MSi developed a web accessible ticket tool used by all consumer Call Centres of one of Canada's largest telecommunications companies, for the tracking of customer Escalations and Helpdesk Call Assistance requests. The ticketing solution delivers to all consumer Call Centres access to a single tool where Escalation or Helpdesk Call Assistance tickets can be associated to any customer profile (Wireline, Wireless, Satellite and Internet services) and provide the ability to track the required attributes to identify the particular issue. Tickets can be created by call centre agents through their web browser while on the phone with the customer or tickets can be created by external systems that have identified customer related issues. The ticketing tool integrates with several systems and is none platform dependant.