Tickets
Every learner and client request in one queue: access, payment, certificates, schedule changes and technical problems, each with an owner and a response deadline.
Open tickets
Breached or due within 2 hours
1 already past its deadline
Median first response, 7 days
38 min
target 2 working hours
Solved with an AI-suggested reply
46%
agent edited the text in 1 of 3
| Ticket | Requester | Topic | Priority | SLA timer | Assignee | Status | Channel | Updated |
|---|
Tickets by topic, 30 days
Access questions peak in the two days before a batch starts. Upcoming batches
Pattern this week. 7 tickets ask how to join the B31.3 virtual classroom on 18 Oct. The joining instructions email goes out on 15 Oct. Sending it today would likely remove most of these. Move the send date · Open the article
Missing article. 9 questions in 30 days ask for a company letter confirming CEU hours and no help article answers it. Review gaps
Team load
SLA policy
Escalation alerts| Priority | First response | Resolution |
|---|---|---|
| Urgent Cannot join a live session | 15 minutes | 2 hours |
| High Payment taken, no access | 1 hour | 1 working day |
| Normal Certificates, invoices | 2 hours | 2 working days |
| Low General questions | 1 working day | 5 working days |
Working hours Sunday to Thursday, 09:00 to 18:00 Cairo time. Urgent tickets during live sessions page the session host.