Getting Started
TMS — ISP Ticket Management System
TMS is TechnoBot's complete ISP helpdesk platform. It manages the full complaint lifecycle — from ticket creation to resolution — with automated WhatsApp notifications, zone-based technician assignment, and detailed performance analytics.
What is TMS?
TMS (Ticket Management System) is designed specifically for Internet Service Providers. It replaces manual call-based complaint handling with a structured, trackable, automated system that keeps both customers and administrators informed at every step.
Key Capabilities
🎫
Ticket Lifecycle
Create, assign, track, pause, and close tickets with full audit trail and SLA tracking.
💬
WhatsApp Automation
6 automated notification templates sent via official WhatsApp Business API at every ticket event.
📊
Reports & Analytics
Employee performance, zone-wise reports, and exportable CSV/PDF for management review.
👥
Customer Database
Full customer registry with contact details, service zone, and complete complaint history.
🗺️
Zone Management
Assign tickets by geographic zone. Zone A, B, C, D and custom zones supported.
🚫
Blacklist Control
Block phone numbers from submitting tickets. Admin-controlled list with add/remove functionality.
ℹ️
System URL: TMS is hosted at icom.technobot.tech. Contact TechnoBot support to get your ISP's login credentials.
Getting Started
Logging In to TMS
Access the TMS admin panel using your assigned credentials. All admin accounts are provisioned by TechnoBot during onboarding.
Login Steps
1
Open the System URL
Navigate to your ICOM URL in a browser (Chrome or Firefox recommended). The login page will appear.
2
Enter Phone Number
Type your registered phone number in the login field. This is the number linked to your admin account.
3
Enter Password
Type your password. First-time passwords are provided by TechnoBot during setup.
4
Click Login
You will be redirected to the ICOM dashboard upon successful authentication.
⚠️
Forgot Password? Contact your ICOM admin or WhatsApp TechnoBot support at +91 90000 00000 to reset your credentials.
Getting Started
Dashboard Overview
The ICOM dashboard is your command centre. It shows live ticket counts, recent activity, paused tickets, and employee performance — all at a glance.
Dashboard Panels
| Panel | What It Shows |
|---|
| 📊 Ticket Counters | Total, Open, In-Progress, Closed, Overdue, and Paused ticket counts — updated in real-time. |
| 🕑 Recent Tickets | Latest tickets with customer name, assigned employee, status badge, and SLA timer. |
| ⏸️ Paused Tickets | All SLA-paused tickets displayed separately so overdue issues are never missed. |
| 👷 Employee Table | Per-technician metrics: avg. first response time, avg. resolution time, open ticket count. |
💡
Tip: Click any ticket number on the dashboard to open its detail view directly.
Ticket Management
Creating a New Ticket
New tickets can be created by admin staff when a customer reports a complaint. The form auto-fills customer details from their phone number.
How to Create a Ticket
1
Go to Tickets → Create Ticket
Click "Tickets" in the left navigation, then click the "Create Ticket" button at the top right.
2
Search for Customer by Phone
Type the customer's phone number. The system will auto-fill their name, zone, and account details if they exist in the database.
3
Select Subject & Priority
Choose the complaint type (e.g., Internet Down, Modem Fault, Installation) and set the priority level (Low / Medium / High / Critical).
4
Assign Technician
Select a technician from the dropdown. Technicians are filtered by zone automatically. You can override this if needed.
5
Add Description (Optional)
Add any additional notes about the complaint. This is visible to the assigned technician.
6
Submit
Click "Create Ticket". The SLA timer starts immediately. The customer receives a WhatsApp confirmation with their ticket reference number.
✅
WhatsApp Auto-Alert: When a ticket is created, the customer automatically receives a WhatsApp message with the ticket ID, issue type, and expected resolution time — no manual step required.
Ticket Management
Ticket List & Filters
The Tickets page displays every ticket in the system with powerful filtering tools to help you find exactly what you need.
Available Filters
| Filter | Options |
|---|
| Employee | Filter tickets by assigned technician name |
| Status | Open, In-Progress, Closed, Overdue, Paused |
| Zone | Zone A, B, C, D (or any custom zones configured) |
| Subject | Complaint category (Internet Down, Modem Fault, etc.) |
| Date Range | Filter by ticket creation date range |
| Phone Search | Find all tickets from a specific customer phone number |
Ticket Row Actions
👁View — Opens the full ticket detail page
⏸Pause — Pauses the SLA timer (e.g., waiting for customer response)
🗑Delete — Permanently removes the ticket (admin only)
Ticket Management
Ticket Status Reference
Every ticket has a status that reflects its current stage in the lifecycle. Status changes automatically trigger WhatsApp notifications to the customer.
