Subscriber Complaint Lifecycle & SLA Management
Complete operational specification, lifecycle state transitions, SLA countdown rules, chronic customer detection, and WhatsApp closure protocols.
1. Architectural Overview & Business Rationale
ConnectCare provides an enterprise ticketing and customer service platform engineered specifically for ISPs. Subscribers experience frictionless registration through WhatsApp or Web, while frontline support agents and field splicing crews collaborate through a synchronized operational desk.
2. Subfeature Breakdown
Subfeature 1.1: Omnichannel Intake & Deduplication
Subscribers can lodge tickets via Meta WhatsApp Cloud API or web portal without downloading an app or remembering portal passwords.
- Conversational Intake: Customer selects issue type (No Internet, Optical Fiber Cut, Slow Speed, High Latency).
- In-Flight Deduplication: If a customer has an unresolved ticket, the system informs them of current progress instead of creating redundant duplicate tickets.
- Unique ID Scheme: Formatted as
CC-XXXXXXXX (e.g. CC-7B980F9E).
Subfeature 1.2: 4-Stage Operational Lifecycle
| Status | Description | Trigger | Allowed Roles |
|---|
Registered | Ticket logged; SLA countdown active; pending triage/assignment. | Customer intake | System, Support Agent |
Work in Progress | Engineer assigned or claimed; technician on-site or diagnosing. | Claim / Assign | Field Tech, Agent, Admin |
Closed | Fault resolved; optical signal verified; customer notified. | Resolve modal | Field Tech, Agent, Admin |
Reopened | Customer reports issue persisted within 48h window. | WhatsApp REOPEN | Customer / System |
Subfeature 1.3: Dynamic SLA Countdown & MTTR Analytics
Every ticket calculates real-time SLA deadlines against tenant parameters (default 24h):
- Green (>12h remaining): Healthy timeline.
- Amber (4h to 12h remaining): Urgent attention recommended.
- Red (<0h remaining): SLA breach; highlighted in operations table.
- Mean Time to Restore (MTTR): Tracked in
dashboard.html to evaluate technician efficiency.
Subfeature 1.4: Chronic Customer Flap Intelligence
⚠️
Chronic Detection Rule: Triggered whenever a customer account logs $\ge 3$ tickets within 30 days. The desk and mobile app display a prominent alert with past resolution notes so technicians can perform root-cause cable overhaul.
Subfeature 1.5: Automated WhatsApp Closure & 48h Reopening
When marked Closed, the backend dispatches an instant WhatsApp notification:
Your complaint CC-7B980F9E has been closed.
Resolution: Fiber splice repaired at pole 4. Optical power: -19.4 dBm.
If your service is working normally, no action is needed.
If you still need assistance, reply REOPEN within 48 hours.
3. API Reference & Curl Example
To update complaint status or reassign engineers via REST API:
curl -X PATCH https://api.radhicorp.net/api/complaints/manage.php \
-H "Content-Type: application/json" \
-H "Cookie: PHPSESSID=your_session_id" \
-d '{
"ticket": "CC-7B980F9E",
"status": "Work in Progress",
"assigned_engineer": "Raju"
}'