User Guide

I.ASit · Version · Updated

Signing in

  1. Your admin gives you a username and a temporary password. Sign in, then change it with Password (top bar, or More on a phone).
  2. Agents: set your status in the top bar to Available, Busy, Break or Offline. New tickets are only assigned to Available agents.
  3. Agents see a shift countdown: green at 30 minutes left, yellow at 15, red at 1.

The ideas behind I.ASit

Recurring issue (cluster)

When three or more similar tickets arrive within 45 minutes, a red banner appears: Recurring issue detected. I.ASit reads what each customer wrote, not only the title or topic, so tickets about the same problem in different words still count together. It shows how many tickets are involved and how long nobody has handled them. Handling one ticket resets the clock for the rest. When all are handled the banner goes away. If nobody acts for too long, the issue is escalated to a supervisor automatically.

Suggested reply

Open a ticket and I.ASit drafts a reply from your approved knowledge and the customer's history. It tells you what it was based on ("Grounded in"). Read it, edit it, then send. Nothing is ever sent for you.

Ticket statuses

  • Open: waiting for an agent.
  • Pending: the agent replied and is waiting for the customer.
  • Resolved: the problem is solved.
  • Closed: finished and locked away (can be reopened).

When a customer replies, the ticket returns to Open. If a customer's message sounds like "thanks, it works now", the ticket is tagged Looks resolved and you are asked to approve. A person always makes the final call.

Red numbers

Red numbers on the menu and the bell show things waiting for you: new tickets, escalations, reports to act on, and more. Tap the bell for the list.

Phones

Use the bottom tabs: Home, Inbox, Alerts, Customers and More. Home gives a quick picture of what needs attention.

Your day

Inbox

Use the filters (All, Open, Pending, Resolved, Closed) and the search box. Cluster tickets are tinted red. Tap a ticket to see the conversation, the Customer Profile (history and related tickets) and the AI Assistant.

Replying

  1. Read the suggested reply and edit it.
  2. Press Send reply. The ticket becomes Pending.
  3. When the customer answers, press Log customer reply and paste their message. (Customers send complaints through the company's complaint form, so you never create tickets by hand. If your company has connected its support mailbox, customer emails arrive as tickets and your reply goes out by email from the company address. Otherwise you enter a follow-up yourself.)
  4. Press Resolve when it is solved, or Approve resolved when I.ASit suggests it.

Reply guard

While you type, I.ASit checks that the reply is for the customer on this ticket. If it finds another customer's name, email or ticket number, or a greeting that names someone else, that text gets a red wavy underline and a note below the box. An orange underline is a softer hint. A Use "name" button fixes a wrong greeting in one click. If a red warning is still there when you press Send reply, you must confirm before it goes. Warnings and overrides are recorded in the audit log.

Other actions

  • Add note: private note for staff. Type @username to mention a teammate. Mentions appear in your Mentions page.
  • Escalate: hand a hard problem to a supervisor, with a reason. For a cluster, use Notify Supervisor on the red banner.
  • Record feedback: on a resolved ticket, enter the customer's 1 to 5 rating and comment.

Nudges

When the Nudges button shows a red count, a supervisor or admin is asking about tickets that are still waiting. Open it, read the numbered list and write one reply, answering by number, for example 1. Waiting for the customer. 2. Need help from billing. Your answer is also saved as a note on each ticket.

My Tickets, Customers, Escalations

My Tickets lists tickets assigned to or handled by you. Customers shows each person's history. Escalations shows what has been escalated and its status.

Daily report

Open Reports. Today's report is already written from what you did. Edit it if you like, then choose:

  • Save to send on schedule: it is sent to your supervisor automatically on the report day (for example every Friday).
  • Send to supervisor now.

If your supervisor asks for changes, press Reply, fix the report, explain what you changed and resubmit. If a supervisor forwards a request from the admin, it appears under Requests from your supervisor: press View or Reply.

End of shift

Open Shift & Summary, check your numbers, type your name and press Confirm & Sign Out. If you have not sent a report, one is sent for you. If your shift ends and you are still signed in, I.ASit sends your report and signs you out automatically.

Replies, turns and finished conversations

Home and the Inbox show what happened last on each ticket, for example Customer replied 5m ago. The AI Assistant drafts a reply only when the customer wrote last. After you reply it shows Waiting for the customer; press Draft a follow up anyway if you need one. Customers who used the complaint form get your reply by email with a private link, and answer on that page, so their reply appears in the same ticket. When a customer says it is sorted and you reply after that, the ticket resolves itself.

Running the team

Command Center and Home

See open tickets, tickets at risk of missing their reply time, clusters, escalations and who is available. Tap an item to act on it.

Teams

See each agent's status, workload, rating and shift. View profile shows their tickets, feedback and reports. Shift Mgmt sets shift start and end times; the agent sees changes at their next refresh.

Escalations

Acknowledge to show you are investigating, then Resolve when done. Ticket status and escalation status are separate on purpose.

