PortaSwitch Telecom Subscriber Management Platform Now Includes RT: Request Tracker CRM/Ticketing System

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Leading Enterprise-Grade Ticketing Product Gives PortaSwitch Users Ability to Manage Subscriber Issues from Customer Info Screen; Creating New Ticket Requires Single Click

PortaOne, Inc. and Best Practical Solutions LLC, makers of issue tracking system RT: Request Tracker (RT), today announced the integration of RT into PortaOne’s PortaSwitch telecommunications services and subscriber management platform for telephony service providers. The integration gives PortaSwitch service providers a powerful new tool for improving both issue resolution and overall customer satisfaction.

RT: Request Tracker, the world’s leading open-source issue-tracking system, has been proven since 1996 in thousands of companies around the world, from Fortune 100 companies to small non-profits.Starting with PortaSwitch Maintenance Release 21 (MR21), the tool comes with no additional license fee as a free feature upgrade for the current subscribers of PortaSwitch’s PortaCare 24/7 technical support and maintenance program (an extra PortaCare contract is required for the additional server to host the RT system).

RT is suitable for tracking customer service inquiries as well as a wide range of other business processes. It manages key tasks such as issue identification, prioritization, assignment, resolution and notification, and delivers the essential information necessary for fast and professional help desk, CRM and Network Operations Center (NOC) ticketing.

Using RT can dramatically simplify and improve customer service workflows, giving service providers a pathway for major performance increases. PortaOne has used RT internally for over five years for its own issue tracking needs. We understand its value not only through our own daily use, but also through the positive feedback we’ve received from our own customers.”

Roman Khalenkov, PortaOne Sales and Marketing Director

PortaSwitch is an ideal application for RT. Users can provide a welcome communication path for end users, and its interface has been fully internationalized in ten major world languages. Internally, the platform allows customer service personal to track a ticket’s full history and establish metadata in order to better retain knowledge and analyze service trends. We believe PortaSwitch users will greatly benefit from this technology partnership.”

Keri Shaughnessy, Sales Manager from Best Practical Solutions

RT is integrated into the PortaSwitch CRM/ticketing system as a seamless part of PortaSwitch’s PortaBilling100, a converged VoIP billing and customer management platform. Users access RT via the Customer Info screen in PortaBilling100, which directly links to the ticketing interface. Once accessed, RT displays a list of the customer’s open tickets where they can be easily accessed, all on one screen. Creating a new ticket from the display requires only a single click.

PortaSwitch, PortaOne’s flagship product, is capable of handling the complete call control and converged VoIP billing functions of a diversified digital services company, enabling wholesale VoIP carriers and ITSPs to deliver a wide variety of business models quickly and flexibly. The comprehensive product consists of a real-time billing system, class 4/5 SIP softswitch, and application servers that deliver converged VoIP billing and provisioning, SIP call control, unified messaging, IP Centrex and hosted IP PBX, callback management, IVRs, conferencing and more.

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