any member can raise a ticket to any member — teams filter, they do not gate
Any member can raise a ticket to any member, and tickets also arrive by email — an inbound mail to the ticketing address is auto-converted, keeping the sender as the raiser and the thread as the first comment. The SLA is configurable per category under Settings; on breach the ticket auto-escalates one level and stays in this queue rather than closing itself.
| Ticket | Subject | From → To | Linked to | Raised | SLA due | Priority | Status | |
|---|---|---|---|---|---|---|---|---|
| TKT-2026-0341 | Need vendor invoice copy for customsCSB filing blocked without it | Dispatch (D. Shah) → Purchase (Mahesh T) | 403-9312876-7712345 | 23 Jul 14:00 | 24 Jul 14:00 | High | SLA breached — escalated | |
| TKT-2026-0344 | Confirm partial dispatch or return5 procured, 3 damaged in transit — need CS decision | QC (S. Patil) → CS (A. Khan) | 406-7712009-3312765 | 24 Jul 16:40 | 26 Jul 16:40 | High | Awaiting response | |
| TKT-2026-0347 | Update listing image — QC mismatch flaggedQC ↔ Cataloging loop (WhatsApp notified) | QC (R. Nair) → Cataloging (P. Iyer) | INZ_B0STAT8821 | 25 Jul 09:20 | 27 Jul 09:20 | Normal | In progress | |
| TKT-2026-0348 | GST mismatch on vendor invoice PB/2026/4471raised via email — auto-converted | Accounts (N. Gupta) → Purchase (Mahesh T) | PO-IN-88437 | 25 Jul 11:05 | 28 Jul 11:05 | Normal | Open |
Showing 4 of 19 open tickets · 3 past SLA
A breached ticket escalates one level and stays open — nothing here auto-closes
Tickets waiting on you. The SLA clock runs against the response, not the resolution — answering moves it out of this queue even when the underlying work continues, which is what keeps the QC ↔ Cataloging loop from stalling on a ticket nobody has acknowledged.
| Ticket | Subject | From | SLA due | Priority | Status | |
|---|---|---|---|---|---|---|
| TKT-2026-0344 | Confirm partial dispatch or return | QC (S. Patil) | 26 Jul 16:40 | High | Awaiting my response | |
| TKT-2026-0332 | Approve discount plan for expiring hampers | Inventory (V. Rao) | 27 Jul 12:00 | Normal | Open |
Showing 2 of 4 assigned to me · 1 due today
Responding stops the SLA clock; the ticket stays open until the raiser or the owner closes it
Tickets you have raised, whoever they landed on. A raiser keeps visibility for the life of the ticket and is notified on every state change — the same trail the audit report reads, so a request can never be quietly dropped by the receiving team.
| Ticket | Subject | To | Raised | Status | |
|---|---|---|---|---|---|
| TKT-2026-0339 | Need SG Express API sandbox credentials | IT (K. Verma) | 22 Jul | In progress | |
| TKT-2026-0327 | Blacklist request — seller "QuickDealsFZ" | Purchase (team lead) | 20 Jul | Resolved — blacklisted |
Showing 2 of 6 raised by me
A resolved ticket stays visible to its raiser — closing is the receiving team's action, reopening is the raiser's
The resolution log. Time to resolve is measured from raise to close, not from the first response, which is why it reads longer than the SLA figures above — the SLA governs the reply and this governs the outcome. Both are exported to the audit trail.
| Ticket | Subject | From → To | Resolved | Time to resolve | Outcome |
|---|---|---|---|---|---|
| TKT-2026-0327 | Blacklist request — seller "QuickDealsFZ" | Purchase → Team lead | 21 Jul | 18h | Actioned |
| TKT-2026-0319 | Rack relabeling — Marol R-09 | Warehouse → IT | 19 Jul | 4h | Actioned |
Showing 2 of 42 resolved this week · median 9h to resolve
Closed tickets are immutable — a reopen creates a linked successor rather than editing the original