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values | priority large_stringclasses 4
values | issue_complexity_score int64 1 10 | assigned_team large_stringclasses 5
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values | escalated large_stringclasses 2
values | escalation_reason large_stringclasses 3
values | reopen_count int64 0 8 | first_response_time_hours float64 0.02 150 | resolution_time_hours float64 -192 7.16k ⌀ | paused_hours float64 0 2.88k | resolution_wallclock_hours float64 0.05 10k ⌀ | first_resolved_at large_stringdate 2022-01-02 23:03:00 2025-02-07 22:34:00 ⌀ | resolved_at large_stringdate 2022-01-01 08:58:00 2025-02-22 17:58:00 ⌀ | closed_at large_stringdate 2022-01-01 18:45:00 2025-01-04 16:40:00 ⌀ | resolved_by large_stringclasses 44
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values | sla_target_hours int64 4 120 | sla_breached large_stringclasses 2
values | sla_breach_margin float64 -188 120 ⌀ | customer_satisfaction_score float64 1 5 ⌀ |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
1,499,701 | 2024-12-19 17:39:00 | Hi team, Hoping you can help: how do I configure notifications? (on the Mobile App) It's been happening since yesterday. | Onboarding & How-To | onboarding_setup_notifications | Mobile App | Phone | North America | German | Linda Lopez | linda.lopez831@gmail.com | 23 | Female | Basic | 15 | 2 | Enterprise | Medium | 1 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.08 | 0.27 | 24.37 | 24.63 | 2024-12-20 18:17:00 | 2024-12-20 18:17:00 | 2024-12-22 13:18:00 | T1-Ade A. | Sent the requested information and confirmed the customer's issue was resolved. | 72 | No | 71.73 | 4 |
1,499,702 | 2023-11-21 13:22:00 | I'm having an issue. Is the response time I'm seeing normal? | Performance | performance_perf_baseline_question | Web Portal | Email | Asia | German | Yuki Miller | yuki.miller621@gmail.com | 63 | Male | Basic | 60 | 3 | Enterprise | Low | 1 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 13.13 | 2023-11-22 02:30:00 | 2023-11-22 02:30:00 | 2023-11-25 09:40:00 | ENG-Gio A. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 118.5 | 5 |
1,499,703 | 2022-02-27 16:04:00 | Hello, How do I restrict access to certain IP addresses? This started today. | Security | security_ip_allowlist | Mobile App | Email | Asia | Mandarin | Patricia Ivanov | patricia.ivanov583@yahoo.com | 71 | Male | Free | 28 | 3 | Individual | Medium | 4 | Security | SEC-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 10.43 | 2022-02-28 02:30:00 | 2022-02-28 02:30:00 | 2022-02-28 02:44:00 | SEC-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 70.5 | 5 |
1,499,704 | 2024-04-11 08:09:00 | Hi there, Been struggling with this. Please permanently delete my personal data. This started today. | Security | security_delete_my_data | Web Portal | Email | North America | German | Carlos Smith | carlos.smith98@yahoo.com | 46 | Female | Premium | 65 | 6 | Individual | Medium | 6 | Tier 2 Support | T2-Omar D. | Closed | Yes | Requires specialist / policy decision | 0 | 45.37 | 80 | 0 | 326.85 | 2024-04-24 23:00:00 | 2024-04-24 23:00:00 | 2024-04-27 17:40:00 | T2-Priya G. | Coordinated with billing/security team; resolution completed and customer notified. | 72 | Yes | -8 | 2 |
1,499,705 | 2023-08-09 09:15:00 | Hey, Quick question - The system is not syncing data across devices properly. Happy to share more detail. | Data Sync | data_sync_across_devices | API Platform | Email | Asia | French | Ahmed Silva | ahmed.silva981@yahoo.com | 58 | Male | Free | 49 | 1 | Individual | Medium | 6 | Engineering | ENG-Gio A. | Cancelled | null | null | 0 | 0.45 | null | 0 | null | null | null | 2023-08-09 23:38:00 | null | Ticket cancelled/withdrawn before resolution. | 72 | No | null | null |
1,499,706 | 2022-11-08 09:35:00 | Hi, Quick question - We rebranded; how do I change our company name? Thanks in advance. | Account Management | account_company_name_change | Mobile App | Phone | Asia | German | Nadia Garcia | nadia.garcia104@yahoo.com | 59 | Male | Free | 0 | 3 | Individual | Urgent | 3 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.07 | 0.24 | 0 | 15.65 | 2022-11-09 01:14:00 | 2022-11-09 01:14:00 | 2022-11-12 06:42:00 | T1-Ade A. | Sent the requested information and confirmed the customer's issue was resolved. | 4 | No | 3.76 | 4 |
1,499,707 | 2024-05-13 13:40:00 | Hi, Some of my records appear corrupted after a sync. Please advise. | Data Sync | data_data_corruption | Mobile App | Chat | Europe | Mandarin | Grace Johnson | grace.johnson366@outlook.com | 46 | Other | Free | 31 | 5 | Individual | High | 5 | Tier 2 Support | T2-Rosa C. | Closed | Yes | Requires specialist / policy decision | 0 | 15.18 | 44.36 | 0 | 188.35 | 2024-05-21 10:01:00 | 2024-05-21 10:01:00 | 2024-05-21 11:44:00 | T2-Nadia H. | Manual review completed by a human agent; outcome communicated to the customer. | 24 | Yes | -20.36 | 3 |
1,499,708 | 2023-09-19 15:36:00 | Hey, I get a random error that I can't reproduce reliably. Please advise. | Bugs & Errors | bugs_intermittent_error | Analytics Suite | Email | Asia | Spanish | Aisha Patel | aisha.patel751@yahoo.com | 31 | Male | Enterprise | 15 | 5 | Small Business | High | 8 | Tier 2 Support | T2-Quinn F. | Closed | Yes | Requires specialist / policy decision | 0 | 1.52 | 9.69 | 0 | 35.08 | 2023-09-21 02:41:00 | 2023-09-21 02:41:00 | 2023-09-22 15:19:00 | T2-Rosa C. | Manual review completed by a human agent; outcome communicated to the customer. | 24 | No | 14.31 | 3 |
1,499,709 | 2022-04-02 18:16:00 | Hi there, Quick question - How do I set up the mobile app? Thanks in advance. | Onboarding & How-To | onboarding_mobile_app_setup | Analytics Suite | Phone | South America | French | William Patel | william.patel685@outlook.com | 32 | Female | Free | 11 | 2 | Corporate | Low | 2 | Tier 1 Support | T1-Diego S. | Closed | No | null | 0 | 0.11 | 0.25 | 0 | 41.97 | 2022-04-04 12:14:00 | 2022-04-04 12:14:00 | 2022-04-04 12:31:00 | T1-Ella K. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 119.75 | 4 |
1,499,710 | 2024-12-10 19:15:00 | Hi there, Need some help here. We rebranded; how do I change our company name? | Account Management | account_company_name_change | Web Portal | Chat | Asia | German | Chen Muller | chen.muller978@yahoo.com | 74 | Other | Basic | 38 | 3 | Small Business | Medium | 2 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.2 | 0.67 | 0 | 6.42 | 2024-12-11 01:40:00 | 2024-12-11 01:40:00 | 2024-12-14 08:11:00 | T1-Ade A. | Sent the requested information and confirmed the customer's issue was resolved. | 72 | No | 71.33 | 4 |
1,499,711 | 2023-07-26 16:54:00 | Hi there, Quick question - I am unable to access my account after entering correct credentials. Let me know what you need from me. | Authentication & Access | authentication_cannot_login_correct_creds | Payment Gateway | Self-Service | Asia | Spanish | Nadia Anderson | nadia.anderson823@proton.me | 29 | Other | Free | 43 | 1 | Enterprise | Urgent | 5 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.09 | 0.31 | 0 | 8.4 | 2023-07-27 01:18:00 | 2023-07-27 01:18:00 | 2023-07-29 17:14:00 | T1-Ade A. | Walked the customer through troubleshooting; issue resolved after config change. | 4 | No | 3.69 | 4 |
