Every ticket arrives already analysed — classified by fault type, matched to a root cause and assigned to the technician who can fix it.
With FiberMap integrated into your helpdesk, an incoming support ticket triggers analysis rather than a queue. FiberMap’s AI engine examines network conditions and correlates events across multiple data sources — AAA, NMS and ACS servers alongside its own end-to-end network model.
That correlation is what identifies the root cause of the issue, so support teams start from a diagnosis instead of a description.
The platform automatically classifies the ticket, identifies the nature of the fault and provides actionable diagnostic insight to the support team.
It can then assign the ticket to a field technician automatically, along with the location of the fiber cut or the details of the faulty equipment to be replaced.
From ticket creation to technician dispatch.
A support ticket is received and logged with the subscriber, service, issue category and issue type.
FiberMap’s AI engine analyses current network conditions and correlates events across multiple data sources.
The ticket is automatically classified and the nature of the fault identified — outage, fiber fault, CPE or configuration issue.
Correlated events pinpoint the exact source, such as a fiber cut on the main core link serving the subscriber’s area, and actionable diagnostic insight is returned to the support team.
The ticket is allocated to a field technician automatically, with the fiber cut location or the faulty equipment to be replaced included in the assignment.
The technician attends with the fault already diagnosed, and the ticket moves through to resolved and closed.
Correlates events across multiple data sources to pinpoint the exact source of the issue.
Classifies incoming tickets by fault type — outages, fiber faults, CPE and configuration issues.
Runs diagnostics against the ticket and returns actionable diagnostic insight to the support team.
Assigns the ticket to a field technician and notifies them with the ticket and location details.
Includes the location of the fiber cut or the details of the faulty equipment to be replaced.
Tickets arrive classified, with the root cause and diagnostic insight already attached.
Assignments carry the fiber cut location or the equipment to be replaced, rather than a symptom.
Automatic classification and allocation remove the manual triage step between ticket and technician.
Faults are understood before the first site visit, so fewer visits are spent diagnosing.
Talk to our team about connecting FiberMap to your voice, chat and helpdesk systems.