1.Support - Smart Support Ticketing & Workflow Automation

Overview

1.Support by ITSthe1 Solutions is a centralized support ticketing and workflow management system designed for hotels, hospitals, resorts, MDUs, universities, corporate offices, and service-based enterprises. Whether used independently or fully integrated with our 1.TV (in-room entertainment system) and 1.Hotel (guest mobile app), it enables real-time ticket creation, SLA-based task tracking, multi-level escalation, and operational performance analytics across departments with comprehensive reporting to monitor Key Performance Indicators (KPIs).

Transform your service operations with intelligent automation, seamless integrations, and data-driven insights that enhance both staff efficiency and customer satisfaction.

Key Features

Automated Ticket Generation

• Multi-Channel Creation: Instantly generate service requests from TV screens, mobile apps, tablets, or staff terminals
• Predefined Categories: Structured ticket intake with categories like “air conditioner not working”, “extra towel”, “wifi issue”
• Smart Classification: Automatic categorization and priority assignment based on request type
• Real-Time Processing: Immediate ticket creation and routing for fastest response times

Departmental Routing

• Intelligent Assignment: Requests automatically routed to correct department based on request type, room, and guest profile
• Flexible Rules: Support routing rules by time of day, staff shift, or building wing
• Load Balancing: Even distribution of tickets across available staff members
• Custom Workflows: Tailored routing workflows for different property types and organizational structures

SLA Management

• Custom Configurations: Configure SLAs with multiple escalation levels for timely resolution and accountability
• Service Level Agreements: Define custom SLAs by request category, priority, or department
• Real-Time Tracking: Each ticket tracked against its SLA with live status indicators (green/yellow/red flags)
• Performance Monitoring: Continuous monitoring of SLA compliance and breach prevention

Multi-Level Escalation Management

• Automated Escalation: Configure escalation policies based on response time or resolution deadlines
• Hierarchical Structure: Escalate unresolved tickets from staff → supervisor → manager → admin
• External Notifications: Option to notify external teams (security, engineering head, general manager)
• Flexible Timing: Customizable escalation timeframes based on urgency and department

Comprehensive Reporting

• Performance Analytics: Generate daily, weekly, or monthly reports segmented by department, room, or staff member
• KPI Monitoring: Track key performance indicators for operational improvement
• Trend Analysis: Identify patterns and areas needing attention through data visualization
• Custom Reports: Tailored reporting for specific organizational requirements

Live Staff WebApp Interface

• Multi-Device Access: Web-based dashboard available on desktop, tablet, or mobile
• Role-Based Login: Differentiated access for staff, supervisor, admin, and analytics roles
• Real-Time Updates: Staff can accept, update, escalate, and resolve tickets instantly
• Intuitive Design: User-friendly interface designed for fast, efficient ticket management

Seamless Integrations

1.TV Integration

• In-Room Reporting: Guest-reported issues via in-room TVs automatically logged into 1.Support system
• Immediate Action: Direct routing to appropriate departments for instant response
• Unified Experience: Consistent service experience across all guest touchpoints
• Real-Time Sync: Live synchronization between TV interface and support dashboard

1.Hotel Integration

• Mobile App Requests: Problems reported through guest-facing app seamlessly converted into support tickets
• Unified Service: Single backend ensuring consistent service experience across all platforms
• Guest Profile Integration: Automatic guest information population for personalized service
• Request Tracking: End-to-end tracking from mobile app submission to resolution

PMS & GRMS Integration

• Room Status Links: Optional connections to room status and check-in data
• Guest Identity Mapping: Real-time guest identity and preference integration
• Automated Updates: Seamless data flow between property management and support systems
• Operational Efficiency: Streamlined workflows through integrated data management

Business Benefits

Enhanced Efficiency

• Automated Workflows: Reduce manual intervention, speeding up response times and improving service quality
• Smart Routing: Intelligent ticket distribution based on expertise, availability, and workload
• Streamlined Processes: Eliminate bottlenecks and redundancies in service delivery
• Resource Optimization: Better allocation of staff resources based on real-time demand

Data-Driven Decisions

• Detailed Analytics: Comprehensive insights into operational performance and service trends
• Performance Metrics: Clear visibility into team and individual performance indicators
• Predictive Analysis: Identify potential issues before they impact service quality
• Strategic Planning: Data-informed decision making for operational improvements

Improved Accountability

• Clear Tracking: Transparent ticket status and resolution tracking for all stakeholders
• Performance Monitoring: Individual and team performance tracking and evaluation
• Responsibility Culture: Foster accountability and continuous improvement through clear metrics
• Audit Trails: Complete documentation of all service interactions and resolutions

