Live overview
Support Operations Overview
Track open volume, SLA deadlines, escalations, and team workload—then jump straight into triage and resolution.
Today at a glance
Open tickets
128
Due in next 2 hours
14
First response at risk
9
Escalated
6
Avg. time to first response
18m
Resolved today
42
Queues needing attention
| Queue | Open | Due soon | Breached | Oldest | Team | Action |
|---|---|---|---|---|---|---|
| Email — Billing | 34 | 6 | 2 | 2d 4h | Billing Support | Open |
| Chat — Product | 21 | 4 | 0 | 9h 12m | Product Support | Open |
| API — Integrations | 17 | 3 | 1 | 1d 1h | Integrations | Open |
| VIP — Priority | 9 | 1 | 0 | 3h 40m | Escalations | Open |
Overview
Queue health
Give support leaders and agents a fast operational overview (queue health, SLA risk, escalations, and workload) and provide direct entry points into the most common workflows like opening the ticket queue, creating a ticket, and reviewing incidents.
Overview
SLA & escalation watchlist
Give support leaders and agents a fast operational overview (queue health, SLA risk, escalations, and workload) and provide direct entry points into the most common workflows like opening the ticket queue, creating a ticket, and reviewing incidents.
Tickets at highest risk
| Ticket | Subject | Priority | Status | Channel | SLA due | Owner |
|---|---|---|---|---|---|---|
| TCK-18421 | Invoice shows duplicate charge for January | P1 | In Progress | in 38m | A. Patel | |
| TCK-18409 | Webhook retries failing after 2.3.1 upgrade | P1 | Needs Info | API | in 1h 12m | Unassigned |
| TCK-18377 | Cannot access admin console (SSO loop) | P2 | Open | Chat | in 1h 55m | J. Kim |
| TCK-18351 | VIP: Data export timing out for large accounts | P1 | Escalated | in 2h 05m | Escalations |
Find a ticket fast
Search by ticket ID, external reference, requester email, or keywords.