All-in-One ISP Billing and Management Management Software
Splynx ISP Framework
Allow multiple & custom Contact Book types
Currently, a contact can only be assigned one type in the Contact Book. When the same person is both the primary and billing contact, we have to create that person twice: once as the Primary contact and again as the Billing contact. Please add either a combined Primary and Billing type or allow multiple types to be selected for one contact. It would also be helpful if administrators could create additional custom contact types, such as: Technical Accounts Site contact Owner After-hours contact
Notifications for unassigned WhatsApp conversations
Currently, administrators only receive notifications about new WhatsApp conversations once the conversation has been assigned to them. If automatic assignment is disabled, new unassigned WhatsApp messages can remain unnoticed - no email notifications are sent. Please add an option to notify selected administrators or administrator groups whenever a new unassigned WhatsApp message is received. The notification method should be configurable as: Email Support ticket Email and support ticket The WhatsApp conversation should remain unassigned so that any available team member can claim it. Ideally, notifications should stop once the conversation has been assigned or answered.
View unassigned tickets in the CommsApp
Currently, we cannot see unassigned tickets in the Splynx CommsApp, only tickets assigned to the logged-in admin are visible. Unassigned WhatsApp conversations are visible in the app, which is extremely helpful when staff are away from their computers. Please could you add the same functionality for support tickets, allowing administrators to view and claim unassigned tickets directly from the CommsApp.
Finance debtors enhancement
Splynx Finance Dashboard – Debtors Age Analysis Currently, the Splynx Finance Dashboard reflects the full value of unpaid or partially paid invoices, rather than the actual outstanding debtor balances. For example, where a customer has partially paid an invoice, the dashboard continues to reflect the full invoice amount as outstanding, rather than the remaining unpaid balance. Consequently, the dashboard does not provide an accurate representation of the debtors book. Requested Enhancement: A dedicated Debtors section within the Finance Dashboard that: Reflects the actual outstanding balance per customer, taking into account partial payments and credit allocations. Provides a debtors age analysis, categorised into Current, 30, 60, 90 and 120+ days. Displays the total outstanding debtors book, with the ability to drill down into individual customer balances and the underlying invoices. Allows the debtors report to be viewed as at a selected date and exported to Excel. Objective: To provide an accurate, real-time view of the debtors book for financial reporting, credit control and collections management.
Sign-Up Flow - API integration for coverage maps
On the South African market, many FNO’s do not provide KML files to upload into Splynx and rather host their own coverage platform and provide API integration. Without this, this sign-up flow will be useless to most ISP’s in South Africa.
Sign up flow pro-rated
Good Day Customers are being charged the full service amount upon sign-up however there is confusion when they have to pay again the balance due to being pro-rated when they sign up. Can we please as a matter of urgency be able to set it so that it can calculate the a prorated amount rounded of course ,so that the customer on the first bill sent just pays the total service amount. Thanks
splynx CommsApp
Please add a feature to the Splynx CommsApp that displays the customer’s Finance and Information pages alongside their messages, so staff can see the customer’s details while handling the conversation.
Ticket Automation per Ticket Group
Current automation applies to all tickets, regardless of configure ticket groups (e.g. Support, Finance, Sales, etc.). It would be very helpful to apply configurations, as in the below example: Support ticket, unattended for an hour: Send a canned response. Finance ticket, when received: Send banking details. Sales ticket, when closed: Change ticket group to Support.
Feature Enhancement Request - Expanded AI Summary for NOC Operations
Good day Splynx Team, We would like to request an enhancement to the existing AI Summary functionality within Splynx Tickets. Ideally, the AI should analyse the complete ticket, including the ticket body and communication history, and provide a concise NOC-oriented summary. We would like the AI summary to include the following information: 1. Communication / Response Times The AI should analyse the communication history and provide: Number of customer responses Number of NOC/agent responses Average response time between communications Longest response interval Who is currently waiting for a response — customer or NOC This would help the NOC quickly identify tickets where communication may be delayed. 3. Issue Identified The AI should analyse the ticket conversation and clearly identify: What issue the customer originally reported Symptoms described by the customer Any troubleshooting already performed Any confirmed technical findings Any information that is still missing or needs to be obtained from the customer For example: Issue: Customer reports intermittent internet connectivity. Troubleshooting completed: Customer has rebooted the router. Outstanding information: Connection logs/ONT signal levels still need to be checked. 4. NOC Recommendation / Next Action This would be particularly valuable. Based on the information contained in the ticket, the AI should provide a recommended next action for the NOC engineer. For example: ... Recommended NOC Action: Check the customer's ONT optical levels and review the last 24-hour connection history for LOS/LOF events. If optical levels are normal, check for repeated PPPoE/session drops before considering escalation. The recommendation should be based only on the information available in the ticket and should clearly distinguish between confirmed information and recommendations. 5. Suggested Customer Response It would also be useful if the AI could generate a suggested response to the customer based on the current ticket status. For example: ... Proposed AI Summary Format Ideally, the information could be presented in a simple format such as: NOC Quick View Issue: Intermittent internet connectivity Ticket Age: 2h 07m Average Response Time: 18 minutes Current Status: Investigating Waiting On: NOC Troubleshooting Completed: Router rebooted NOC Action Required: Check ONT/optical levels and connection history Escalation Required: Not currently Recommended Next Step: Review connection/LOS history The objective is to make the AI summary more than just a summary of the conversation. We would like it to function as a NOC assistant, allowing an engineer to open a ticket and quickly understand: What is the problem → What has already been done → What is the current status → Who is waiting → What should I do next? We believe this could significantly improve NOC efficiency, reduce the time required to read thro
Custom SSO support
We have our own OIDC / LDAP service and would like to be able to link Splynx to that to assist in SSO login into Splynx. The Azure SSO support shows Splynx is ready for such type of adoption, a custom OIDC / LDAP would be perfect. Thank you!
