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Ticketing & SLA Management

Every issue logged, assigned, escalated and closed on time.

Create, assign, escalate and close operational issues with SLA visibility and management dashboards.

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AZOTOS / PLATFORM MODULE WORKFLOW SCHEMATIC
Ticketing & SLA Management
01

Ticket Creation

02

Assignment & Routing

03

SLA Tracking

04

Escalation Matrix

Shared users · roles · operational records

Built for operations and maintenance teams handling field faults, service requests and internal issues at scale.

01 / CAPABILITIES

The detail
behind the work.

Explore the workflows that support your teams, from the daily record to the management review.

01

Ticket Creation

Raise tickets from web, mobile or field with category, priority, location and evidence.

02

Assignment & Routing

Auto or manual assignment to teams and engineers based on category and geography.

03

SLA Tracking

Response and resolution SLAs with breach warnings and ageing views.

04

Escalation Matrix

Time-based escalations to supervisors and management before SLAs are breached.

05

Field Closure Updates

Engineers close tickets from mobile with geo-tagged proof and closure notes.

06

Helpdesk Dashboards

Open/closed trends, SLA compliance, team performance and recurring-issue analysis.

02 / OPERATIONAL OUTCOMES

What better
looks like.

Use these intended outcomes to frame your walkthrough and agree the right pilot measures.

  • 01 No issue lost in phone calls or chat groups
  • 02 Measured SLA compliance for clients and management
  • 03 Escalations before breaches, not after
  • 04 Data on recurring failures for root-cause action
03 / CONNECTED BY DESIGN

Part of a bigger operation.

Field Force Visibility

Monitor field workforce activity, geo-tagged updates, movement visibility and mobile-based field reporting.

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Asset Lifecycle Management

Maintain asset registry, allocation, movement, maintenance, lifecycle status and audit history.

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Executive Analytics

Convert operational data into dashboards, reports, exports and management insights.

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The next conversation

See the workflow with your team in mind.

Bring your approval paths, operational exceptions and current reporting. We will walk through how this module fits your organization.

Discuss your operations Explore the platform ↗