|CIS has developed a custom trouble ticketing system which allows for synchronous interaction between our technical staff and the end users help desk. It also provides a high level of customization in which the workflow for trouble resolution and time frames for each step of the process can be customized. Our customers can interact in real time with a ticket being worked and can add notes to the ticket in order to enhance communication between the CIS engineers and the customer help desk staff. Timers can be set to provide ticket updates to a customizable list of users via email or SMS. The system is designed to provide better issue resolution times as well as keep all involved parties up to date as we work through network related issues. (See screen shot of an open ticket below).
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Viewing, editing, closing a ticket online