The challenge
Subscriber complaints arrived through phone calls and WhatsApp groups, where they got lost between messages: no ticket number to track, no way to know who was handling what, and no record showing how long fixes took. The result: duplicate reports, angry subscribers calling again, and management with no numbers to hold anyone accountable.
The solution
We built a support ticketing system designed for how ISPs operate:
- Issue intake and classification (outage, slow speed, new subscription, maintenance)
- Automatic assignment to technical teams by area and fault type
- Automatic escalation of tickets that exceed their time threshold
- A complete record per ticket: who opened it, who resolved it, and how long it took
- Recurring performance reports for management: most frequent fault types and per-team performance
The outcome
Every issue now has a number, a path, and a clear owner. Lost reports in chat groups are gone, and technical team performance is measured in numbers management can see live.