INET Portal Navigation Guide

Complete reference for navigating the INET Wi-Fi Portal system across all user roles and interfaces.

💡 Quick Search Tip: Use the search functionality in any admin section to quickly find customers, tickets, or devices by phone number, name, or ID.

System Overview

The INET Portal consists of three main interfaces:

Customer Portal - Wi-Fi hotspot access for end users
Admin Console - Management interface for staff operations
Mobile Apps - Customer and technician mobile applications

Role-Based Navigation

👥 Customer Care Team

📇 Customer Management

Path: Admin → Customers

Search customers by phone, view profiles, manage vouchers, and check session status.

Key Actions: View customer details, issue compensatory vouchers, terminate sessions

🎟️ Ticket Management

Path: Admin → Tickets

Create, assign, and track customer support tickets with full conversation history.

Key Actions: Create tickets, assign to teams, update status, add comments

🆕 Message Intake

Path: Admin → New Messages

Process incoming messages from WhatsApp, email, and other channels.

Key Actions: Convert to tickets, forward to specialists, mark as follow-up

🛠️ Field Technicians

🎫 Assigned Tickets

Path: Admin → Tickets → Filter by "My Assignments"

View and work on field service tickets assigned to you.

Key Actions: Update ticket status, add photos, mark complete

📶 Network Status

Path: Admin → Access Points

Check AP health, signal strength, and connected devices before field visits.

Key Actions: View AP details, check device connections, scan for issues

📱 Mobile App

Path: INET Tech App (Mobile)

Access tickets and update status while in the field using the mobile app.

Key Actions: View assigned tickets, upload photos, update progress

💰 Billing & Finance

📱 Mobile Customers

Path: Admin → Mobile Customers

Manage monthly subscription customers and their billing information.

Key Actions: View billing status, refresh account data, check payments

🧾 Payment Logs

Path: Admin → Logs → Failed Payments

Monitor payment failures and resolve billing issues.

Key Actions: Investigate failed payments, process refunds, update billing

📊 Analytics

Path: Admin → Analytics

View revenue reports, customer metrics, and system performance.

Key Actions: Generate reports, export data, monitor KPIs

⚙️ System Administration

👤 User Management

Path: Admin → Users

Manage admin users, roles, and permissions across the system.

Key Actions: Create users, assign roles, manage permissions

📦 Product Management

Path: Admin → Products

Configure Wi-Fi packages, pricing, and PortaBilling integration.

Key Actions: Add products, set pricing, configure billing

🎬 Campaign Management

Path: Admin → Campaigns

Manage sponsored internet campaigns and corporate partnerships.

Key Actions: Create campaigns, add videos, monitor usage

🧾 System Monitoring

Path: Admin → Logs

Monitor system health, failed requests, and automated job status.

Key Actions: View logs, check job status, troubleshoot issues

Common Workflows

🔄 Customer Support Workflow

Receive Issue: Customer calls or submits ticket via mobile app
Create Ticket: Admin → Tickets → New Ticket (or convert from message)
Investigate: Check customer profile, billing status, and network health
Assign: Route to appropriate team (Customer Care, Billing, or Field)
Resolve: Update ticket with solution and close when complete

🛠️ Field Service Workflow

Receive Assignment: Get notified of new field ticket
Prepare: Check AP status and customer location in Admin → Access Points
Visit: Use mobile app to update ticket status and add photos
Complete: Mark ticket as resolved with detailed notes
Follow-up: Ensure customer satisfaction and close ticket

💰 Billing Resolution Workflow

Identify Issue: Customer reports billing problem
Check Account: Admin → Mobile Customers → Search by phone
Review Payments: Check payment history and failed transactions
Resolve: Process refund, update billing, or issue credit
Document: Update ticket with resolution details

Quick Navigation Shortcuts

📚 Help Index 🎫 Ticketing Guide 🧾 Logs Guide 🎬 Campaigns Guide

Search & Filter Tips

Customer Search: Use phone number (7 digits) or partial name
Ticket Search: Search by ticket number, customer name, or subject
Device Search: Use MAC address or device ID for precise results
Date Filters: Most sections support date range filtering
Status Filters: Filter by ticket status, payment status, or device state

Keyboard Shortcuts

Ctrl + / - Quick search in current section
Esc - Close dialogs and modals
Tab - Navigate between form fields
Enter - Submit forms and confirm actions

Mobile App Navigation

📱 Customer Mobile App (INET-Go)

Dashboard: View account status, data usage, and billing
Support: Submit tickets and track resolution progress
Payments: Make payments and view transaction history
Profile: Update contact information and preferences

🛠️ Technician Mobile App (INET-Tech)

My Tickets: View assigned field service tickets
Update Status: Mark tickets as in-progress or complete
Add Photos: Upload photos of work completed
Notes: Add detailed notes about work performed

Troubleshooting Common Issues

Can't find customer: Try searching by phone number or check different name variations
Ticket not updating: Refresh the page and check your internet connection
Permission denied: Contact system admin to verify your role permissions
Slow loading: Check system status in Admin → Logs for any ongoing issues