InTouch Trouble Ticket Manager ( TTM ) is a web based software solution for managing customer and network issues. Its flexible design and capabilities enable operators to effectively and efficiently track, route and resolve issues. InTouch TTM can be customized to the unique needs of your existing organization’s processes and facilitate process improvements. InTouch TTM supports multiple trouble ticket types with powerful management, reporting and workflow coordination capabilities.

InTouch TTM allows operators to:

• Standardize complex processes to resolve issues quickly.
• Ensure issues are resolved in appropriate time frames.
• Use ticket analytics to measure process and team effectiveness.
• Improve internal communications and communications with your end users.

Trouble Ticket System Basics
To meet today's competitive marketplace, network and customer issues must be supported by a professional "quality based" trouble ticket system. At the heart of all trouble ticket systems is the need for coordinating people and processes to resolve issues in a timely manner. A trouble ticket system must support:

• Communications and single repository for issue tracking
• Work Assignment and Scheduling
• Referrals and Dispatching
• Common Clock
• Oversight for Management and Key Personnel
• Statistical Analyses & Reporting
• Accountability

Trouble Tickets must be configurable to meet the unique needs of different issues, must contain the necessary information to resolve issues, and must support continual process improvement. Trouble ticket data is entered and stored in either a fixed field or a free form format. Fixed field formats provide uniformity and data for analytics while free form formats support all types of information needed to aid in the resolution process. To be of maximum usefulness and efficiency, a trouble ticket system also needs to integrate with other systems.

InTouch TTM Features and Benefits
InTouch TTM is a comprehensive Trouble Ticket Systems that contains a rich set of benefits and features from a business, technical, and user perspective. The following outlines the key benefits and features from each perspective.

Business perspective

• Access InTouch TTM anytime, anywhere via the Internet.
• Standardize complex processes to resolve issues quickly.
• Ensures issues are resolved in the appropriate amount of time.
• Measure ticket analytics to monitor and measure the effectiveness and efficiency of your processes, teams, and individuals.
  • User definable queries and reports.
  • Provide Trouble Ticket tracking, alerting and statistical logging analysis for enhanced process management.
• Setup assistance and ongoing support.
• Improve communications within your company and with your customers.
• Custom look and feel with your company logo - match your own website.

Technical Perspective

• Custom settings, trouble types and priority levels - fully configurability
  • Ability to create both Customer Trouble Tickets and Network Trouble Tickets with "linking" of Customer Troubles to Network Troubles
• Secure Internet access via unique URL, User Id, and Password
• Time zone and date format adjustable
• Audit trails provided by action and comment logs with date/time stamping
• Configurable notifications to end users, management and administrators - via email and/or pager
  • Automatic e-mail notification of ticket updates to users associated with a ticket (e.g. Assignee, Creator)
  • Multiple escalation levels
• Custom data fields in free form or drop down (fixed field) menu form to meet your data requirements.
  • Fixed field data collected through customizable "required fields" and "pull down" menus ensure complete standardized responses
  • Free Form data collection includes attached files to tickets such as location maps, text, URLs, etc.
• Truly scalable solution, comes with embedded industry-strength MySQL
• Integration with other Systems
  • InTouch TTM Integration^[1] provides the ability to view Outage, Alarms and Performance Alerts via "Favorites" selection to provide critical information to "frontline" responders.
  • Additionally, the highly flexible and robust platform of the InTouch Trouble Ticket Manager can support significant custom integration^[2] and development in areas such as:
    • Access Customer Database via billing, inventory system, HLR
    • Can be integrated with Customer GIS and Mapping interfaces

User Perspective

• Rapid setup and deployment - you can be working in days not months
• Browser based - no client software required.
• Searchable ticket database - find tickets based on keyword, user, similar problem, same MIN etc.
• Context sensitive help on every screen plus full documentation
• Multiple levels of access/permissions
• Administrator and user comment fields - track each and every exchange
• Little or no training required
• Real time system status
  • Time stamped history of all user actions (e.g. changes, updates, assignments)

[1] Requires integration with a fault and performance platform.
[2] Custom integration and development is available through DAX Technologies as a consulting service.