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values | issue_complexity_score int64 1 10 | assigned_team large_stringclasses 5
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values | escalated large_stringclasses 2
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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_breach_margin float64 -188 120 ⌀ | customer_satisfaction_score float64 1 5 ⌀ |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
1,499,901 | 2022-12-08 08:11:00 | Hi there, Hoping you can help: i deleted my account by mistake and want it back. Please advise. | Authentication & Access | authentication_recover_deleted_account | API Platform | Chat | Europe | Mandarin | Sofia Smith | sofia.smith222@gmail.com | 43 | Female | Free | 38 | 2 | Corporate | Medium | 7 | Tier 1 Support | T1-Chloe M. | Closed | No | null | 0 | 14.25 | 28.34 | 0 | 124.33 | 2022-12-13 12:31:00 | 2022-12-13 12:31:00 | 2022-12-13 13:55:00 | T1-Lena V. | Reviewed the case with the specialist team and processed the required action. | 72 | No | 43.66 | 4 |
1,499,902 | 2024-12-18 11:03:00 | Hey, Need some help here. How do I generate an API key? (on the Desktop Client) Please advise. | Integrations & API | integrations_api_key_generate | Desktop Client | Chat | North America | Mandarin | Raj Patel | raj.patel717@gmail.com | 63 | Male | Premium | 68 | 5 | Individual | High | 5 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.34 | 1.12 | 22.14 | 27.2 | 2024-12-19 14:15:00 | 2024-12-19 14:15:00 | 2024-12-22 06:05:00 | ENG-Gio A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 24 | No | 22.88 | null |
1,499,903 | 2022-02-22 14:00:00 | Hi there, Quick question - I was charged for a renewal I didn't expect. Please advise. | Subscription | subscription_unexpected_renewal | Web Portal | Chat | Asia | Portuguese | Olga Garcia | olga.garcia708@proton.me | 28 | Other | Basic | 71 | 1 | Small Business | High | 6 | Tier 1 Support | T1-Chloe M. | Closed | Yes | Requires specialist / policy decision | 0 | 15.79 | 27.68 | 0 | 134.67 | 2022-02-28 04:40:00 | 2022-02-28 04:40:00 | 2022-03-03 07:34:00 | T1-Hana L. | Coordinated with billing/security team; resolution completed and customer notified. | 24 | Yes | -3.68 | 3 |
1,499,904 | 2024-12-19 11:18:00 | Good morning, Not sure this is the right place, but my subscription was cancelled without my request. Any help appreciated. | Subscription | subscription_cancel_without_request | Web Portal | Chat | North America | English | Grace Muller | grace.muller437@gmail.com | 37 | Other | Enterprise | 3 | 6 | Individual | Urgent | 3 | Tier 1 Support | T1-Ben T. | Open | null | null | 0 | 0.13 | null | 0 | null | null | null | null | null | null | 4 | No | null | null |
1,499,905 | 2023-05-09 18:37:00 | Hi, I'm having an issue. 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 | Web Portal | Chat | Europe | English | Ahmed Okafor | ahmed.okafor364@icloud.com | 37 | Other | Enterprise | 8 | 1 | Small Business | Urgent | 4 | Tier 1 Support | T1-Ade A. | Closed | No | null | 4 | 1.05 | 3.49 | 0 | 369.65 | 2023-05-10 09:44:00 | 2023-05-25 04:16:00 | 2023-05-27 23:56:00 | T1-Ade A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 4 | No | 0.51 | 3 |
1,499,906 | 2023-11-28 15:12:00 | Hey, Not sure this is the right place, but how do I reactivate a suspended account? | Account Management | account_reactivate_account | Analytics Suite | Self-Service | Europe | Spanish | Raj Wang | raj.wang323@yahoo.com | 34 | Female | Basic | 5 | 4 | Individual | Medium | 6 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 17.5 | 2023-11-29 08:42:00 | 2023-11-29 08:42:00 | 2023-12-02 07:31:00 | T1-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 70.5 | 4 |
1,499,907 | 2023-08-20 11:06:00 | Hey, Been struggling with this. Is the response time I'm seeing normal? Please advise. | Performance | performance_perf_baseline_question | Mobile App | Chat | Europe | French | David Ivanov | david.ivanov802@gmail.com | 47 | Other | Free | 27 | 4 | Small Business | Low | 2 | Engineering | ENG-Gio A. | Closed | No | null | 3 | 0.68 | 2.26 | 0 | 115.43 | 2023-08-21 09:07:00 | 2023-08-25 06:32:00 | 2023-08-26 04:08:00 | ENG-Gio A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 117.74 | 4 |
1,499,908 | 2024-11-21 12:39:00 | Hi there, Been struggling with this. Can I merge two accounts into one? We're a bit stuck. | Account Management | account_merge_accounts | API Platform | Phone | North America | French | Carlos Khan | carlos.khan473@outlook.com | 60 | Female | Basic | 6 | 6 | Enterprise | Medium | 9 | Tier 2 Support | T2-Omar D. | Closed | Yes | Requires specialist / policy decision | 0 | 10.1 | 34.56 | 0 | 148.9 | 2024-11-27 17:33:00 | 2024-11-27 17:33:00 | 2024-11-28 10:34:00 | T2-Tara J. | Manual review completed by a human agent; outcome communicated to the customer. | 72 | No | 37.44 | 3 |