1,499,712 | 2024-03-04 23:39:00 | Hello, Been struggling with this. A team member has more access than they should. We're a bit stuck. | Security | security_permissions_too_broad | Mobile App | Email | South America | Spanish | Carlos Muller | carlos.muller821@outlook.com | 29 | Female | Premium | 66 | 2 | Corporate | High | 7 | Security | SEC-Ade A. | Closed | No | null | 3 | 0.92 | 3.08 | 0 | 99.9 | 2024-03-05 13:32:00 | 2024-03-09 03:33:00 | 2024-03-09 05:30:00 | SEC-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 20.92 | 3 |
1,499,713 | 2024-02-16 12:07:00 | Hey, Been struggling with this. How can I see the sync status of my account? Any help appreciated. | Data Sync | data_sync_status_check | Analytics Suite | Phone | Asia | English | Olga Miller | olga.miller960@icloud.com | 46 | Male | Enterprise | 34 | 2 | Enterprise | Medium | 2 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.08 | 0.28 | 0 | 61.15 | 2024-02-19 01:16:00 | 2024-02-19 01:16:00 | 2024-02-19 04:33:00 | ENG-Gio A. | Provided the relevant setting/steps; customer confirmed it worked. | 72 | No | 71.72 | 3 |
1,499,714 | 2023-07-17 07:18:00 | Good morning, I found a bug in the latest update affecting report generation. It's been happening since yesterday. | Bugs & Errors | bugs_report_generation_bug | API Platform | Email | Europe | Mandarin | Carlos Okafor | carlos.okafor553@yahoo.com | 32 | Male | Basic | 67 | 4 | Corporate | High | 8 | Engineering | ENG-Wendy X. | Closed | No | null | 0 | 0.96 | 14.29 | 0 | 30.98 | 2023-07-18 14:17:00 | 2023-07-18 14:17:00 | 2023-07-21 00:29:00 | ENG-Wendy X. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 9.71 | 4 |
1,499,715 | 2024-08-17 14:50:00 | Hello, Not sure this is the right place, but how do I bulk-export data via the API? Happy to share more detail. | Integrations & API | integrations_data_export_api | Payment Gateway | Email | South America | French | Robert Haddad | robert.haddad830@yahoo.com | 35 | Male | Premium | 1 | 4 | Individual | Medium | 4 | Engineering | ENG-Gio A. | Closed | No | null | 3 | 0.38 | 1.28 | 0 | 621.87 | 2024-08-19 12:38:00 | 2024-09-12 12:42:00 | 2024-09-15 03:50:00 | ENG-Gio A. | Walked the customer through troubleshooting; issue resolved after config change. | 72 | No | 70.72 | 5 |
1,499,716 | 2022-08-01 08:42:00 | Not sure this is the right place, but how do I bulk-export data via the API? Happy to share more detail. | Integrations & API | integrations_data_export_api | API Platform | Phone | North America | German | Linda Garcia | linda.garcia65@icloud.com | 21 | Other | Enterprise | 21 | 2 | Individual | Medium | 7 | Engineering | ENG-Viktor Y. | Closed | No | null | 0 | 1.08 | 4.23 | 12.56 | 23.08 | 2022-08-02 07:47:00 | 2022-08-02 07:47:00 | 2022-08-05 04:24:00 | ENG-Uma Z. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 67.77 | 3 |
1,499,717 | 2023-09-29 08:10:00 | Hello, Quick question - Is the response time I'm seeing normal? Any help appreciated. | Performance | performance_perf_baseline_question | Analytics Suite | Email | South America | Mandarin | Aisha Garcia | aisha.garcia823@proton.me | 65 | Male | Premium | 49 | 3 | Corporate | Low | 5 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.22 | 0.73 | 9.64 | 14.2 | 2023-09-29 22:22:00 | 2023-09-29 22:22:00 | 2023-10-02 07:49:00 | ENG-Gio A. | Provided the relevant setting/steps; customer confirmed it worked. | 120 | No | 119.27 | 4 |
1,499,718 | 2023-07-22 11:00:00 | Not sure this is the right place, but i think my account has been compromised. (on the Desktop Client) Happy to share more detail. | Security | security_compromised_account | Desktop Client | Phone | North America | English | Maria Miller | maria.miller613@icloud.com | 32 | Male | Free | 69 | 2 | Enterprise | Medium | 7 | Security | SEC-Farah D. | Closed | Yes | Requires specialist / policy decision | 0 | 0.93 | 2.5 | 0 | 54.5 | 2023-07-24 17:30:00 | 2023-07-24 17:30:00 | 2023-07-27 22:29:00 | SEC-Gaby L. | Reviewed the case with the specialist team and processed the required action. | 72 | No | 69.5 | 4 |
1,499,719 | 2023-01-09 20:34:00 | Good morning, Been struggling with this. My dashboard is showing data from yesterday, not live. Let me know what you need from me. | Data Sync | data_stale_data | Web Portal | Self-Service | North America | German | Ahmed Miller | ahmed.miller965@icloud.com | 35 | Male | Basic | 50 | 1 | Enterprise | Medium | 2 | Tier 1 Support | T1-Ella K. | Closed | No | null | 0 | 0.48 | 2.52 | 0 | 18.52 | 2023-01-10 15:05:00 | 2023-01-10 15:05:00 | 2023-01-10 15:58:00 | T1-Chloe M. | Walked the customer through troubleshooting; issue resolved after config change. | 72 | No | 69.48 | 4 |
1,499,720 | 2022-07-25 11:20:00 | Hi, I would like to request a refund for the recent charge. Any help appreciated. | Refunds | refunds_refund_request | API Platform | Phone | Europe | English | James Ivanov | james.ivanov996@outlook.com | 51 | Male | Enterprise | 34 | 3 | Corporate | Medium | 6 | Billing | BIL-Deva S. | Closed | No | null | 0 | 5.93 | 14.57 | 0 | 46.57 | 2022-07-27 09:54:00 | 2022-07-27 09:54:00 | 2022-07-27 11:29:00 | BIL-Bruno M. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 57.43 | 4 |
1,499,721 | 2022-12-07 09:20:00 | Good morning, Hoping you can help: i'm getting an error during the OAuth flow. (on the Payment Gateway) | Integrations & API | integrations_oauth_flow_error | Payment Gateway | Phone | North America | English | Patricia Brown | patricia.brown967@proton.me | 36 | Male | Premium | 53 | 3 | Small Business | Urgent | 6 | Engineering | ENG-Viktor Y. | Closed | No | null | 0 | 1.92 | 8.79 | 0 | 30.45 | 2022-12-08 15:47:00 | 2022-12-08 15:47:00 | 2022-12-11 20:37:00 | ENG-Zane U. | Investigated the issue, applied a fix, and verified with the customer. | 4 | Yes | -4.79 | 3 |
1,499,722 | 2022-08-15 12:06:00 | Hello, Been struggling with this. Search results take forever to return. This started today. | Performance | performance_search_slow | Payment Gateway | Phone | North America | French | Robert Williams | robert.williams42@outlook.com | 22 | Male | Premium | 15 | 4 | Individual | High | 6 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 4.4 | 2022-08-15 16:30:00 | 2022-08-15 16:30:00 | 2022-08-17 07:24:00 | ENG-Gio A. | Walked the customer through troubleshooting; issue resolved after config change. | 24 | No | 22.5 | 4 |
1,499,723 | 2022-07-04 21:42:00 | Hi, I'm hitting rate limits on the API. Let me know what you need from me. | Integrations & API | integrations_rate_limit | Payment Gateway | Self-Service | South America | Portuguese | Olga Lopez | olga.lopez926@outlook.com | 31 | Male | Premium | 49 | 4 | Individual | Medium | 6 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 15.8 | 2022-07-05 13:30:00 | 2022-07-05 13:30:00 | 2022-07-05 23:58:00 | ENG-Gio A. | Walked the customer through troubleshooting; issue resolved after config change. | 72 | No | 70.5 | 5 |
