Service · 2 hour first-reply SLA

Support Inbox

Every rider and driver conversation in one queue, with the SLA clock visible on each one.

Open68

Past SLA9

Median first reply24m

CSAT4.42

Open tickets

4.2%vs last week

Median first reply

24m

18.4%vs last week

Target 2 hours

Past SLA

12.5%vs last week

CSAT

4.42 / 5

2.6%vs last week

1,204 responses this month

Ticket volume

Opened by rider and driver against tickets solved

Weekend volume outruns resolution capacity — Saturday opened 368 tickets against 268 solved. That backlog is where Monday's SLA breaches come from.

Tickets by category this month

1,457Tickets

Rider and driver conversations awaiting a reply

4 shown

Ticket	Requester	Category	Priority	Assignee	Opened	First reply	Msgs	Status
Charged twice for the same airport ride T-99412	TLTobias LundRider	Billing	Urgent	Lena Vogt	1h ago	12m	4	Open
Payout failed — bank rejected the transfer T-99411	CNChidi NwosuDriver	Payouts	High	Marco Ruiz	2h ago	38m	3	Open
Left a laptop bag in the vehicle T-99408	CDCamille DuarteRider	Lost item	High	Lena Vogt	6h ago	21m	8	Open
Request to delete my account and data T-99405	GAGrace AdeyemiRider	Privacy	Normal	Lena Vogt	2 days ago	3h 40m SLA breached	2	Open

Showing 1–4 of 68

… 6

Canned responses ranked by use and satisfaction

Macro	Uses 30d	CSAT
Fare adjusted — route deviation	412	4.5
Lost item — driver contacted	388	4.2
Promo did not apply — credit issued	344	4.7
Payout retry initiated	210	4.4
Document rejected — resubmit guide	188	4.1

Agent workload and quality this week

Agent	Assigned	Solved	Median reply	CSAT
DKDana KirschSupport	42	38	18m	4.6
MRMarco RuizSupport	51	44	24m	4.4
LVLena VogtSupport	48	41	31m	4.3