Ticket Dashboard
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Track Your Service Request
Customer enters: Ticket ID / Service Request Number and either: Registered Mobile Number or Registered Email Address
Ticket ID
EXO-SR-000123
Customer
Company Name
Issue
Firewall Connectivity Problem
Priority
P1 / P2 / P3 / P4
Current Status
- Open
- Assigned
- Engineer Dispatched
- Work in Progress
- Waiting for Customer
- Waiting for Spare
- Waiting for OEM
- Resolved
- Closed
Engineer Information
Where appropriate:
- Engineer Name
- Engineer Contact
- Engineer ID
- Expected Visit
- Check-in Status
Ticket Timeline
Example:
10:04 AM – Ticket Created
↓
10:10 AM – Ticket Acknowledged
↓
10:25 AM – Assigned to Technical Team
↓
11:15 AM – Engineer Assigned
↓
12:20 PM – Engineer Reached Site
↓
01:45 PM – Issue Resolved
↓
02:00 PM – Customer Confirmation Pending
SLA Information
Show:
Response SLA: 2 Hours
Response Completed: 35 Minutes
Resolution Target: As per contract
SLA Status: Within SLA
Customer Actions
Customer should be able to:
- Add Comment
- Upload Attachment
- Request Update
- Escalate Ticket
- Confirm Resolution
- Reopen Ticket