Automated ticket generation
Structured request categories from TV screens, mobile apps, tablets and staff terminals — no free-text guesswork.
Hospitality Support System — 1.Support Ticketing, SLA & Workflow Automation
1.Support turns every guest request and maintenance fault into a tracked ticket. Requests arrive from in-room TVs, the guest app, tablets or the front desk, route automatically to the right department, and escalate when an SLA is at risk — with reporting that shows exactly how your operation performs.
Hospitality Support System features
Departmental routing
Rules by request type, room, guest profile, time of day, staff shift or building wing send work to the right team first time.
SLA management
Custom service levels per category, priority or department, with live green, amber and red status on every ticket.
Multi-level escalation
Staff to supervisor to manager to admin escalation, with optional alerts to security, engineering or the general manager.
Reporting & KPIs
Daily, weekly and monthly reporting by department, room or staff member to track performance and recurring faults.
Integrated with 1.TV & 1.Hotel
Guest issues raised on the in-room TV or in the guest app become tickets automatically on one shared backend.
Why hotels choose it
- Faster resolution and fewer lost requests
- Accountability through SLA tracking and escalation
- Evidence for recurring faults and maintenance planning
- Role-based web app for staff, supervisors and management
Pricing
1.Support is licensed per property on an annual subscription, scaled by room count and the integrations you need. Tell us your room count and we will send a fixed written quotation — there are no per-ticket charges.
Essential
Single property, core ticketing
- Ticket intake from staff terminals and web
- Departmental routing rules
- Single-level SLA tracking
- Standard reports
- Business-hours support
Professional
Full guest-facing operations
- Everything in Essential
- 1.TV and 1.Hotel guest request intake
- Multi-level escalation policies
- PMS integration
- KPI dashboards and scheduled reports
- 24/7 support
Group / Enterprise
Hotel groups and multi-site estates
- Everything in Professional
- Multi-property console and consolidated reporting
- Custom integrations and API access
- Single sign-on and advanced roles
- Named account manager and SLA-backed contract
Hospitality Support System FAQs
- What is a hospitality support system?
- It is centralised ticketing and workflow software for hotel operations. Guest requests and faults raised from in-room TVs, the guest app, tablets or staff terminals become structured tickets that route to the right department, track against an SLA and escalate automatically if unresolved.
- How do tickets get created?
- Automatically from 1.TV in-room screens and the 1.Hotel guest app, or manually by staff in the web dashboard. Predefined categories such as air conditioning faults, extra towels or Wi-Fi issues keep intake structured and reportable.
- How does SLA and escalation management work?
- You define service levels per request category, priority or department. Every ticket carries a live status indicator, and unresolved tickets escalate from staff to supervisor to manager to admin, with optional notification of security, engineering or the general manager.
- Does it integrate with our IPTV, guest app and PMS?
- Yes. 1.Support shares a backend with 1.TV and 1.Hotel, so guest-reported issues from the TV or app land in the same queue, and PMS connectivity adds room and guest context to each ticket.
- What reporting do managers get?
- Daily, weekly and monthly reports segmented by department, room, staff member and category, plus KPI dashboards for response time, resolution time, SLA compliance and reopened tickets.
- Is it only for hotels?
- No. The same platform is deployed in resorts, hospitals, serviced apartments, MDUs, universities and corporate offices — anywhere structured service requests need routing and SLA tracking.
Request a Hospitality Support System quote
Send your property details, room count and timeline and we will come back with a scoped proposal and pricing.