Closed-Loop Fault Ticketing & Automated SLA Escalation Engine
Turn subscriber complaints into fast, auditable resolutions. Automatically diagnose ONT optical power and ping latency upon ticket creation, dispatch field technicians via GPS, and enforce strict SLA resolution timers across your broadband operations.
The Closed-Loop Resolution Workflow
Complete traceability from first diagnostic ping to subscriber satisfaction sign-off.
Instant Auto-Diagnosis
System pings ONT, reads optical Rx dBm from OLT, and verifies RADIUS session state.
Dynamic SLA Clock
Target MTTR countdown begins with multi-tier alerts sent to NOC managers before breach.
GPS Field Dispatch
Nearest qualified technician receives work order with fiber splice diagrams and materials checklist.
OTP Closed-Loop Signoff
Subscriber receives secure OTP verification code to confirm internet restoration before ticket closes.
Engineered for High-Scale Broadband Helpdesks
Empower your customer care agents and field teams with unified telemetry and automation.
One-Click Diagnostic Panel
Support agents view live latency, packet loss, ONT temperature, Wi-Fi channel load, and router reboot buttons directly inside the ticket.
Enterprise SLA Matrix
Configure 99.9% uptime SLAs for leased lines and standard 4-hour response SLAs for FTTH subscribers with automatic penalty calculations.
Native Mobile Technician App
Offline-capable iOS and Android app for field technicians. Scan ONT barcodes, capture optical power readings, and upload installation photos.
Bulk Outage Ticket Merging
When an OLT PON port drops, Kashtrix detects the cluster and automatically links individual subscriber tickets into a single master incident.
Multi-Department Escalations
Seamless handoffs between Level 1 Helpdesk, Level 2 Network NOC, Level 3 Fiber Splicing, and Billing Administration with immutable audit logs.
Omnichannel Notifications
Keep subscribers updated at every step via SMS, WhatsApp, mobile push notifications, and automated phone calls.
Frequently Asked Questions
What is a closed-loop fault ticketing system in broadband operations?
A closed-loop system ensures that a ticket cannot be marked resolved until both automated network verification passes (live ONT optical power in range, PPPoE session active, 0% packet loss) and the subscriber confirms resolution via SMS OTP or mobile app confirmation.
How does the automatic network ping and optical diagnosis work during ticket creation?
When a customer or call center agent opens a ticket, Kashtrix immediately runs background diagnostics: polling the subscriber's assigned OLT for ONT optical Rx/Tx levels, querying the BNG for active PPPoE/IPoE sessions, and running an ICMP ping from the gateway. If an upstream outage is detected, the customer is notified instantly, preventing redundant technician dispatches.
How are field technicians dispatched with GPS routing?
Kashtrix matches ticket location coordinates with field technician GPS locations, skill sets (fiber fusion splicing vs CPE replacement), and parts in van inventory. Technicians receive work orders on the Kashtrix Mobile App with turn-by-turn navigation, drop cable schematics, and optical power testing tools.
Can we configure tiered SLA escalation timers and breach alerts?
Yes. You can define granular SLAs based on subscriber tier (Enterprise Dedicated vs Residential Broadband) and ticket severity (Critical Fiber Cut vs Wi-Fi Password Reset). SLA countdown timers escalate unacknowledged tickets to NOC managers via SMS, WhatsApp, and email before a breach occurs.
Accelerate Fault Resolution Across Your Network
See how Kashtrix Closed-Loop Ticketing reduces subscriber churn and speeds up field resolutions.
Request Ticketing Demo