1,499,724 | 2023-04-06 19:43:00 | Hi, Been struggling with this. How do I update the primary contact on the account? (on the Web Portal) It's been happening since yesterday. | Account Management | account_contact_update | Web Portal | Phone | North America | French | Patricia Wang | patricia.wang827@gmail.com | 56 | Male | Premium | 17 | 1 | Corporate | Low | 1 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.11 | 0.37 | 0 | 0.35 | 2023-04-06 20:04:00 | 2023-04-06 20:04:00 | 2023-04-09 13:24:00 | T1-Ade A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 119.63 | 4 |
1,499,725 | 2022-03-09 12:04:00 | Hello, I'm having an issue. I keep getting a 500 error on a specific page. This is fairly urgent for us. | Bugs & Errors | bugs_error_500 | Desktop Client | Phone | North America | German | William Okafor | william.okafor47@proton.me | 43 | Female | Basic | 57 | 3 | Corporate | High | 4 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.45 | 1.5 | 12.37 | 16.8 | 2022-03-10 04:52:00 | 2022-03-10 04:52:00 | 2022-03-13 01:50:00 | ENG-Gio A. | Walked the customer through troubleshooting; issue resolved after config change. | 24 | No | 22.5 | 5 |
1,499,726 | 2024-10-21 12:11:00 | Hello, Hoping you can help: my integration stopped working after an update. Any help appreciated. | Integrations & API | integrations_integration_broken | Web Portal | Chat | North America | German | Robert Patel | robert.patel604@gmail.com | 51 | Female | Free | 42 | 2 | Corporate | High | 4 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 4.32 | 2024-10-21 16:30:00 | 2024-10-21 16:30:00 | 2024-10-21 18:12:00 | ENG-Gio A. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 22.5 | 5 |
1,499,727 | 2024-02-19 09:03:00 | Good morning, Quick question - How do I update the primary contact on the account? It's been happening since yesterday. | Account Management | account_contact_update | Payment Gateway | Social Media | Africa | English | Liam Miller | liam.miller691@outlook.com | 30 | Male | Basic | 16 | 6 | Individual | Urgent | 1 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.02 | 0.05 | 0 | 0.05 | 2024-02-19 09:06:00 | 2024-02-19 09:06:00 | 2024-02-22 05:26:00 | T1-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 4 | No | 3.95 | 4 |
1,499,728 | 2023-08-09 12:08:00 | Good morning, Been struggling with this. What is your refund policy? This started today. | Refunds | refunds_refund_policy | Web Portal | Chat | Africa | Mandarin | Linda Muller | linda.muller904@icloud.com | 21 | Male | Free | 11 | 3 | Individual | Low | 4 | Billing | BIL-Cai A. | Closed | No | null | 4 | 0.38 | 1.26 | 0 | 517 | 2023-08-09 12:45:00 | 2023-08-31 01:08:00 | 2023-09-01 07:53:00 | BIL-Cai A. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 118.74 | 3 |
1,499,729 | 2024-04-08 14:26:00 | Hi, Not sure this is the right place, but aPI responses are much slower than usual. This is fairly urgent for us. | Performance | performance_high_latency_api | Analytics Suite | Self-Service | Oceania | French | Tom Anderson | tom.anderson759@icloud.com | 43 | Other | Basic | 19 | 5 | Small Business | Low | 6 | Tier 2 Support | T2-Tara J. | Closed | No | null | 0 | 1.84 | 10.45 | 0 | 35 | 2024-04-10 01:26:00 | 2024-04-10 01:26:00 | 2024-04-12 23:01:00 | T2-Rosa C. | Investigated the issue, applied a fix, and verified with the customer. | 120 | No | 109.55 | 3 |
1,499,730 | 2022-10-06 12:59:00 | Hello, Need some help here. Is the response time I'm seeing normal? It's been happening since yesterday. | Performance | performance_perf_baseline_question | Web Portal | Social Media | North America | German | Tom Garcia | tom.garcia800@gmail.com | 31 | Other | Premium | 49 | 1 | Individual | Low | 4 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.18 | 0.59 | 0 | 2.6 | 2022-10-06 15:35:00 | 2022-10-06 15:35:00 | 2022-10-06 16:25:00 | ENG-Gio A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 119.41 | 4 |
1,499,731 | 2024-11-23 07:36:00 | Hi, My verification email never arrived during signup. We're a bit stuck. | Authentication & Access | authentication_email_verification | API Platform | Chat | Europe | Spanish | Carlos Kim | carlos.kim673@icloud.com | 21 | Other | Basic | 36 | 3 | Enterprise | High | 1 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.16 | 0.54 | 0 | 48.93 | 2024-11-25 08:32:00 | 2024-11-25 08:32:00 | 2024-11-26 07:25:00 | T1-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 24 | No | 23.46 | 4 |
1,499,732 | 2023-03-16 09:25:00 | I'm having an issue. We rebranded; how do I change our company name? Let me know what you need from me. | Account Management | account_company_name_change | Mobile App | Chat | Europe | English | Linda Okafor | linda.okafor264@yahoo.com | 19 | Male | Basic | 64 | 6 | Enterprise | Low | 2 | Tier 1 Support | T1-Ade A. | Open | null | null | 0 | 0.19 | null | 0 | null | null | null | null | null | null | 120 | No | null | null |
1,499,733 | 2022-05-31 11:26:00 | Hi there, I'm having an issue. A team member has more access than they should. It's been happening since yesterday. | Security | security_permissions_too_broad | Web Portal | Chat | Europe | German | James Nguyen | james.nguyen415@gmail.com | 31 | Male | Basic | 34 | 1 | Small Business | Urgent | 7 | Security | SEC-Gaby L. | Cancelled | null | null | 0 | 0.46 | null | 52.28 | null | null | null | 2022-06-01 06:47:00 | null | Ticket cancelled/withdrawn before resolution. | 4 | No | null | null |
1,499,734 | 2024-07-26 01:32:00 | Hi, I'm having an issue. How do I invite team members? Thanks in advance. | Onboarding & How-To | onboarding_how_to_invite | Web Portal | Email | Europe | English | David Ivanov | david.ivanov213@outlook.com | 43 | Male | Free | 37 | 2 | Corporate | High | 1 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.07 | 0.25 | 24.16 | 30.87 | 2024-07-27 08:24:00 | 2024-07-27 08:24:00 | 2024-07-30 13:04:00 | T1-Ade A. | Sent the requested information and confirmed the customer's issue was resolved. | 24 | No | 23.75 | 3 |
1,499,735 | 2024-10-14 18:08:00 | Hi there, Quick question - When does my subscription renew? Please advise. | Subscription | subscription_renewal_question | Analytics Suite | Self-Service | Europe | French | Tom Miller | tom.miller970@proton.me | 31 | Female | Basic | 31 | 0 | Enterprise | Low | 3 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.08 | 0.28 | 0 | 14.13 | 2024-10-15 08:16:00 | 2024-10-15 08:16:00 | 2024-10-15 08:28:00 | T1-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 120 | No | 119.72 | 4 |
1,499,736 | 2024-09-13 07:41:00 | Hi there, How can I see the sync status of my account? | Data Sync | data_sync_status_check | API Platform | Email | Europe | Mandarin | Carlos Brown | carlos.brown390@outlook.com | 26 | Female | Free | 4 | 1 | Corporate | Low | 2 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.12 | 0.4 | 0 | 0.7 | 2024-09-13 08:23:00 | 2024-09-13 08:23:00 | 2024-09-16 03:46:00 | ENG-Gio A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 119.6 | 5 |
1,499,737 | 2024-04-17 23:32:00 | Hi team, Quick question - My verification email never arrived during signup. | Authentication & Access | authentication_email_verification | API Platform | Phone | Oceania | French | David Ivanov | david.ivanov166@outlook.com | 64 | Female | Enterprise | 52 | 1 | Individual | Medium | 2 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.09 | 0.28 | 0 | 0.28 | 2024-04-17 23:49:00 | 2024-04-17 23:49:00 | 2024-04-18 01:13:00 | T1-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 72 | No | 71.72 | 4 |