Multiple Sites Under a Single Customer Profile
Enable the system to create multiple sites with different addresses under a single customer profile, eliminating the need to create a separate profile for each site.
Payment Reminders
Extend the allowable number of payment reminders to more than three per month. Additionally, implement functionality to enable separate SMS notifications for blocked and aged accounts.
Drag & Drop Documents
Can we please get the feature back that you can drag & documents from emails, snip its into the document section and also the comment section
PAYMENT ALLOCATION
ALLOCATIONS Will it be possible to include a tab selection that select" Balance " AND possible " Remain Un-Allocated on Account " Also – the possibility to allocate to more than 1 Invoice – choosing the amount to be allocated.
Whatsapp OTP
We currently verify our customers WhatsApp numbers to ensure when we send billing it it is sending to a number they own to avoid being flagged as spam. Mobile OTP is working great is it possible to include a WhatsApp verification process.
Advanced Marketer/Agent Commission & Payment Management
Hello Splynx Team, I would like to request an improvement to the Agents module to make it easier for ISPs to manage marketers and sales agents who are paid commissions. The system should allow us to: Assign a specific commission percentage to each marketer. Automatically calculate the marketer's commission whenever their assigned customer makes a payment. Show how much each marketer has earned today, yesterday, this week, this month, or within a custom date range. Show each commission as Paid or Unpaid. Provide a Mark as Paid button after the marketer has been paid. Allow multiple commissions to be selected and marked as paid at once. Record the exact date and amount paid to the marketer. Show the marketer's total commission earned, amount already paid, and outstanding balance. Keep a full commission payment history. Show which customers were brought by each marketer. Show the number of new customers/installations generated by each marketer. Provide a marketer performance dashboard showing: Customers acquired Customer payments generated Commission percentage Commission earned Commission paid Outstanding commission Daily, weekly, and monthly performance For example: If a marketer has a 20% commission and a customer assigned to them pays KES 1,500, Splynx should automatically record: Customer Payment: KES 1,500 Commission: 20% Marketer Earnings: KES 300 Status: Unpaid After I pay the marketer KES 300, I should be able to click Mark as Paid, and Splynx should record the payment and remove it from the marketer's outstanding balance. This would be especially useful for ISPs that pay marketers daily, because the admin could open the marketer's account at the end of the day, see exactly how much they earned, pay them, and mark those commissions as paid. It would also be helpful to export these reports to Excel/CSV/PDF for accounting and reconciliation. This feature would greatly reduce manual calculations and make marketer commission manag
Notification of "To Do" tasks
When a “To-Do” task is scheduled in a customer’s profile and assigned to a specific user, a notification should appear on the assigned user’s dashboard on the scheduled date. The notification should be displayed as an icon in the top-right corner of the dashboard, positioned next to the Deployment Guide. This will alert the assigned user that they have a scheduled task requiring their attention.
Removal of customers and billing
When inventory is removed from a customer, the associated services are paused. However, if a previously disabled service remains in the system, an invoice may still be generated for that service during the billing cycle. When a customer is removed, all previously associated services must be either archived or permanently deleted to prevent inactive or disabled services from being included in future billing cycles.
Sign-up flow - select payment method on details page
The sign up Flow is Great but would Highly recommend to add a option where the client can select his payment method on the same page he can fill in his details in the custom fields for example if the client does select EFT the client does not have to provide his banking details or Proof Of Banking document but if the client does select Debit order then the Debit order page does open for Netcash and still be able to customize if the client does need to pay on check out or not. This will be a simple change with a use upside for clients who are scared to add their banking details online .
Select multiple services on the New Signup Flow
The New Signup Flow is a game changer and really streamlines the process for us, however the one thing that seems to be missing is for a customer to be able to select more than once service at the same time - i.e. an Internet serivce, a Voice service and a reccuring service, such as a DNS, hosting or other service offering when signing up! The screen will display all the various options, but only allow for the selection of one or the other! I think that this is a bit of a missed opportunity. I can obviously see that a customer should only be able to select typically one connectivity/internet service at a go, but they may need one or more voice services and certainly could opt for more than one reccuring service - if these are compatible. There may be some extra work to build a compatibility matrix around this but I really dont think this is too difficult.