“Could you please convert this client’s email into a task for the technicians?” If this question comes up every day and tickets get lost between your support and service departments, read on.
In ISPadmin, two modules lend a helping hand: Helpdesk and Planning. The Helpdesk serves as a central tool for ticket management across emails, SMS, and phone calls. It allows you to create and modify statuses, priorities, and departments (mailboxes), assign tickets to individual users directly from the list, and use tags or filters. You can add notes to a ticket and set a reminder that will automatically change its status in the future.
The Planning module, on the other hand, allows you to easily add new tasks to the technicians’ service schedule. It provides an overview of planned work, maintains a detailed history of completed tasks, and—when combined with the client database and the Billing module—allows you to invoice both the work performed and the materials used. Together, these two modules create a seamless workflow—a ticket in Helpdesk becomes a task in Planning.
Practical Benefits for ISPs
- Centralized communication: The Helpdesk gathers all messages in one place and, thanks to its connection with the client database, automatically assigns them to the correct client. Different statuses, priorities, and departments keep the request queue organized.
- Flexible work organization: From the ticket list, you can quickly change the owner, priority, or department. If a technician’s visit is required, you can create a task in the Planning module directly from the ticket in just a few clicks.
- Complete history and traceability: Each ticket contains attributes such as ID, subject, client, owner, priority, and department. Furthermore, you can add notes at both the ticket and client levels, set reminders, and track viewing and change history. The Planning module then keeps records of completed tasks and statistics.
- Get the most out of a single platform: Thanks to the integration with the client database and billing, you can invoice work and materials directly from planned tasks.
How Does It Work?
A client sends an email to support—the Helpdesk retrieves it from the configured mailbox, assigns a default status and priority, and links it to the client’s profile. The operator can use a template response, assign the ticket to another user, add tags, and set a reminder. If the request requires a service intervention, it is converted into a task—Planning schedules it in the technicians’ calendar, adds the necessary details, and allows the tracking of time and materials. This is how an email turns into a completed task without unnecessary chaos.
Combine your communication and scheduling into a single system and save time for yourself and your team. Are you interested in how Helpdesk and Planning in ISPadmin work? Arrange a no-obligation demo with us or write to sales@ispadmin.eu.