1,499,738 | 2023-03-03 06:23:00 | Hi team, My refund was denied and I want to appeal. Let me know what you need from me. | Refunds | refunds_refund_denied_appeal | Analytics Suite | Chat | Asia | English | Robert Okafor | robert.okafor938@proton.me | 45 | Male | Enterprise | 14 | 1 | Corporate | Medium | 8 | Billing | BIL-Aiko I. | Closed | Yes | Requires specialist / policy decision | 0 | 5.93 | 56.72 | 0 | 264.72 | 2023-03-14 07:06:00 | 2023-03-14 07:06:00 | 2023-03-17 07:36:00 | BIL-Bruno M. | Coordinated with billing/security team; resolution completed and customer notified. | 72 | No | 15.28 | 3 |
1,499,739 | 2022-07-01 20:39:00 | Hi team, Need some help here. I keep getting logged out every few minutes. (on the Web Portal) Let me know what you need from me. | Authentication & Access | authentication_session_timeout | Web Portal | Chat | North America | English | James Johnson | james.johnson346@icloud.com | 26 | Other | Premium | 55 | 5 | Individual | Medium | 5 | Tier 1 Support | T1-Lena V. | Closed | Yes | LLM confidence below threshold | 0 | 2.36 | 4.99 | 0 | 68.98 | 2022-07-04 17:38:00 | 2022-07-04 17:38:00 | 2022-07-07 22:33:00 | T1-Ivan P. | Walked the customer through troubleshooting; issue resolved after config change. | 72 | No | 67.01 | 3 |
1,499,740 | 2023-10-09 09:07:00 | Good morning, I think my account has been compromised. Let me know what you need from me. | Security | security_compromised_account | Analytics Suite | Email | South America | French | William Johnson | william.johnson578@outlook.com | 62 | Male | Premium | 39 | 3 | Corporate | Medium | 8 | Security | SEC-Elias R. | Closed | Yes | Requires specialist / policy decision | 0 | 12.94 | 49.6 | 0 | 196.47 | 2023-10-17 13:35:00 | 2023-10-17 13:35:00 | 2023-10-17 14:23:00 | SEC-Farah D. | Coordinated with billing/security team; resolution completed and customer notified. | 72 | No | 22.4 | 2 |
1,499,741 | 2023-05-04 15:24:00 | Good morning, Reaching out because i need to change the number of seats on my plan. It's been happening since yesterday. | Subscription | subscription_seat_count_change | Payment Gateway | Email | Europe | Spanish | Aisha Okafor | aisha.okafor689@gmail.com | 53 | Male | Premium | 68 | 2 | Small Business | Low | 3 | Tier 2 Support | T2-Nadia H. | Cancelled | null | null | 0 | 1.74 | null | 0 | null | null | null | 2023-05-04 22:25:00 | null | Ticket cancelled/withdrawn before resolution. | 120 | No | null | null |
1,499,742 | 2024-06-24 12:04:00 | Hi, Hoping you can help: i'm hitting rate limits on the API. Any help appreciated. | Integrations & API | integrations_rate_limit | Analytics Suite | Email | Europe | French | Ahmed Wang | ahmed.wang383@proton.me | 24 | Other | Premium | 18 | 2 | Small Business | Medium | 7 | Engineering | ENG-Gio A. | Closed | No | null | 3 | 0.92 | 3.08 | 0 | 507.68 | 2024-06-24 13:36:00 | 2024-07-15 15:45:00 | 2024-07-16 12:35:00 | ENG-Gio A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 68.92 | 3 |
1,499,743 | 2022-04-27 11:28:00 | Not sure this is the right place, but i'm getting an error during the OAuth flow. (on the Web Portal) Please advise. | Integrations & API | integrations_oauth_flow_error | Web Portal | Self-Service | North America | Spanish | Raj Johnson | raj.johnson217@icloud.com | 67 | Female | Basic | 29 | 4 | Enterprise | Urgent | 7 | Tier 1 Support | T1-Ivan P. | Closed | No | null | 0 | 0.45 | 1.98 | 0 | 5.5 | 2022-04-27 16:58:00 | 2022-04-27 16:58:00 | 2022-04-27 17:34:00 | T1-Ivan P. | Walked the customer through troubleshooting; issue resolved after config change. | 4 | No | 2.02 | 4 |
1,499,744 | 2022-09-08 06:36:00 | Good morning, I'm having an issue. How do I generate an API key? This started today. | Integrations & API | integrations_api_key_generate | Payment Gateway | Chat | North America | English | Robert Ivanov | robert.ivanov793@yahoo.com | 32 | Male | Free | 25 | 4 | Small Business | Medium | 1 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.09 | 0.31 | 0 | 8.7 | 2022-09-08 15:18:00 | 2022-09-08 15:18:00 | 2022-09-11 11:05:00 | ENG-Gio A. | Provided the relevant setting/steps; customer confirmed it worked. | 72 | No | 71.69 | 5 |
1,499,745 | 2023-03-30 10:07:00 | I need to add my VAT/Tax ID to my billing profile. This is fairly urgent for us. | Billing | billing_tax_id_update | Desktop Client | Email | South America | Spanish | Tom Okafor | tom.okafor801@gmail.com | 39 | Female | Basic | 60 | 5 | Small Business | Medium | 1 | Billing | BIL-Cai A. | Closed | No | null | 0 | 0.05 | 0.18 | 0 | 2.05 | 2023-03-30 12:10:00 | 2023-03-30 12:10:00 | 2023-04-02 20:13:00 | BIL-Cai A. | Provided the relevant setting/steps; customer confirmed it worked. | 72 | No | 71.82 | 4 |
1,499,746 | 2022-11-30 17:53:00 | Hello, Quick question - Which plan is right for my team size? | Subscription | subscription_plan_comparison | Web Portal | Social Media | Asia | English | Sofia Patel | sofia.patel71@outlook.com | 52 | Other | Premium | 68 | 2 | Enterprise | Low | 5 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.32 | 1.08 | 0 | 8.18 | 2022-12-01 02:04:00 | 2022-12-01 02:04:00 | 2022-12-02 10:25:00 | T1-Ade A. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 118.92 | 4 |
1,499,747 | 2023-04-24 10:20:00 | Hi, Hoping you can help: what is your refund policy? Let me know what you need from me. | Refunds | refunds_refund_policy | Analytics Suite | Chat | Oceania | Portuguese | Tom Haddad | tom.haddad452@gmail.com | 43 | Male | Premium | 41 | 0 | Enterprise | Low | 1 | Billing | BIL-Cai A. | Closed | No | null | 0 | 0.12 | 0.39 | 0 | 13.05 | 2023-04-24 23:23:00 | 2023-04-24 23:23:00 | 2023-04-28 07:49:00 | BIL-Cai A. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 119.61 | 4 |
1,499,748 | 2024-03-01 15:11:00 | Hi there, Need some help here. My changes aren't being saved when I hit save. This is fairly urgent for us. | Bugs & Errors | bugs_data_not_saving | API Platform | Chat | Europe | English | Aisha Lopez | aisha.lopez307@yahoo.com | 33 | Male | Enterprise | 19 | 1 | Individual | Medium | 5 | Tier 2 Support | T2-Sami E. | Cancelled | null | null | 0 | 3.5 | null | 107.41 | null | null | null | 2024-03-03 20:21:00 | null | Ticket cancelled/withdrawn before resolution. | 72 | No | null | null |
1,499,749 | 2022-08-26 20:12:00 | Good morning, I'm having an issue. I found a bug in the latest update affecting report generation. Let me know what you need from me. | Bugs & Errors | bugs_report_generation_bug | Analytics Suite | Email | Europe | French | Sofia Rossi | sofia.rossi161@yahoo.com | 34 | Female | Basic | 27 | 2 | Enterprise | Urgent | 8 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 61.3 | 2022-08-29 09:30:00 | 2022-08-29 09:30:00 | 2022-08-29 10:05:00 | ENG-Gio A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 4 | No | 2.5 | 4 |
1,499,750 | 2024-06-07 17:42:00 | Need some help here. How do I transfer account ownership? This is fairly urgent for us. | Account Management | account_change_owner | API Platform | Chat | Asia | Mandarin | Nadia Kim | nadia.kim484@proton.me | 47 | Other | Free | 14 | 3 | Enterprise | Low | 4 | Tier 1 Support | T1-Kofi A. | Closed | No | null | 0 | 0.65 | 3.1 | 0 | 58.4 | 2024-06-10 04:06:00 | 2024-06-10 04:06:00 | 2024-06-10 04:51:00 | T1-Kofi A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 120 | No | 116.9 | 5 |
