Challenges
- Delays in request approval and ticket conversion
- Lack of real-time visibility into ticket status
- Difficulty in assigning technicians or vendors efficiently
- Poor tracking of ticket lifecycle and aging
- Limited reporting and analytics for performance monitoring
- Manual processes leading to errors and inefficiencies
Service Overview
The Ticketing Management module in iWaaTech is designed to streamline issue resolution workflows by converting service requests into actionable tickets, assigning resources, and tracking progress—all within a centralized platform.
Service Highlights
- Approve or reject service requests.
- Convert requests into tickets automatically or manually.
- Assign tickets to technicians or vendors.
- Track the complete lifecycle of tickets (Open → In Progress → Closed).
- Add comments, attachments, and photographs for clarity.
- Generate MIS reports for performance and compliance.
- Real-time status updates and notifications.
Business Benefits
- Centralized ticket handling improves efficiency.
- Reduces response time and enhances SLA compliance.
- Provides transparency and accountability in issue resolution.
- Simplifies reporting and audit readiness.
