Support Tickets
The admin support queue — triage customer tickets, track SLA first-response and resolution timers, assign owners, and measure compliance.
Support Tickets
Support Tickets (Customer Success → Support Tickets) is the operator queue for customer support requests, with SLA tracking and analytics.
Tabs
Ticket fields
Each ticket records assignee_id, the SLA first-response deadline (sla_first_response_at), whether it breached (sla_first_response_breached), and first_responded_at.
SLA tracking
SLA targets are derived from ticket priority on creation. The queue shows a live first-response countdown badge; breached tickets surface on the SLA Dashboard. The Analytics tab reports SLA breach count, average resolution time, and per-priority / per-category / per-status volume.
From the detail panel you can assign an owner, change status, and resolve or close the ticket.
Tickets can also originate from the public storefront's contact form. For the conceptual SLA model (priorities, business hours, CSAT), see Support & SLA.