Complaints, field collection and self-service

Day-to-day work in Hayat ISP — installation and complaint tickets (no internet, slow, billing, relocation, device) with priority, SLA and breaches, assigning technicians, starting and resolving with activation, the field view for technicians and recovery agents, collecting payments at the door, pay links, routers and ONTs from stock issued on loan or sold and taken back, the subscriber's self-service page with pay online and complaints, and the six reports.

Installations and complaints

Every installation and every fault is a ticket. Open ISP tickets — or + Ticket on a subscriber — and fill:

The ticket gets a number (ITK-…) and an SLA due time:

The ISP tickets board shows open tickets in lanes by status — Open, Assigned, In progress, Resolved — sorted by SLA due. Breached only shows those past their SLA; Mine shows your own; filter by Kind and Area. Hayat checks every hour: a ticket past its SLA is marked breached and the technician and managers get a critical notification, once.

For an Installation ticket, tick Activate the subscriber now (creates the PPPoE secret, starts billing) when resolving — the same as Activate.

Tickets the subscriber raises on their self-service page arrive the same way, marked as from the portal.

The field view

Field jobs & collection is the screen for technicians and recovery agents (isp.field) on their phone:

• My tickets — Start and Resolve (with activation for installations).
• Collect — find the subscriber and take a payment.
• My collections today — every payment you took, with the total to hand in.

Field collection

To take a payment at the door, open Field jobs & collection and use Collect (office staff record a payment on the subscriber's page the same way):

If the subscriber was suspended for non-payment and nothing is overdue any more, they are reconnected at once — on the router too, with the link. The Collections report shows what each agent collected, by method and by desk, field or online.

Pay link on the subscriber makes an online payment link to send by WhatsApp instead.

Devices

Routers, ONTs and other equipment come from your Inventory stock. On the subscriber press + Issue device:

A loaned device leaves stock at cost into Customer premises equipment; a sold device is a normal Sales invoice that issues the stock. Return brings a loaned device back into stock at the same cost; Lost marks it lost. When you disconnect a subscriber, Hayat lists their devices on loan to collect.

The subscriber's self-service page

See The self-service page: the subscriber sees the current bill and pays it online, checks their package, and reports a fault — which becomes a ticket with its SLA. Send the link with the bill reminder, or copy it from the subscriber's page.

Reports

Open ISP reports, choose the Report and From / To (the last 6 months by default), then Run.

Hayat Reports (see Hayat Reports) has two Hayat ISP datasets — subscribers and billing — for your own charts and dashboards.