BEACON
Assigned To You
Lakshmi R. · Pre-trip · Maldives · Mon–Sun
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2 tickets breached SLA — TKT-00412 (D-7 · Maldives) and TKT-00389 (Inclusion mis-match · Sri Lanka) exceeded 8 business hours. Escalation sent to your manager.
Due in 24H 3
Overdue 2
All Open 14
Pending Closure 4
Closed
Tagged
Co-owned
Unread 3
Trail IDCustomerSourceRaised ByTypeSub-typeTo TeamPrioritySLALast ActionStatus
PYT-48291
Maldives · Jun 12
Arjun Mehta
 ⏰ Task System Inclusion mis-match Wrong room type Pre-trip Critical 🔴 Breached 2h ⚠ Unread
Desktop alert in 4m		 Open
PYT-48155
Europe · Jul 3
Priya Nair
 Sales Team visa Visa update / queries Pre-trip High ⚠ 45 min left3P Acknowledged
9:14 AM		 Acknowledged
PYT-47901
Sri Lanka · Jun 28
Karthik Suresh
 ⚡ Booking Bookings Confirmation delay Supplier not confirmed Supply Partnerships Medium ✓ 3h 20m left Commented
8:52 AM		 Open↗ Transferred
PYT-47800
Thailand · Jun 22
Rohit Sharma
 ★ Review System Google 2★ Delayed airport transfer MDD Lead (Narmada) Critical ✓ 1h 5m left Assigned
10:01 AM		 In Progress
PYT-47622
Bali · May 30
Meera Krishnan
 🏢 Internal On-trip Refund Customer refund escalation Finance High ✓ 5h left Re-assigned
Yesterday		 In Progress
PYT-44202
Georgia · Aug 14
Asif Rahman
 ⚡ Booking
Long-haul · From Month 2
 Urvashi G. (SO) New Booking 16-item checklist · Birthday Jun 04 MDD-Bookings High ⚠ 20 min left Assigned
11:02 AM		 Open
PYT-47155
Europe · Jul 3
Priya Nair
 ✉ cx-47155@ Customer Trail Email Thread Re: Hotel change request — Paris Pre-trip (AO) High ✓ 2h left Customer replied
10:44 AM		 In Progress
PYT-46901
Maldives · Jun 5
Rajan Mehta
 🚨 Escalation happiness@ Customer Escalation Unhappy — room not ready on arrival AO (Plato match) Critical 🔴 Breached 1h — Open
N/A
Internal
— Internal —
 🏢 Internal Sales Team Plato Corrections Change customer phone no. Plato Team Medium ✓ 6h left Commented
Yesterday		 Open
BEACON
Team View
Pre-trip · Maldives + Europe + SE Asia · 8 members · Mon–Sun 10AM–7PM
R
4 tickets pending closure — resolved but not yet closed by assignee. View all →
All Open 28
SLA Breached 5
Escalated 2
Transferred 6
Pending Closure 4
Closed
Trail IDCustomerAssigneeRaised ByType → ToSub-typePriorityFRTBiz TATSLAStatusReassign
PYT-48291
Maldives
Arjun Mehta
LR
Lakshmi R.
 Supply Partnerships Inclusion mis-match → Pre-trip Wrong room type Critical Missed 10h 22m Breached Escalated
PYT-48155
Europe
Priya Nair
AK
Arun K.
 Sales Team visa → Pre-trip Visa update / queries High 9 min 2h 14m ⚠ 45m3P Acknowledged
PYT-47901
Sri Lanka
Karthik Suresh
DM
Divya M.
 Bookings Confirmation delay → Supply Confirmation delay Medium 6 min 1h 5m ✓ 3h left Transferred
N/A
Internal
— Internal —
SP
Santhosh P.
 Sales Team Leads Reassigning → RevOps Lead reassign from presales Medium 12 min 3h 40m ✓ 1h left In Progress
PYT-47622
Bali
Meera Krishnan
NK
Nidhi K.
 On-trip Refund → Finance Customer refund escalation High 22 min 18h 30m Breached Escalated
BEACON
Org Dashboard
All Teams · All Markets — May 2026
CS
Total Tickets
1,284
↑ 12% vs last month
SLA Met Rate
76%
Target: 85% — 116 breached
Avg Business TAT
6.2h
Target: <8h — 48 above 48h
SLA Overdue Now
23
Escalations triggered: 8
Avg FRT
34 min
Target: <60 min
Transferred
142
11% of total — 3 invalid reasons
Pending Closure
38
Resolved but unclosed
Closed This Month
1,089
85% closure rate
🚨 Critical Pending
14
Unacknowledged critical tickets now
Escalation Inbox
6
founders@ · escalations@ · happiness@
Long-Haul Bookings
48
Phase 1 Beacon tickets this month
Trail Email Threads
93
cx-trailID@ captured this month
Tickets by Raising Team May 2026 — from Excel interaction data
Sales Team
964
Bookings
616
Supply Partnerships
410
Admin
346
Pre-trip
272
On-trip
210
Finance
161
HR
123
SLA Breaches by Receiving Team Open tickets
Pre-trip
9
Supply Partners
6
Tech
5
Finance
3
RevOps
2
Plato
1
🔴 Most Open Tickets By employee
1
LR
Lakshmi R.
