Ticket operations
Structured intake, assignment, escalation, and resolution with full activity history.
- Category & priority rules
- Agent workload view
- Customer-visible status updates
Devix-CMS · Customer Support & Ticket Operations
The support desk built for ISPs — tickets, SLA, CRM, and teams in one portal.
Devix-CMS brings complaints, subscriber context, SLA discipline, and management reporting into a single professional console — designed for multi-branch operators who cannot afford scattered tools.
- Ticket lifecycle & SLA
- CRM / Radius sync
- Agent & field roles
- Customer 360° view
- WhatsApp & email alerts
TicketsEnd-to-end complaint desk
SLATimers & escalation
CRMSubscriber context
devix.pk/cms
Support DeskComplaint queue & SLA
Devix-CMS · sample data
6+
Core modules
Tickets through reports
SLA
Escalation engine
Per-category timers
CRM
Subscriber sync
Radius & billing
12
Smart assistant
Routing & summaries
Multi
Branch scope
Agents & field teams
At a glance
One platform for every support operation
Tickets, CRM context, SLA automation, and management reporting — purpose-built for ISP and service-operator help desks.
CRM & customers
Subscriber profiles synced from billing — accurate context on every interaction.
- Multi-branch CRM sync
- Package & account status
- Ticket history per subscriber
SLA & alerts
Response and resolution clocks with WhatsApp and email escalation.
- SLA policy per category
- Breach warnings
- Supervisor escalation queue
Reports & analytics
Management KPIs, branch comparisons, and export-ready leadership packs.
- Agent & branch reports
- Resolution time tracking
- CSV export for reviews
Why Devix-CMS
Built for ISP support desks, not generic helpdesk SaaS
Devix-CMS brings complaints, subscriber context, SLA discipline, and management reporting into a single professional console — designed for multi-branch operators who cannot afford scattered tools.
Complaints scattered everywhere
Unify phone, WhatsApp, walk-in, and portal intake in one searchable desk.
SLA breaches discovered too late
Proactive timers, warnings, and escalation before customers call back angry.
No subscriber context on tickets
CRM sync puts package, branch, and account status on every complaint automatically.
Field teams disconnected from desk
Assign, dispatch, and close jobs with shared visibility and full audit trail.
Leadership lacks operational data
Live dashboards and exportable reports — volume, resolution time, and agent load.
How it works
From first complaint to closed & reported
Intake → CRM enrichment → SLA → teams → management reports.
1
Intake
Portal, phone, WhatsApp, walk-in
2
CRM enrich
Subscriber & package from billing sync
3
SLA engine
Timers, escalation, notifications
4
Teams
Agents, supervisors, field staff
5
Reports
Dashboards & management export
Platform
Every module for customer support operations
Six integrated modules cover the full complaint lifecycle — from intake and CRM enrichment to SLA, teams, and reports.
Tickets
Complaint & support desk
Log, assign, escalate, and close customer complaints with full audit history — from first contact to resolution.
- ✓Structured open → resolved workflow
- ✓Priority & category rules
- ✓Attachments and internal notes
devix.pk/cms — tickets
TicketsOpen 42SLA risk 3Branch: AllToday
TicketSubjectPriorityStatusSLAAssignee
✦ AI Featured Guide
AI Featured Guide — your support copilot
Devix-CMS includes an AI assistant trained for ISP support workflows — smart routing, SLA alerts, reply templates, and daily ops summaries so agents and supervisors work faster with fewer mistakes.
- 1Open a ticket — AI suggests category, priority, and best assignee
- 2Draft replies — pick branch-aware templates for common scenarios
- 3Watch SLA — breach-risk tickets surface before timers expire
- 4End of shift — management digest summarises volume and performance
✦ Devix-CMS AI● Ready
Customer says no internet since morning — username demo101@isp, Gulberg branch.
Suggested routing
Category: Connectivity · Priority: High · Assign: Field Team B
Category: Connectivity · Priority: High · Assign: Field Team B
Apply template: outage ackEscalate to supervisorView subscriber CRM
SLA & Reports
SLA discipline & management visibility
Audit-grade SLA logs, role-based access, and exportable leadership reports.
SLA audit trail
Complete log of timer start, pause, escalation, and resolution — ready for review.
Management reports
Exportable KPI packs for weekly ops meetings and leadership reviews.
Role-based access
Branch-scoped permissions — agents see only what their role requires.
AI assistant
Built-in guide for agents — routing suggestions, template picks, and shift summaries.
Implementation
Five steps from CRM connect to live support desk
01
Connect CRM
Link billing and Radius branches. Import subscribers for instant ticket context.
02
Configure SLA
Define response and resolution targets per category with escalation paths.
03
Onboard teams
Create agent, supervisor, and field roles with branch-scoped access.
04
Go live
Accept complaints from phone, WhatsApp, walk-in, or portal — track to closure.
05
Measure & improve
Review dashboards, agent KPIs, and export reports for leadership.
Trusted Operators
Trusted by growing operators
MTCL, Orbit Networks, Getlinks, Duos Links, Nova Telecom, All IT Solutions, and growing operators run Devix-CMS for professional customer support.
Devix Devix-CMS
MTCL
EnterpriseNational support desk · multi-branch SLA · LogServer operations
Pakistan · National ISP
Devix Devix-CMS
Orbit Networks
EnterpriseBranch-wise support operations · CRM-linked complaints
Pakistan · Regional ISP
Devix Devix-CMS
Getlinks
EnterpriseMulti-branch ticket desk · live Devix-CMS deployment
Pakistan · ISP support
Devix Devix-CMS
Duos Links
ProfessionalCustomer care · field dispatch · desk workflows
Pakistan · WISP
Devix Devix-CMS
Nova Telecom
ProfessionalCRM-linked complaints · agent SLA tracking
Pakistan · Regional WISP
Devix Devix-CMS
All IT Solutions
ProfessionalCustomer care portal · multi-team agent workflows
Pakistan · IT services
Pricing
Plans that scale with your support desk
Per-user pricing for support teams of every size. All prices in Pakistani Rupees (Rs).
Starter
Single-branch or small desk — core tickets, CRM sync, and SLA essentials.
Rs 5,999 / month
Rs 71,988 / year
- Up to 10 desk agents
- Email support · onboarding included
Professional
Multi-branch operator — full SLA automation, reports, and WhatsApp alerts.
Rs 7,999 / month
Rs 95,988 / year
- Up to 35 desk agents
- Priority support · SLA configuration assist
Enterprise
National support operation — unlimited branches, custom workflows, dedicated onboarding.
Rs 25,000 / month
Rs 270,000 / year
- Up to 100 desk agents
- Dedicated engineer · custom integrations
Get Started
See Devix-CMS in action
Book a walkthrough of the ticket desk, CRM sync, SLA rules, AI assistant, and management reports — cloud or on-premise deployment available.
- → 30-minute ticket desk & SLA walkthrough
- → CRM / Radius branch sync review
- → Agent roles, reports, and licensing quote
Submit the form and our team will respond within one business day.
Talk to Devix about CMS
Multi-branch deployment, CRM integrations, SLA customization, and dedicated onboarding.
Sales · sales@devix.pk
Support · support@devix.pk
Operators
Support teams that run on Devix-CMS
“We replaced WhatsApp groups and spreadsheets with one desk. SLA breaches fell within the first month — management finally has visibility.”
“Every ticket now opens with the subscriber's package and branch. Agents spend less time asking questions and more time resolving issues.”
Ready to professionalise your support desk?
Request a demo or discuss deployment for your branches, CRM, and team structure.