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Suite3 modules

Operations & Field

Resolve every complaint on time

Tickets carry the subscriber, plan and partner, are routed to the right team and are timed against SLA policies, through to a work order for the visit.

Request a demoSee the modules
Complaint queueIllustrative
  • No internet since morningCMP-10482 · App · Field · North1h 12m left
  • Slow speed in the eveningCMP-10479 · Call · NOC22m left
  • Router relocationCMP-10475 · Portal · Field · EastScheduled 4 pm
  • Invoice queryCMP-10471 · Email · BillingResolved

About Operations & Field

Operations & Field is helpdesk and field service software for support managers, service-desk teams and the people who visit customers. Its strongest module is i2i Ticketing. The other two, i2i Field and i2i People, are smaller in scope today, and this page describes what each one does today.

i2i Ticketing routes complaints and requests to the right team, counts first-response and resolution time against a business calendar and escalates late tickets. Each ticket carries the subscriber, plan and partner. Work orders for installation, repair, swap and survey move from scheduled through en route and on site to completed, and every step stays on the ticket's history.

i2i Field is not one mobile application yet. It is a set of working pieces: a staff mobile app for registration, renewal and tickets, a partner mobile app, cash collection and authorisation in the web portal and work orders in ticketing. i2i People is a separate product; this site describes only the staff features in i2i Identity & Access: staff lifecycle, job profiles, shifts, attendance and joiner, mover and leaver reports.

What you get done

Helpdesk ticketing with SLA tracking and work orders, plus the staff tools that exist today.

  • Assignment rules and escalation ladders for late tickets
  • SLA timers that follow your business calendar
  • Work orders for installations, repairs and surveys

Modules

Everything in Operations & Field

Every module connects to the AAA and CRM core and shows up in i2i 360. Start with what you need and add the rest as you grow.

i2i Ticketing

Route every complaint to the right team and track it against its SLA

  • SLA timers that pause and resume with the ticket
  • Assignment rules that route by category
  • Escalation ladders that hand late tickets upward
Explore i2i Ticketing

i2i People

HR and staff onboarding for operators, with access set up alongside

  • Staff onboarded with roles set by job profile, not one by one
  • Leavers removed with their sessions ended at once
  • Shifts and attendance recorded for on-duty staff
Explore i2i People

i2i Field

One toolkit for staff and partners: registration, renewals, collections and work orders

  • One toolkit for staff and partners in the field
  • Staff menus built from each person's permissions
  • Staged payments authorised by a supervisor
Explore i2i Field

Better together

How the Operations & Field modules work together

  1. Start with a ticket that has context

    A subscriber raises a request in a portal, or an agent logs a call or message. The ticket carries the subscriber, their plan and their partner, and category questions collect the right details up front.

  2. Route, time and escalate

    Assignment rules send the ticket to a team, queue or person with a target turnaround time. SLA timers run against the business calendar and pause while the customer replies. Escalation ladders hand a late ticket to the next level.

  3. Dispatch the visit

    For a fault that needs a site visit, an agent raises a work order of type repair, install, swap or survey from the ticket. It is dispatched and tracked through en route, on site and completed, with the outcome recorded on the ticket. Work orders are handled in the ticketing console and through its API.

  4. Equip the staff who go out

    The staff mobile app lets an employee search customers, register a subscriber with eKYC, renew a plan and list, comment on and reassign tickets. Access is set through i2i Identity & Access, whose job profiles give a new starter the right roles.

FAQ

Operations & Field: frequently asked questions

Is i2i Field one mobile app for technicians?

Not today. The working pieces are separate: a staff app for customer registration, renewals and tickets, a partner app, web screens for cash collection and authorisation and work orders in ticketing. Technicians can view, comment on and change the status of tickets in the staff app, but work-order completion is not on a phone yet.

How do complaints reach i2i Ticketing?

Subscribers raise them in the support portal or through the API, and agents log calls and messages against the subscriber. Each ticket has a source label that records how it arrived. Email, phone and SMS are not read automatically, and monitoring alerts do not create tickets on their own.

What can i2i Ticketing do beyond routing tickets?

It has configurable workflows, categories and custom fields, canned responses, automation rules and a knowledge base with self-diagnosis guides. Related complaints can be linked under one incident ticket, and internal tasks with reusable templates cover approvals and follow-up work.

Is i2i People a full HR system?

No. This site describes only the staff lifecycle features that exist in i2i Identity & Access: job profiles that grant roles, shifts, attendance and joiner, mover and leaver reports. Recruitment, payroll and document collection are not part of them.

How is cash collected in the field controlled?

A collector records a payment against an overdue account in the web portal and the amount credits their staff wallet. A supervisor authorises or rejects staged payments, and the Receive Cash step debits the collector's wallet. This journey runs on the web, not in the staff mobile app.

Can we use i2i Ticketing without i2i Field or i2i People?

Yes. Ticketing is the most complete module in the suite and stands on its own, with its own console and API. The staff app, cash controls and the staff lifecycle features are separate pieces that you can adopt as needed.

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