Customer Service

Reference console for support agents handling live chat, tickets, callbacks and escalations per SquadGoo doc.

Ticket overview

Stats mirror what the doc expects in Customer Service → tickets & support logs.

Total open tickets

128

+14 vs yesterday

Awaiting user reply

Auto reminder in 12h

High priority

Escalated to compliance

Live chat status

Each channel respects 30-day chat window and transcript retention rules.

Quick jobs

Agents online: 5

Users waiting: 3

Average wait: 02:11

Marketplace

Agents online: 3

Users waiting: 1

Average wait: 03:02

Disputes

Agents online: 2

Users waiting: 0

Average wait: 01:15

Callback scheduler

Matches doc's 'Request a call back' with calendar slots and acknowledgements.

09:00 AM - 11:00 AM

Booked 6 / 10

SLA: confirm within 15 minutes of request.

11:00 AM - 01:00 PM

Booked 4 / 10

SLA: confirm within 15 minutes of request.

02:00 PM - 05:00 PM

Booked 8 / 10

SLA: confirm within 15 minutes of request.

Ticket categories & escalations

Documents how support routes tickets into compliance, disputes, or product.

Common categories

Quick job issues (clock, payment requests, cancellations).
Manual offer disputes / acceptance rating appeals.
Marketplace listings, courier delivery complaints.
Badge applications and resume verification updates.

Escalation reasons

Compliance / KYC
Incomplete or suspicious documents, requests for manual verification, ABN/tax disputes.
Dispute mediation
Tickets tied to SG Coin holds, marketplace disputes or quick-job cancellation fines.
Platform bugs
Reported issues forwarded to engineering; track fix ETA and communicate to users.

Policies & retention

Aligns with doc notes on transcripts, notification behaviour and account closures.

Chat transcripts

Policy

Stored for 12 months after the 30-day chat window closes, accessible only to support + disputes per doc.

Callback SLA

Policy

User-selected slot must be acknowledged within 15 minutes.

Ticket lifecycle

Policy

Open → Pending user → Resolved → Archived. Auto-close after 7 days of no response unless escalated.

Support logs & tooling

Use these placeholders for future tables (tickets, callbacks, chat transcripts).

Ticket feed

SUP-771

2h ago

Quick job · TalentMatch HR

Awaiting user

SUP-772

15m ago

Marketplace · Mia Collins

In progress

SUP-773

Yesterday

Referral · Ayesha Khan

Resolved

Transcript retention

CHAT-9901
Expiring soon
Recruiter ↔ Rakesh
Expires 12 Mar, 2025
CHAT-9902
Archived
Mia ↔ Squad Courier
Expires 15 Apr, 2025

SLA trackers

Doc emphasizes timers: 15 min callback acknowledgement, 7 day ticket auto close, 30 day chat expiration.

Callback ACK

Average acknowledgement time today: 07m 12s

Ticket auto-close

16 tickets auto-closed in last 24h (no user response)

Chat expiry watch

42 chat threads hitting the 30-day limit today