Dashboard

Today's New Tickets
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My Assigned
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SLA Breaches
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Awaiting Verification
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POPIA compliance hold
POPIA Requests
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POPIA Compliance Active

All inbound communications are verified before responses are sent. Unverified contacts are routed to the verification queue.

Tickets by Department

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Recent Activity

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?? Sales

Open Leads
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Proposals Sent
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Won This Month
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Pipeline Value
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Sales Pipeline

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?? Technical Support

Open Tickets
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Critical
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SLA At Risk
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Resolved Today
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Support Queue

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?? Finance

Open Queries
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Overdue Payments
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Pending Credits
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Resolved This Week
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Finance Queue

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?? Customer Self-Service Portal

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Portal Configuration

The self-service portal allows verified customers to view their services, submit support requests, view invoices, and manage their POPIA preferences.

Portal Features
  • ? View active services & usage
  • ? Submit support tickets
  • ? View & download invoices
  • ? POPIA consent management
  • ? Update personal details
  • ? Manage verified contacts
  • ?? Real-time service status (Openserve API)
  • ?? VoIP settings (Xono/2600hz API)
Authentication Methods
  • ?? Email + OTP verification
  • ?? Mobile number + OTP
  • ?? Account number + security PIN
  • ?? WhatsApp verified number

?? Number Porting

Open Requests
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Pending Approval
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In Progress
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Completed This Month
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?? Department Email: porting@flownet.co.za All porting correspondence uses this mailbox

Porting Queue

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?? Customers

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Customer Detail

Customer Information

Contact Details

Authorised Email Addresses

Support Tickets

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?? All Tickets

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Ticket Detail

Correspondence 0
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Ticket Details

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?? Verification Queue

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POPIA Contact Verification Required

These tickets were created from unverified contacts. Per POPIA compliance, no account information may be shared until the contact identity is verified via OTP, email link, or manual agent verification.

Tickets Awaiting Verification

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?? Staff Management

?? Role Permissions

Admin — Full access to all departments, companies, staff management, system settings, POPIA compliance, and API integrations. Can create/edit/deactivate all users.
Manager — Access to assigned departments and companies. Can manage tickets, customers, and view reports. Cannot manage staff or system settings.
Agent — Access to assigned departments only. Can create/update tickets, manage customers, and handle verification queue within their departments.
Viewer — Read-only access to assigned departments. Can view tickets, customers, and dashboards but cannot create or modify records.
Name Username Email Role Departments Companies Status Last Login Actions
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??? POPIA Compliance

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Protection of Personal Information Act (POPIA)

This platform enforces POPIA compliance across all communication channels. Contact verification, consent management, and data subject access requests are handled in accordance with South African data protection law.

Verification Rules
  • ?? Email: Only verified @-addresses may receive account responses
  • ?? WhatsApp: Only verified numbers may receive account information
  • ?? Phone: Callers must verify via security question, PIN, or OTP
Data Subject Rights
  • ?? Right to Access personal information
  • ?? Right to Correction of inaccurate data
  • ??? Right to Deletion (right to be forgotten)
  • ?? Right to Object to processing
  • ?? Right to Data Portability

Active Data Subject Requests

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No Active Requests

POPIA data subject requests will appear here when submitted.

?? API Integrations

OS

Openserve

Fibre and copper infrastructure services — coverage checks, order placement, fault reporting, and order tracking.

Not Configured
2K

Xono Systems / 2600hz (Kazoo)

VoIP and Cloud PBX management — device provisioning, call flows, CDR records, phone number management via portal.xono.co.za.

Not Configured
Integration Roadmap
  • Phase 1 ? Skeleton workflow platform (current)
  • Phase 2 ? Openserve API integration (coverage, orders, faults)
  • Phase 3 ? Xono/2600hz API integration (VoIP provisioning, CDRs)
  • Phase 4 ? WhatsApp Business API integration
  • Phase 5 ? Email integration (IMAP/SMTP for @easttel.co.za & @xono.co.za)

?? Company Settings

?? Email Accounts

?? Department Email Mapping

Each department uses a dedicated @flownet.co.za mailbox. Staff sending emails from a department will use that department's address, with their personal details in the signature footer.

Email Address Display Name Department IMAP SMTP Last Checked Status Actions
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?? Activity Log

System Activity

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