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Tickets
7 open tickets · AI routing automatically detects category + priority
+2 today
Open
7
SLA Risk
Escalated
1
target 8h
Avg. response
4.2h
+0.3
CSAT (30d)
4.7
🤖
AI auto-routing
2 new tickets automatically assigned
TKT-0042 (Finance question) → Frank · TKT-0043 (ISMS request) → Maja. Wrong assignment? Click on ticket → "reassign".
Ticket list
7 open · 12 done this week
#TKT-0042🔴 HighSLA 30 min
5 min ago · new
Acme Corp · Invoice RE-2026-0042 not received
Customer reports that the invoice from 15.03. is not in the system. Resend XRechnung?
FinanceXRechnung
👤 Frank·💬 0
#TKT-0043🔴 High
12 min ago · new
Globex GmbH · DSGVO request data export
Globex requests a full data export pursuant to DSGVO Art. 20. Deadline: 30 days.
ISMSDSGVO
👤 Maja
#TKT-0040🟡 Medium
2h ago
Initech AG · AI assistant finds no answer to §15
User reports that AI provides no answer to question about §15 in contract IN-003. Check indexing.
AI helperRAG
👤 Daniela
#TKT-0038🟡 Medium
6h ago
Massive Dynamic · Onboarding training required
New user wants a 30-min training on the ISMS module. Coordinate calendar.
Onboarding
👤 Tobias
#TKT-0035🟢 Low
yesterday
Cyberdyne · Feature request: Asset QR codes
Request for QR codes on asset labels for inventory. On the roadmap?
Feature
👤 Daniela
Analysis
last 30 days
By module
📁 Contracts24
💰 Finance18
🛡 ISMS14
🤖 AI assistant12
⚙ Settings8
SLA performance
✓First response (<8h)98%
✓Resolution (<3T)94%
✓CSAT (>4.0)4.7 ⭐
Top agent
F
Frank
28
D
Daniela
22
M
Maja
14
#TKT-0042 · Acme Corp 🔴 High
Invoice RE-2026-0042 not received · Markus Schmidt (CFO)
SLA: 28 min
MS
Markus Schmidt5 min ago
Hi, we never received the invoice from 15.03. (RE-2026-0042 for €2.450). Could you send it again? Accounting has been looking for it for days.
🤖
AI Assistant · auto-routing5 min ago
Ticket automatically to Frank assigned (Finance owner). Invoice RE-2026-0042 found in the system, sent successfully on 15.03., but a bounce email was documented. Recommendation: resend with an alternative email.
F
Frank Wichert3 min ago · internal
I'll take care of it. The invoice was indeed rejected, [email protected] was full. Sending directly to markus.schmidt + cc new accounting.
Reply to Markus Schmidt
Ticket info
Metadata
Created5 min ago
Channel📧 Email
AssigneeFrank Wichert
CategoryFinance / Invoice
Priority🔴 High
SLA28 min
LinkedRE-2026-0042
Customer tierEnterprise · €124K
AI recommendation
Acme is a top customer · 7 previous tickets, all resolved in < 4h. If not resolved within 30 min: escalate to CSM (Tobias).
SLA performance · last 12 months
First response time · target < 8h
May
5.2h
Jun
4.4h
Jul
7.2h
Aug
4.8h
Sep
4.0h
Oct
4.4h
Nov
3.8h
Dec
4.2h
Jan
4.0h
Feb
3.6h
Mar
3.8h
Apr
4.2h ★
Avg. response
4.2h
SLA met
98%
CSAT
4.7 ⭐