SUPPORT

Customer support operations

Monitor, triage, and resolve issues across the BinaxPay platform.

Open Tickets

287

↓ 12%

Critical Issues

19

↑ 3

Waiting > 24h

34

↑ 5

Avg Response Time

1h 42m

↓ 18m

Customer Satisfaction

4.6 / 5

↑ 0.2

Nina AI Status

Online

Triage Queues

Critical19
Waiting Customer34
In Progress78
Pending Review23
Recently Resolved133
Ticket 2 of 287

#TKT-98231

Unable to access account

Customer

Olivia Martinez

Category

Account Access

Priority

Critical

Status

Open

Created

May 14, 2025 · 9:43 AM

SLA

12m 34s

Related services

AccountsCardsVerificationPayments

Activity timeline

  1. Ticket created

    Ticket was created via mobile app

  2. Customer message

    I can’t log in to my account. It keeps showing “invalid credentials” even though my password is correct.

  3. Agent response

    Hi Olivia, I’m sorry you’re having trouble. I’ve checked your account and it appears to be locked due to multiple failed login attempts. I’ll help you unlock it.

    Jason Smith

  4. Status changed

    Status changed from New to Open

  5. Internal note

    Multiple failed login attempts detected from new device.

    JS

  6. Ticket routed

    Routed to Security Team

Tickets by Category

Last 7 days
287Total
  • Account Access92 (32%)
  • Payments68 (24%)
  • Cards49 (17%)
  • Verification37 (13%)
  • Disputes24 (8%)
  • Other17 (6%)

Tickets by Priority

Last 7 days
  • Critical19 (7%)
  • High64 (22%)
  • Medium112 (39%)
  • Low62 (22%)
  • Info30 (10%)

Response & Satisfaction Trend

Last 30 days
Avg Response Time (hrs)CSAT Score