Support Tickets

The Support tab is how you talk to your ISP without leaving the portal. You can open a new ticket with a subject, category, priority, and description; the operator’s support staff sees it in their admin panel and replies. You see their replies as a thread; both sides can keep messaging until the ticket is resolved.

How to get here

After login, from the portal:

• Sidebar → Support
• Direct URL: /customer/tickets
• Mobile app: More → Support

The tab is visible to every customer. You can only see your own tickets — there’s no global ticket queue from the customer side.

Layout

The Support page has two views:

View	What it shows
Ticket list	All your tickets, newest first. Each row: number, subject, status, priority, last reply, replies count.
Ticket detail	One ticket — full description and message thread, reply box at the bottom.

Tap any row in the list to open the detail. The New Ticket button is at the top-right of the list view.

Creating a ticket

1. Support → tap New Ticket.
2. Fill in:
   • Subject — short summary (required). Example: "Slow speeds in the evening".
   • Category — pick from the dropdown. Common values: general, billing, connectivity, slow_speed, wifi, other. Defaults to general.
   • Priority — low, normal, high. Defaults to normal. Use high only for outages.
   • Description — full detail (required). Be specific: which devices, what time, what you’ve already tried.
3. Tap Create. The ticket gets a number like TKT-2026-1234 and lands at the top of your list.

A new ticket starts at status open. The operator gets notified (via the configured Communication Rules — usually WhatsApp or email) and responds in their admin panel.

Statuses

Status	What it means
open	New or waiting for the operator.
in_progress	The operator is actively working on it.
pending	Waiting on you for a reply / more information.
resolved	Operator has marked it solved. You can still reply, which will reopen it.
closed	Closed by the operator (typically after no reply for a while). Replying reopens it.

You see the status in the ticket list. Tap a row to see the full thread.

The thread

Inside a ticket, you see:

• Original description at the top.
• Replies below, oldest first, each labeled with who wrote it (You or the operator’s display name) and a timestamp.
• A reply box at the bottom for your next message.

The operator side has a feature called internal notes — staff can leave notes on a ticket that other staff see but you don’t. Those notes are filtered out of the customer view (the API explicitly returns WHERE is_internal = false). You only see what the operator chose to send to you.

Replying

1. Tap a ticket in your list.
2. Scroll to the bottom of the thread.
3. Type your reply in the box. Markdown formatting is not applied — plain text only.
4. Tap Send. Your reply appears in the thread immediately.
5. If the ticket was closed or resolved, replying reopens it to open so the operator picks it back up.

What information helps operators help you

A vague ticket gets a slow response. A specific ticket gets a fast one. For each category:

Category	Include in description
Slow speed	What speed are you supposed to get? What speed are you measuring? Which device, wired or WiFi, time of day. Tried a reboot?
Connectivity / no internet	When did it start? Are all devices affected? Router LEDs status. Tried a power cycle?
WiFi	Same as above plus: any recent SSID / password changes? Range issues vs total drop?
Billing	Invoice number, transaction date, exact amount you’re disputing.
General	What you’re trying to do, what’s actually happening, what you’ve already tried.

The operator can already see your live Mbps, your usage, your session history, your IP, your router model. They don’t need you to gather that — they need you to describe what you’re experiencing.

Common workflows

Reporting slow internet

1. Run a speed test on speedtest.net. Note the result.
2. Support → New Ticket. Subject: "Slow speed — getting 2 Mbps on a 10 Mbps plan". Category: slow_speed. Priority: normal.
3. Description: "Speed test result: 2 Mbps down, 1 Mbps up. Tested at 21:00 from laptop on WiFi. Router LEDs all green. Rebooted twice, no change. Same on phone over WiFi. Wired test pending."
4. Tap Create. The operator gets notified.
5. The operator can run a torch / ping on their side, see your real-time bandwidth, and respond with a fix or a question.

Following up on a quiet ticket

1. Support → open the ticket.
2. Add a polite reply: "Hi, any update on this? Still seeing the issue."
3. The reply pushes the ticket back to the top of the operator’s queue.

Reopening a resolved ticket

1. Support → tap the resolved ticket.
2. Scroll to the bottom.
3. Type a reply explaining why the issue isn’t actually fixed.
4. Tap Send. The ticket status flips from resolved back to open, and the operator sees it again.

What you cannot do from the portal

• Reassign a ticket to a different operator. The operator handles internal routing on their side.
• Set status manually. Only the operator changes status (except for the auto-reopen on reply).
• Delete a ticket. Tickets are kept for audit; ask the operator if you want one removed.
• See other customers’ tickets. Every query is scoped to your subscriber_id.

Notifications

When the operator replies, you get notified via:

• In-portal banner — appears on next page load.
• Email — if your email is set on your account AND the operator has SMTP configured.
• WhatsApp — if the operator has configured WhatsApp notifications and you’ve opted in.
• SMS — if the operator has configured SMS.

If you’re not getting reply notifications, check that your contact info is up to date — ask the operator to update it for you (you can’t edit your own contact info from the portal).

Edge cases

Case	Behavior
Empty subject or description	Rejected with "Subject and description are required".
Very long description	Stored as TEXT in the database — practically unlimited. Don’t worry about length.
Attachments	The portal doesn’t currently support attaching files. Paste screenshots inline if your operator’s reply UI supports markdown, or email them separately and reference the ticket number.
Multiple tickets for the same issue	The operator can merge or close duplicates on their end. Try to keep one ticket per issue.
Ticket from a deleted subscriber	Inaccessible — the portal can’t load the account. Operator-side, the ticket is still in the database.

Permissions

The Support tab has no permission gates. Visibility:

Condition	Effect
Customer JWT valid	Tab visible.
customer_username ownership	Only your tickets appear; you can only reply to your own.
Internal notes from operator staff	Filtered out of customer view — you never see them.

Related pages

• Customer Portal Overview — the rest of the portal.
• Dashboard & Live Traffic — confirm your live state before opening a ticket.
• WiFi Management — try the reboot button before opening a connectivity ticket.
• Invoices & Receipts — reference an invoice number for billing tickets.
• Admin → Tickets — operator-side ticket queue.