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Products / Ticketing & Issue Management

Ticketing that keeps every issue owned, visible and moving.

Log customer, IT and internal issues in one place. Assign an owner, track progress and close with a full history.

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Web application iOS and Android app Part of Tx3

The operational problem

Requests get lost when they live in inboxes and chats.

Without a ticketing system

Issues sit in email, calls and messages. Nobody is sure who owns what, and follow-up slips.

With Hourglass Ticketing

Every issue has an owner, status, priority, attachments and a resolution history.

Issue lifecycle

From raised to resolved in four steps.

Give every request a defined journey and make ownership visible from the moment an issue is raised.

1

Raise

Log the issue with details and supporting files, from the web or the iOS and Android app.

2

Assign

Give it an owner and route it to the right person or team.

3

Track

Follow status, priority and age until it is done.

4

Resolve

Close it with the full record of what happened.

Core capabilities

What your team and customers get.

The application brings issue capture, ownership, collaboration, customer visibility and management reporting into one workflow.

One record for every issue

Log tickets on web or mobile so the whole team works from the same record.

Clear ownership

Assign and reassign tickets, and always see who is responsible.

Ageing and priority views

Filter by age, assignee or priority to focus on urgent and overdue work.

Attachments on the ticket

Keep screenshots, files and logs against the issue they belong to.

Collaboration in context

Internal notes, mentions and reassignments stay on the ticket, not scattered across chat.

Linked tasks

Link a ticket to a To-Do List (TD2) task and assign it to an employee.

Time on every ticket

Time entered against a ticket, or a linked task, updates the time taken on the ticket automatically and immediately.

Customer portal and document delivery

Customers raise tickets and follow their status, and download requested documents, such as certificates, directly from the ticket.

Reports and dashboards

See open, in-progress and closed tickets by assignee, ageing and priority, with history for performance review.

Configurable to your process

Set ticket fields and workflows around how your organisation works.

Where it fits

One workflow for customer, IT and internal requests.

One ticketing workflow for different teams, configured around your business process.

Customer service

Give customers a structured way to raise requests and follow them up.

IT support

Manage incidents, access requests and technical issues with clear ownership.

Internal operations

Track requests between departments and keep operational work visible.

Professional services

A client raises a ticket for a document, such as a certificate from a CA firm. The firm generates it, links it to the ticket in Document Management, and the client downloads it from the ticket.

The Hourglass advantage

Tx3: Ticketing, Timesheet and To-Do List working as one.

Tx3 is our employee productivity suite. Enter time once and it updates the ticket, the linked task and the project timesheet, so teams spend less time on admin and managers see effort where it counts.

1

Link

From To-Do List (TD2), link a ticket to a task and assign it to an employee.

2

Record

Time entered against the ticket, or against a linked TD² task, updates the time taken on the ticket automatically and immediately.

3

Report

The same time updates the timesheet against the project linked to the ticket, automatically and immediately.

To-Do List (TD2)

Link tickets to tasks and assign them to employees.

View To-Do List

Timesheet

Ticket time flows into the timesheet against the linked project.

View Timesheet

Document Management

Documents generated for a customer are stored in Document Management, linked to the ticket, and downloaded from it.

View Document Management
Together, the three Tx3 applications connect issue tracking, task execution and time recording in one workflow, which helps improve productivity across the organisation.
FAQ

Questions we hear most.

Answers to common questions about Hourglass Ticketing and its connected workflow.

Software that helps a business log, track and resolve customer or internal issues in one place, so no request is lost and every issue has an owner.

Yes. Customers raise tickets through a self-service portal and can follow the status of each one.

Yes. The Ticketing Application is available as a web application and as a mobile app for iOS and Android.

Yes. It integrates with To-Do List (TD2), Timesheet and Document Management. Tickets can be linked to tasks and assigned from TD², and time recorded against a ticket updates the project timesheet.

Yes. Ticket fields and workflows can be configured around your requirements. Tell us what you need.

Yes. Time entered against a ticket, or against a linked To-Do List (TD2) task, updates the time taken on the ticket and the employee's timesheet against the project linked to the ticket.

Yes. A customer can raise a ticket requesting a document, such as a certificate. Your team generates the document and stores it in Document Management, linked to the ticket, and the customer downloads it directly from the ticket.

Tx3 is Hourglass IT's employee productivity suite of three applications: Ticketing, Timesheet and To-Do List (TD2). They work together, so time recorded against a ticket or a linked task updates the ticket and the project timesheet automatically and immediately.
Bring issues under control

Bring your issues into one visible workflow.

Tired of lost emails and unresolved requests? See how the Ticketing Application fits your support or operational process.

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