Apeiro · NSD

Keep every issue moving.

One clear workspace for tickets raised through the CRM and WhatsApp, from first report to resolution — backed by a real API and database.

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Every channel, one queueCRM tickets and WhatsApp intake land in the same place.
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SLA targets you can seeAging and breached tickets are flagged automatically.
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Reports without the spreadsheetWeekly and daily summaries, ready to export.
Apeiro

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API-backed workspaceNSD / 01
Ticket Hub
APEIRO · NSD
Ticket Hub
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Dashboard

One place for every issue raised — through the CRM or WhatsApp — so status is visible to agents, managers and the director without a manual sweep.

Daily & cumulative trend

By status

🏆 Top agents

Aging open tickets — pending or in progress, escalated 2+ days ago View all →

By channel

By priority

Top issue types — last 30 days

SLA status — open tickets

Movers — this period vs the one before it

IssueThis periodBeforeChange

Top overdue issues — past SLA target, still open

IssueCount

All tickets

Every ticket, whichever channel it came from. Update status and add resolution notes here — that note is what tells a manager the issue was actually closed.

Saved views

Ticket #DateSourceProduct / ServiceIssueTeamAgentPriorityStatus
No tickets match these filtersTry clearing filters, or log a new ticket.

Bulk Resolve

Find tickets that share the exact same issue text — a repeated outage, a bulk import, the same WhatsApp report from many facilities — and resolve them all with one note instead of one at a time.

Repeated issues

IssueTicketsAction
No repeated issues foundAdjust the date range or status filter, or check back once more tickets come in.

Tickets in this group

Ticket #DateTeamAgentStatus

Apply to selected tickets

WhatsApp Issues

Facility issues reported over WhatsApp through the SHA Issue Report Google Form. Sync it here and every new response becomes a ticket, visible to the full team.

Dropbox Screenshots

Form responses

Ticket refTimestampReporterPhoneFacilityLevel PatientIssueEmailFIDStatus
No responses yetClick "Sync from Google Form" once a facility submits the form.

Settings

Adjust this ticket hub for the way you work. Appearance is saved on this device; SLA targets, users and permissions are saved for the whole workspace.

Appearance

ThemeChoose how the workspace looks.
Compact layoutUse tighter spacing in tables and cards.
Personal accentChoose your own CRM colour, or reset to the workspace default.

SLA targets

Hours to resolve a ticket, counted from the date it was escalated, by priority. A ticket is flagged "At risk" once less than a quarter of its target window is left.

High priorityTarget hours to resolve.
Medium priorityTarget hours to resolve.
Low priorityTarget hours to resolve.

Users

Add users and switch them off when they are away. Away users stay saved but do not appear as ticket agents. Sign-in is matched to a user's work email; their role controls what they can access. Set a password now, or leave it blank and they'll choose their own the first time they sign in.

ProfileEmailRoleDuty status
No users added yet.

Roles & permissions

Administrators always have full access, so it isn't editable here. Choose what Agents and Managers can do — changes apply immediately for everyone signed in with that role.

PermissionAgentManagerAdministrator

API keys

Create a key to let another system (a WhatsApp gateway, the old Taifa Care portal, a monitoring tool) create or update tickets through /api/integrations/tickets without a user login. The full key is shown once, right after you create it — copy it then.

Copy this now — it won't be shown again:

NameStatusCreatedLast used
No API keys yet.

Backup

Everything in the workspace — tickets, users, chat, settings — lives in one file. Download a full copy before any risky change.

Download full backupA complete, restorable snapshot of the database as it is right now.

Danger zone

Irreversible. There is no undo — download a backup first if you're not certain.

Delete all ticketsPermanently removes every ticket in the workspace. Users, chat, settings and API keys are not affected.

Team chat

Send direct messages to users who are currently on duty.

Sharing ticket

CBTS escalation

Escalate an issue to CBTS. Escalations are queued here — see the note below for what's needed to push them through automatically.

Not yet connected to CBTS's API. Escalations raised here are tracked in this workspace with status "Queued" until CBTS's endpoint, auth method and payload format are provided.

Uploaded to CBTS right after the escalation is created — only works if CBTS's API is connected (see note above).

Escalations

DateTitleRaised byCategorySeverityPriorityNSD ticketAssigneeStatusAction
No escalations yetRaised escalations will show up here.

Weekly report

Filter the exact period you want — all the numbers, rankings and period-over-period comparisons your Sunday report needs, computed instantly from live ticket data instead of a manual Excel copy-paste.

Pick a period and click LoadDefaults to the current Mon–Sun week — set your own From/To for any custom range.

