Artha Fintech — Unified Support System

24

Open Tickets

▲ 3 since yesterday

3

SLA Breached

▲ 1 new breach

8

Awaiting Customer

Pending reply

17

Resolved Today

▲ 4 more than avg

1h 42m

Avg First Response

▼ 12m improved

9.4h

Avg Resolution

Target: 12h

Ticket Volume — Last 7 Days

Mon

Tue

Wed

Thu

Fri

Sat

Sun

Resolved

Created

Agent Workload 5 agents active

PS

Priya Sharma

Supervisor

4

AK

Amit Kumar

L2 Agent

9

SR

Sneha Rao

L1 Agent

7

RJ

Rohit Joshi

L1 Agent

3

NM

Nisha Mehta

L1 Agent

1

🚨 Active Escalations — Requiring Attention

🔴

UPI transfer reversal not processed — FinCo Customer

FC-00412 · Escalated by FinCo team · Awaiting Artha response

⏰ 2h 14m breached

FinCo Payments

🟠

KYC document rejection — customer unable to re-upload

SB-00178 · Escalated 45 min ago · Assigned to Amit Kumar

⏳ 5h 46m remaining

SwiftBank

🔍

	ID	Subject	Customer	Category	Priority	Status	Assignee	SLA Due	Channel

Showing 1–10 of 24 tickets

UPI payment failed — amount debited but not credited

Open High 💳 Payments ⏰ BREACHED 1h 22m ago upi payment-failure

RC

Rahul Chandra (Customer)

[email protected] · App

Sep 10, 2026 · 9:14 AM

Hi, I made a UPI payment of ₹15,000 to Swiggy yesterday evening around 6 PM. The amount was debited from my account but never credited to the merchant. The transaction shows "Pending" on my end. Order ID: ORD-98712. Please help urgently.

SR

Sneha Rao Internal Note

9:32 AM

Checked transaction log. TXN ID: TXN20260909181423. Status: Pending at NPCI layer. Initiated reversal request. Should auto-reverse within 48h per RBI guidelines. Keeping customer informed.

SR

Sneha Rao (Agent)

9:35 AM

Hi Rahul, thank you for reaching out. We have identified the issue — the UPI transaction (TXN ID: TXN20260909181423) is currently pending at the payment network level. As per RBI guidelines, the amount will be automatically reversed to your account within 48 business hours if not credited. We have raised a priority reversal request on your behalf. You will receive a notification once resolved. Apologies for the inconvenience.

RC

Rahul Chandra

11:02 AM

It has been more than 24 hours now and the money is still not back. This is very frustrating. I need this resolved today please.

Reply to Customer

Internal Note

Ticket Properties

IDARTHA-00247

StatusOpen

Priority⬆ High

CategoryPayments

Sub-categoryUPI Failure

Channel📱 App

Assignee

SR

Sneha Rao

SLABREACHED

CreatedSep 10, 9:14 AM

Actions

Customer Profile

RC

Rahul Chandra

Customer since Mar 2024

AccountXXX-4821

Balance₹42,180

CSAT Score4.6/5

Past Tickets3 (2 resolved)

Audit Trail

SLA breached (High priority, 4h resolution)

10:14 AM · System

Assigned to Sneha Rao by Priya Sharma

9:28 AM · Priya Sharma

Priority changed from Medium → High

9:20 AM · Priya Sharma

Ticket created via App

9:14 AM · System

All Escalations (4)

FinCo Payments (3)

SwiftBank (1)

NeoPay India (0)

🔴 SLA Breached

🔴

UPI transfer reversal not processed

FC-00412 · Critical · Assigned to: Unassigned

Escalated to Artha FinCo Payments

⏰ 2h 14m breached

🔴

Account frozen without notice — urgent

FC-00405 · Critical · Assigned to: Amit Kumar

Escalated to Artha FinCo Payments

⏰ 45m breached

AK

Amit Kumar

🟡 At Risk / Open

🟡

KYC document rejection — re-upload failing

SB-00178 · High · Assigned to: Amit Kumar

Escalated to Artha SwiftBank

⏳ 5h 46m left

🟢

Card declined at POS — chip malfunction

FC-00418 · Medium · Assigned to: Sneha Rao

Escalated to Artha FinCo Payments

✅ 11h 20m left

3

Active Client Workspaces

4

Escalated to Artha

89%

Avg SLA Compliance

Client Workspace Summary Auto-refreshes every 60s

Client	Open	Escalated to Artha	SLA Compliance	CSAT	Last Activity
FC FinCo Payments Tier 1 Client	47	3 escalated	82%	3.9/5	2 min ago
SB SwiftBank Tier 2 Client	23	1 escalated	91%	4.4/5	5 min ago
NP NeoPay India Tier 2 Client	11	All clear	96%	4.8/5	12 min ago

All Articles

Payments

KYC

Cards

Technical

How to resolve a failed UPI transaction

Step-by-step guide for agents to check transaction status at NPCI, initiate reversal, and communicate timeline to customers…

Published 👁 342 views 💡 87 deflections 👍 94%

KYC re-submission process — agent guide

When a customer's KYC documents are rejected, this guide walks through the verification checklist and re-upload flow…

Published 👁 218 views 💡 52 deflections 👍 91%

Card block and replacement workflow

How to block a compromised card, initiate replacement, and set temporary limits while customer awaits new card…

Draft 👁 45 views 💡 12 deflections

Quick Stats

Total Articles47

Published38

Draft7

Avg Helpfulness89%

Deflections (30d)412

Shared with Clients

Articles you've shared with client workspaces

FinCo Payments12 articles

SwiftBank8 articles

NeoPay India15 articles

📊

Ticket Volume Report

Volume by day, category, and channel with trend analysis

⏱

SLA Compliance Report

First response and resolution SLA achievement by priority

👤

Agent Performance

Tickets resolved, avg resolution time, CSAT per agent

⭐

CSAT Report

Customer satisfaction scores by agent, category, and period

🌐

Client Health Report

Cross-client summary: escalations, SLA, CSAT per workspace

📉

Escalation Analysis

Escalation rates, root causes, and resolution outcomes

General

Agents & Roles

SLA Policies

Client Management

Notifications

Email Settings

Integrations / Webhooks

Audit Log

General Settings

System Name

Default Priority

Auto-close after (days)

Session Timeout (minutes)

Dashboard Refresh (seconds)

MFA Requirement

Policy Name	Workspace	Priority	FRT Target	Resolution Target	Business Hours
Artha Default	Artha	Critical	1h	4h	24x7
Artha Default	Artha	High	4h	12h	24x7
Artha Default	Artha	Medium	8h	24h	Business
FinCo SLA	FinCo	Critical	30m	2h	24x7
SwiftBank SLA	SwiftBank	High	2h	8h	Business

Agent	Role	Workspace Access	Open Tickets	Status	Last Active
PS Priya Sharma [email protected]	Supervisor	All workspaces	4	Active	Now
AK Amit Kumar [email protected]	L2 Agent	All workspaces	9	Active	2m ago
SR Sneha Rao [email protected]	L1 Agent	Artha only	7	Active	5m ago

Client	Tier	Workspace	Agents	SLA Policy	Open Tickets	Status
FC FinCo Payments	Tier 1	finco	12	FinCo SLA	47	Active
SB SwiftBank	Tier 2	swiftbank	6	SwiftBank SLA	23	Active
NP NeoPay India	Tier 2	neopay	4	Artha Default	11	Active

🎫

7 tickets assigned to you

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📥

6 unassigned tickets waiting

⏰

3 tickets have breached SLA

👥

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