Customer Support
Tickets, queues and slas, in one system.
Omnichannel ticketing, SLA, knowledge base, field service, CSAT
Explore the specification
YouStatusnot Resolved or Closed
| Ticket Number | Subject | Account | Priority | Status |
|---|---|---|---|---|
| TCK-40490 | New tck-452 | ACC-52209 | Low | New |
| TCK-93147 | Open tck-526 | ACC-58217 | Medium | Open |
| TCK-56807 | Pending tck-565 | ACC-38491 | High | Pending |
| TCK-22375 | OnHold tck-837 | ACC-33289 | Urgent | New |
| TCK-17797 | New tck-125 | ACC-51991 | Low | Open |
| TCK-28162 | Open tck-971 | ACC-48153 | Medium | OnHold |
YouWindowStart >= todayWindowStart < tomorrow
- SA-37452 · E-6WO-5263219 Sep → 21 SepProposed
- SA-49898 · T-1WO-9795824 Sep → 28 SepConfirmed
- SA-82315 · M-17WO-3231125 Sep → 01 OctEnRoute
- SA-36726 · M-5WO-4452327 Sep → 06 OctOnSite
- SA-40458 · J-10WO-9275722 Sep → 29 SepCompleted
StatusNewOpendue in 30 min or due in 1 h
StatusScheduledDispatchedOnSiteNeedsFollowup
StatusDraftInReview
no assigneeNew
| Ticket Number | Subject | Account | Queue | Channel |
|---|---|---|---|---|
| TCK-44658 | New tck-279 | ACC-61775 | QSS-1808 | CHN-9580 |
| TCK-68730 | New tck-373 | ACC-79106 | QSS-5533 | CHN-2058 |
| TCK-12713 | New tck-794 | ACC-62525 | QSS-6958 | CHN-7264 |
| TCK-22341 | New tck-618 | ACC-99165 | QSS-3139 | CHN-8945 |
| TCK-54570 | New tck-821 | ACC-28540 | QSS-5325 | CHN-8312 |
| TCK-89793 | New tck-169 | ACC-63180 | QSS-7698 | CHN-2100 |
Statusnot Completed or Cancelledoverdue
| Work Order Number | Account | Service Area | Assigned Tech | Scheduled End |
|---|---|---|---|---|
| WO-73041 | ACC-48790 | SA-1565 | FT-9348 | 06 Sep |
| WO-30442 | ACC-25252 | SA-9253 | FT-2946 | 07 Sep |
| WO-92823 | ACC-72339 | SA-2163 | FT-2059 | 11 Sep |
| WO-56869 | ACC-27850 | SA-8129 | FT-5299 | 16 Sep |
| WO-68152 | ACC-41411 | SA-6197 | FT-5742 | 20 Sep |
| WO-90046 | ACC-35129 | SA-8000 | FT-1873 | 29 Sep |
Closedlast 7 daysno csat surveys
| Ticket Number | Account | Contact | Assignee | Closed At |
|---|---|---|---|---|
| TCK-21528 | ACC-29978 | CNT-1360 | ZF | 10 Sep |
| TCK-61932 | ACC-92981 | CNT-4980 | SB | 15 Sep |
| TCK-57275 | ACC-80810 | CNT-3673 | WR | 17 Sep |
| TCK-39107 | ACC-98882 | CNT-2785 | ET | 12 Sep |
| TCK-86636 | ACC-11282 | CNT-9455 | NB | 12 Sep |
| TCK-25175 | ACC-53078 | CNT-4423 | SB | 15 Sep |
not acknowledged
| Escalation Number | Ticket | Reason | From Agent | To Agent |
|---|---|---|---|---|
| ESC-44559 | TCK-50280 | SLARisk | NP | BV |
| ESC-31458 | TCK-36248 | CustomerRequest | HF | CW |
| ESC-27063 | TCK-96479 | ComplexityHighTier | DX | HW |
| ESC-16725 | TCK-74661 | VIP | AZ | LH |
| ESC-28981 | TCK-30577 | Complaint | XC | JD |
| ESC-72555 | TCK-66578 | Executive | US | KJ |
Statusnot Resolved or Closed
| Assignee | count by Priority | count | avg |
|---|---|---|---|
| GA | 33 | 10 | 46 |
| DJ | 10 | 26 | 35 |
| NS | 17 | 12 | 16 |
| XW | 30 | 2 | 27 |
| YP | 16 | 6 | 47 |
| RY | 34 | 32 | 15 |
last 30 days
| Contact | Account | count | last Priority | open Escalations |
|---|---|---|---|---|
| CNT-8854 | ACC-78194 | 19 | TCK | OE-966 |
| CNT-3734 | ACC-80309 | 30 | TCK | OE-679 |
| CNT-6589 | ACC-33397 | 11 | TCK | OE-764 |
| CNT-1529 | ACC-25109 | 9 | TCK | OE-997 |
| CNT-3734 | ACC-47733 | 11 | TCK | OE-738 |
| CNT-6655 | ACC-17958 | 38 | TCK | OE-940 |
Published
| Article Number | Title | Space | View Count | Helpful Count |
|---|---|---|---|---|
| KBR-75440 | Published kbr-991 | KBS-9907 | 29 | 23 |
| KBR-44713 | Published kbr-200 | KBS-4066 | 2 | 20 |
| KBR-96686 | Published kbr-579 | KBS-4780 | 9 | 3 |
| KBR-53524 | Published kbr-993 | KBS-9585 | 17 | 4 |
| KBR-11439 | Published kbr-475 | KBS-2539 | 18 | 28 |
| KBR-25919 | Published kbr-807 | KBS-8677 | 15 | 31 |
Status active or no outcome ticket
| Channel |
|---|
| CHN-9546 |
| CHN-6628 |
| CHN-4046 |
| CHN-4270 |
| CHN-5523 |
| CHN-4248 |
OnHand <= ReorderPoint
| Part Number | Name | On Hand | Reorder Point | Unit Cost |
|---|---|---|---|---|
| PC-97883 | Catalog 597 | 130 | 60 | 835.77 |
| PC-12924 | Catalog 963 | 430 | 130 | 206.04 |
| PC-29919 | Catalog 873 | 780 | 460 | 644.57 |
| PC-70399 | Catalog 819 | 420 | 860 | 205.27 |
| PC-41577 | Catalog 953 | 20 | 860 | 210.31 |
| PC-46644 | Catalog 290 | 220 | 400 | 927.44 |
Illustrative records generated from the specification. Explore the views to inspect the planned operating model.
