1.Support – Smart Support Ticketing & Workflow Automation

Streamline Service Requests and Enhance Operational Efficiency

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).

Key Features

Automated Ticket Generation:

Instantly generate service requests from TV screens, mobile apps, tablets, or staff terminals.
Predefined categories allow structured ticket intake (e.g., “air conditioner not working”, “extra towel”, “wifi issue”).

Departmental Routing:

Requests are routed automatically to the correct department based on request type, room, and guest profile.
Supports routing rules by time of day, staff shift, or building wing.

SLA Management:

Configure SLAs with multiple escalation levels to ensure timely resolution and accountability.
Define custom Service Level Agreements by request category, priority, or department.
Each ticket is tracked against its SLA with real-time status indicators (green/yellow/red flags).

Multi-Level Escalation Management

Configure escalation policies based on response time or resolution deadlines.
Escalate unresolved tickets from staff to supervisor → manager → admin.
Option to notify external teams (e.g., security, engineering head, or general manager).

Comprehensive Reporting: Generate daily, weekly, or monthly reports segmented by department, room, or staff member to monitor performance and identify areas for improvement.

Live Staff WebApp Interface:

Web-based dashboard available on desktop, tablet, or mobile.
Role-based login: staff, supervisor, admin, and analytics.
Staff can accept, update, escalate, and resolve tickets in real-time.

Seamless Integrations

1.TV Integration: Guest-reported issues via in-room TVs are automatically logged into the 1.Support system for immediate action.
1.Hotel Integration: Requests or problems reported through the guest-facing app are seamlessly converted into support tickets, ensuring a unified service experience.

Business Benefits

Enhanced Efficiency: Automated workflows reduce manual intervention, speeding up response times and improving service quality.
Data-Driven Decisions: Detailed analytics provide insights into operational performance, helping to identify trends and areas needing attention.
Improved Accountability: Clear tracking of ticket statuses and resolutions fosters a culture of responsibility and continuous improvement.
Scalability: Designed to accommodate businesses of all sizes, from single-location establishments to multi-property enterprises.

Ideal For

Hotels, Resorts & Hospitality Groups
Hospitals & Clinics (for facility management)
Corporate Offices, Malls & MDUs
Universities and Event Venues

Hotels & Resorts

Improve guest experience with faster in-room service response
Track housekeeping requests, minibar issues, or lost items efficiently

Hospitals & Clinics

Manage patient room maintenance, sanitation, and transport tasks from a central portal

Corporate & Retail Facilities

Track IT helpdesk tasks, facility requests, and security alerts across departments

Malls & Mixed-Use Properties

Log tenant requests, maintenance needs, or emergency repairs in real-time

Security & Compliance

Secure Data Handling: All data is encrypted during transmission and storage, ensuring confidentiality and integrity.
Access Controls: Role-based permissions restrict access to sensitive information, aligning with organizational policies.
Audit Trails: Comprehensive logs track all actions within the system, aiding in compliance and accountability.
GDPR, HIPAA, and local regulatory alignment options

Seamless Integrations

1.TV: Tickets created from in-room TV (e.g. issue with lighting, A/C) are sent directly to the relevant team.
1.Hotel: Guest service requests or complaints from the mobile app are instantly converted to tickets.
PMS & GRMS: Optional links to room status, check-in data, and real-time guest identity mapping.

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 (e.g. “AC not working” = 30 min; “Towel request” = 15 min)
Department (e.g. Engineering vs. Housekeeping vs. F&B)
Guest Priority (e.g. VIP, long-stay, repeat guests)

Example SLA structure:

Priority Level	Response Time	Resolution Time
High (e.g. power outage)	5 mins	30 mins
Medium (e.g. leaking faucet)	10 mins	1 hour
Low (e.g. extra pillow)	15 mins	90 mins

Automated Multi-Level Escalations

Trigger alerts automatically if a request is not acknowledged or resolved within the configured time:

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

Live SLA Breach Monitoring

View real-time dashboards showing active breaches
Highlight departments or rooms consistently breaching SLAs
Color-coded tracking on request lists (green = on time, red = breached)

Escalation Flexibility

Configure by shift hours, room category, or guest type
Different rules can apply to in-room TV requests vs. mobile app submissions
Pause/resume SLA timers for staff breaks or low-traffic periods

Get in Touch

Email: sales@itsthe1.com

1.Support – Smart Support Ticketing & Workflow Automation

Streamline Service Requests and Enhance Operational Efficiency

Key Features

Automated Ticket Generation:

Departmental Routing:

SLA Management:

Multi-Level Escalation Management

Live Staff WebApp Interface:

Seamless Integrations

Business Benefits

Ideal For

Hotels & Resorts

Hospitals & Clinics

Corporate & Retail Facilities

Malls & Mixed-Use Properties

Security & Compliance

Seamless Integrations

SLA Management & Escalation Engine

Ensure Every Request Is Handled Within Agreed Timeframes

Customizable SLA Tiers

Automated Multi-Level Escalations

Live SLA Breach Monitoring

Escalation Flexibility

Get in Touch

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