Koala UI

Support team

Who is on shift, who is waiting and what the team is working on.

Report
Start a report
Order
Log an order
Customer
Add a customer
Refunds issued
$4,862
Sep 21–27
Refunds issued, this week
pointRefunds
Mon620
Tue480
Wed910
Thu740
Fri560
Sat432
Sun1,120
Automations
5 of 7 running, $110 a month
  • Route by language
    Every new ticket
    $24/mo
  • VIP fast lane
    Enterprise plans
    $32/mo
  • Tag billing questions
    Mentions an invoice
    $14/mo
  • Approve small refunds
    Under $50
    $18/mo
  • Weekend autoreply
    Sat and Sun
    $12/mo
  • Satisfaction survey
    Ticket solved
    $22/mo
  • Nudge stale tickets
    No reply in 48 h
    $16/mo
Team tasks
Housekeeping for this week and next.
1 of 6 complete17%
  • Update the refund macro
    Leilani Kahale, due Sep 24
  • Review the Hooli escalation
    Grace Adeyemi, due Sep 28
  • Draft the October on-call rota
    Amara Diallo, due Sep 30
  • Retire the old billing FAQ
    Yui Nakamura, due Oct 2
  • Move Sofia up to Tier 2
    Mara Okonkwo, due Oct 5
  • Onboard Rafael to the billing queue
    Nadia Petrova, due Oct 6
On shift
6
2 in a call
Agents
9
3 off today
Escalations
Longest wait first, 2 past an hour.
Service levels
Today, against a 90% target.
First reply within an hour
Solved within a day
Customers satisfied
Agents
Everyone on shift, by status.

Online3

In a call2

Away1

GYR
3 offline
Recently viewed
Customers you opened today.
Saved reports
Shared with the whole team.
Pinned notes
What the team should know today.
  • Hooli renews on Oct 1. Check with Amara before promising them any credits.
    Grace AdeyemiSep 25
  • Billing exports are slow again. Engineering is on it; point customers to the status page.
    Nadia PetrovaSep 24
  • The new refund policy goes live Monday. Macros are updated, the help center follows Tuesday.
    Mara OkonkwoSep 23
Agent of the month
Name
Grace Adeyemi
Role
Senior support agent
Month
Sep 2026
Grace Adeyemi