Pre-trip · Maldives
11
2
AK
Arun K.
Pre-trip · SE Asia
9
3
DM
Divya M.
Supply Partnerships
7
4
SP
Santhosh P.
RevOps
5
5
NK
Nidhi K.
Finance
4
⏱ Business TAT > 48hrs This month
1
LR
Lakshmi R.
Pre-trip
6
2
NM
Naveen M.
Tech
5
3
KR
Kavya R.
Finance
4
4
ST
Sree T.
Admin
3
5
AK
Arun K.
Pre-trip
2
↗ Most Transferred This month
1
RM
Ravi M.
Sales Team
14
2
DM
Divya M.
Supply Partnerships
11
3
AK
Arun K.
Pre-trip
8
4
NK
Nidhi K.
Finance
6
5
LR
Lakshmi R.
Pre-trip
4
Working Hours & SLA Profiles
All teams · IST · PYT Holiday Calendar applies
A
🔴 24×7 (with Night Shift)
MDD — On-Trip
Night shift: 8PM–10AM IST
Specific named individuals only
SLA never paused
🟢 Mon–Sun (10AM–7PM Sat/Sun)
MDD — Bookings
MDD — Pre-Trip
CMS
Sun FRT starts immediately
No deferral to Monday
🔵 Mon–Sat (10AM–7PM Sat)
Sales Team
RevOps
Flight Ops
Pre-Sales
Visa Team
Admin / IT
Sat FRT starts immediately
Sun → Monday 10AM
⚪ Mon–Fri Only (10AM–8PM)
Supply Partnerships
Finance
Tech / Plato / Product
Analytics / BI
HR
Design
Weekend → Monday 10AM
Fri after 8PM → Mon 10AM
FRT Deferral Quick Reference
Scenario Mon–Fri teams Mon–Sat teams Mon–Sun teams On-Trip (24×7)
Weekday within hours ▶ Starts now ▶ Starts now ▶ Starts now ▶ Starts now
Weekday after 8PM ⏸ Mon–Fri next 10AM ⏸ Next day 10AM ⏸ Next day 10AM ▶ Starts now (night shift)
Saturday within hours ⏸ Monday 10AM ▶ Starts now ▶ Starts now ▶ Starts now
Saturday after 7PM ⏸ Monday 10AM ⏸ Monday 10AM ⏸ Monday 10AM ▶ Starts now
Sunday ⏸ Monday 10AM ⏸ Monday 10AM ▶ Starts now (if within hours) ▶ Starts now
PYT Public Holiday ⏸ Next working day 10AM ⏸ Next working day 10AM ⏸ Next working day 10AM ▶ Starts now (night shift)
SLA Clock Behaviour — Non-Working Periods
Critical / High tickets
SLA clock: Paused
Slack reminders: Continue
Escalations: Paused → resume next working day
Medium tickets
SLA clock: Paused
Slack reminders: Paused
Escalations: Paused → all resume next working day
On-Trip Night Shift
SLA clock: Never paused
Reminders: Always active
Escalations: Always active — 24×7
BEACON
Escalation Command Centre
founders@ · escalations@ · happiness@ · All tagged Critical · Auto-synced 9AM · 11AM · 2PM · 5PM · 7PM IST
● Live
A
Total Active
12
open escalations
Breached SLA
4
past 1-hr FRT window
Open / No Reply
7
awaiting first response
Responded
5
PYT replied
Resolved (All Time)
147
avg TAT 2h 14m
Showing: Active escalations being converted to Beacon tickets in real time
How it works: Each row below is an email thread arriving at founders@, escalations@, or happiness@. Click any row to see how the full email conversation is structured into a Beacon ticket — with thread history, AI summary, assignee, and audit log.
Active Escalations (12)
Customer Inbox Category Beacon Ticket Status TAT AI Summary Owner
Rajan Mehta
PYT-46901 · Maldives
 happiness@ On-trip Emergency TKT-00438
✓ Auto-created · Plato match
 Breached 1h 22m Guest unhappy — room not ready on check-in, no welcome note, airport transfer 45min late
LR
Lakshmi R.
