Support & Tickets
Customer queries, SLA tracking & escalation across the network — 19 Jun 2026.
🎧
Open Tickets
2
1 in progress · 1 new
⏱️
SLA Breached
1
▲ TKT-55121 overdue
⤴️
Escalated
1
at L2 — Branch Manager
✅
Avg Resolution
6h 12m
▼ 18m faster this week
| Ticket ID | Subject | Customer | Priority | SLA | Status | Agent | Created |
|---|---|---|---|---|---|---|---|
| TKT-55120 | Shipment not updated since 2 days | Zenith Apparels | High | 2h 10m left | Open | Sneha P | 18 Jun, 9:20 AM |
| TKT-55122 | COD amount mismatch | Lavanya Stores | High | 5h left | In Progress | Sneha P | 18 Jun, 11:40 AM |
| TKT-55121 | Wrong delivery address | Ankit Bansal | Medium | Breached | Escalated | Rohan K | 17 Jun, 4:02 PM |
| TKT-55119 | Pickup not done | MediQuick Pharma | Low | Resolved | Closed | Rohan K | 16 Jun, 2:15 PM |
Escalation Matrix
4 levelsL1
Support Agent
First response · 30 min · resolves routine queries
First response · 30 min · resolves routine queries
L2
Branch Manager — branches.html
Escalates after 2h SLA breach or address/COD disputes
Escalates after 2h SLA breach or address/COD disputes
L3
Franchise Admin — franchises.html
Network-level service failures · claims · refunds
Network-level service failures · claims · refunds
L4
Super Admin
Critical / legal / repeat breaches · final authority
Critical / legal / repeat breaches · final authority
SLA Policy
- High priority
- First response 30m · resolve 4h
- Medium priority
- First response 2h · resolve 12h
- Low priority
- First response 8h · resolve 48h
- Breach action
- Auto-escalate to next level
- Business hours
- Mon–Sat · 9 AM – 9 PM IST
ℹ️
COD & wrong-address disputes bypass L1 and route directly to the originating branch. Linked shipments open in shipment-detail.html; customer profiles in customers.html.