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Support Dashboard

Cases, returns and warranty at a glance.
This year
All Cases

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 IDCustomerProductSerialTypePriorityChannelStatusAssigneeAgeSLA
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
RMA-IDCustomerProductSerialReasonStageDecisionWarrantyAge
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.

Warranty Coverage

Updated just nowView all coverage →
SerialProductCustomerSale DateTermExpiryStatus

Registrations

Incoming web warranty registrationsView all →
Reg IDProductSerialRegisteredStatus

Claims

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Claim IDSerialRaisedDecisionCost
Warranty cover is calculated from the serial's point-of-sale date plus its term; an override is logged with a reason. A web registration is verified against a shipped serial before it counts. Claim approvals (cost to company) are a management decision.

Support Calendar

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

AI Proposed

0
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).
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