Enterprise ISP support desk — tickets, SLA escalation, CRM sync, employee workflows, and management reporting. Production deployment for Getlinks with Devix hub licensing.
Devix-CMS is Devix's enterprise customer-support platform for ISPs and service operators. It unifies tickets, CRM subscriber context, SLA automation, and management reporting in one portal. Live instance: getlinks.devix.pk · Product: devix.pk/tracevault/cms.
Platform modules
- Tickets — Complaint intake, assignment, escalation, and resolution with attachments and internal notes.
- Customers — Search by username, mobile, CNIC — package, branch, and ticket history on one profile.
- CRM Sync — Scheduled ZalPro / ZalUltra branch sync with encrypted credential vault.
- Employees — Agent, supervisor, and field roles with branch-scoped permissions.
- SLA — Category timers, breach warnings, and supervisor escalation queues.
- Reports — Management KPIs — volume, resolution time, agent load, branch breakdown.
Devix-CMS shares the same Devix hub license model as TraceVault — instances register with AdminCP, heartbeat telemetry, and instant revoke when commercial terms change.
Challenges
- Support teams juggled spreadsheets, WhatsApp groups, and disconnected CRM lookups
- SLA breaches were discovered only after customer complaints escalated
- Field technicians had no shared view of open jobs and customer context
- Management lacked branch-wise volume, resolution time, and agent load metrics
Solutions
- Built Devix-CMS u2014 a unified support portal with ticket desk, CRM sync, and SLA engine
- Automated Radius subscriber enrichment on every complaint intake
- Branch-scoped roles for agents, supervisors, and field teams with activity audit
- Deployed under Devix hub licensing with Getlinks production instance
Results
- Getlinks CMS live at getlinks.devix.pk with multi-branch support operations
- Single console for complaint intake, CRM context, and SLA tracking
- Marketing page and portfolio integrated on devix.pk alongside TraceVault
- Hub-managed license and telemetry aligned with Devix commercial platform
Features
- Full ticket lifecycle u2014 open, assign, escalate, resolve with audit trail
- Customer 360u00b0 profiles linked to Radius / billing CRM sync
- ZalPro, ZalUltra, and custom CRM branch synchronization
- SLA timers, breach warnings, and supervisor escalation rules
- Role-based agents, supervisors, and field staff with branch scope
- WhatsApp and email notification hooks for SLA events
- Management dashboards and exportable KPI reports
- Devix hub license u2014 same AdminCP commercial model as TraceVault