Nudges

Press Nudges, open New nudge and you see every open or pending ticket. Filter by No reply yet or Replied, still pending, tick the ones you want to chase and press Nudge. Each owner gets one message listing their tickets (tickets with no owner go to supervisors) and answers once, by number. Read the answers under Replies. Admins can switch this on or off for a role in Roles & Permissions.

Notifications

A live list of reply-time risks, queue spikes, clusters, escalations, low ratings, reports waiting and agents whose shifts are ending.

Feedback and quality

Ratings of 1 or 2 need your review. Open the item, add a coaching note and mark it reviewed.

Reviewing reports

Under Reports, each daily report has Review, Approve and Request changes. Review shows everything: the tickets handled, a timeline of actions, feedback and escalations.

Weekly report to admin

On the report day, I.ASit builds a weekly draft from your agents' daily reports. Edit it and press Send weekly report to admin. If the admin requests changes, press Reply to fix and resend, or Push to agent to ask a particular agent for details; their answer appears in the conversation.

Feedback & Ideas inbox

When customers choose feedback or idea on the complaint form, their message comes here and not to the agents. Read it, add a note, and mark it reviewed, actioned or archived. Reply by email opens your email app. A red count shows how many are new.

Insights

Pick a period to see how many complaints came in, how fast the team first replied, which topics customers complain about, which topics raised the most recurring-issue alerts, where messages come from, which products or services are involved, and which customers contact you most.

Knowledge and settings

Knowledge holds the approved FAQs, policies and documents that replies are based on. Add text, .txt, .md or text-based PDF files. Settings controls cluster rules, automatic escalation, auto-routing and reply-time targets (SLA).

Automatic resolve and suggested fixes

Settings, Routing & SLA, Automatic resolve decides when finished conversations close themselves: after a thank you exchange, and after the customer stays quiet for a number of hours (48 by default, 0 turns it off). Suggested fixes gathers tickets about the same problem and drafts one fix when your knowledge has nothing on it. Review it, press Good, and send it to the agent on seat, who sends it to each customer.

Administering I.ASit

Overview

Headcount, availability, open tickets, clusters, SLA breaches, escalations, reports waiting and recent activity.

Company setup

A brand-new workspace opens the setup wizard: company details, your industry, team size and the administrator account. Later, open Company to change the profile, follow the setup checklist, apply an industry kit (ticket categories, reply-time targets and recurring-issue rules) and edit categories and their keywords. Write FAQs for the topics the kit suggests so replies use your real policies.

Inviting new staff

Open Invitations, enter the person's first name, last name, email and role, and press Send invitation. They receive a link by email (if email is set up on your server). You see the link and a personal code on screen: send the code a different way, for example a call or WhatsApp. The person opens the link, enters the code, fills in their details and chooses their own password. Their registration then appears under Waiting for your approval. Check it and press Approve and onboard: their account is created and they can sign in with their email. You never see or send their password. If they lose it, use Reset password under Employees.

Employees

Add a person (username, name, role, shift). The temporary password is shown once: copy it and share it securely. You can change roles and shifts, disable or enable accounts, and reset passwords.

Roles & Permissions

In Settings, tick the boxes to decide which pages and actions each role has. Changes apply straight away. Some admin boxes are locked on so you cannot lock yourself out. Note: hiding a page hides it from the menu; the ticket list still loads in the background.

Report schedule

Choose daily, every 3 days or weekly, the day and the time. Saved daily reports are sent to supervisors then.

Reviewing weekly reports

Weekly reports from supervisors appear under Reports. Review shows the team table and the text. Approve, or request changes with a note.

Complaint form

Open Complaint form to get the public link, a floating Contact us button for your website, or an embed code. Choose what customers can send (complaint, question, feedback, idea), let them pick a topic, and list your products or services so Insights can show which ones draw complaints. Complaints and questions become tickets automatically and can form recurring-issue alerts. The form has spam protection: a hidden trap field, a short timer, a limit on messages per person, and a Privacy Policy tick box.

Who can create tickets

By default nobody creates tickets by hand: they come from customers. If agents log phone or walk-in complaints, tick Create tickets by hand for that role in Roles & Permissions.

Audit log

Every important action with who and when, including automatic ones by the system. Filter it, or Export log as a spreadsheet file. Request contents and passwords are never stored in it.

Knowledge Base

Admins can add and delete knowledge. Keep documents accurate, because replies are drawn from them.

Support mailbox (Email)

Open Email and press Connect a mailbox. Pick the provider (Gmail, Outlook, Zoho, Yahoo or other), type the support address and an app password (not your normal password; turn on IMAP in the mailbox first). From then on every new email becomes a ticket, replies to the same thread join the same ticket, and an agent's reply leaves from your company address. The app password is stored encrypted. Use Mailbox settings to change or disconnect it.

