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Avg first response
2.4h
SLA target: <4 hours
Avg resolution time
18.2h
SLA target: <24 hours
SLA breaches (Jun)
4
2 open · 2 closed
CSAT score
4.2/5
28 ratings · this month
First response time — last 14 days
SLA: <4hResolution time — last 14 days
SLA: <24hBreached & at-risk tickets
Requires attentionUrgent
Sync failing after app update — data not pushing
Singh Medicos, Lucknow · ticket_id: T-0041
26h open
Unassigned ⚠
High
OCR misreading batch numbers on 3 invoices
Apna Pharmacy, Pune · ticket_id: T-0039
21h open
→ Operations
High
WhatsApp bill not sending to customer
Krishna Medical, Surat · ticket_id: T-0038
18h open
→ Support
Medium
Refund request for double payment
Janta Pharma, Jaipur · ticket_id: T-0037
6h open
→ Finance
Resolved this week — 18 tickets
support_tickets table| Ticket | Store | Category | Priority | Resolved by | Time to resolve | CSAT |
|---|---|---|---|---|---|---|
Barcode not scanning T-0036 | Meera Medicos, Chennai | bug | Medium | Support | 3.2h | ⭐ 5/5 |
Report CSV download failing T-0035 | Balaji Pharma, Noida | bug | Medium | Operations | 6.8h | ⭐ 4/5 |
Can't add new distributor T-0034 | Sharma Medical, Kanpur | feature | Low | Support | 4.1h | ⭐ 4/5 |
Billing total rounding error T-0033 | Patil Pharmacy, Pune | billing | High | Operations | 14.4h | ⭐ 5/5 |
Stock count wrong after sync T-0032 | City Medical Centre, Kolkata | sync | High | Operations | 19.1h | ⭐ 3/5 |
Agent performance — this month
admin_users + tickets| Agent | Role | Assigned | Resolved | Avg response | Avg resolve | CSAT |
|---|---|---|---|---|---|---|
Priya Sharma | Support | 24 | 22 | 1.8h | 14.2h | 4.6/5 |
Rahul Gupta | Operations | 18 | 16 | 3.2h | 21.4h | 4.1/5 |
Anjali Mehta | Finance | 8 | 8 | 2.1h | 9.8h | 4.8/5 |