With instaTELCO two forms will be available on the front end of your website that will generate tickets for review in the back end system. The customer service form will only users that are registered system to users to submit information and the sales form will allow general site visitors to submit a form.


All submitted tickets will be placed into an inbound queue based on the ticket type and ticket subject. Administrators will be able to edit ticket subjects within the admin.


Administrators will be able to edit tickets and assign them to any administrator on the system. Unresolved tickets will be listed on the administrators login screen until they have been marked resolved.


Customers that issue trouble tickets will be able to view their submitted tickets and the resolution response provided by the administrator that handled it from within their My Account screen.


The system can be configured to handle submissions in two different formats. First, all submissions can be directed to a sales manager or customer service manager that will then manually re-assign the ticket to the appropriate staff member. Re-assigning a ticket is a quick process that can be completed in two "clicks". Alternately, submissions can be set to be sent to each person in a group sequentially ensuring that each person receives an equal amount of work. The group can be managed in real time ensuring that users can be removed or added at will to deal with work flow issues such as temporary staff or staff absence.


Staff members after reviewing the submission are able to mark each submission with a status from a drop down menu. Administrations can add, edit, and delete ticket statuses in real time through the administration system. All submissions are stamped with a timestamp when submitted. If desired you can have submissions roll to the next person in the group if they are not reviewed within a designated time period. Each submission also shows the site it was submitted from in the event that you are using our multi-site management system.


At any point that a submission becomes an order staff members will have the option of converting the submission to a customer. The customer record file will be automatically generated from the submission and will send the customer an e-mail welcoming them to the system including a summary of the information they submitted. A secure link will be provided that they must click to activate their account and setup their password. They may also update any information in case they entered "fluff" information on their initial submission as many people do on web forms.


Administrators will also receive a "quick stat" section on their log in page, these stats will include number of new leads, new leads contacted, and the leads that qualify.