Scalability

• Business Growth: Designed to accommodate businesses from single locations to multi-property enterprises
• Flexible Architecture: Scalable infrastructure that grows with organizational needs
• Multi-Location Support: Centralized management across multiple properties or departments
• Performance Consistency: Maintained service quality regardless of operation size

Ideal For

Hotels, Resorts & Hospitality Groups

• Guest Experience: Improve guest satisfaction with faster in-room service response
• Service Tracking: Efficiently track housekeeping requests, minibar issues, and lost items
• Revenue Protection: Minimize service disruptions that could impact guest satisfaction
• Brand Consistency: Ensure consistent service standards across all properties

Hospitals & Clinics

• Facility Management: Manage patient room maintenance, sanitation, and transport tasks from central portal
• Patient Care: Streamline non-medical service requests to focus staff on patient care
• Compliance: Meet healthcare facility management and safety requirements
• Emergency Response: Priority handling of urgent facility and safety issues

Corporate Offices & Retail Facilities

• IT Helpdesk: Track IT support tasks, software issues, and hardware maintenance efficiently
• Facility Requests: Manage office maintenance, security alerts, and facility improvements
• Multi-Department: Coordinate service requests across different organizational departments
• Productivity: Minimize downtime through efficient issue resolution

Malls & Mixed-Use Properties

• Tenant Services: Log tenant requests, maintenance needs, and emergency repairs in real-time
• Public Areas: Manage common area maintenance and customer service issues
• Multi-Tenant: Handle diverse service requirements across different tenant types
• Emergency Management: Priority routing for safety and security issues

Universities & Event Venues

• Campus Services: Student and staff service requests across multiple buildings and departments
• Event Support: Rapid response for event-related technical and facility issues
• Multi-Location: Centralized management across distributed campus facilities
• Student Experience: Enhanced student satisfaction through efficient service delivery

SLA Management & Escalation Engine

Ensure Every Request Is Handled Within Agreed Timeframes

1.Support features a powerful SLA (Service Level Agreement) configuration engine that allows you to define, monitor, and escalate support requests based on custom response and resolution timelines per department or issue type.

Customizable SLA Tiers

Define different SLA levels based on:

Request Type Configuration

• Critical Issues: “AC not working” = 30 min response, 2 hour resolution
• Standard Requests: “Towel request” = 15 min response, 45 min resolution
• Low Priority: “Information request” = 30 min response, 2 hour resolution

Department-Specific SLAs

• Engineering: Technical issues with specialized response times
• Housekeeping: Room service and cleanliness requests
• Food & Beverage: Dining and catering service requests

Guest Priority Levels

• VIP Guests: Expedited response and resolution times
• Long-Stay Guests: Enhanced service level commitments
• Repeat Guests: Prioritized handling based on loyalty status

Example SLA Structure

Automated Multi-Level Escalations

Intelligent Escalation Triggers

• Level 1: Notify assigned staff member via push notification or SMS
• Level 2: Escalate to supervisor after defined time lapse (customizable: 10-30 mins)
• Level 3: Escalate to department manager or general manager
• Optional: Send email summary to operations team or flag on executive dashboard

Smart Escalation Logic

• Availability-Based: Skip unavailable staff members in escalation chain
• Expertise Matching: Route to staff with appropriate skills and experience
• Workload Balancing: Consider current workload when escalating tickets
• Time-Based Rules: Different escalation rules for day/night shifts

Live SLA Breach Monitoring

Real-Time Dashboard

• Visual Indicators: View real-time dashboards showing active SLA breaches
• Department Analytics: Highlight departments or rooms consistently breaching SLAs
• Color-Coded Tracking: Request lists with green (on time), yellow (approaching), red (breached) status
• Trend Analysis: Historical SLA performance trends and improvement tracking

Proactive Alerts

• Early Warning: Notifications before SLA breaches occur
• Manager Dashboards: Executive-level SLA performance monitoring
• Mobile Alerts: Push notifications for critical SLA violations
• Automated Reports: Regular SLA performance summaries

Escalation Flexibility

Advanced Configuration Options

• Shift-Based Rules: Different escalation rules for various shift hours
• Room Category: VIP rooms, suites, and standard rooms with different SLA requirements
• Guest Type: Corporate, leisure, group bookings with customized service levels
• Request Source: Different rules for in-room TV requests vs. mobile app submissions

