Support
The ticket queue with priorities, categories, labels, teams and an assignee. Every ticket has a page with the conversation, the attachments and the history of every step.
- Tickets
- Categories
- Labels
- Teams
- Service agreements
- Recycle bin
One retail network,
one system.
Support requests, planned maintenance, the HACCP log and device inventory stop living in chat threads, spreadsheets and inboxes. TicketOS holds them together, with the full history of every request and the person handling it.
The platform
What the people at work actually see
The screens below are the real TicketOS interface, rebuilt inside this page. Switch tabs for the home page, the ticket queue, maintenance with the HACCP log, and the device inventory.
The dashboard opens the day: how many tickets are open, how many were closed, which ones are past their deadline, and how the queue moved over the last two weeks.
The full queue, filterable by venue, category, priority, status and assignee. Rows stay on a single line: you scroll sideways rather than read truncated text.
Planned work on the shared calendar and the HACCP log with the readings for the period, ready to export for an inspection.
Fleet inventory with the assigned person, where each record came from, and the budget spent per department. Rows marked MDM arrive from the Hexnode sync.
The screens are the real interface of the platform. Figures, venue names and people names are illustrative: no venue or employee data is published here.
The brands using it every day
Seven Investfood group brands on the same system, each one with its data kept apart from the others.
The network using it every day
90
venues served
7
brands on one system
600
people in the network
20
operational sections
The problem
A request that starts in a chat does not exist
Within a month the same fridge gets reported three times, by three people, on three different channels. Nobody knows whether the technician already came. Nobody knows what the last repair cost. At inspection time there is no date, no signature, no recorded temperature.
TicketOS removes the problem at the root: every report becomes a ticket with a number, a venue, a category, a priority and a person responsible for it. From that point on, everything stays written down.
- One queue. portal, inbound email, point of sale and public form all land in the same place.
- Full history. messages, attachments, status changes and reassignments stay attached to the ticket.
- Visible deadlines. service agreements flag what is late on their own, before the venue does.
- Real numbers. volumes, resolution times, cost per venue and per supplier, without rebuilding them by hand.
Modules
Four areas, one login
Each area stands on its own and is switched on when it is needed. Permissions follow the person role, so an area manager sees their network and an agent sees their queue.
Maintenance and HACCP
Planned and unplanned work on equipment, a shared calendar, a contract renewal schedule and an HACCP log whose readings are signed and ready for inspection.
- Overview
- HACCP log
- Calendar
- Renewals
- Equipment
- Suppliers
Devices
Inventory of laptops, tablets and phones with the person they belong to, the purchase catalogue, stock on hand and the budget spent per department.
- Inventory
- Device tickets
- Catalogue
- Stock
- Budget
Records and analysis
Venues, brands, area managers, agents and data collection forms built without writing code. Reports cross volumes, times and costs across the whole network.
- Venues
- Brands
- Area managers
- Forms
- Reports
- Products and development
How it works
From the report to the close
01
The request arrives
The venue opens a ticket from the portal, from the till, from a public form, or simply by writing to a dedicated email address. Either way it enters the same queue.
02
The team picks it up
Category and priority decide the team and the deadline. Whoever takes it gets a Slack notification and an in app alert, and answers from the ticket page.
03
The trail remains
When it closes, the conversation, attachments, times and costs stay. Reports read them back per venue, category, agent and supplier, with no manual work.
Intake channels
The venue reports the way that suits it
Asking someone behind a counter to learn a new program during service does not work. TicketOS takes the request on the channel that person already uses, and turns it into a tracked ticket anyway.
- Dedicated portal. a restricted login for the venue, with its own tickets and the status of each one.
- Inside the till. embed routes show ticket creation and replies inside the point of sale software, over a signed link.
- Inbound email. one address per brand: the message becomes a ticket with the attachments already in place.
- Public form. an addressable page that collects requests from people without an account.
On the floor
It works with a phone in your hand too
People working in a venue do not have a desk. The interface adapts to the screen, the navigation bar sits at the bottom where the thumb lands, and fields do not make the page zoom by themselves when a form is tapped.
- Wide touch targets. every control respects the recommended minimum tap size.
- No accidental zoom. fields use the text size that avoids automatic zoom on iPhone.
- Respects screen edges. navigation accounts for the gesture bar and the notch.
- Light and dark theme. it follows the phone setting, and can be forced either way.
Open tickets
37
3 past deadline
Fridge below temperature
NIMA Sushi Milano Duomo
Urgent
Receipt printer
MACHA Navigli
In progress
New floor tablet
Poke Factory Torino
Waiting
Dashboard
Tickets
Overview
Alerts
Integrations
It talks to the tools you already run
Slack on two channels
Support requests and development requests go to separate channels, so neither group reads the other notifications.
Inbound and outbound mail
A dedicated receiving address and signed outbound notifications, with a sender identity configurable per company.
Hexnode MDM
Weekly fleet sync: serial numbers, models and owners arrive in the inventory on their own.
Point of sale
An embed interface to open and follow a ticket without leaving the till software.
Maintenance calendar
Scheduled visits are published as calendar entries and drop straight into the technician agenda.
Application interface
Token authenticated routes under an api prefix, to connect other back office systems, warehouses and internal tools.
Security and data
Built to keep companies apart
The platform is multi company by design. Separation is not a convention among the people writing the code: it is enforced on every request, server side.
Verified access
Firebase authentication with expiring tokens. Four roles, from super administrator down to the venue user.
Separation per company
Every record carries its company reference and every query applies it. No data crosses the boundary.
Encrypted secrets
Integration keys are encrypted with the key management service and can be rotated without stopping the service.
European infrastructure
Application and database hosted in Europe, with a static egress address for suppliers that need to allow it in advance.
FAQ
The questions that come up most
What is TicketOS
TicketOS is a web platform that holds support requests, planned maintenance, the HACCP log and device inventory of a retail network in one place. Every report becomes a ticket with a number, a venue, a priority and an owner, and stays searchable with its full history.
Who is it for
For chains and groups with several venues and several brands, where requests come in from dozens of sites and have to be routed to different teams. It runs on the Investfood group network, roughly 90 venues and 7 brands, with more than 600 people.
How does a venue open a ticket
Four ways: from the restricted portal, from the till through the embed routes, by writing to the dedicated email address, or by filling in a public form. All four land in the same queue, with attachments already in place.
Does the HACCP log hold up at inspection
Readings are stored with date, time, equipment, value and the person who entered them, and come out as a printable document. The digital log replaces the paper folder and makes a reading from months ago immediate to find.
Is data from different companies kept apart
Yes. The platform is multi company by construction: every record carries its company reference and the check is enforced by the service on every request, not by the interface. A person sees only the companies they are entitled to.
Does anything need installing in the venues
No. TicketOS is a web application: it opens in the browser of a computer, a tablet or a phone. The interface adapts to the screen, and on a phone it has a bottom navigation bar meant for use during service.
Does it integrate with what we already use
Slack on separate channels for support and development, inbound and outbound mail, Hexnode for the device fleet, the point of sale software and the maintenance calendar. Token authenticated routes let you connect other systems.
Where is the data hosted
Application and database are hosted in Europe. Outbound traffic leaves from a static address, which helps when a supplier asks to allow the caller in advance.