No hunting across systems
Plan, payments, ONT signal and open alarms are on the ticket when it opens.
Operations productsIllustrative operational view · not live customer data
Neurix Ticketing
Ticketing software for ISPs where every ticket already knows the customer's line.
Neurix by i9 Network includes ticketing software for ISPs: tickets open with the subscriber, plan and ONT already attached, arrive from email or live chat, and turn into field work orders with one click.
First 100 subscribers free. We check your devices with you before setup.
4 hSLA for "No internet"
EmailTicket source: Gmail inbox
01
Email: internet not working
02
ONT offline, Rx low
03
Field job created
04
OTP sign-off, ticket closed
What it is
Ticketing
Neurix by i9 Network has a helpdesk built for broadband support. A ticket opens on the subscriber, so the agent sees their plan, payments, ONT and recent alarms straight away. Tickets come in from email (Gmail or Microsoft 365) and live chat, follow SLAs by category, and become field work orders when someone needs to visit.
SLAs you can see
Each category has its own SLA, and tickets close to breach stand out.
From ticket to field job in one step
Create the work order from the ticket; the technician sees everything the agent saw.
What it does
What Ticketing does today.
If something you need is not listed, ask us. We will tell you straight whether it works.
Tickets on the subscriber
Every ticket is tied to the customer, plan and devices it concerns.
SLAs and categories
Set response and resolution targets per category.
Email in
Customer emails to your Gmail or Microsoft 365 support inbox become tickets.
Live chat
Chat with customers and keep the conversation on the ticket.
Work orders to the field
Turn a ticket into a field job with location and details.
OTP sign-off
The customer confirms the visit is complete with a one-time code.
How it works
Step by step.
Every step happens in the same system, on the same subscriber record.
- 01
Receive
Ticket comes in
From email, chat or your support team. - 02
Diagnose
Check the line
See the ONT, RADIUS session and alarms from the ticket. - 03
Dispatch
Send a technician if needed
Create a work order for the field app. - 04
Close
Confirm with the customer
OTP sign-off closes the job and the ticket.
Who it helps
Who uses it.
Support agents
Answer faster with the customer's line in front of them.
Field supervisors
Assign jobs with everything the technician needs.
Managers
See SLA performance by category and team.
Setup
Connect your support inbox and start.
Link your Gmail or Microsoft 365 support mailbox, set your categories and SLAs, and add your team.
Included
- Gmail and Microsoft 365
- Live chat
- SLAs by category
- Field work orders
We help you set up categories and SLAs based on the tickets you get today.
Questions
What operators ask us.
Can customer emails become tickets?
Yes. Connect a Gmail or Microsoft 365 support inbox and incoming emails become tickets.
Does the agent see the customer's connection?
Yes. The ticket shows the subscriber's plan, payments, ONT and recent alarms.
How do field visits work?
Create a work order from the ticket. The technician gets it in the field app, and the customer signs off with an OTP.
Can we set different SLAs?
Yes. Each ticket category can have its own response and resolution targets.
See it on your network