Support System
Managing customer support operations
Open Tickets
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Urgent
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Avg Response
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SLA Compliance
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| ID | Subject | Client | Priority | Status | SLA | Assigned | Updated | Actions |
|---|---|---|---|---|---|---|---|---|
| TK-9284 | VPS unable to boot after snapshot restore | Meridian Corp | High | Open | Warning | Marcus Williams | 15 min ago |
|
| TK-9283 | SSL certificate not auto-renewing | BrightLabs | Medium | Open | Ok | Daniel Park | 1 hour ago |
|
| TK-9282 | Billing discrepancy on March invoice | DataForge Inc | Medium | Waiting | Ok | James O'Brien | 3 hours ago |
|
| TK-9281 | DNS propagation delay — records not resolving | Apex Solutions | High | Open | Breached | Elena Petrov | 2 hours ago |
|
| TK-9280 | Request dedicated server hardware upgrade | Cascade Networks | Low | Open | Ok | Ryan Cooper | 12 hours ago |
|
| TK-9279 | Email delivery failure on shared hosting | Pinecrest Digital | Medium | Resolved | Ok | Daniel Park | 8 hours ago |
|
| TK-9278 | API rate limiting too aggressive | Luminary AI | High | Open | Ok | Elena Petrov | 1 day ago |
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| TK-9277 | Request reseller plan upgrade | CloudNine Hosting | Low | Waiting | Ok | Ryan Cooper | 1 day ago |
|
TK-9284
VPS unable to boot after snapshot restore
— Meridian Corp
High
Open
Support departments and team assignments
Infrastructure
Open Tickets
14
Agents
3
Avg Response
1.8h
Support
Open Tickets
18
Agents
4
Avg Response
2.1h
Billing
Open Tickets
8
Agents
2
Avg Response
3.2h
DNS
Open Tickets
4
Agents
2
Avg Response
1.5h
Sales
Open Tickets
3
Agents
2
Avg Response
4.1h
Security
Open Tickets
2
Agents
1
Avg Response
0.8h
SLA Policy Rules
| Rule Name | Priority | First Response | Resolution | Business Hours | Status | Actions |
|---|---|---|---|---|---|---|
| Critical SLA | Critical | 1 hour | 4 hours | 24/7 |
|
|
| High SLA | High | 2 hours | 8 hours | 24/7 |
|
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| Medium SLA | Medium | 4 hours | 24 hours | Business Hours |
|
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| Low SLA | Low | 8 hours | 48 hours | Business Hours |
|
Canned Responses
| Category | Title | Uses |
|---|---|---|
| General | Greeting | 1,247 |
| Escalation | Escalation Notice | 342 |
| Billing | Payment Issue | 589 |
| Resolution | Resolution Confirmation | 876 |
| Operations | Maintenance Notification | 214 |
Preview
Title
Greeting
Category
General
Content
Hello {client_name},
Thank you for contacting our support team. We have received your request and a member of our team will be assisting you shortly.
For urgent matters, please don't hesitate to mark your ticket as high priority.
Best regards,
{agent_name}
AUHMS Support Team
Thank you for contacting our support team. We have received your request and a member of our team will be assisting you shortly.
For urgent matters, please don't hesitate to mark your ticket as high priority.
Best regards,
{agent_name}
AUHMS Support Team
Support Staff Workload
| Staff Member | Department | Active Tickets | Avg Response Time | Satisfaction | Availability | Actions |
|---|---|---|---|---|---|---|
| Sarah Chen | All (Admin) | 3 | 12 min | ★ 4.9 | Online | |
| Marcus Williams | Technical | 8 | 18 min | ★ 4.7 | Online | |
| Elena Petrov | Technical | 6 | 22 min | ★ 4.8 | Online | |
| James O’Brien | Billing | 5 | 15 min | ★ 4.6 | Away | |
| Aisha Rahman | Technical | 7 | 20 min | ★ 4.9 | Online | |
| Daniel Park | Sales | 4 | 25 min | ★ 4.5 | Offline | |
| Lisa Thompson | Billing | 9 | 14 min | ★ 4.7 | Online | |
| Ryan Cooper | Technical | 11 | 30 min | ★ 4.3 | Online |
Workload Summary
53
Total Active Tickets
19 min
Avg Response Time
4.7/5.0
Avg Satisfaction
4
Unassigned Tickets
Automation Rules
| Rule Name | Trigger | Condition | Action | Fire Count (30d) | Status | Actions |
|---|---|---|---|---|---|---|
| Auto-Escalate Critical | New Ticket | Priority = Critical | Escalate to Admin | 23 | Active | |
| Weekend Auto-Reply | New Ticket | Day = Sat/Sun | Send Auto-Reply | 147 | Active | |
| SLA Warning Alert | SLA Timer | 75% time elapsed | Notify Assigned Staff | 89 | Active | |
| Billing Auto-Route | New Ticket | Dept = Billing | Assign to Billing Team | 312 | Active | |
| Idle Ticket Reminder | Ticket Updated | No reply > 24h | Send Reminder Email | 56 | Active | |
| Spam Detection | New Ticket | Keyword Match | Move to Spam + Close | 34 | Active | |
| VIP Priority Boost | New Ticket | Client = Enterprise | Set Priority = High | 78 | Active | |
| Stale Ticket Closer | Ticket Updated | No reply > 7 days | Close with Auto-Message | 19 | Inactive |
Recent Automation Activity
Auto-Escalate Critical triggered on TK-9284 — Escalated to Sarah Chen
2 min ago
SLA Warning Alert triggered on TK-9281 — Notified Marcus Williams
15 min ago
Billing Auto-Route triggered on TK-9283 — Assigned to Lisa Thompson
1 hour ago
Weekend Auto-Reply sent for TK-9279
3 hours ago
Idle Ticket Reminder sent for TK-9275 — Client: Nordic Digital
5 hours ago