1,499,751 | 2024-07-02 10:26:00 | Hi team, Not sure this is the right place, but the app uses a lot of memory in my browser. (on the Analytics Suite) Thanks in advance. | Performance | performance_memory_usage_high | Analytics Suite | Email | South America | English | Carlos Wang | carlos.wang305@gmail.com | 38 | Female | Premium | 53 | 2 | Enterprise | Medium | 9 | Engineering | ENG-Viktor Y. | Closed | Yes | LLM confidence below threshold | 0 | 3.36 | 9.1 | 0 | 26.67 | 2024-07-03 13:06:00 | 2024-07-03 13:06:00 | 2024-07-05 06:52:00 | ENG-Viktor Y. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 62.9 | 2 |
1,499,752 | 2022-07-28 19:09:00 | Hi, Reaching out because a team member has more access than they should. It's been happening since yesterday. | Security | security_permissions_too_broad | Payment Gateway | Email | Asia | Spanish | Raj Lopez | raj.lopez381@yahoo.com | 39 | Female | Free | 65 | 2 | Individual | High | 6 | Security | SEC-Elias R. | Closed | No | null | 0 | 1.67 | 3.2 | 9.01 | 18.05 | 2022-07-29 13:12:00 | 2022-07-29 13:12:00 | 2022-07-29 13:15:00 | SEC-Elias R. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 20.8 | 4 |
1,499,753 | 2022-05-19 13:03:00 | Hi team, My verification email never arrived during signup. Let me know what you need from me. | Authentication & Access | authentication_email_verification | Web Portal | Email | Europe | English | Carlos Anderson | carlos.anderson634@gmail.com | 24 | Female | Basic | 56 | 3 | Individual | Low | 5 | Tier 1 Support | T1-Ade A. | Open | null | null | 0 | 0.08 | null | 0 | null | null | null | null | null | null | 120 | No | null | null |
1,499,754 | 2022-06-29 11:42:00 | Quick question - Where is my data physically stored? Thanks in advance. | Account Management | account_data_residency | Mobile App | Email | Oceania | English | Carlos Kim | carlos.kim702@icloud.com | 21 | Female | Basic | 8 | 1 | Individual | Low | 7 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.13 | 0.45 | 0 | 11.73 | 2022-06-29 23:26:00 | 2022-06-29 23:26:00 | 2022-07-01 23:04:00 | T1-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 120 | No | 119.55 | 3 |
1,499,755 | 2024-08-16 10:01:00 | Hello, Need some help here. A feature that worked yesterday stopped working today. (on the Desktop Client) | Bugs & Errors | bugs_feature_not_working | Desktop Client | Email | Europe | German | Grace Brown | grace.brown528@icloud.com | 34 | Male | Premium | 54 | 3 | Individual | High | 6 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 5.82 | 17.72 | 0 | 97.72 | 2024-08-20 11:44:00 | 2024-08-20 11:44:00 | 2024-08-21 05:41:00 | T1-Grace O. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 6.28 | 3 |
1,499,756 | 2022-01-18 05:22:00 | Hi there, I'm having an issue. Is the response time I'm seeing normal? Please advise. | Performance | performance_perf_baseline_question | Payment Gateway | Phone | North America | English | Yuki Rossi | yuki.rossi536@icloud.com | 21 | Male | Basic | 33 | 3 | Individual | Low | 2 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.37 | 1.25 | 37.05 | 47.92 | 2022-01-20 05:17:00 | 2022-01-20 05:17:00 | 2022-01-20 05:26:00 | ENG-Gio A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 118.75 | 5 |
1,499,757 | 2024-09-30 09:56:00 | Hello, Been struggling with this. Search results take forever to return. Happy to share more detail. | Performance | performance_search_slow | API Platform | Email | Africa | German | Grace Garcia | grace.garcia986@outlook.com | 66 | Other | Premium | 9 | 3 | Enterprise | High | 3 | Tier 1 Support | T1-Kofi A. | Closed | No | null | 0 | 0.89 | 1.77 | 0 | 1.77 | 2024-09-30 11:42:00 | 2024-09-30 11:42:00 | 2024-10-03 20:15:00 | T1-Ben T. | Walked the customer through troubleshooting; issue resolved after config change. | 24 | No | 22.23 | 4 |
1,499,758 | 2022-06-20 14:04:00 | I'm having an issue. How do I update my profile information? We're a bit stuck. | Account Management | account_update_profile | Payment Gateway | Chat | Africa | German | Raj Garcia | raj.garcia948@icloud.com | 51 | Other | Premium | 25 | 4 | Corporate | Medium | 3 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.03 | 0.09 | 2,243.88 | 2,243.96 | 2022-06-20 14:09:00 | 2022-06-20 14:09:00 | 2022-06-20 15:11:00 | T1-Ade A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 72 | No | 71.91 | 4 |
1,499,759 | 2024-07-23 11:45:00 | Hey, Quick question - A calculated field is showing the wrong result. (on the Payment Gateway) This started today. | Bugs & Errors | bugs_calc_wrong | Payment Gateway | Chat | North America | Spanish | Sofia Johnson | sofia.johnson460@proton.me | 29 | Male | Free | 50 | 1 | Individual | Medium | 8 | Engineering | ENG-Viktor Y. | Closed | Yes | Requires specialist / policy decision | 0 | 11.76 | 28.57 | 0 | 79.82 | 2024-07-26 19:34:00 | 2024-07-26 19:34:00 | 2024-07-29 23:25:00 | ENG-Zane U. | Coordinated with billing/security team; resolution completed and customer notified. | 72 | No | 43.43 | 3 |
1,499,760 | 2023-01-06 21:15:00 | Hey, Need some help here. I'm hitting rate limits on the API. (on the Mobile App) It's been happening since yesterday. | Integrations & API | integrations_rate_limit | Mobile App | Chat | Asia | Spanish | Tom Okafor | tom.okafor973@yahoo.com | 36 | Male | Free | 32 | 3 | Corporate | Low | 4 | Tier 1 Support | T1-Ana R. | Closed | Yes | LLM confidence below threshold | 0 | 1.77 | 3.17 | 0 | 54.92 | 2023-01-09 04:10:00 | 2023-01-09 04:10:00 | 2023-01-10 03:28:00 | T1-Lena V. | Walked the customer through troubleshooting; issue resolved after config change. | 120 | No | 116.83 | 5 |
1,499,761 | 2024-07-05 10:04:00 | Quick question - Large reports time out before they finish generating. This started today. | Performance | performance_report_timeout | Desktop Client | Email | Europe | Spanish | Tom Nguyen | tom.nguyen900@yahoo.com | 49 | Male | Free | 24 | 3 | Corporate | Medium | 7 | Engineering | ENG-Viktor Y. | Closed | No | null | 0 | 0.74 | 17.65 | 0 | 97.65 | 2024-07-09 11:43:00 | 2024-07-09 11:43:00 | 2024-07-11 07:07:00 | ENG-Yara Q. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 54.35 | 2 |
1,499,762 | 2022-03-07 11:20:00 | Hi team, Need some help here. I think my account has been compromised. We're a bit stuck. | Security | security_compromised_account | API Platform | Email | South America | Spanish | Robert Okafor | robert.okafor802@proton.me | 60 | Female | Premium | 35 | 4 | Corporate | Urgent | 8 | Security | SEC-Farah D. | Closed | Yes | Requires specialist / policy decision | 0 | 14.84 | 32.76 | 172.94 | 270.35 | 2022-03-18 17:41:00 | 2022-03-18 17:41:00 | 2022-03-19 10:33:00 | SEC-Elias R. | Manual review completed by a human agent; outcome communicated to the customer. | 4 | Yes | -28.76 | 2 |
