Measures team efficiency and tracks improvements over time.
  • Category Breakdown: Identifies recurring problems (such as frequent physical fiber breaks in a specific neighborhood) so your engineering team can address underlying infrastructure faults proactively.
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