Built for your team.
Support managers who run queues against SLAs.
- Defined tables
- 32
- Operational views
- 14
- Defined roles
- 8
- Reports
- 9
Defined in the planned system specification.
What’s inside.
Omnichannel ticketing, SLA, knowledge base, field service, CSAT
Tickets
Intake from email, web and chat
Queues
Routing and assignment
SLAs
First response and resolution clocks
Knowledge
Articles and macros
Portal
Self-service and status
Escalations
Paths, timers and ownership
- 01Intake
- 02Triage
- 03Assign
- 04Resolve
- 05CSAT
Built for your team
CX Leader / Director
Executive owner of the customer experience function. Watches enterprise-wide trends, approves new Channels and SLA tiers, signs off on RCAs for severity-1 Cases.
Article NumberTitleSpaceAuthor
Support Manager
Runs a team or region — owns queue health, staffing, escalations, coaching.
Channel
Support Agent
Front-line rep working an assigned queue.
Appointment NumberWork OrderAccountService Address
Field Technician
On-site engineer executing dispatched work orders.
Article NumberTitleSpaceView Count
KB Author
Owns a KBSpace — authors, revises, and retires articles; reviews feedback; drives deflection.
Part NumberNameOn HandReorder Point
Field Dispatcher
Routes work orders to techs, books appointments, reshuffles when techs run long, monitors overdue work orders.
Customer Portal
External customers accessing their own tickets through the self- serve portal.
Reports and dashboards
Explore what each report measures and the records behind it.
Ticket Volume by Channel
Tickets per day / week / month, split by Channel × Product × Priority. Drills into volume spikes and helps size staffing per channel.
First-Response & Full-Resolution Times
Median, p75, and p95 first-response and resolution time by Priority and Customer Tier. The core operational-health report.
SLA Attainment
% of tickets meeting FirstResponse and Resolution SLAs, broken out by SLAPolicy × Account Tier × Team × Agent. Drills into every individual SLABreach for root-cause review.
Agent Productivity
Tickets handled, avg handle time, first-contact-resolution %, reopen rate, and CSAT per agent per period. Feeds coaching and the Team Workload view.
Top Issues (Root-Cause Clustering)
Tickets grouped by RootCauseCategory × Tags × Product. Surfaces recurring defects that should feed back to engineering or become KB articles.
KB Deflection Rate
For each published KBArticle: views, helpful votes, and KBFeedback.DeflectedTicket ratio. Measures the dollar value of self-serve.
Field Service On-Time %
Appointments kept within window, per ServiceArea × Tech × Product. Tracks dispatch quality and tech utilization.
CSAT / NPS Trend
CSAT score per period per team, and relationship NPS per quarter per Account Tier. Drills from score → comments → the underlying tickets.
Cost-to-Serve
Average cost per ticket (labor × avg handle time × loaded rate + parts + escalation overhead) split by Channel and Tier. Drives channel strategy and deflection ROI.
One connected workspace
Agent Productivitylist
Tickets handled, avg handle time, first-contact-resolution %, reopen rate, and CSAT per agent per period. Feeds coaching and the Team Workload view.
| Assignee | count by Priority | count | avg |
|---|---|---|---|
| GA | 33 | 10 | 46 |
| DJ | 10 | 26 | 35 |
| NS | 17 | 12 | 16 |
| XW | 30 | 2 | 27 |
- New
- Open
- Pending
- OnHold
- Resolved
- Closed
- Assignee
- GA
ownerSupport Manager
Go from the big picture to the details behind it. Open any record to see its status, owner and history.
Illustrative records. Connections follow the authored specification.
