For ISPs, customer support is all about balance: keeping teams efficient while making sure customers feel heard. That’s where Sonar’s ticketing features step in, giving your support staff the structure they need, while helping customers get fast, reliable answers. 

Here’s how Sonar makes the support process easier for everyone: 

Every Email Becomes a Ticket 

No more digging through inboxes or worrying about lost messages. With Inbound Domains, Sonar automatically routes incoming tickets based on the email address they’re sent to, and your team can further organize them by category, user, and more. 

• Get started with ticketing

Tickets Go to the Right Team 

When a ticket comes in, it shouldn’t bounce around between departments. Sonar uses Ticket Groups and Ticket Categories to send tickets directly where they belong, whether it’s billing, technical, or general support. 

• Explore ticket groups  
• Explore ticket categories 

Faster Replies with Canned Responses 

Some questions come up again and again, like billing dates or password resets. With Canned Replies, your team can answer in seconds using predefined, consistent responses. That means less typing for staff, and quicker, clearer answers for customers. 

• Explore canned responses, examples and templates 

Give Customers Control with the Portal 

Sometimes customers just want to check in on their own. Sonar’s pre-built, self-hosted Customer Portal makes it easy for them to: 

• Submit new support tickets 

• View their ticket history 

• Check the status of open requests 

It’s a simple way to cut down on inbound calls and give customers visibility at every step. 

• See how to use the Customer Portal 

Automatic Updates Keep Everyone in the Loop 

Customers don’t like to be left wondering what’s happening with their request. In Sonar, you can set up auto-replies that immediately acknowledge a ticket and set expectations, while due dates ensure tickets stay on track so nothing gets missed. 

For proactive outreach, you can also configure Triggered Messages. These go beyond ticket replies, automatically notifying customers via email or SMS about upcoming due dates, expiring credit cards, and more. 

• See triggered messages in action 

Scaling Support Without Losing the Human Touch

Great support is about more than just solving problems, it’s about trust, clarity, and being easy to reach. Sonar’s ticketing system helps ISPs organize their support process, speed up response times, and keep customers informed, all without adding extra overhead. 

Because when your support team feels confident and efficient, your customers notice. 

Next up: how Sonar streamlines Inventory and Procurement workflows.