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
| Issue | This period | Before | Change |
|---|
Top overdue issues — past SLA target, still open
| Issue | Count |
|---|
| Ticket # | Date | Source | Product / Service | Issue | Team | Agent | Priority | Status |
|---|
Resolve all open tickets
Closes every ticket that is not already resolved. You will confirm the count and add one resolution note for the audit history.
Repeated issues
| Issue | Tickets | Action |
|---|
Form responses
| Ticket ref | Timestamp | Reporter | Phone | Facility | Level | Patient | Issue | FID | Status |
|---|
API connection
Enter the API URL, ticket endpoint and authentication details from Safaricom's API documentation. Credentials are stored encrypted on the server. Imported tickets are saved in this workspace and deduplicated by ticket ID.
Not configured.
Appearance
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.
Email alerts
Choose which automatic SLA email alerts the team receives. Disabled alert types are recorded silently so switching them back on will not send a backlog.
Users
Add users and switch them off when they are away. Roles set normal access; use each person's Tab access button to set individual tabs and actions, or reset them to role defaults. Set a password now, or leave it blank and they'll choose their own the first time they sign in.
| Profile | Role | Duty status |
|---|
Roles & permissions
Administrators always have full access, so it isn't editable here. Choose what Agents, Managers and HR users can do — changes apply immediately for everyone signed in with that role.
| Permission | Agent | Manager | HR | Administrator |
|---|
API keys
Create a key to let another system (a WhatsApp gateway, 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.
| Name | Status | Created | Last used |
|---|
Backup
Everything in the workspace — tickets, users, chat, settings — lives in one file. Download a full copy before any risky change.
Danger zone
Irreversible. There is no undo — download a backup first if you're not certain.
Escalations
| Date | Title | Raised by | Category | Severity | Priority | NSD ticket | Assignee | Status |
|---|