Trouble Ticketing

NOC Engineers don't like to answer phone calls while they are busy with their daily jobs or especially when they are working on a complicated problem and recovering their network traffic.
In this case they expect customers to contact them via Trouble Ticketing system. So the NOC engineer won't waste any time on phone and will take care of the problem. Another benefit of using TTS is that you can archive your conversation and refer to them later on. It can also be used in SLA uptime and service quality calculation.

Most Trouble Ticketing systems come with a simple web interface as well as an email parser. So the customer can send email or use a web browser to open or update a trouble ticket.

Some good TTS software that I know:

• Crafty Syntax Live Help
• Help Center Live
• osTicket - Open Source Support Ticket System
• PHP Support Tickets Manager Application
• Support-Logic
• Support Services Manager
• PerlDesk - Customer Support Help Desk Software