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Version Volans (Billetterie 2.5)

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Release Notes

Release date: 29 March 2019

Changes from previous Version

  • Fully-fledged platform for service digitisation (available as PaaS and on-premise)
  • Technology update
  • MVC 5 (Design pattern)
  • Entity framework
  • Preparing the product for SaaS and On-Premise deployment
  • Responsive layout (Bootstrap)
  • Admin Panel completion
  • New UI
  • Live Chat V1
  • Law Practice Solution (Version 1)

Organisational Setup

Corporate BrandingUser configurable branding that enables the organisation to customise the identity of the product to match the identity of their organisation using MVC5.
DepartmentsUser configurable organisational structure for the organisation using MVC5
ServicesA list and association of services the organisation offers internally and to their clients using MVC5
Service CategoriesGrouping of similar Services that department offer using MVC5.
Business CalendarThe availability and operational hours of the organisation using MVC5.
HolidaysSetting up public and organisational holidays using MVC5.
OfficesAllocate branches of an organisation using MVC5.

User Management

Forms AuthenticationAuthenticating users from the Billetterie DB using MVC5
Windows AuthenticationAllows agents to sign in to Billetterie using their Windows credentials using MVC5
AgentsAgent management
ClientsClient management
Profiles, Roles & PermissionsDefining which features users can access and privileges they have on them
Absence ManagementDetermining which Agent is available to be assigned tickets.


Log inPage used for authenticating the Agent
Admin PanelPage used to manage & customise Billetterie functionality. The navigation icon to this service is only displayed when the Agent’s profile has administrator access.
Ticket CreationPage used for ticket creation
Ticket ViewPage used for viewing the details of the ticket
Ticket Search/BrowsePage used for searching/ browsing for a ticket
Ticket ResolutionPage used for ticket resolution
ReportsPage used to generate and export reports
DashboardPage used to display the User Feed and upcoming events related to the Agent and their assigned tickets.
Profile ManagementPage used to view and manage the Agent’s profile

Service Request Processing

SLASet up SLA time for ticket resolution, reminders, escalations, closing
EscalationsDefining who to escalate to if the SLA is not being met
Turnaround TimeReusable object that calculates TTO, TTR, and escalation dates for the system.
Problem TypesIdentifying the type of problem, the ticket is categories as.
Response TemplatesCreating standard responses for tickets.
WorkflowsConfigurable business process flow of the ticket lifecycle.
Ticket PrioritiesConfiguring the SLA state when a ticket is in a specific priority level.

Communication & Notifications

EmailConfigurable SMTP settings to enable email communication for the system.
Mime TypesDefining the file types that the system should allow to be attached in correspondences depending on the communication channel.
MessagingUsing the portal to create, view and respond to messages generated by the system, client/ agent.
Email NotificationsEnable/Disable mail notifications on ticket events per Organisation/ Department/ Individual.
Email DispatcherSending mail immediately after an action/event has been completed or queuing the mail to be sent in batches


API Management PlatformSnapLogic with Cloudplex and Groundplex solutions for integrating to cloud applications and on-premise applications respectively. Also connects to other API management platforms e.g. Apigee, Microsoft Azure, 3Scale, CA Technologies’ Layer 7, Amazon Web Services (AWS), Kong, Axway, and more
SaaS hostingAWS platform
ConnectorsMore than 500 intelligent pre-built connectors (snaps) for authentication (e.g. active directory), analytics, big data, ERP, DBMS, IoT, SaaS, Social Media
APIsAPI creation, API management, Full lifecycle API management 
XML integrationThird-party integration based on asynchronous protocols for bulk file transfers