1,499,763 | 2022-12-30 13:09:00 | Hi team, Been struggling with this. My changes aren't being saved when I hit save. | Bugs & Errors | bugs_data_not_saving | API Platform | Social Media | North America | French | Liam Garcia | liam.garcia998@proton.me | 33 | Female | Basic | 26 | 5 | Small Business | Urgent | 4 | Engineering | ENG-Wendy X. | Closed | No | null | 0 | 0.34 | 0.89 | 0 | 2.73 | 2022-12-30 15:53:00 | 2022-12-30 15:53:00 | 2022-12-31 08:16:00 | ENG-Yara Q. | Investigated the issue, applied a fix, and verified with the customer. | 4 | No | 3.11 | 4 |
1,499,764 | 2024-01-14 14:17:00 | Been struggling with this. How do I update my profile information? Let me know what you need from me. | Account Management | account_update_profile | Payment Gateway | Chat | Europe | Spanish | Robert Johnson | robert.johnson272@proton.me | 57 | Female | Free | 66 | 6 | Enterprise | Low | 1 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.04 | 0.13 | 0 | 17.83 | 2024-01-15 08:07:00 | 2024-01-15 08:07:00 | 2024-01-15 18:44:00 | T1-Ade A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 119.87 | 5 |
1,499,765 | 2023-07-18 16:32:00 | Quick question - My refund was denied and I want to appeal. Thanks in advance. | Refunds | refunds_refund_denied_appeal | Mobile App | Email | North America | Portuguese | Chen Haddad | chen.haddad817@proton.me | 36 | Female | Premium | 33 | 4 | Small Business | Urgent | 7 | Billing | BIL-Bruno M. | Closed | No | null | 0 | 0.65 | 2.67 | 0 | 2.65 | 2023-07-18 19:11:00 | 2023-07-18 19:11:00 | 2023-07-21 18:25:00 | BIL-Aiko I. | Coordinated with billing/security team; resolution completed and customer notified. | 4 | No | 1.33 | 3 |
1,499,766 | 2024-11-18 19:04:00 | Hey, Not sure this is the right place, but please permanently delete my personal data. Happy to share more detail. | Security | security_delete_my_data | Analytics Suite | Chat | South America | French | Nadia Miller | nadia.miller821@yahoo.com | 59 | Other | Premium | 35 | 2 | Enterprise | Low | 7 | Tier 2 Support | T2-Marco B. | Closed | Yes | Requires specialist / policy decision | 0 | 27.26 | 80 | 150.1 | 486.1 | 2024-12-09 01:10:00 | 2024-12-09 01:10:00 | 2024-12-09 06:56:00 | T2-Rosa C. | Reviewed the case with the specialist team and processed the required action. | 120 | No | 40 | 3 |
1,499,767 | 2024-01-03 08:11:00 | Hello, Been struggling with this. We rebranded; how do I change our company name? (on the Mobile App) Please advise. | Account Management | account_company_name_change | Mobile App | Email | North America | Portuguese | Carlos Wang | carlos.wang579@outlook.com | 31 | Female | Free | 4 | 4 | Small Business | Medium | 3 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.13 | -0.44 | 24.66 | 31.9 | 2024-01-04 16:05:00 | 2024-01-04 16:05:00 | 2024-01-04 22:33:00 | T1-Ade A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 72 | No | 71.56 | 5 |
1,499,768 | 2024-02-18 17:45:00 | Good morning, I'm having an issue. I'm getting sync-conflict errors when editing on two devices. (on the Web Portal) Happy to share more detail. | Data Sync | data_sync_conflict | Web Portal | Chat | North America | German | Raj Haddad | raj.haddad526@gmail.com | 23 | Other | Free | 44 | 0 | Small Business | Medium | 4 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 22.75 | 2024-02-19 16:30:00 | 2024-02-19 16:30:00 | 2024-02-22 20:02:00 | ENG-Gio A. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 70.5 | 4 |
1,499,769 | 2024-06-18 11:07:00 | Hi, Hoping you can help: i want to upgrade to a higher plan. (on the Payment Gateway) We're a bit stuck. | Subscription | subscription_upgrade_plan | Payment Gateway | Self-Service | Oceania | Spanish | Raj Nguyen | raj.nguyen311@gmail.com | 29 | Male | Free | 65 | 4 | Enterprise | High | 4 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.11 | 10.55 | 0 | 14.77 | 2024-06-18 23:21:00 | 2024-06-18 23:21:00 | 2024-06-19 01:19:00 | T1-Ade A. | Sent the requested information and confirmed the customer's issue was resolved. | 24 | No | 23.63 | 3 |
1,499,770 | 2022-01-29 13:24:00 | Good morning, Hoping you can help: please change the email address my invoices are sent to. (on the Desktop Client) Please advise. | Billing | billing_update_billing_email | Desktop Client | Chat | North America | German | William Nguyen | william.nguyen929@yahoo.com | 59 | Other | Basic | 59 | 2 | Small Business | Medium | 1 | Billing | BIL-Cai A. | Closed | No | null | 0 | 0.25 | 0.82 | 0 | 50.42 | 2022-01-31 15:49:00 | 2022-01-31 15:49:00 | 2022-02-02 06:43:00 | BIL-Cai A. | Provided the relevant setting/steps; customer confirmed it worked. | 72 | No | 71.18 | 4 |
1,499,771 | 2023-09-29 14:46:00 | Hi team, Quick question - I need to change the number of seats on my plan. (on the Analytics Suite) This is fairly urgent for us. | Subscription | subscription_seat_count_change | Analytics Suite | Email | Asia | French | Maria Patel | maria.patel597@yahoo.com | 56 | Other | Premium | 5 | 5 | Individual | Medium | 4 | Tier 1 Support | T1-Ade A. | Closed | No | null | 1 | 0.53 | 1.75 | 0 | 224.5 | 2023-10-02 01:52:00 | 2023-10-08 23:16:00 | 2023-10-12 08:47:00 | T1-Ade A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 70.25 | 3 |
1,499,772 | 2023-02-21 19:06:00 | Hi there, Hoping you can help: i would like to request a refund for the recent charge. Please advise. | Refunds | refunds_refund_request | Web Portal | Chat | Europe | English | Sofia Rossi | sofia.rossi673@gmail.com | 60 | Female | Basic | 68 | 6 | Small Business | High | 4 | Billing | BIL-Aiko I. | Closed | No | null | 0 | 1.36 | 9.27 | 0 | 38.17 | 2023-02-23 09:16:00 | 2023-02-23 09:16:00 | 2023-02-25 01:06:00 | BIL-Cora T. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 14.73 | 3 |
1,499,773 | 2023-09-01 13:16:00 | Good morning, Not sure this is the right place, but some of my records appear corrupted after a sync. It's been happening since yesterday. | Data Sync | data_data_corruption | API Platform | Social Media | North America | Portuguese | Patricia Anderson | patricia.anderson114@proton.me | 51 | Male | Premium | 53 | 7 | Corporate | Medium | 6 | Tier 1 Support | T1-Kofi A. | Closed | Yes | Requires specialist / policy decision | 3 | 3.75 | 15.3 | 0 | 403.98 | 2023-09-01 22:39:00 | 2023-09-18 09:15:00 | 2023-09-20 05:02:00 | T1-Kofi A. | Coordinated with billing/security team; resolution completed and customer notified. | 72 | No | 56.7 | 3 |
1,499,774 | 2023-05-01 12:50:00 | Good morning, Been struggling with this. I want to close my account. Any help appreciated. | Account Management | account_close_account | Mobile App | Email | North America | Portuguese | Linda Smith | linda.smith331@proton.me | 42 | Female | Basic | 31 | 3 | Small Business | Medium | 2 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 3.67 | 2023-05-01 16:30:00 | 2023-05-01 16:30:00 | 2023-05-04 17:37:00 | T1-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 70.5 | 5 |
1,499,775 | 2023-05-03 08:01:00 | Hi there, Hoping you can help: i am unable to access my account after entering correct credentials. This started today. | Authentication & Access | authentication_cannot_login_correct_creds | Desktop Client | Phone | North America | German | Sofia Williams | sofia.williams831@outlook.com | 70 | Female | Premium | 57 | 5 | Enterprise | High | 6 | Tier 2 Support | T2-Priya G. | Closed | No | null | 0 | 0.41 | 1.1 | 0 | 8.08 | 2023-05-03 16:06:00 | 2023-05-03 16:06:00 | 2023-05-05 04:20:00 | T2-Tara J. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 22.9 | 4 |
