Live tickets · SLA tracking · Merchant view
Each merchant in the tracker will be assigned a Merchant Health Score calculated from their support behaviour — factoring in ticket volume, SLA breach rate, escalation frequency, avg resolution time, and recurrence of similar issues. This score will be pushed directly to Planhat as a custom field, keeping CRM health data in sync without any manual updates.
The Merchant View is being rebuilt to match the depth of the CSM View — with one expandable card per merchant showing their full support profile at a glance. Built for pre-call prep, QBRs, and at-risk monitoring.