Raising Tickets
Sometimes issues come up that you can’t resolve yourself — that’s what support tickets are for. Whether it’s a service problem, a billing question, or something just not working as expected, you can raise a ticket and our team will help resolve it.
Creating a support ticket
Section titled “Creating a support ticket”To raise a new ticket, go to Support → New Ticket in the Portal sidebar. You’ll see a form with these fields:
1. What’s the issue?
Section titled “1. What’s the issue?”Select a category that best describes your problem:
- Service issue — no signal, call quality problems, data not working
- Billing query — questions about invoices, charges, or payments
- Account request — changes to your organisation, user access, or settings
- Device or SIM — lost SIM, handset issues, hardware faults
- Other — anything that doesn’t fit the above
2. Describe the problem
Section titled “2. Describe the problem”Tell us what’s happening in as much detail as you can:
- Which services are affected (specific phone numbers, SIMs, or sites)?
- When did the issue start?
- What have you already tried?
- Are other users experiencing the same problem?
3. Attach files (optional)
Section titled “3. Attach files (optional)”If it helps explain the issue, you can attach:
- Screenshots of error messages
- Photos of physical damage
- Documents or spreadsheets relevant to the query
Ticket lifecycle
Section titled “Ticket lifecycle”Once you submit a ticket, it moves through these stages:
| Stage | What happens |
|---|---|
| Submitted | Your ticket is received and logged. You’ll get a confirmation email. |
| Triaged | Our team reviews the ticket and assigns it to the right specialist. |
| In Progress | Someone is actively working on your issue. |
| Waiting on You | We need more information from you. Check your email for specifics. |
| Resolved | The issue has been fixed or your question answered. |
| Closed | The ticket is archived. |
You can track progress in Support → My Tickets. Each ticket shows its current status, and you’ll receive email updates when the status changes.
Responding to tickets
Section titled “Responding to tickets”If we need more information, we’ll post a message on your ticket. To respond:
- Go to Support → My Tickets
- Click on the ticket
- Add your reply in the message field
- Click Send Reply
You’ll get email notifications for new updates on your tickets.
AI diagnostics — faster resolution
Section titled “AI diagnostics — faster resolution”When you submit a ticket, Omnixi’s AI automatically analyses the issue and often resolves it before a human even sees it. Here’s how:
Automatic troubleshooting
Section titled “Automatic troubleshooting”The AI runs through common solutions based on your description:
- Network issues — checks for known outages in your area, reviews your service status
- Billing questions — pulls relevant invoice details and explains the charges
- SIM problems — verifies SIM status, checks for suspension or activation issues
- Usage alerts — explains unusual usage patterns and flags any concerns
What you’ll see
Section titled “What you’ll see”After submitting a ticket, you may see a message like:
“We’ve identified a potential solution. Your line was suspended for non-payment. To restore service, please [view your outstanding balance] and make a payment.”
Or:
“Your data isn’t working because you’ve reached your monthly limit. Would you like to [upgrade your tariff] or [add a bolt-on]?”
This means the AI has found and applied a fix — no wait time, no need to interact with support.
When a human is needed
Section titled “When a human is needed”If the AI can’t resolve your issue, it triages the ticket with context that helps our support team:
- Suggested category and priority
- Relevant account history
- Steps already attempted
- Any correlated issues from other users in your organisation
This means when a human picks up your ticket, they already have the background they need.
Using the AI assistant for self-service
Section titled “Using the AI assistant for self-service”Before raising a ticket, try the AI Assistant — it can often resolve issues instantly without creating a ticket at all.
What the AI assistant can do
Section titled “What the AI assistant can do”- Diagnose problems — describe an issue and the AI will walk you through troubleshooting steps
- Answer questions — ask about bills, usage, services, or account settings
- Perform actions — in some cases, the AI can fix issues directly (e.g., unsuspend a line, apply a tariff change)
How to use it
Section titled “How to use it”- Click AI Assistant in the sidebar (or press Cmd+K and type “help”)
- Describe your issue naturally, e.g., “My phone has no signal”
- The AI will respond with suggested steps or actions
Example interactions
Section titled “Example interactions”| You ask… | The AI might respond… |
|---|---|
| ”Why is my bill higher this month?” | Shows a breakdown of charges, highlights any unusual usage, and suggests ways to reduce costs. |
| ”My data isn’t working” | Checks your data limit, suggests a bolt-on, or walks you through APN settings. |
| ”How do I add a new user?” | Guides you through the user invitation flow. |
| ”Can I change my tariff?” | Shows available tariffs and explains the process. |
Getting more help
Section titled “Getting more help”If the AI can’t resolve your issue and a human is needed, you can always raise a ticket. Here’s a quick reference:
| Need help with… | Best first step |
|---|---|
| Service outage or no signal | Check the AI assistant first — it often detects and explains outages |
| Billing questions | Try the AI — it can explain specific charges |
| Adding or changing services | Use the order wizard or ask the AI for options |
| Account or user issues | Ask the AI for step-by-step guidance |
| Complex technical issues | Raise a ticket — AI diagnostics will still run automatically |