Status Types
| Status | Meaning | SLA Active? |
|---|
| Open | Ticket logged but not yet assigned or started | ✅ Yes |
| In Progress | Technician has been assigned and work has begun | ✅ Yes |
| Closed | Issue resolved and ticket closed by technician | ❌ No (ended) |
| Overdue | SLA deadline has passed without resolution | ✅ Yes (breached) |
| Paused | SLA timer paused by admin (awaiting customer/parts) | ❌ No (paused) |
Ticket Management
SLA Management
SLA (Service Level Agreement) timers enforce resolution targets. ICOM tracks SLA status per ticket and alerts admins when breaches are about to occur.
How SLA Works
1
SLA Starts on Ticket Creation
The countdown begins the moment a ticket is created and saved. Default SLA duration is configured by your admin.
2
Remaining Time Shown Live
Each ticket shows its SLA countdown (e.g., "2h 27m left") directly in the ticket list view.
3
SLA Breach = Overdue + WA Alert
When SLA expires without resolution, the ticket becomes Overdue and an admin WhatsApp alert is triggered automatically.
4
Pausing SLA
Admins can pause the SLA timer (e.g., waiting for customer availability or spare parts). The timer resumes when unpaused.
⚠️
Overdue Tickets: Monitor the "Overdue" counter on your dashboard daily. Overdue tickets impact your technician performance scores and customer satisfaction.
Customers
Customer Management
TMS maintains a complete database of your ISP's customers — their contact details, service zone, and full complaint history.
Customer Record Fields
| Field | Description |
|---|
| Name | Customer full name |
| Phone Number | Primary contact number (used for ticket lookup and WhatsApp alerts) |
| User ID / Account ID | ISP account number assigned to the customer |
| Service Zone | Geographic zone (A, B, C, D) for technician routing |
| Address | Installation address for technician reference |
| Ticket History | All past tickets linked to this customer with status and dates |
Searching for Customers
Use the search bar on the Customers page to find any customer by:
✓Full name or partial name
✓Phone number (full or last 4 digits)
✓User ID / Account number
✓Filter by Zone (A / B / C / D)
Team Management
Employee Management
Manage your field technician team — add new employees, set their zones, view their active tickets, and track their performance ratings.
Employee Profile Fields
| Field | Description |
|---|
| Name | Technician's full name |
| Phone | Contact number for internal communication |
| Assigned Zone | Primary service zone (determines ticket routing) |
| Active Tickets | Number of currently open/in-progress tickets |
| Performance Badge | Auto-assigned: Excellent / Average / Needs Improvement |
| Customer Rating | Average star rating from customer feedback |
Team Management
Leave Management
Track employee leave requests and absences. When a technician is on leave, admins can reassign their active tickets to other team members.
Submitting a Leave Request
1
Go to Employees → Leave
Navigate to the Leave section from the left sidebar.
2
Click "Add Leave"
Select the employee, leave type, start date, end date, and reason.
3
Save
The leave is recorded. Active tickets for that employee should be manually reassigned during the leave period.
💡
Best Practice: Before approving leave, check the employee's active ticket count on the dashboard and reassign any critical tickets to other technicians in the same zone.
WhatsApp Integration
WhatsApp Automation Overview
TMS is natively integrated with TechnoBot's WhatsApp Business API. Customers receive professional, automated notifications at every stage of the ticket lifecycle — completely hands-free.
✅
No Setup Required: WhatsApp notifications are pre-configured during ICOM onboarding. All 6 templates are ready to use out of the box.
WhatsApp Integration
Notification Templates
TMS includes 6 pre-built WhatsApp notification templates, each triggered automatically at specific ticket lifecycle events.
All 6 Templates
1
🆕 Ticket Creation Alert
Sent to customer immediately when a ticket is raised. Contains ticket reference number, issue type, and expected resolution time.
⚡ Trigger: Ticket Created
2
🔄 Ticket Update Notification
Sent when the ticket status changes (e.g., from Open to In-Progress). Keeps customer informed without manual calls.
⚡ Trigger: Status Changed
3
👤 Technician Assignment Alert
Sent when a technician is assigned. Includes technician name and an estimated visit time so the customer knows who to expect.
⚡ Trigger: Technician Assigned
4
⏰ SLA Breach Warning
Admin alert sent when a ticket crosses its SLA threshold. Gives admins a chance to act before the customer escalates.
⚡ Trigger: SLA Breached
5
⭐ Feedback Request
Automated star rating request sent after ticket closure. Customer can reply with 1–5 stars. Ratings feed directly into technician performance scores.
