Good day
Here’s your ticket queue and team activity.
selected range
SLA health
Open ticketsTickets currently within their response target
My tickets
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| Ticket # | Date | Source | Product / Service | Issue | Team | Agent | Priority | Status | Actions |
|---|
Include a header row when possible. Imports create new tickets; review the preview before confirming.
Resolve all open tickets
Closes every ticket that is not already resolved. You will confirm the count and add one resolution note for the audit history.
Repeated issues
| Issue | Tickets | Action |
|---|
At a glance
Choose any metric to see the matching escalations below, including zero-count metrics.
Escalations by status
Delay ageing
active escalationsWorkload by accountable
active escalationsBy escalation type
active and closedTop 10 most overdue escalations
| No | Issue raised | Priority | Escalation type | Accountable | Responsible | Status | Committed | Days delayed |
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Form responses
| Ticket ref | Timestamp | Reporter | Phone | Facility | Level | Patient | Issue | FID | Status |
|---|
API connection
Enter the API URL, ticket endpoint and authentication details from Safaricom's API documentation. Credentials are stored encrypted on the server. Imported tickets are saved in this workspace and deduplicated by ticket ID.
Not configured.
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| Key | Original | Live now | New text | Last edit |
|---|
System status
Live server, database and integration health — visible to administrators only.
Process memory over time (RSS and Node heap, MB)
Connected services
System logs
Search covers the latest 500 retained system events and all matching ticket records, including IDs, references, names, phone numbers and ticket details.
Work schedule
One clear view of the week ahead. Find your shifts, check team coverage, or build a new roster.
Appearance
Change password
Choose a password you prefer. Passwords must be at least 6 characters.
Performance
If pages feel slow to load or out of date, this clears whatever this device has cached and reloads a fresh copy. It doesn't touch your account, saved views or anyone else's data.
Email notifications
These are personal: they only affect the emails sent to you.
SLA targets
Hours to resolve a ticket, counted from the date it was escalated, by priority. A ticket is flagged "At risk" once less than a quarter of its target window is left.
Email alerts
Choose which automatic SLA email alerts the team receives. Disabled alert types are recorded silently so switching them back on will not send a backlog.
Users
Add users and switch them off when they are away. Set a password now, or leave it blank and we'll email them a secure link to set one.
| Profile | Role | Apeiro access | Duty status |
|---|
Roles & permissions
Administrators always have full access, so it isn't editable here. Choose what Agents, Managers and HR users can do — changes apply immediately for everyone signed in with that role.
| Permission | Agent | Manager | Non-Agent | HR | Administrator |
|---|
API keys
Create a key to let another system (a WhatsApp gateway, a monitoring tool) create or update tickets through /api/integrations/tickets without a user login. The full key is shown once, right after you create it — copy it then.
| Name | Access | Status | Created | Last used |
|---|
Backup
Everything in the workspace — tickets, users, chat, settings — lives in one file. Download a full copy before any risky change.
Danger zone
Irreversible. There is no undo — download a backup first if you're not certain.
CBTS at a glance
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Escalations
| Date | Title | Raised by | Category | Severity | Priority | Request / ticket | Assignee | Status |
|---|
Executive reports
Pick a period to see volume, speed, SLA and workload in one place.