1,499,776 | 2024-07-09 10:14:00 | Hi team, Reaching out because how do I create custom fields? Any help appreciated. | Onboarding & How-To | onboarding_custom_fields | Web Portal | Email | Asia | Mandarin | William Rossi | william.rossi242@outlook.com | 40 | Male | Enterprise | 25 | 2 | Individual | Low | 4 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 7.71 | 23.97 | 2024-07-10 10:12:00 | 2024-07-10 10:12:00 | 2024-07-13 19:28:00 | T1-Ade A. | Walked the customer through troubleshooting; issue resolved after config change. | 120 | No | 118.5 | 5 |
1,499,777 | 2024-02-16 12:40:00 | Quick question - My dashboard is showing data from yesterday, not live. (on the Desktop Client) Please advise. | Data Sync | data_stale_data | Desktop Client | Email | South America | German | Carlos Johnson | carlos.johnson379@icloud.com | 27 | Other | Basic | 28 | 5 | Corporate | Medium | 5 | Tier 2 Support | T2-Sami E. | Closed | Yes | LLM confidence below threshold | 0 | 0.24 | 3.4 | 0 | 3.38 | 2024-02-16 16:03:00 | 2024-02-16 16:03:00 | 2024-02-17 02:48:00 | T2-Marco B. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 68.6 | 3 |
1,499,778 | 2023-02-14 17:11:00 | Hi there, Hoping you can help: how do I set up the mobile app? It's been happening since yesterday. | Onboarding & How-To | onboarding_mobile_app_setup | Mobile App | Self-Service | North America | English | Nadia Williams | nadia.williams780@icloud.com | 26 | Male | Basic | 56 | 1 | Corporate | High | 2 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.31 | 1.02 | 0 | 1.02 | 2023-02-14 18:12:00 | 2023-02-14 18:12:00 | 2023-02-17 11:00:00 | T1-Ade A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 24 | No | 22.98 | 4 |
1,499,779 | 2024-02-27 08:49:00 | Hey, Not sure this is the right place, but i'm getting an error during the OAuth flow. (on the Analytics Suite) | Integrations & API | integrations_oauth_flow_error | Analytics Suite | Chat | North America | English | Linda Nguyen | linda.nguyen941@yahoo.com | 34 | Other | Free | 11 | 1 | Enterprise | Low | 7 | Tier 2 Support | T2-Marco B. | Closed | No | null | 0 | 2.99 | 13.97 | 0 | 36.15 | 2024-02-28 20:58:00 | 2024-02-28 20:58:00 | 2024-02-29 06:29:00 | T2-Omar D. | Reproduced the problem, escalated to L2, and confirmed resolution. | 120 | No | 106.03 | 2 |
1,499,780 | 2022-03-18 11:43:00 | Good morning, Been struggling with this. A feature that worked yesterday stopped working today. Thanks in advance. | Bugs & Errors | bugs_feature_not_working | Desktop Client | Self-Service | North America | Spanish | Olga Muller | olga.muller956@outlook.com | 23 | Male | Basic | 62 | 3 | Small Business | Medium | 2 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.45 | 1.5 | 11.02 | 15.8 | 2022-03-19 03:31:00 | 2022-03-19 03:31:00 | 2022-03-19 21:28:00 | ENG-Gio A. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 70.5 | 4 |
1,499,781 | 2024-12-02 08:23:00 | Hoping you can help: changes I made offline didn't save when I reconnected. It's been happening since yesterday. | Data Sync | data_offline_changes_lost | Payment Gateway | Phone | Europe | English | Liam Patel | liam.patel367@proton.me | 71 | Female | Basic | 11 | 4 | Corporate | High | 5 | Tier 2 Support | T2-Priya G. | Closed | No | null | 0 | 3.24 | 5.18 | 0 | 5.18 | 2024-12-02 13:34:00 | 2024-12-02 13:34:00 | 2024-12-05 09:05:00 | T2-Nadia H. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 18.82 | 3 |
1,499,782 | 2022-08-26 09:37:00 | Hey, Been struggling with this. How can I see the sync status of my account? (on the Mobile App) Any help appreciated. | Data Sync | data_sync_status_check | Mobile App | Email | North America | English | Chen Anderson | chen.anderson997@gmail.com | 28 | Other | Free | 7 | 3 | Enterprise | Medium | 2 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.06 | 0.2 | 0 | 5.57 | 2022-08-26 15:11:00 | 2022-08-26 15:11:00 | 2022-08-29 19:45:00 | ENG-Gio A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 72 | No | 71.8 | 5 |
1,499,783 | 2024-02-12 18:34:00 | Hi there, I'm having an issue. I received a phishing email pretending to be you. Let me know what you need from me. | Security | security_phishing_report | Desktop Client | Chat | South America | German | Grace Anderson | grace.anderson298@gmail.com | 22 | Male | Free | 51 | 5 | Enterprise | High | 5 | Security | SEC-Farah D. | Closed | Yes | Requires specialist / policy decision | 0 | 1.67 | 8.63 | 0 | 24.62 | 2024-02-13 19:11:00 | 2024-02-13 19:11:00 | 2024-02-14 10:30:00 | SEC-Gaby L. | Reviewed the case with the specialist team and processed the required action. | 24 | No | 15.37 | 3 |
1,499,784 | 2022-05-02 12:11:00 | Good morning, Hoping you can help: i'm hitting rate limits on the API. We're a bit stuck. | Integrations & API | integrations_rate_limit | Analytics Suite | Email | North America | French | Yuki Wang | yuki.wang132@gmail.com | 71 | Male | Premium | 61 | 3 | Corporate | Medium | 6 | Tier 1 Support | T1-Hana L. | Closed | Yes | LLM confidence below threshold | 0 | 1.36 | 3.38 | 0 | 6.18 | 2022-05-02 18:22:00 | 2022-05-02 18:22:00 | 2022-05-03 06:45:00 | T1-Ivan P. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 68.62 | 3 |
1,499,785 | 2024-12-26 17:07:00 | Hello, Hoping you can help: the payment was deducted but the transaction shows failed. Please advise. | Billing | billing_payment_deducted_failed | Desktop Client | Email | North America | French | Nadia Nguyen | nadia.nguyen602@icloud.com | 45 | Other | Premium | 19 | 4 | Small Business | High | 8 | Billing | BIL-Bruno M. | Closed | Yes | Requires specialist / policy decision | 0 | 4.44 | 10 | 0 | 26 | 2024-12-27 19:07:00 | 2024-12-27 19:07:00 | 2024-12-27 19:10:00 | BIL-Aiko I. | Manual review completed by a human agent; outcome communicated to the customer. | 24 | No | 14 | 3 |
1,499,786 | 2024-02-14 16:28:00 | Hello, Need some help here. My integration stopped working after an update. (on the API Platform) We're a bit stuck. | Integrations & API | integrations_integration_broken | API Platform | Chat | North America | Mandarin | Raj Wang | raj.wang243@icloud.com | 73 | Female | Basic | 16 | 5 | Enterprise | Medium | 6 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 1.5 | 2024-02-14 17:58:00 | 2024-02-14 17:58:00 | 2024-02-16 03:25:00 | ENG-Gio A. | Walked the customer through troubleshooting; issue resolved after config change. | 72 | No | 70.5 | 4 |
1,499,787 | 2023-08-15 17:49:00 | Hi, Been struggling with this. Large reports time out before they finish generating. Please advise. | Performance | performance_report_timeout | Web Portal | Email | Asia | Mandarin | Robert Miller | robert.miller419@icloud.com | 52 | Other | Free | 63 | 3 | Small Business | High | 5 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.45 | 51.71 | 0 | 72.39 | 2023-08-16 02:30:00 | 2023-08-16 02:30:00 | 2023-08-18 00:48:00 | ENG-Gio A. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 22.5 | 4 |
