Configure support tickets and SMS provider / templates

Tickets — menu path

Company Admin → Tickets / Support.

1. Ticket workflow

1. Open a ticket against a customer; set priority and assignee.
2. Update status (Open → In progress → Resolved) so Customer portal reflects progress.
3. Use ticket SMS events if you want subscribers notified on open/assign/close.

SMS — menu path

Company Admin → SMS → Settings / Templates / Outbound log / Provider.

2. Choose provider mode

1. Nexor platform credits (non-masking Bangla relay), or
2. Own gateway: Green Web, BD Bulk SMS, MiM, Alpha SMS, Singularis, or custom HTTP.
3. Save provider credentials and check balance.

3. Event toggles and templates

1. Enable independently: Welcome, Online payment, Manual recharge, Expiry warning, Due reminder, Ticket events, Wallet top-up.
2. Edit Bangla/English bodies using placeholders: #USERNAME#, #CUST_NAME#, #AMOUNT#, #DUE#, #PACKAGE#, #EXPIRY_DATE#, #EXPIRY_DATE-1#.
3. Send a test SMS to your phone before enabling mass events.

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Verify

• Test SMS appears in Outbound log as Sent.
• Customer portal ticket status matches admin updates.
• Promotional SMS remains Unicode Bangla per BTRC rules.