Internal Tickets

Internal Tickets are for staff-to-staff operational requests. They are separate from customer complaints and are visible only to staff included by the ticket's tenant, requester or assignment rules.

Who can use internal tickets

The interface is available to supported administrative and NOC roles. Visibility is scoped as follows:

• Super Admin — tickets requested by or assigned to that account.
• Group Admin — tickets belonging to the group or assigned to the Group Admin.
• Other staff roles — tickets they created or that are assigned to them.

The list can be filtered by status, priority and Assigned to me. Open, in-progress and pending assignments contribute to the assigned-ticket count.

Create a ticket

1. Open Internal Tickets and select New Ticket.
2. Enter a subject and a complete description.
3. Select the priority.
4. Select a topic, department or category when applicable.
5. Submit the ticket.

ISPbills attempts to route the ticket automatically. A topic can target a specialist role; otherwise the request moves up the operational hierarchy. If no matching assignee exists, the ticket remains unassigned for later handling or escalation.

Work on a ticket

The ticket detail page shows the requester, assignee, department, category, comments, participants, attachments and audit timeline. Authorized users can:

• change status or priority;
• reassign the ticket;
• add comments;
• review assignment and change history.

Reassignment sends an in-app notification to the new assignee. Comments add their author as a participant. Use internal comments only for staff information that should not appear in a customer-facing complaint.

Writing an effective request

Include the affected customer, device or transaction identifier; the time the problem began; what was expected; what actually happened; and the checks already completed. Never include passwords, OTPs, private API keys or full payment credentials.

Ticket states

Use the state labels shown by your installation. In general:

• Open — submitted but not yet being handled.
• In Progress — actively being investigated.
• Pending — waiting for information or an external action.
• Resolved/Closed — work is complete.

If a ticket is not visible, confirm that you created it, are assigned to it, or belong to the owning group. Group boundaries prevent staff from browsing another ISP's internal requests.