Daily breakdown

DayTotalResolvedPendingRate

Backlog — as of week end

Top overdue issueCount

Top issues this week — top 10, with last week for comparison

#IssueCount%Last weekChange

Biggest movers — worsened / improved

Support tools

Quick lookups and checkers for SHA / benefit workflows — paste data in, get an answer, no spreadsheet required.

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Patient Record Checker
SHA · CR — Member Records
LIVE

📋 Paste Patient JSON

Paste a SHA CR API response to visualize the patient record.

JSON input
Paste the raw SHA CR API JSON. Format is auto-detected — full API response, a single patient object, or an array.
← ←
🏥

No record loaded

Paste a SHA patient JSON response in the panel on the left and click Visualize to see the full record breakdown.

🛡️
Coverage Checker
SHIF · UHC — Policy Validation
LIVE

📋 Paste JSON

Paste the coverage API response — it auto-renders as you paste.

Paste the raw Livia POMSF or TSC/SHA API response. Format is auto-detected.
🛡️

No coverage data yet

Paste a coverage check JSON on the left — it will render here instantly.

📋
Benefit Matrix Checker
BENEFIT · MATRIX — Tariffs & Rules
LIVE
Paste SHA portal data into the tabs below. Every SHA code is looked up in the benefit matrix — tariff, gender, facility, combination rules — and failures are explained in plain language.
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Paste SHA Portal Data
Three tabs — paste each block from the SHA portal into the matching tab
Patient History Table
Adjudication Logs — paste ALL sections here
Include SYS: notes and decline reasons — these are mapped to benefit matrix rules.
Intervention Code — paste row or just type the code
Any SHA code found here will be looked up in the benefit matrix — tariff, rules, fund, pre-auth requirement.
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Benefit Tools
Calculators & rule checkers based on the SHA benefit matrix
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Enter two or more SHA codes to check if they can be combined in the same claim. Separate with commas or spaces.
After any surgical procedure, a global period applies during which no new surgical claims should be submitted for the same episode.
Pre-authorizations expire 7 days after the approval date if the service has not been utilized. Enter the approval date to check validity.
Per-diem rates vary by facility level. Enter the code, facility level, and number of days to estimate the claim value.
When two or more surgical procedures are performed simultaneously, the primary procedure is reimbursed at 100% and additional procedures at 50% of the tariff.
SHA-06 Hematology & Oncology is ECCIF-funded. The annual limit is 400,000 KES per member. Some codes access SHIF first then transition to ECCIF.
🚫 SHA System Decline Reason(s)
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Code Combination Analysis
Are the codes in this claim allowed to be used together?
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Rule Analysis & Explanations
Why each check failed and what to do about it
🗄 Benefit Matrix Lookup — codes found in pasted data
🔣 Intervention Code Details
🛡 —
🪙 Fund Utilization
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Adjudication Checks
Rule-by-rule evaluation
ParameterRuleActual ValueResult
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Parsed Claim Lines
Rows from Patient History tab
#Claim No.TypeSHA CodeProviderDateStatusAmount
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How It Works
Priority order
🗄 Benefit Matrix
Every SHA code is looked up in the benefit matrix — tariff, gender, age limit, facility levels, pre-auth, fund allocation.
🔗 Combination Rules
ALONE codes (SHA-05, SHA-06, SHA-09, SHA-10, SHA-12, SHA-18) cannot mix with other packages in the same claim.
⚠ Priority 1: SHA System Results
When the Adjudication Details table is pasted, those exact PASS/FAIL values from SHA are used directly.
🪙 Annual Fund Limits
SHIF: 400,000 KES / year
ECCIF: 400,000 KES / year
🎗 SHA-06 Oncology (ECCIF)
400,000 KES / year
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SHA Prefix → Fund
PrefixFund
SHA-01–05SHIF
SHA-06ECCIF
SHA-07SHIF
SHA-08SHIF
SHA-09SHIF
SHA-10ECCIF
SHA-12SHIF
SHA-13SHIF
SHA-16ECCIF
SHA-18SHIF
SHA-19SHIF
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Negotiated Rates
GOK · SHA/PMF Facility Negotiated Tariffs
LIVE
Search
Facility Levels
Category
Data compiled from the GoK Level 3/4/5 Hospitals rate sheets. Blank cells mean the level has no negotiated tariff on file for that intervention.
Negotiated Tariffs

No matching interventions

Try a different search term or clear the category filter.

Facility Search

No facility selected

Search for a facility by name or FID on the left, then pick it from the list to see its negotiated rates.

NSD-0000

Ticket

Request ID: —
Issue
Original remarks
CBTS escalation

Escalation

Description
Resolved in CBTS
Attachments

This escalation hasn't been pushed to CBTS yet, so there's nowhere to attach a file.

Edit user