GoKwik — Merchant Care Tracker
Live tickets · SLA tracking · Merchant view
↻ Refresh
↓ CSV
↓ Monthly Excel
☰ All Tickets
🏪 Merchant View
📊 Reports
📋 Summary
👤 Agents
📄 Upload Excel
⚙ Admin
Total Open
—
Escalated
—
Pending
—
Unassigned
—
⚠ SLA Breached
—
Avg Age (hrs)
—
CSM Tagged
—
SLA (biz hrs 9am-6pm):
⬤ Urgent: 1h FR / 8h res
⬤ High: 2h FR / 24h res
⬤ Medium: 8h FR / 72h res
⬤ Low: 12h FR / 96h res
⚠ = breach
Search
All agents
All merchants
All priorities
Urgent
High
Medium
Low
All types
STATUS FILTERS:
Escalated
Pending
Open
Resolved
Unassigned
⚠ SLA Breach
TICKET #
MERCHANT
ISSUE
AGENT
CSM
GROUP
SUBMITTER
AGE
AGING
STATUS
SLA
Sort: Total
Escalated
SLA Breach
A-Z
↓ CSV
MERCHANT
TOTAL
OPEN
ESCALATED
UNASSIGNED
BREACH
LATEST ISSUE
TICKETS
PERIOD:
Last 30d
Last 60d
Last 90d (QTR)
All loaded
↓ Download All
🏪 Merchant
👤 Agent
💼 CSM
📋 Summary
Total
SLA Breach
A-Z
↓ CSV
✕
Total
SLA Breach
A-Z
↓ CSV
✕
Total
SLA Breach
A-Z
↓ CSV
✕
↓ Merchant
↓ Agent
↓ CSM
↓ All
—
↓ Export
👤 By Agent
🏪 By Merchant
💼 By Group
👤 CSM Open Tickets
Morning view — click CSM to expand tickets
All groups
Sort: Open tickets
Total tickets
SLA breach
Avg aging
A-Z name
↓ CSV
📄
Upload Ticket Export
Upload a CSV or Excel file exported from Freshdesk to visualise historical data
📄 Choose File
TOP AGENTS
TOP MERCHANTS
↓ CSV
⚙ Admin Console
User management & adoption tracking
↓ Export CSV
↻ Refresh
↺ Reset Defaults
✓ Saved
📈 Adoption Overview
+ Add New User
Full Name
UID (username)
Role
CSM
Admin
Password
Gate Token
(from Worker — same for all)
Save User
Clear
👥 All Users
All roles
Admin
CSM
⚠ Session-only — login counts reset on page refresh. To make changes permanent, update USER_REGISTRY in the HTML source.
🔒
GoKwik Merchant Tracker
Internal tool — GoKwik team only
📅 Load tickets for period
From
To
7 days
15 days
30 days
60 days
90 days
⚠ Longer periods use more API calls (400/hr limit)
Load Tracker
Incorrect password.
Contact Jiten for access ·
Admin
⚙ Admin Console
Manage users, roles & track adoption
×
Admin Password
Access Admin Console
Incorrect admin password.
+ Add / Update User
Name
UID (username)
Role
CSM
Admin
Password
Gate Token
Save User
👥 Users & Adoption
↓ Export User Report
Changes are stored in this browser session. To make permanent, update TOKEN_MAP in the HTML.