1,499,788 | 2022-12-23 05:50:00 | Been struggling with this. We rebranded; how do I change our company name? This started today. | Account Management | account_company_name_change | Mobile App | Email | Asia | Portuguese | Sofia Johnson | sofia.johnson505@outlook.com | 58 | Female | Basic | 7 | 3 | Small Business | Urgent | 3 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.02 | 0.06 | 0 | 0.05 | 2022-12-23 05:53:00 | 2022-12-23 05:53:00 | 2022-12-24 23:56:00 | T1-Ade A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 4 | No | 3.94 | 4 |
1,499,789 | 2023-02-22 08:08:00 | Reaching out because how do I add another admin? | Account Management | account_add_admin | API Platform | Email | Asia | German | William Garcia | william.garcia944@gmail.com | 56 | Other | Premium | 22 | 3 | Corporate | High | 4 | Tier 1 Support | T1-Ben T. | Cancelled | null | null | 0 | 0.02 | null | 0 | null | null | null | 2023-02-25 16:49:00 | null | Ticket cancelled/withdrawn before resolution. | 24 | No | null | null |
1,499,790 | 2022-07-08 15:33:00 | Hello, Not sure this is the right place, but only some of my records synced; others are missing. It's been happening since yesterday. | Data Sync | data_partial_sync | Desktop Client | Email | Asia | German | Sofia Wang | sofia.wang100@yahoo.com | 70 | Female | Premium | 1 | 2 | Corporate | Low | 7 | Engineering | ENG-Viktor Y. | Closed | Yes | LLM confidence below threshold | 0 | 0.8 | 4.39 | 11.18 | 73.02 | 2022-07-11 16:34:00 | 2022-07-11 16:34:00 | 2022-07-11 17:45:00 | ENG-Zane U. | Investigated the issue, applied a fix, and verified with the customer. | 120 | No | 115.61 | 3 |
1,499,791 | 2024-12-09 13:16:00 | Good morning, Hoping you can help: can my refund go to a different payment method? | Refunds | refunds_refund_method | API Platform | Chat | North America | Portuguese | Aisha Brown | aisha.brown326@icloud.com | 65 | Female | Premium | 24 | 3 | Individual | Urgent | 1 | Billing | BIL-Cai A. | Closed | No | null | 0 | 0.12 | 0.41 | 0 | 2.13 | 2024-12-09 15:24:00 | 2024-12-09 15:24:00 | 2024-12-11 13:18:00 | BIL-Cai A. | Walked the customer through troubleshooting; issue resolved after config change. | 4 | No | 3.59 | 5 |
1,499,792 | 2023-06-21 11:29:00 | Hi team, Need some help here. How do I set up the mobile app? Happy to share more detail. | Onboarding & How-To | onboarding_mobile_app_setup | API Platform | Self-Service | Europe | Portuguese | Olga Nguyen | olga.nguyen270@yahoo.com | 36 | Female | Enterprise | 62 | 0 | Small Business | High | 2 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.04 | 0.12 | 0 | 0.12 | 2023-06-21 11:36:00 | 2023-06-21 11:36:00 | 2023-06-22 08:50:00 | T1-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 24 | No | 23.88 | 4 |
1,499,793 | 2023-10-06 13:35:00 | Hi team, I'm having an issue. Can I extend my free trial? Let me know what you need from me. | Subscription | subscription_trial_extension | Payment Gateway | Email | North America | French | James Patel | james.patel169@icloud.com | 50 | Male | Free | 51 | 6 | Individual | Low | 5 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 2.92 | 2023-10-06 16:30:00 | 2023-10-06 16:30:00 | 2023-10-08 14:44:00 | T1-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 120 | No | 118.5 | 4 |
1,499,794 | 2023-12-26 16:31:00 | Hi team, Hoping you can help: please permanently delete my personal data. (on the Desktop Client) It's been happening since yesterday. | Security | security_delete_my_data | Desktop Client | Chat | South America | Mandarin | Sofia Silva | sofia.silva738@icloud.com | 66 | Male | Premium | 37 | 5 | Small Business | Low | 6 | Security | SEC-Gaby L. | Closed | Yes | Requires specialist / policy decision | 0 | 2.63 | 80 | 0 | 336 | 2024-01-09 16:31:00 | 2024-01-09 16:31:00 | 2024-01-11 03:35:00 | SEC-Elias R. | Coordinated with billing/security team; resolution completed and customer notified. | 120 | No | 40 | 3 |
1,499,795 | 2022-04-24 15:26:00 | Hello, I am experiencing very slow performance while using the dashboard. (on the API Platform) This started today. | Performance | performance_slow_dashboard | API Platform | Self-Service | Europe | German | Liam Williams | liam.williams645@icloud.com | 61 | Other | Basic | 67 | 3 | Enterprise | Medium | 5 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 18.07 | 2022-04-25 09:30:00 | 2022-04-25 09:30:00 | 2022-04-25 11:26:00 | ENG-Gio A. | Walked the customer through troubleshooting; issue resolved after config change. | 72 | No | 70.5 | 4 |
1,499,796 | 2023-05-25 08:09:00 | Hi, A feature that worked yesterday stopped working today. Please advise. | Bugs & Errors | bugs_feature_not_working | Payment Gateway | Chat | Asia | Spanish | Liam Williams | liam.williams961@gmail.com | 37 | Other | Premium | 17 | 4 | Individual | High | 9 | Engineering | ENG-Wendy X. | Closed | No | null | 0 | 2.15 | -9.91 | 7.17 | 97.07 | 2023-05-29 09:13:00 | 2023-05-29 09:13:00 | 2023-05-30 14:50:00 | ENG-Viktor Y. | Walked the customer through troubleshooting; issue resolved after config change. | 24 | No | 14.09 | 3 |
1,499,797 | 2023-11-09 10:54:00 | Hi, Reaching out because some of my records appear corrupted after a sync. (on the Desktop Client) | Data Sync | data_data_corruption | Desktop Client | Social Media | North America | Mandarin | Carlos Lopez | carlos.lopez283@gmail.com | 21 | Female | Free | 59 | 0 | Corporate | High | 10 | Engineering | ENG-Yara Q. | Closed | Yes | Requires specialist / policy decision | 0 | 2.82 | 15.26 | 0 | 35.35 | 2023-11-10 22:15:00 | 2023-11-10 22:15:00 | 2023-11-11 09:49:00 | ENG-Uma Z. | Coordinated with billing/security team; resolution completed and customer notified. | 24 | No | 8.74 | 4 |
1,499,798 | 2024-02-16 18:57:00 | Been struggling with this. I received a phishing email pretending to be you. Thanks in advance. | Security | security_phishing_report | Payment Gateway | Email | North America | French | David Silva | david.silva778@icloud.com | 67 | Female | Free | 26 | 1 | Small Business | High | 6 | Security | SEC-Farah D. | Closed | Yes | Requires specialist / policy decision | 0 | 6.22 | 16.06 | 0 | 96.05 | 2024-02-20 19:00:00 | 2024-02-20 19:00:00 | 2024-02-23 18:26:00 | SEC-Elias R. | Coordinated with billing/security team; resolution completed and customer notified. | 24 | No | 7.94 | 2 |
1,499,799 | 2023-02-20 13:50:00 | Hey, Hoping you can help: my changes aren't being saved when I hit save. Let me know what you need from me. | Bugs & Errors | bugs_data_not_saving | Desktop Client | Self-Service | Europe | German | Yuki Patel | yuki.patel671@outlook.com | 49 | Male | Basic | 31 | 3 | Small Business | High | 8 | Engineering | ENG-Wendy X. | Closed | Yes | LLM confidence below threshold | 0 | 1.36 | 12.42 | 18.44 | 62.85 | 2023-02-23 04:41:00 | 2023-02-23 04:41:00 | 2023-02-23 04:46:00 | ENG-Uma Z. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 11.58 | 2 |
1,499,800 | 2023-11-28 08:30:00 | Hi team, Quick question - Can I extend my free trial? Thanks in advance. | Subscription | subscription_trial_extension | API Platform | Chat | Europe | Portuguese | Liam Wang | liam.wang564@yahoo.com | 57 | Female | Enterprise | 69 | 1 | Corporate | High | 5 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 1.5 | 2023-11-28 10:00:00 | 2023-11-28 10:00:00 | 2023-12-01 18:24:00 | T1-Ade A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 22.5 | 4 |
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