Support Tickets

Manage customer issues, prioritize urgent cases, and monitor SLA compliance across queues.

Open Tickets
143
-7% this week
Avg First Response
18m
3m faster
SLA Breaches
4
Target < 10 / week
CSAT
4.7
+0.2
Ticket Queue
IDCustomerSubjectPriorityAssigneeSLAAction
#SUP-3812Nova RetailCheckout webhooks delayedP1Maya J.1h left
#SUP-3809Blue TransitUnable to update billing cardP2Ryan W.4h left
#SUP-3805Sora AppsExport report missing columnsP3Unassigned12h left
Queue Playbook
P1 Incident Handling
Respond within 5 minutes, assign incident commander, and post status page update.
Billing Disputes
Confirm invoice details, classify dispute reason, and involve finance on >$500.
Escalation Matrix
Escalate to engineering after two failed workarounds or SLA under 20% remaining.
Agent Load
Maya Johnson23 active
Ryan Walker18 active
Unassigned Queue14 tickets