Customer support

ISPMan gives you a small help desk for your customers: support tickets, real-time chat with customers using the mobile app, and voice calls from the app. (For help from ISPMan with your own account, see Getting help from ISPMan.)

Support tickets

Go to Comms → Support (/dashboard/comms/customer-support). The page Customer Support Tickets lists tickets from your customers and tickets your team created.

Switch between two views:

Table: columns Status, Priority, Subject, Customer, Assigned To (or Unassigned), Category and Created, with filters.
Board: one column per status: Open, Pending, Resolved and Closed, each with a count. Drag a card to another column to move the ticket; you see “Ticket moved to …”. Use Search tickets… to find one.

Create a ticket

Create tickets yourself to log a phone call, a walk-in complaint, or a network-wide issue.

Click New Ticket.
Enter a Subject (required) and an optional Description.
Choose a Priority: Low, Medium, High or Critical.
Optionally enter a Category, such as billing or technical.
Under Customer (optional), choose PPPoE or Hotspot and search for the customer, or choose None (System) for system-wide issues such as outages or maintenance.
Click Create Ticket. You see “Support ticket created”.

Work on a ticket

Click a ticket to open it. You can:

Reply in the Conversation. The customer sees your replies.
Add Internal Notes that only your team can see.
Assign to a team member, or Unassign.
Close the ticket when it is solved, or Reopen a closed one. A closed ticket shows “This ticket is closed.” until it is reopened.

App Customers

Comms → App Customers (/dashboard/comms/app-customers) shows Customers online in the app: hotspot and PPPoE customers who have the mobile app open right now, with the count online. They can chat with you in real time. Click Chat next to a customer to go to their support conversation.

When no one is online it says “No customers are online in the app right now.”

Voice Support

Comms → Voice Support (/dashboard/comms/voice) lets you take voice calls from customers using the app, in real time, through your browser.

Allow your browser to use the microphone when asked.
Click the status button to switch between Available and Unavailable. Only available team members receive calls.
Callers appear under Waiting with the number in the queue. Click Accept to answer.
Click Hang up to end the call.

When nobody is waiting the page says “No one is waiting. You’re all caught up.”