TICKETING

With our ticketing module you control two services within your organization. On the one hand you can use it for your support, help desk,-department. On the other hand, it is extremely suitable to manage your development department.

Customer portal

First and foremost, you get a customer portal, free of charge, at ionBIZ. There, your customers can report their complaints, bugs, change request, or other types of tickets.

Escalation rules and Service Level Agreements templates

You determine how quickly the helpdesk employee must respond via the escalation rules. The SLA templates determine the respons time and when they apply. Your customer support will be alerted on time via automated emails and reminders.

Ticket flow

A ticket can consist of a certain flow, a series of actions linked to resources. Has one completed his task the next will be informed with an automated email.

Time registration on tickets

By writing time directly on a ticket time you immediately know whether the original estimate in time or points was correct.

Kanban board

The Kanban board gives you a real-time overview of the status of the tickets. If you still have a wall with post-its to manage these type of actions, here's your digital platform.

Automated emails

The portal is available for communication with the customer, but the automatic emails can also be sent to the customer. You keep an historic overview of send and received emails and in the history.

To Plan - Tickets

Tickets also appear on the plan board where you can quickly dispatch them to the best suited candidate with the time available to do this.

Iterations 

Steer your software development in the right direction. Use the backlog to store your ideas. From there, select the approved user stories and place them in the desired iteration.

Workload

Estimate the user stories on the basis of hours or points in order to monitor the workload per developer across the iterations.

Documentation

Document your user stories with your description, attachments and hyperlinks. Write the release notes on the ticket and provide it with test information.