⚡ Trigger: Ticket Closed
6
🔐 OTP Verification
One-time password sent via WhatsApp for secure customer portal login. Valid for 10 minutes.
⚡ Trigger: Login Attempt
Reports & Analytics
Employee Performance Report
The Employee Performance Report shows how each technician is performing — with detailed metrics on resolution time, close rate, overdue tickets, and customer satisfaction.
Report Columns
| Column | Description |
|---|
| Employee Name | Technician's full name |
| Assigned Tickets | Total tickets assigned in the selected period |
| Closed Tickets | Total tickets resolved and closed |
| Avg. Resolution Time | Mean time from ticket creation to closure |
| Overdue Count | Number of tickets that exceeded SLA |
| Close Rate | Percentage of assigned tickets that were closed |
| Customer Rating | Average star rating from customer feedback (1–5) |
| Performance Badge | Auto-assigned: Excellent / Average / Needs Improvement |
Accessing the Report
1
Go to Reports → Employee Performance
Click "Reports" in the left sidebar and select "Employee Performance".
2
Apply Filters
Filter by employee name, zone, customer, subject, or date range to narrow the results.
3
Export
Click "Export CSV" or "Export PDF" to download the report for offline review or sharing.
Reports & Analytics
Zone-Wise Reports
Zone reports reveal which geographic areas have the most complaints, slowest resolutions, or highest overdue rates — helping you allocate resources smarter.
Zone Report Metrics
✓Total Tickets per Zone — Which zones are generating the most complaints
✓Overdue Rate per Zone — Identifies infrastructure problem areas
✓Avg. Resolution Time per Zone — Reveals slow-response service areas
✓Customer Satisfaction per Zone — Aggregate rating scores by area
Settings & Admin
Subjects & Priority Levels
Customize the complaint categories and priority levels to match your ISP's specific operations. These appear in the Create Ticket form.
Default Complaint Subjects
📡Internet Down (No Connection)
📡Slow Internet Speed
📡Modem / Router Fault
📡New Installation
📡Relocation / Shifting
📡Cable Damage
📡Billing Query
📡Other (Custom)
ℹ️
To add or remove complaint subjects, go to Settings → Subjects & Priorities from the admin panel. Changes take effect immediately.
Settings & Admin
Blacklist Management
The blacklist prevents specific phone numbers from creating tickets. Use this to block spam accounts, test numbers, or abusive users.
Adding to Blacklist
1
Go to Settings → Blacklist
Navigate to the Blacklist page from the admin settings section.
2
Click "Add Number"
Enter the phone number in full format (e.g., 9876543210) and optionally add a reason note.
3
Save
The number is immediately blocked from submitting new tickets. Existing tickets are not affected.
⚠️
Admin Only: Blacklist management requires admin privileges. Field staff cannot add or remove blacklisted numbers.
Help
Frequently Asked Questions
Quick answers to the most common questions about ICOM.
Q: Why isn't the WhatsApp notification sending?
Check your WhatsApp API gateway status in Settings → WhatsApp Settings. The API gateway must be "Active" for notifications to send. If it's inactive, contact TechnoBot support immediately.
Q: Can I assign a ticket to multiple technicians?
Currently, each ticket can be assigned to one technician at a time. You can reassign the ticket to a different technician by editing it from the ticket detail view.
Q: What happens if I delete a ticket?
Deleted tickets are permanently removed and cannot be recovered. Only delete tickets that were created by mistake. For resolved issues, use the "Close" status instead of deleting.
Q: How is the Performance Badge (Excellent / Average / Needs Improvement) calculated?
Badges are calculated based on: SLA compliance rate, average resolution time, overdue count, and customer rating score. The thresholds are set by TechnoBot and can be customized on request.
Q: Can customers submit tickets themselves?
Yes — if the customer portal is enabled for your ISP. Customers log in via OTP (sent on WhatsApp) and can submit new complaints directly. Contact TechnoBot to enable the customer portal.
Q: How do I export reports?
Go to Reports → Employee Performance or Zone Reports, apply your desired filters, then click the "Export CSV" or "Export PDF" button at the top of the report table.
Help
Contact Support
Need help beyond this documentation? TechnoBot's support team is available to assist you.
💬
WhatsApp Support
Fastest response. Message us on WhatsApp for live assistance during business hours (9 AM – 7 PM IST).
Chat Now →
📧
Email Support
Send detailed queries or bug reports to our support email. We respond within 4 business hours.
support@technobot.tech →
🌐
Request a Demo
Want to walk through ICOM features with a TechnoBot expert? Schedule a free demo session.
Schedule Demo →
📞
Phone Support
For urgent production issues call our support line directly. Available Mon–Sat, 9 AM – 6 PM IST.
+91 87789 87148 →