SLA breach alert: 8 tickets overdue and still open — Ticket #1000023 ("NC 49488572", Salt shark, Freight Issues) — 84.2 days overdue; Ticket #1000245 ("FW: Ref: HL084990", Oricom, Uncategorized) — 19.2 days overdue; Ticket #1000255 ("Did you receive a customer return? Robyn McLean", Aleger Studios, Returns) — 14.2 days overdue; Ticket #1000284 ("NZC 50025826 - Damaged(Fulfilment Plus Ltd - Fre API)", Salt shark, Freight Issues) — 6.2 days overdue; Ticket #1000302 ("Fwd: Re invoice", Coromandel Mountain, Sales Orders) — 2.2 days overdue; Ticket #1000308 ("Parcel Tracking ", Coromandel Mountain, Returns) — 1.2 days overdue; Ticket #1000282 ("HORIZON GLOBAL- Cartage advice- S00007431// Order#PAR-5174/PAR-4889", Flo & Frankie, Freight / Deliveries General) — 1.2 days overdue; Ticket #1000312 ("Order #TZ0066 #TZ0112", Oricom, PO Issues) — 0.2 days overdue.
Total tickets
325
13 Jul 2026 – 21 Oct 2026
Open / Pending
20
8 breached (overdue)
SLA compliance
88.3%
204 met / 231 measurable
Median 1st response time
1.1 hrs
n=236 of 325 tickets tracked
Median resolution time
5.5 hrs
n=305 · 31 outliers flagged
Ticket volume by day (created)
Tickets by category — last 12 months, weekly
Tickets by customer — ordered by total tickets
| Customer | Total | Open / Pending (current) | Closed this month | Avg 1st response time |
|---|
| Oricom |
77 |
4 |
21 |
1.5 hrs (n=58) |
| Purify Me |
60 |
0 |
10 |
9.2 hrs (n=38) |
| Flo & Frankie |
57 |
1 |
12 |
5.3 hrs (n=53) |
| Sikla |
39 |
0 |
8 |
1.8 hrs (n=36) |
| Coromandel Mountain |
13 |
2 |
2 |
1.1 hrs (n=10) |
| Vixxen |
10 |
1 |
7 |
1.5 hrs (n=8) |
| Interior Images |
9 |
1 |
2 |
4.4 hrs (n=9) |
| Aleger Studios |
8 |
2 |
1 |
3.0 hrs (n=7) |
| Gym Equip |
4 |
0 |
1 |
16.5 hrs (n=3) |
| May Eleven |
4 |
0 |
0 |
3.4 hrs (n=2) |
| Salt shark |
4 |
3 |
1 |
2.2 hrs (n=3) |
| Simply Clean |
4 |
0 |
1 |
0.9 hrs (n=1) |
| Ceva Batteries |
2 |
0 |
1 |
14.5 hrs (n=2) |
| Horizon global |
2 |
1 |
0 |
1.8 hrs (n=1) |
| Cargo Plus |
1 |
1 |
0 |
— |
| Freightways |
1 |
0 |
1 |
— |
| Fulfilment Plus |
1 |
0 |
0 |
— |