Onyx Smart Support Ticketing & Field Service OS for Security & Surveillance Companies
Purpose-Built for CCTV, Alarm, Access Control & Security Integrators — Complete with iOS & Android Field Technician Mobile App
Security and surveillance companies managing hundreds of bank branches, commercial towers, factories, and residential compounds cannot afford missed maintenance tickets or delayed emergency responses when a CCTV camera, NVR, fire panel, or access control gate goes offline. Onyx Smart Security Ticketing OS is purpose-engineered for physical security integrators and surveillance providers. It unites a central command helpdesk with a dedicated iOS and Android mobile app for field technicians—enforcing GPS check-ins, barcode serial tracking, photo proof of repair, SLA countdown timers, and digital client sign-offs.
Why Security & Surveillance Companies Rely on Onyx Ticketing OS
Eliminate lost WhatsApp maintenance requests, unverified technician visits, and expired warranty disputes.
Dedicated Field Technician Mobile App (iOS & Android): Push job alerts, GPS route navigation, on-site geofence check-in, and offline mode
Mandatory Visual Proof & Digital Sign-Off: Technicians attach before/after repair photos, scan replaced device serial numbers, and capture client signature on glass
SLA Countdown & Escalation Engine: Critical priority tickets (e.g., Bank NVR Down) trigger automatic alerts if not acknowledged within 15 minutes
Installed Equipment & Serial Number Registry: Track every camera, NVR, hard drive, sensor, and battery installed at each client branch with warranty expiry dates
Preventive Maintenance Contract Scheduler: Automatically generates monthly/quarterly inspection tickets so contractual visits are never missed
Client Self-Service Portal: Corporate clients can open fault tickets by scanning a QR code sticker placed directly on the security rack or DVR cabinet
Integrated Command Center & Mobile Field Suite
Total operational control from ticket creation to spare-part invoicing.
Field Technician Mobile App (iOS & Android)
Empowers field engineers with full site history, wiring diagrams, spare parts checklists, GPS check-in, and instant digital job reports.
Central Dispatch & Live Technician Map
Dispatchers see all open tickets alongside real-time technician locations on the map to assign the nearest available security engineer.
AMC Contracts & Warranty Asset Tracker
Know instantly whether a client site is covered under an active Annual Maintenance Contract (AMC), manufacturer warranty, or billable per-visit.
Verified Case Studies & Live Implementations
Security Company Ticketing System — Workflow & Support Platform
Onyx developed a custom ticketing workflow for a security-sector business, providing a structured environment for handling support requests and internal operational tasks. The solution demonstrates Onyx's experience building practical software around specific organizational workflows.
Support Ticketing System — Custom Customer Support Platform
Onyx developed a custom ticketing platform designed to organize customer support requests, internal workflows and notifications in one place. The solution provides a structured way for teams to receive, assign, track and resolve support issues while keeping communication and operational data organized.
Frequently Asked Questions about Onyx Smart Security Ticketing OS
How does the mobile app prevent technicians from closing tickets without visiting the site?
Onyx Smart Security Ticketing OS enforces GPS Geofencing. A technician can only start and complete a site visit when their smartphone GPS coordinates match the client branch location, accompanied by live camera photos and the client representative’s digital signature.
Can our corporate clients open tickets and track their security maintenance status?
Yes. Each corporate client gets a dedicated portal (or can scan QR tags on their security equipment) to submit tickets, view the assigned technician’s ETA, download signed maintenance reports, and review all installed cameras and warranty statuses.
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