Support tickets
12 open · 3 agents on (Alex, Sam, Priya backup) · chat 8am–8pm, email 24h SLA
| Ticket | Customer | Subject | Channel | Linked | Owner | SLA |
|---|---|---|---|---|---|---|
| T-4411 | C. Murray | "Where's my parka? SMS said 2–3pm" | Chat | APX-08412 · missed pickup | auto-answered 6:10pm push | closed? |
| T-4408 | C. Murray | "New locker code never arrived by SMS" — swap locker 14-day window | Chat | EXC-311 → APX-07310 locker | Alex R. | 6m left |
| T-4409 | M. Beasley | Dispute photos for watch QC decline | RET-00987-D1 | Priya S. (senior) | due 12 Sep | |
| T-4405 | K. Alderton | Price-match evidence upload failed twice | PM-1188 | Sam T. | 2h left | |
| T-4402 | T. Tran | Second seal leak on Hydro bottle — "keep it, just refund" | Chat | APX-08022-P1 | Alex R. | 1h left |
| T-4399 | J. Nguyen | Gift wrap + handwritten card for Mum's Torquay order | APX-08418 | Sam T. | 5h left | |
| T-4394 | acct #88213 | "Why is my order on hold?" (fraud review) | Phone | APX-08402 | unassigned | breached 40m |
This week
- Opened
- 318 · 61% chat, 33% email, 6% phone
- First reply median
- 4m chat · 3h email
- Resolved 1-touch
- 74% (macros + order context auto-attached)
- Top driver
- "where is it" 38% — down 11pts since SMS windows
Queue rules
Breaches page the on-call lead after 30 min — T-4394 is at 40
Tickets auto-link orders/returns — agents never ask "what's your order number?"
Fraud-hold conversations use script F-2 (neutral, no accusation)