Support - Quasar HQ

Case Volume

Last 14 days

Opened vs Resolved

Per day, last 14 days

Open RMAs

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Team Performance

This MonthView performance →

Feedback · last 30 days

Needs attention

My Work

Type

Priority

Status

Channel

	Case ID	Customer	Product	Type	Priority	Channel	Status	Assignee	Age

0 cases

Restricted roles are enforced server-side: a Support Tech can view and update a case but cannot insert; money outcomes (refund, credit, replacement) are gated to management. The case status machine and SLA clock are server-owned.

Coverage Stage Decision Warranty

	Ref	Customer	Product	Reason	Stage	Decision	Warranty	Age

0 RMAs

Note - an authorised return lands at the warehouse 5S Yellow (QC hold), never available. Inspection, then a replace / refund / repair decision; the money outcome is gated to management and executed as a separate, deliberate step. Receipt and inspection emit audit events.

1

CaseThe customer thread and their CASE reference. Website submissions arrive here first.

2

Warranty claim (RMA)The unit assessment, cover determination, review and money outcome.

3

CAPAA confirmed failed assessment can raise a linked quality action, mastered in Compliance until effective.

Warranty Claims

Formal claim record = RMA; period counts use the loaded register windowView all →

Claim	Customer	Product	Fault Category	Advisory Cover	Determination	Review	Stage	Outcome	CAPA

Warranty Intake

Warranty Cases and their explicitly linked RMA claimsView all →

Case	Customer	Product	Received	Status	Claim

Linked CAPA

Quality actions linked from warranty claimsView all →

CAPA	Claim	Product	Trigger	Status	Raised

Current-Month Fault Report

Product	Fault Category	Claims	Covered / Approved	Chargeable / Not Covered	Decision Pending	Reviewed	CAPAs

The case is the customer's problem, the RMA is the unit's warranty claim, and the CAPA is the process problem. Cover is advisory; the controlled determination, independent review and final warranty decision are reported separately. Bench records created before a canonical fault category show as Unclassified. Open records are retained regardless of age; period lists and CSV include the closed history in Support's current recent-record window. Money outcomes stay on the RMA; CAPA investigation stays in Compliance.

Support Calendar

Open - AI may propose Blocked - closed to AI booking Critical (capped per day) AIBooked or moved by the phone agent

Proposed & Pending

0

Pending requests

AI Proposed

Pending: a customer asked for a callback (support-case-act) - drag onto a slot or press Book. AI Proposed: drafted by the phone agent for slots inside the rules - Accept places the call (same gate as a drag / the server rule); Decline logs a reason. Bookings that break a rule land in Needs Review below.

Needs Review

0Exceptions only - standard AI bookings go straight to the calendar with the AI badge

One calendar, many views: these appointments live on the master schedule - Operations and each tech's personal view read the same entries. Grey time is unavailable and never offered by the AI phone agent; critical calls are capped per day (2, configurable - D-SUP2). Drag a card to any open slot to reschedule; every move is noted with who made it. Click a card to open its case; the kebab edits the booking. Backend gates + audit live in support-callflow-act (HQ-274 phase 2).

Support Dashboard