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Getting help from ISPMan

When you need help with ISPMan itself, such as billing, payments, onboarding a router, or access to your account, contact the ISPMan team from the Support menu. This is separate from Comms → Support, which is for your own customers’ tickets.

Menu Path Use it to
Support → Tickets /dashboard/support Open and follow tickets with ISPMan.
Support → Call Support /dashboard/support/calls Call the ISPMan support team from your browser.

Open a ticket

Section titled “Open a ticket”
  1. Go to Support → Tickets and click New Ticket.
  2. Enter a Subject: a short summary such as “Payment received but customer not connected”.
  3. Choose a Priority: Low, Medium, High or Critical.
  4. Choose a Category: Billing, Payments, Onboarding, Devices, Account Access or Technical Assistance.
  5. Describe the issue in detail.
  6. Optionally add Attachments: drag and drop screenshots (JPEG or PNG, up to 10 MB each, up to 5 files).
  7. Click Create Ticket. You see “Support ticket created successfully”.

Subject and description are required.

What to include

Section titled “What to include”

The more ISPMan support knows up front, the faster they can help:

  • The customer account number or username involved (not their password).
  • The M-Pesa transaction code for payment issues.
  • The router name for device issues.
  • What you expected to happen, what happened instead, and when.
  • A screenshot of any error message.

Follow a ticket

Section titled “Follow a ticket”

Support → Tickets lists your tickets with Status, Priority, Category, Subject, Created By, Assigned To and Created. Click a ticket to open the conversation. From there you can:

  • Type a reply and send it, and attach an image.
  • Escalate a ticket that needs more urgent attention.
  • Close the ticket when your issue is solved. In Close Ticket you are asked for a short summary of the resolution.
  • Reopen a closed ticket to continue the conversation.

Call ISPMan support

Section titled “Call ISPMan support”

Support → Call Support shows which support agents are online. Click Call Support next to an agent to start a call in your browser (allow microphone access when asked).

If no one is available, the page shows No support agents online. You can still create a support ticket and the team will respond as soon as possible.

Section titled “Related”