Your plan, invoices and receipts

I.ASit is billed by plan. Your admin email receives everything about money, so keep it current:

  • Invoice: a request for payment. It arrives by email with a secure Paystack link (card, bank transfer or USSD) and an invoice number like INV-2026-0001.
  • Receipt: proof that we received your money. It is emailed by itself the moment the payment is confirmed, with a receipt number like RCT-2026-0001. Open the link in the email to view, print or save it as PDF.
  • Renewal reminder: sent before the period ends (by default 7 days). Paying early does not lose days.
  • Overdue: reminders continue during a grace period (by default 14 days). After that the workspace is paused, nothing is deleted, and it comes back as soon as you pay.

Can't find a receipt? Check your spam folder, then write to and we will resend it. Read the Terms of Service for cancelling and refunds.

Before real customers: make sure the company details in Company are right (they fill the About, Privacy and Terms pages), have the Terms and Privacy Policy reviewed for your country, use HTTPS, keep a strong secret in the server settings, and back up the database.

For whoever runs I.ASit (the creator console)

This part is for the platform owner, not for company staff. Sign in at /console with the console email and password from the server settings (add two step sign in for safety). The console shows numbers, accounts and billing only. Company tickets and customers are never shown.

The pages

  • Overview: money collected, live and expired companies, a six month chart and a list of things that need you.
  • Companies: create a workspace, send the setup link, approve a company that finished setup, suspend or delete one. Pilot requests are the forms from your landing page.
  • Subscriptions: who pays for what and until when.
  • Payments: every Paystack link and bank transfer. Take a payment either creates a Paystack link or records a bank transfer.
  • Invoices: every invoice and receipt with its status and whether the email went out.
  • Plans & features: prices, staff limits and which features each plan includes.
  • Automation: renewal reminders, grace period and automatic pausing.
  • Users, Activity log, Errors, System: staff across companies, every change made from the console, server errors, and health checks.

Taking a payment (nothing to send by hand)

  1. Press Take a payment, pick the company and the plan.
  2. Create Paystack link: I.ASit makes an unpaid invoice and emails it to the company admin together with the link. The link is also copied for you in case you want to WhatsApp it.
  3. When the company pays, Paystack tells I.ASit. The plan is extended, the invoice turns Paid, a receipt is made and emailed to the company automatically, and you get a short notice. If the company paid by bank transfer instead, use Record a bank transfer: it makes the paid invoice and emails the receipt the same way.
  4. If a company says it paid but nothing changed, open Payments and press Check on that link.

Invoice or receipt?

They are different papers. An invoice asks for money and exists before payment. A receipt proves the money arrived and exists after. Paystack also sends its own payment confirmation to the payer; yours is the formal one with your numbers.

When an email did not go out

If email was down when a payment landed, the invoice shows Receipt not sent and I.ASit retries every hour for 7 days. You can also press Resend receipt (or Send invoice) on Invoices. If sending keeps failing, open System and check Email.

Settings that matter (server environment)

  • PUBLIC_URL: your https address. Needed so the links inside invoices and receipts work.
  • PAYSTACK_SECRET_KEY and the webhook address shown on System (/platform/paystack/webhook) set in your Paystack dashboard.
  • MAIL_FROM plus MAIL_RELAY_URL/MAIL_RELAY_SECRET or BREVO_API_KEY for email.
  • BILLING_NAME, BILLING_ADDRESS, SUPPORT_EMAIL, PRIVACY_EMAIL, LEGAL_COUNTRY: printed on invoices and receipts and used to fill the Terms and Privacy pages.
Fill in the yellow items on the Terms and Privacy pages (refund rule, retention periods, governing law) and have a lawyer check them before you charge real customers.

Help & FAQ

I can't see a page I need.

Pages depend on your role. Ask an admin to tick it for you in Roles & Permissions.

I was signed out.

Sessions last 12 hours. Agents are also signed out when their shift ends, and their report is sent.

No tickets are assigned to me.

Set your status to Available. Auto-routing only gives tickets to Available agents.

The reply doesn't use my document.

Add it under Knowledge. PDFs must contain real text, not scanned pictures. Short, clear passages work best.

I forgot my password.

Ask an admin to reset it from Employees.

My report says "changes requested".

Open Reports and press Reply. Edit, explain, resubmit.

Something looks wrong.

Note what you did and what you expected, then write to .

My workspace says it is paused.

The plan was not paid within the grace period. Nothing is lost. Pay the link in the email from I.ASit (or ask your admin to) and it comes back straight away. See the Terms of Service.

I paid but got no receipt.

Receipts are emailed automatically to the company admin as soon as the payment is confirmed. Check spam, make sure the admin email is correct, then write to and we will resend it.

What is the difference between an invoice and a receipt?

An invoice asks for payment. A receipt confirms you paid.

Words used

  • Cluster: several tickets about the same problem in a short time, grouped by what the customers wrote.
  • SLA: the reply or solve time promised to customers, in minutes.
  • Escalation: handing a ticket to a supervisor for help.
  • Nudge: one message asking the owners why several tickets are still waiting, answered once by number.
  • Audit log: the record of who did what.
  • Invoice: a request for payment.
  • Receipt: proof of payment.
  • Grace period: the days after a due date before an unpaid workspace is paused.