Dynamic SLA Management

• Pause/Resume: SLA timers for staff breaks or low-traffic periods
• Holiday Schedules: Adjusted SLAs for holidays and special events
• Seasonal Adjustments: Modified response times based on occupancy levels
• Emergency Overrides: Instant escalation for safety and security issues

Security & Compliance

Secure Data Handling

• End-to-End Encryption: All data encrypted during transmission and storage for confidentiality and integrity
• Data Isolation: Secure separation of tenant data in multi-property deployments
• Backup & Recovery: Comprehensive data backup and disaster recovery procedures
• Privacy Protection: Guest and patient privacy safeguards meeting industry standards

Access Controls

• Role-Based Permissions: Granular access controls restricting sensitive information access
• Multi-Factor Authentication: Enhanced security for administrative and sensitive access
• Session Management: Secure user session handling with automatic timeouts
• Organizational Policies: Flexible permission structures aligning with company policies

Audit Trails

• Comprehensive Logging: Complete tracking of all actions within the system
• Compliance Support: Detailed audit trails aiding in regulatory compliance and accountability
• User Activity Monitoring: Full visibility into staff actions and system usage
• Data Integrity: Tamper-proof logging for forensic analysis and compliance reporting

Regulatory Compliance

• GDPR Compliance: European data protection regulation adherence
• HIPAA Alignment: Healthcare data protection for medical facility deployments
• Local Regulations: Compliance with regional and industry-specific requirements
• Industry Standards: Adherence to hospitality and healthcare service standards

Technical Specifications

Platform Architecture

• Cloud-Native: Scalable cloud infrastructure for reliability and performance
• Multi-Tenant: Secure multi-property support with data isolation
• API-First: RESTful APIs for seamless third-party integrations
• Microservices: Modular architecture for flexibility and scalability

Integration Capabilities

• Property Management Systems: Native integration with major PMS platforms
• Guest Room Management: Direct connectivity with GRMS for room control integration
• Communication Systems: Email, SMS, and push notification services
• Analytics Platforms: Data export for business intelligence and reporting tools

Performance & Reliability

• High Availability: 99.9% uptime guarantee with redundant infrastructure
• Load Balancing: Automatic scaling for peak usage periods
• Real-Time Processing: Instant ticket creation and routing for immediate response
• Global Deployment: Multi-region support for international properties

Mobile & Web Access

• Responsive Design: Optimized for desktop, tablet, and mobile devices
• Offline Capability: Core functions available without internet connectivity
• Cross-Platform: Native iOS and Android apps with web-based alternatives
• User Experience: Intuitive interfaces designed for fast, efficient operation

Why Choose 1.Support by ITSthe1?

Integrated Ecosystem

• Unified Platform: Seamless integration with 1.TV and 1.Hotel for complete solution
• Single Backend: Streamlined operations with unified data management across all touchpoints
• Consistent Experience: Cohesive service experience from guest request to resolution
• Operational Synergy: Enhanced efficiency through integrated platform approach

Advanced Automation

• Intelligent Workflows: AI-powered ticket routing and escalation management
• Predictive Analytics: Proactive issue identification and resource planning
• Smart Notifications: Context-aware alerts and communication management
• Continuous Learning: System optimization through machine learning algorithms

Industry Expertise

• Hospitality Focus: Deep understanding of hospitality and service industry requirements
• Multi-Sector Experience: Proven success across healthcare, corporate, and education sectors
• Best Practices: Implementation of industry-leading service management practices
• Innovation Leadership: Continuous development of cutting-edge support technology

Comprehensive Support

• Expert Implementation: Professional setup, configuration, and staff training services
• 24/7 Support: Round-the-clock technical support and system monitoring
• Continuous Optimization: Ongoing platform optimization and feature development
• Success Partnership: Dedicated customer success management for optimal results

Get in Touch

Elevate your support operations with 1.Support. Transform your service delivery with intelligent automation, seamless integrations, and data-driven insights that enhance both operational efficiency and customer satisfaction.

Ready to revolutionize your support operations?

Contact us today at sales@itsthe1.com to schedule a demo or learn more about how our solution can benefit your organization.

Experience the future of service management with 1.Support by ITSthe1 Solutions—where intelligent automation meets exceptional service delivery.

• Channels: Email, web portal, phone, chat, mobile app
• Integration: LDAP, Active Directory, CRM systems
• Reporting: Custom dashboards and automated reports
• Security: Role-based access control and audit trails
• Scalability: Support for unlimited agents and tickets