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Store Support
ShadowPOS internal · Support team
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No conversations here.
Knowledge base
Knowledge base{{ art.category }}
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SLA Dashboard
All channels · Targets: first response 15m (Pro) / 1h (Growth, Starter), resolution 8h
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Created vs resolved
Created
Resolved
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SLA by priority
Priority
FRT
Resolve
SLA met
Breaches
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Agent performance
Medians · {{ rangeLabel }}
Agent
Open now
Resolved
First resp.
Resolution
SLA met
CSAT
Beta-assisted
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Resolutions by channel
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Count resolved · median resolution time
Awaiting first response
Live from inbox
Every open ticket has a first response.
Team & Routing
Schedules, round robin and per-agent Discord bots
Round robin inbox
New Email and In-app chat tickets are assigned in turn to on-shift agents who have round robin on. Discord tickets stay in the store's channel until an agent claims them.
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Channel rules
Email, Discord and in-app chat arrive in realtime.
Replies always go back on the channel they came from. Email and chat never post to Discord.
Each store has a private support channel. All store users with Support permission are added by default.
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Schedule
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