Customer Service Portal
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0Open
0In Progress
0SLA Overdue
0Resolved
0Total
| Ticket No | Customer | Category | Subject | Priority | Status | Assigned | SLA | Actions |
|---|
Raise New Support Ticket
1
Customer & Linked Records
Customer Name *
Mobile *
Sample Ref
Report No
Payment Ref
Channel
2
Issue Details
Category *
Priority *
Subject *
Description *
3
Assignment
Assign To
Internal Note
Refund Requests
0Pending
0Under Review
0Approved
₹0Total Exposure
| Ref | Ticket | Customer | Sample | Requested ₹ | Approved ₹ | Reason | Status | Actions |
|---|
Appointment Management
| Ref | Type | Customer | District | Date | Slot | Operator | Status | Actions |
|---|
Report Amendments — Update / Cancel / Reinitiate
✏ Update
❌ Cancel
🔄 Reinitiate
📋 History
Search for a report. Only field corrections are permitted after NABL sign-off. Lab results cannot be changed.
⚠ Cancelling a report is irreversible without reinitiation. The report will be marked VOID. If the customer paid, a refund will be auto-suggested.
Reinitiation creates a new appointment for re-sampling. The original report is linked as superseded. A new report number is issued after the re-test.
| Ref | Type | Report No | Sample | Requested By | Reason | Status | Date |
|---|
CS Manager Dashboard
0Open Tickets
0%SLA Breach Rate
0hAvg Resolution
₹0Refund Exposure
—Avg CSAT
Tickets by Category
Agent Workload
Refund Status
Admin — Agent Management & SLA Config
Agent management and SLA configuration. Changes take effect immediately.
| Agent ID | Name | Role | Open | SLA Breach % | Status |
|---|
SLA Configuration
| Priority | SLA Hours | Auto-escalate After |
|---|---|---|
| URGENT | 4h | 2h |
| HIGH | 24h | 18h |
| MEDIUM | 48h | 36h |
| LOW | 72h | 60h |