ALERTS
Tickets by Severity
Current open tickets
SLA Compliance
By contract type
Recent Tickets
Latest activity across all organizations
| Ticket # | Subject | Organization | Severity | Status | SLA | Created |
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Ticket Queue
| Ticket # | Organization | Project | Type | Severity | Status | Assigned To | SLA | Created |
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Description
Thread / Timeline
Client Chat
Internal Notes (staff only)
SLA Status
Ticket Info
Assignment & Escalation
Organizations
Manage client companies & contracts
Projects
Manage projects & go-live dates
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Project Details
In-depth project information and checklist
Ticket Dashboard
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Total Tickets
0
Resolved
0
Open
0
Avg Response Time
0h
Avg Resolution Time
0h
General Information
Modules / Scope
Project Members
Recent
Project Tickets
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| Ticket # | Subject | Severity | Status | Created | Action |
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Company Staff
Internal team members and their roles
| Staff Name | Linked User | Role / Department | Status | Actions |
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User Management
Staff & client accounts
| Name | Username | Role | Organization | Last Login | Status | Actions |
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SLA Policies
Response & resolution time configurations
| Policy Name | Severity Level | First Response | Resolution | Business Hours | Status |
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Holiday & Blackout Periods
SLA response and resolution timers are paused for all tickets during these periods
Add Holiday / Blackout
All active ticket SLA deadlines will be extended by the full duration of this period. Tickets with the "Ignore Holidays" override will not be affected.
Scheduled Holidays
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Knowledge Base
Articles & documentation
Reports & Analytics
Advanced performance metrics, SLA compliance & team insights
Total Tickets
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Open Tickets
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Resolved
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SLA Breaches
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SLA Compliance
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Avg Resolution
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hours
Avg 1st Response
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hours
Escalated
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Tickets by Status
Daily Volume — Raised vs Resolved
Weekly Ticket Volume (Last 12 Weeks)
Tickets by Organisation
Tickets by Category
Escalation Distribution
Resolution SLA Compliance by Severity
First Response SLA Compliance
Avg Resolution Time by Severity (hrs)
Open Ticket Age Distribution
SLA Compliance by Organisation
Agent Performance
| Agent | Open | Resolved | Avg Resolution (hrs) | Avg 1st Response (hrs) | SLA Compliance | Breaches |
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Oldest Open Tickets
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Project Health Leaderboard
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Report Summary
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Audit Log
System activity trail
| Timestamp | User | Action | Record | IP Address |
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SLA Extension Log
All SLA extension activity across tickets
| Ticket | Organization | Requested By | Hours | Reason | Status | Responded By | Requested At | Responded At |
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Surveys
Manage survey templates, send surveys, and view results
Survey Results
Complete Survey
Agent Performance
Resolution times, breach rates and CSAT scores per agent
Live Agent Workload
Currently open tickets per agent right now
| Agent | Open | New | In Progress | QA Stage | Critical | High | Breaching |
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Performance History
| Agent | Assigned | Resolved | Breached | Avg First Response | Avg Resolution | CSAT |
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Canned Responses
Saved reply templates for quick insertion
| Title | Category | Content Preview | Created By | Actions |
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Role Permissions
Configure what each role can do
| Role | Level | Create | Assign | Close | Manage Users | Manage Orgs | Reports | Manage SLA |
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Announcements
System-wide notices shown to users on their dashboard
| Type | Title | Message | Expires | Status | Actions |
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My Profile
Account settings
Account Information
Change Password
System Settings
Customize your support portal
UAT Management — eArrow Customer Success
User Acceptance Testing · Issues · Test Plans · Releases · Go/No-Go
Approval Requests
Review and process pending approval requests from supervisors
Ticket Questions
Add or remove custom questions shown on the ticket creation form. Changes require admin approval.
My Requests
Track the status of your pending approval requests