Exception Management

Customer Support & Issues

Manage the situations that require more attention than the normal concierge workflow: delays, complaints, missing items, access problems, billing disputes, refund requests and operational escalations.

Support Administrator

Open Cases 0 Active support workload

High / Urgent 0 Priority attention required

Waiting Customer 0 Customer response required

Escalated 0 Management intervention

Resolved 0 Cases resolved

Support Queue

Active Cases

0 cases

Select a support case.

Open a case from the support queue to review the issue, linked concierge request, ownership, escalation and resolution activity.

Support Case —

Open Normal

Customer issue

Customer —

Category —

Email —

Telephone —

Issue Summary —

—

Linked GoHenley request

—

Tracker Billing Communications

Request Status —

Concierge —

Payment —

Service —

Case management

Status

Priority

Case Owner

Next Action

Add Internal Note

Resolution

Management escalation
Requires senior operational attention. Refund review
Financial review may be required.

Support case updated.

Case activity

Support Demand

Issue Categories

Support Audit

Recent Activity

Production requirement: this prototype stores cases and internal notes in the browser. Customer complaints, addresses, contact information, missing-item incidents and financial disputes should instead be stored in a secure authenticated backend with role-based permissions, audit history and appropriate retention controls before live operation.