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CSR Dashboard › How it works

How the dashboard works

What creates each ticket type, and what makes it resolve itself.
Missed Call

A call came in and nobody connected

The customer tried to reach us by phone and didn't get a human.
A ticket is created when
  • HCP itself marks the call missed — HCP's verdict is trusted first, and a call it marks completed never tickets (with the one exception below).
  • The AI assistant answered the call — only when the AI-answered call tickets switch is on (Settings → Features). HCP shows the call as answered, but no human has spoken with the customer, so it still opens a ticket carrying an AI answered chip, plus the AI's own summary of what the caller wanted. The call showing as completed never closes it — only a real callback (or blocking the number) does.
  • The caller left a voicemail — the ticket carries the 🎙 marker and the voicemail is transcribed onto the call record.
  • When HCP gives no verdict, the platform infers: no recording captured (after a 10 min grace so slow-attaching recordings don't false-alarm), a call under 20 sec (hang-up), or no usable note.
  • It escalates to Urgent once the customer has been waiting 4 hours.
It resolves itself when
  • We call the customer back (any outbound call after the missed one), or
  • The customer calls again and connects (a later inbound call of 20+ sec with a recording — reaching the AI assistant again doesn't count), or
  • The customer is marked blocked / do-not-service in HCP.
Automation rule
  • New tickets of this type are automatically assigned to Lorrie Klein the moment they're created. A manual reassignment always wins afterward. (Edited in Settings → Automation.)
Needs Reply

A customer text is sitting unanswered

Only real questions and requests page you — "thanks" and "sounds good" never do.
A ticket is created when ALL of these are true
  • The customer's text is the last message in the thread (an active back-and-forth never creates tickets).
  • The message actually needs a reply — acknowledgments, thank-yous, confirmations, sign-offs ("Have a great weekend"), tapback reactions, and HCP's own automated texts are all filtered out; the rest are judged by an AI that runs entirely on our own server. Photos and attachments always page a human.
  • 15 min have passed with no text reply from us.
  • There has been no phone call with that customer since the message (an outbound call or a connected inbound call counts as handled).
  • It escalates to Urgent after 60 min unanswered.
It resolves itself when
  • We reply by text, or
  • We call the customer back, or
  • We send an estimate or invoice from HCP — any of these count as responding.
Automation rule
  • New tickets of this type are automatically assigned to Lorrie Klein the moment they're created. A manual reassignment always wins afterward. (Edited in Settings → Automation.)
Needs Scheduling

A job exists but has no date on the calendar

Work that was created in HCP and then sat without a scheduled time.
A ticket is created when
  • A job was created in HCP and is still unscheduled after 48 hours (completed and canceled jobs never ticket).
  • It escalates to Urgent once the job has sat unscheduled for 96 hours.
It resolves itself when
  • The job gets a scheduled time in HCP, or
  • The job is completed or canceled.
Automation rule
  • New tickets of this type are automatically assigned to Austin Lashley the moment they're created. A manual reassignment always wins afterward. (Edited in Settings → Automation.)
Snooze

Put a ticket on hold without losing it

"Customer said call back in two weeks" — hide it until then.
How it behaves
  • Snooze any open ticket for a day, a week, two weeks, a month, or a custom date — its status doesn't change; it just leaves the queue, the board, and the counts.
  • It comes back on its own the moment the time passes (custom dates wake at 8:00 AM that morning).
  • Everything snoozed is listed under the Snoozed tab on the left, with a Wake now button. Every snooze and wake is logged in the ticket's history.
  • Auto-resolve keeps working while a ticket sleeps — if the customer calls back, a snoozed missed-call ticket still closes itself.
Ownership

Every ticket has a person responsible

Assigned to someone, or explicitly unassigned — never ambiguous.
How it behaves
  • Each ticket shows its owner (avatar on the row and card); anyone can reassign from the ticket itself.
  • The Assignee view next to the filters — My tickets / All / Unassigned / a specific person — remembers your choice, so most people live in "My tickets."
  • Every assignment change is logged in the ticket's history.
Automation
  • Active assignment rules are shown on each ticket-type card above, and are edited in Settings → Automation.
How to read this page: every ticket type checks its rules automatically every 2 min, on a timer that is independent of transcription load. Tickets a person resolves stay resolved — the detectors never reopen something a CSR has handled. Blocking a number in HCP ripples here within a couple of minutes: its open missed-call tickets close automatically and the number never creates a ticket again (unblock in HCP to undo). Customers marked do-not-service get the same treatment. The thresholds above are platform configuration; if one needs to change, tell the platform owner — there's nothing to click here.