The agent workplace: queue, SLA and service context in one window
A ticket is attached to a server, priority follows the client package, and there are exactly four states. The agent never switches systems: billing, panel and the conversation live on one screen.
client #123414:02 Four states and nothing else
The ticket state defines who makes the next step. Transitions are recorded in the history; priority is never changed by hand.
The support team's move. The SLA timer runs and the ticket appears in the Burning and Overdue groups.
The client's move, the timer is paused. Auto-close after a defined number of days without a reply.
Waiting for a third party: data centre, registrar, payment provider. A reason and a date are mandatory.
The resolution is recorded and the client can rate it. A follow-up opens a new ticket linked to the old one.
The agent shift and quality points
The agent sees the shift in points, not money: points are earned for tickets closed within SLA, client ratings and first-reply resolutions. How points convert into a bonus is up to the provider - the rules live in the settings.
What the agent sees
Personal data is masked by default. Revealing it is a separate action recorded in the access log - a GDPR requirement, not an option.
The client sees the agent as Delta or Gamma. Real names and photos are never shown.
Contacts and payment details are hidden. Revealing them requires an action and leaves a record.
Viewing, exporting and changing client data is recorded with the agent, the time and the object.
A first-line agent does not see financial operations; a billing operator does not see conversations without an assignment.
A mass problem becomes an incident: tickets are linked and clients receive a single notification.
The client rates the resolution; the rating is tied to the agent and feeds the shift points.