The support monitoring dashboard
Navigate to Support → Overview to see your program-wide support health at a glance:- All open tickets across every agent, sorted by age
- Overdue tickets grouped by agent, with time-since-due highlighted
- SLA health score — the percentage of tickets that received a first response within your defined window
- Agent response time averages per agent over the last 7, 30, and 90 days
- Tickets awaiting escalation that have been flagged by customers or by automated SLA rules
- Recent agent ratings submitted by customers after ticket resolution
Configuring your SLA
Your SLA defines the maximum time an agent may take before responding to a new support ticket. Set it under Program Settings → Support → SLA configuration.| SLA tier | First response window | Recommended for |
|---|---|---|
| Urgent | 2 hours | High-touch plans, enterprise customers, or critical product categories |
| Standard | 12 hours | Most business-grade SaaS programs |
| Extended | 24 hours | Self-serve or lower-touch customer tiers |
What triggers an overdue alert
An overdue alert fires when an agent has not sent a first response to a new ticket before the SLA window expires. When this happens:- The ticket is marked Overdue in both your dashboard and the agent’s workspace.
- The agent receives an in-platform notification and (if configured) an email alert.
- You receive a notification under Support → Overdue alerts.
- If the ticket remains unresponded for a second threshold (typically 2× the SLA window), it is automatically escalated for your review.
Intervening in a support thread
You can read any open ticket at any time from your monitoring dashboard. When an agent’s response is inadequate, missing, or potentially harmful, you have the option to intervene directly.Open the ticket
From Support → All tickets, click any ticket to open the full conversation thread, including timestamps, agent responses, and any attachments.
Send an internal note
Use the Internal note field to send a private message visible only to the agent. Use this to correct a misunderstanding, provide guidance, or ask the agent to clarify their response before continuing.
Take over the conversation
Click Intervene to step into the thread yourself. The customer sees a seamless continuation of the conversation; the agent is notified that you have taken over. Use this when the situation requires immediate, authoritative response from your team.
Reassigning a customer
If you no longer want a specific agent handling a customer — whether because of a performance concern, a support suspension, or a customer’s preference — you can reassign the customer at any time. To reassign to another agent: Go to the customer’s record, click Reassign agent, and select an active, support-eligible agent from the list. The new agent receives a notification, and the customer’s full conversation history is transferred. To move to your internal team: Select Move to internal support. This removes the customer from any agent’s workspace and routes all future tickets to your own support queue. The agent’s support commission for this customer stops accruing from the reassignment date. Their referral and recurring commissions are not affected.Rating agents after ticket resolution
After closing a ticket, you can submit a business-side rating for the agent’s handling of the interaction. Ratings are separate from the customer’s own feedback and give you a direct quality signal that is weighted in the agent’s performance score. You can also view and respond to customer-submitted ratings from your monitoring dashboard. If a customer rating reveals a serious concern, use it as a prompt to issue a warning or review the agent’s recent ticket history more broadly.Escalation workflow
When a customer explicitly requests escalation — either by using an escalation prompt in the chat interface or by contacting you directly — the following sequence triggers:- The ticket is flagged Escalated in your dashboard.
- The assigned agent receives a notification that the customer has requested escalation.
- You receive an escalation alert under Support → Escalations.
- The ticket is held open pending your intervention or reassignment.
- You can resolve the escalation by responding directly, reassigning to a more senior agent, or moving the customer to internal support.
Support suspension vs termination
When an agent’s support performance is unacceptable, choose the right action based on the severity and reversibility of the issue.| Scenario | Recommended action |
|---|---|
| Agent is slow to respond but otherwise reliable | Issue a formal warning and monitor for 14 days. |
| Agent is temporarily unavailable | Suspend support access until they return. Reversible. |
| Agent’s quality has dropped significantly | Suspend support access and require remediation before reinstatement. |
| Agent is non-responsive with multiple overdue tickets | Suspend support access and reassign affected customers immediately. |
| Agent handled a restricted topic causing customer harm | Remove support access permanently. Document the incident. |
| Agent engaged in fraud, data misuse, or material breach | Terminate. See Agent Management for termination rules. |
Support boundaries
Your training modules should define clearly which topics agents are permitted to handle and which ones must always be escalated to your internal team. Refairn enforces no technical restriction on what agents can say in a support thread — enforcement depends on the boundaries you publish in training and the monitoring you apply here.Topics agents must never handle
Topics agents must never handle
The following topics are outside the scope of partner support. Agents must redirect customers to your internal team for any of these issues, regardless of the customer’s urgency or the agent’s confidence.Billing disputes and invoice corrections
Any challenge to what a customer has been charged, requests for partial credits, or disputes about billing cycle dates must be handled by your billing team. Agents should acknowledge the concern and direct the customer to your billing contact or support channel.Password resets, account recovery, and security events
Account security actions require identity verification that agents cannot perform. If a customer reports a login issue, a suspected account breach, or needs a password reset, they must be routed to your internal authentication workflow.Sensitive financial records
Agents must not access, discuss, or transmit any customer financial data beyond what is visible in the shared workspace. Tax documents, payment method details, and transaction histories are off-limits.Legal and tax advice
Agents may not interpret contracts, advise on tax treatment of subscriptions, or make statements about your legal obligations or the customer’s rights under consumer protection law.Refund approvals and subscription cancellations
Agents may not approve, promise, or process refunds. They may not confirm that a cancellation has been actioned. They should acknowledge the request and direct the customer to your official refund or cancellation process.Account deletion and data erasure requests
Requests to delete an account or erase personal data carry legal implications under data protection regulations. These must be handled by your internal team with proper verification and documentation.
Include your complete prohibited topics list in your training modules so agents are aware of these boundaries before they handle their first ticket. Document the correct escalation path for each topic so agents know exactly where to direct customers — not just what they cannot do.
To understand how agent earnings are tracked and paid, see Commissions & Payouts.