Supriya Iyer
PYT-47012 · Europe
 escalations@ Refund Pending TKT-00431
✓ Auto-created · Plato match
 Responded 45m Refund of ₹18,400 promised 3 weeks ago. Customer escalating after 2 follow-ups with no resolution.
AK
Arun K.
Devika Nambiar
PYT-47233 · Sri Lanka
 founders@ Visa Issue Pending
⚠ No Plato match → mdd-owners
 Open 18m Visa appointment missed due to incorrect date communicated by PYT. Departure in 6 days.
?
mdd-owners
Karthik Balasubramanian
Unknown Trail
 happiness@ Communication Gap Pending
✗ DMC email — filtered & discarded
 Filtered — Sender matched DMC registry (cocoonmaldives.com). Auto-discarded. No ticket created. System
Aarav Sharma
PYT-47891 · Thailand
 escalations@ Missed Commitment TKT-00429
✓ Auto-created · Plato match
 Open 2h 5m Hotel upgrade promised at booking not honoured. Customer at property now, requesting immediate resolution.
NM
Naveen M.
TKT-00438 Critical happiness@ Breached · 1h 22m
On-trip Emergency — Room not ready on arrival · Cocoon Maldives
Rajan Mehta · PYT-46901 · Maldives · Arrival 9 May 2026
Thread Info
Message History 3
Audit Log
PYT-46901
Maldives (Cocoon)
happiness@pickyourtrail.com
✓ Exact match found
Lakshmi R. · Pre-trip
On-trip Emergency
Critical
BREACHED · 1h 22m elapsed
🤖 AI Summary
Guest arrived at Cocoon Maldives on 9 May. Room not ready for 3 hours post check-in. No welcome note or amenities. Airport transfer was 45 minutes late. Customer is on the property and distressed. Has requested compensation and a room upgrade. Second email sent with stronger language — threatens social media post.
SLA Tracker
FRT (30 min for task / 1hr for escalation)Breached at 1h 22m
Assigned to Lakshmi R. at10:05 AM (Plato auto-match)
Reply from Beacon
Public Reply
Internal Note
Canned Response
Attach
TKT-00412 · PYT-48291 ⏰ Task-triggered Critical 3rd Party Pending
Inclusion mis-match — Wrong room type · Cocoon Maldives (Arjun Mehta)
Escalated ↗ Transferred once Raised by: Supply Partnerships → Pre-trip · 4 May 2026, 9:05 AM
SLA Status
FRT (Business)MISSED — 2h 14m ago
Resolution SLABreached · 10h 22m elapsed
Business TAT: 10h 22m · Escalated to: Rajesh M. (Manager) + Anjali S. (Functional Lead)
Linked Child Tickets
TKT-00419 — Follow-up from Arjun Mehta re: same room issueOpen
Activity Timeline
Ticket created — System (Inclusion mis-match trigger)
Raised By: Supply Partnerships → Assigned to Pre-trip · Lakshmi R. (round robin)
4 May 2026 · 9:05 AM
↗ Transferred — Lakshmi R. → Divya M.
Reason: "Dependency on another team — Supply Partnerships follow-up required"
4 May 2026 · 9:52 AM · FRT met in 47 min
🔔 FRT reminder sent to Divya M.
No action taken within 1 business hour of transfer
4 May 2026 · 10:52 AM
🚨 Tier 1 Escalation — T+8 business hours
Notified: Rajesh M. (Manager) + Anjali S. (Functional Lead) · Slack + Email
4 May 2026 · 5:52 PM
💬 Internal Note — Divya M.
Cocoon Maldives haven't reverted on the room change request sent May 2. Escalating to hotel GM by 12PM today. Tagged 3rd Party Pending. [Internal only]
4 May 2026 · 7:12 PM
Reply / Note
Public Reply
Internal Note
Canned Response
Attach
Ticket Details
Escalated
Critical
Supply Partnerships
Inclusion mis-match
Wrong room type
Pre-trip
Maldives
PYT-48291
12 Jun 2026
Mon–Sun
Awaiting: Cocoon Maldives
Task Checklist 4 / 7 complete
Source of net cost confirmed
Mail subject line agreed
Discount structure clarified
International flight confirmed
Hotel confirmation received from Cocoon Maldives
Room type verified (wrong room type — pending fix)
Baggage details communicated to customer
Resolve locked until all 7 items complete
Primary Assignee
DM
Divya M.
Pre-trip
Co-owners
Watchers
Audit Trail
Created · 4 May 9:05 AM
Transferred · 4 May 9:52 AM
FRT Missed · 4 May 10:52 AM
Escalated (T+8) · 4 May 5:52 PM
Internal note + 3P Tag · 7:12 PM