Dashboard
Welcome back! Here's your support overview
Open Tickets
24
↗ +3 from yesterday
Resolved Today
18
↗ +2 above average
Avg Response Time
1.2h
↘ -15min improvement
SLA Breaches
2
↗ +1 needs attention
Recent Tickets
| Ticket ID | Subject | Customer | Priority | Status | Created | SLA |
|---|
All Tickets
All Support Tickets
| Ticket ID | Subject | Customer | Category | Priority | Status | Assigned To | Created | Actions |
|---|
System Monitor
POS Terminals
2 terminals experiencing delays
Online
48/50
Avg Latency
320ms
Transactions
1,247
Error Rate
2.1%
Email Service
Email delivery normal
Queue
12
Sent Today
4,892
Delivery Rate
98.7%
Bounce Rate
1.3%
Recent Alerts
| Time | System | Alert | Severity | Status |
|---|---|---|---|---|
| 2 min ago | POS Terminal #47 | High latency detected (450ms avg) | Warning | Investigating |
| 15 min ago | Database | Connection pool 80% utilized | Info | Resolved |
| 1 hour ago | API Gateway | Rate limit reached for client #123 | Warning | Resolved |
Knowledge Base
API Issues
23 articles
Database
18 articles
POS Systems
31 articles
Authentication
15 articles
Popular Articles
🔧 Troubleshooting API Authentication Failures
Step-by-step guide to diagnose and resolve common API authentication issues including expired tokens, invalid credentials, and certificate problems.
⚡ Database Performance Optimization
Learn how to identify slow queries, optimize indexes, and improve database performance for high-traffic applications.
💳 POS Terminal Connectivity Issues
Common solutions for POS terminals losing connection, including network diagnostics, hardware checks, and configuration verification.
🔍 Root Cause Analysis Best Practices
Framework for conducting thorough root cause analysis, including log investigation, hypothesis testing, and documentation.
📊 Understanding System Metrics and Alerts
Guide to interpreting system performance metrics, setting up effective alerts, and responding to different alert severity levels.
System Diagnostics
SQL Query Tester
API Request Tester
System Logs
2024-01-15 14:32:15
[INFO]
API request received: GET /api/tickets
2024-01-15 14:32:15
[INFO]
Database query executed in 23ms
2024-01-15 14:32:16
[WARNING]
High memory usage detected: 82%
2024-01-15 14:32:20
[ERROR]
POS Terminal #47 connection timeout
2024-01-15 14:32:22
[INFO]
Retry attempt 1/3 for Terminal #47
2024-01-15 14:32:25
[INFO]
Terminal #47 connection restored
Analytics & Reports
CSAT Score
4.7/5
↗ +0.2 this month
MTTR
2.3h
↘ -0.5h improvement
First Response SLA
96.8%
↗ +1.2% vs last month
Resolution SLA
94.2%
↗ +2.1% vs last month
Ticket Volume Trend
📊 Chart: Line graph showing ticket volume over the last 30 days
Peak: 45 tickets on Jan 10 | Average: 32 tickets/day
Peak: 45 tickets on Jan 10 | Average: 32 tickets/day
Tickets by Priority
🥧 Pie Chart
P1: 5% | P2: 15% | P3: 45% | P4: 35%
P1: 5% | P2: 15% | P3: 45% | P4: 35%
Tickets by Category
📊 Bar Chart
API: 32% | Database: 18% | POS: 28% | Other: 22%
API: 32% | Database: 18% | POS: 28% | Other: 22%
Resolution Time by Priority
📊 Bar Chart showing average resolution time
P1: 1.2h | P2: 4.5h | P3: 12h | P4: 24h
P1: 1.2h | P2: 4.5h | P3: 12h | P4: 24h