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Ticketing

Module

Ticketing

Structured ownership, automatic escalation and full traceability — from first report to final resolution.

From daily support coordination to critical escalations, iqpdb™ keeps every ticket organized, visible and moving toward resolution. Nothing stalls. Nothing gets lost.

Ticket raised
Every issue captured in one place
Owner assigned
One clear owner at every stage
Auto-escalation
Age and severity pull in the right people
Experts in context
Cross-team collaboration inside the ticket
Proven remedies
Similar resolved cases surface instantly
Resolved & logged
Closed with a full audit trail
Nothing stalls, nothing lost
Every ticket owned, moving and audit-ready by default.

Business outcomes​

Faster
time to resolution
Escalation happens by rule, not by memory — issues reach the right hands sooner.
Every
ticket owned
Clear ownership at every stage. Transfers tracked. No "is anyone looking at this?".
Full
context in one place
Conversations, history and remedies live inside the ticket — not scattered across inboxes.
Audit
ready by default
Complete timestamped history — ready for quality and compliance reviews anytime.

Features​

Every Ticket Visible

Status of every ticket — clear at a glance. Owners, stages and progress visible in one operational view.

Escalations on Autopilot

The right people pulled in before issues become crises. Age and severity trigger escalation automatically — no chasing, no remembering.

Ownership Always Clear

Every ticket has one owner. Transfers are tracked with full history — accountability stays sharp through every handoff.

Stay Informed, Don't Check

Subscribe and the system tells you. Notifications on status changes, new comments and escalations — without constant polling.

Proactive Work, Same System

Action items live alongside tickets. Proactive and reactive work share owners, deadlines and progress tracking — proactive work doesn't drown.

Right Experts, Right Ticket

Cross-team collaboration inside the ticket. R&D, manufacturing and product development join in context — communication stays where the issue lives.

Proven Solutions at Hand

Similar resolved cases — one search away. The global remedy knowledge appears inside the ticket, without context-switching.

Audit-Ready by Default

Every action logged automatically. Complete ticket history — ready for quality and compliance audits, anytime.

Shared inboxes vs. iqpdb ticketing​

Shared inboxes
  • "Is anyone looking at this?"
  • Escalation depends on remembering
  • Same issue solved differently by every agent
  • Context lives in forwarded email threads
  • Audits start an archaeology project
With iqpdb™
  • Every ticket owned, every ticket moving
  • Escalation fires automatically — by rule
  • Past solutions surface in the ticket itself
  • All context lives where the work happens
  • Audit trail ready the moment you need it

Who uses it​

Backoffice Support
Primary user — manages ticket flow and ownership
Hotline Support
Creates tickets from inbound customer calls
Field Service Engineer
Updates tickets with findings from the field
Product Development
Responds to design-related tickets
Service Manager
Monitors ticket volume, age and escalation status

Connected Modules​