15
Open
Needs attention
8
In Progress
Being handled
342
Resolved
94%
16 min
Avg. Response
-3 min vs last week
67%
AI Handled
Auto-resolved
4.6
CSAT Score
+0.2
AI Analysis - Ticket #TK-365
Summary
Customer is asking about cancellation and refund policy for a booking made 2 days ago. The service is scheduled for next week. Per policy, cancellations more than 24 hours before service are eligible for full refund.
Category Detected
Cancellation & Refund
Policy Inquiry
Suggested Response
"Thank you for reaching out. Since your booking is more than 24 hours away, you are eligible for a full refund. I can process the cancellation and refund right away. The amount will be returned to your WASLA Wallet within 1-3 business days. Would you like me to proceed?"
Agent Workload
RA
Rania Ahmed
Senior Support Agent
6
Active
89
Resolved
Avg 12 min
Response time
OH
Omar Hassan
Support Agent
5
Active
72
Resolved
Avg 15 min
Response time
LS
Layla Salem
Junior Support Agent
4
Active
45
Resolved
Avg 22 min
Response time
All Tickets
| Ticket ID | Subject | User | Category | Priority | Status | Assigned | Last Update |
|---|---|---|---|---|---|---|---|
| #TK-365 | How to cancel my booking? | Fatimah A. | Cancellation | Medium | Open | Rania A. | 5 min ago |
| #TK-364 | Payment failed but amount deducted | Khalid H. | Payment | High | In Progress | Omar H. | 22 min ago |
| #TK-363 | Provider did not arrive on time | Sara O. | Service | Medium | In Progress | Layla S. | 1 hr ago |
| #TK-362 | How do I update my phone number? | Ahmad M. | Account | Low | Open | -- | 2 hrs ago |
| #TK-361 | Request for invoice/receipt | Noura H. | Billing | Low | Resolved | Rania A. | 4 hrs ago |
| #TK-360 | App crashes on booking screen | Mohammed R. | Technical | High | Open | -- | 5 hrs ago |
Ticket Sources
Mobile App
45%
WhatsApp
28%
Website
18%
Email
9%
Response Templates
| Template Name | Category | Usage Count | Last Used | Actions |
|---|---|---|---|---|
| Cancellation & Refund | Cancellation | 89 | 5 min ago | |
| Payment Failed Resolution | Payment | 67 | 22 min ago | |
| Provider No-Show Apology | Service | 45 | 1 hr ago | |
| Account Update Guide | Account | 34 | 3 hrs ago |