GoKwik — Merchant Care Tracker
Live tickets · SLA tracking · Merchant view
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GoKwik Merchant Tracker
Internal tool — GoKwik team only
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📋 All Tickets
🏪 Merchant View
📊 Reports
Total open
—
Escalated
—
Pending
—
Unassigned
—
⚠ SLA Breached
—
Avg age (hrs)
—
CSM Matched
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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
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All agents
All merchants
All priorities
🔴 Urgent
🟠 High
🟡 Medium
⚪ Low
All types
STATUS FILTERS (select multiple):
Escalated
Pending
Open
Resolved
Unassigned
⚠ SLA Breach
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SORT:
Oldest first
Unassigned longest
A–Z merchant
SLA worst first
TICKET #
MERCHANT
ISSUE
AGENT
CSM/GROUP
AGE
STATUS
SLA
ATTACH
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A–Z name
Most tickets
Most escalated
Most SLA breach
A–Z name
MERCHANT
TOTAL
OPEN
ESCALATED
UNASSIGNED
SLA BREACH
LATEST ISSUE
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📅 Date Range:
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To:
Last 7 days
Last 30 days
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🏪 Merchant
👤 Agent
💼 CSM/Group
📋 Full Summary
Total
SLA Breach
Unresolved
A-Z
↓ CSV
Total
SLA Breach
Resolved
A-Z
↓ CSV
Total
SLA Breach
Unassigned
A-Z
↓ CSV
↓ Merchant
↓ Agent
↓ CSM
↓ All