1,499,909 | 2023-05-02 13:50:00 | Hi there, Quick question - I keep getting logged out every few minutes. Please advise. | Authentication & Access | authentication_session_timeout | Desktop Client | Chat | Europe | Mandarin | Emma Ivanov | emma.ivanov224@proton.me | 70 | Male | Free | 62 | 4 | Small Business | Urgent | 2 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.33 | 1.11 | 0 | 1.1 | 2023-05-02 14:56:00 | 2023-05-02 14:56:00 | 2023-05-04 05:55:00 | T1-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 4 | No | 2.89 | 5 |
1,499,910 | 2023-02-10 06:37:00 | Good morning, Quick question - My verification email never arrived during signup. (on the Desktop Client) Let me know what you need from me. | Authentication & Access | authentication_email_verification | Desktop Client | Chat | North America | Mandarin | Yuki Patel | yuki.patel621@icloud.com | 68 | Female | Free | 56 | 4 | Enterprise | High | 2 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.02 | 0.08 | 0 | 8.45 | 2023-02-10 15:04:00 | 2023-02-10 15:04:00 | 2023-02-11 08:15:00 | T1-Ade A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 24 | No | 23.92 | 5 |
1,499,911 | 2024-12-23 08:55:00 | Hey, I'm having an issue. My account is locked after too many login attempts. Any help appreciated. | Authentication & Access | authentication_account_locked | Payment Gateway | Email | North America | Portuguese | Emma Brown | emma.brown976@outlook.com | 47 | Other | Premium | 5 | 4 | Corporate | High | 4 | Tier 1 Support | T1-Jia W. | Closed | No | null | 0 | 0.13 | 0.4 | 0 | 6.48 | 2024-12-23 15:24:00 | 2024-12-23 15:24:00 | 2024-12-24 07:31:00 | T1-Jia W. | Provided the relevant setting/steps; customer confirmed it worked. | 24 | No | 23.6 | 4 |
1,499,912 | 2022-06-21 17:29:00 | Hi there, Quick question - Exporting data is extremely slow. This is fairly urgent for us. | Performance | performance_export_slow | Analytics Suite | Chat | North America | Portuguese | Tom Nguyen | tom.nguyen397@icloud.com | 31 | Male | Enterprise | 59 | 6 | Corporate | Medium | 6 | Engineering | ENG-Gio A. | Closed | No | null | 4 | 1.08 | 3.6 | 7.36 | 657.07 | 2022-06-21 22:57:00 | 2022-07-19 02:33:00 | 2022-07-19 08:09:00 | ENG-Gio A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 68.4 | 3 |
1,499,913 | 2022-01-07 09:25:00 | Quick question - How do I add another admin? Please advise. | Account Management | account_add_admin | Analytics Suite | Email | South America | German | Olga Miller | olga.miller196@gmail.com | 67 | Female | Premium | 34 | 4 | Enterprise | Medium | 4 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.06 | 0.19 | 0 | 2.77 | 2022-01-07 12:11:00 | 2022-01-07 12:11:00 | 2022-01-08 18:51:00 | T1-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 72 | No | 71.81 | 5 |
1,499,914 | 2023-03-07 13:23:00 | Hi there, Reaching out because i am unable to access my account after entering correct credentials. Any help appreciated. | Authentication & Access | authentication_cannot_login_correct_creds | Payment Gateway | Phone | Asia | French | Tom Wang | tom.wang2@gmail.com | 39 | Other | Free | 67 | 4 | Enterprise | Medium | 6 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 7.74 | 20.85 | 2023-03-08 10:14:00 | 2023-03-08 10:14:00 | 2023-03-11 16:10:00 | T1-Ade A. | Walked the customer through troubleshooting; issue resolved after config change. | 72 | No | 70.5 | 4 |
1,499,915 | 2023-05-04 16:03:00 | Hi team, Reaching out because i was charged for a renewal I didn't expect. It's been happening since yesterday. | Subscription | subscription_unexpected_renewal | Payment Gateway | Self-Service | North America | English | Patricia Khan | patricia.khan513@outlook.com | 26 | Female | Basic | 33 | 2 | Corporate | High | 8 | Tier 2 Support | T2-Quinn F. | Closed | Yes | Requires specialist / policy decision | 0 | 1.57 | 10.05 | 189.64 | 215.68 | 2023-05-13 15:44:00 | 2023-05-13 15:44:00 | 2023-05-13 17:05:00 | T2-Rosa C. | Manual review completed by a human agent; outcome communicated to the customer. | 24 | No | 13.95 | 2 |
1,499,916 | 2022-10-22 13:50:00 | Good morning, I'm hitting rate limits on the API. (on the Mobile App) We're a bit stuck. | Integrations & API | integrations_rate_limit | Mobile App | Self-Service | Oceania | Portuguese | Sofia Miller | sofia.miller255@outlook.com | 49 | Other | Premium | 66 | 4 | Enterprise | Low | 5 | Engineering | ENG-Gio A. | Closed | No | null | 2 | 0.76 | 2.55 | 19.1 | 139.55 | 2022-10-24 09:49:00 | 2022-10-28 09:23:00 | 2022-10-28 11:10:00 | ENG-Gio A. | Walked the customer through troubleshooting; issue resolved after config change. | 120 | No | 117.45 | 5 |
1,499,917 | 2024-02-09 12:58:00 | Hey, Been struggling with this. Can someone walk my team through the product? Happy to share more detail. | Onboarding & How-To | onboarding_training_request | Mobile App | Email | South America | Spanish | Yuki Lopez | yuki.lopez567@outlook.com | 29 | Other | Free | 40 | 7 | Individual | Low | 5 | Tier 1 Support | T1-Hana L. | Closed | Yes | Requires specialist / policy decision | 0 | 3.19 | 19.47 | 0 | 99.47 | 2024-02-13 16:26:00 | 2024-02-13 16:26:00 | 2024-02-16 07:14:00 | T1-Ella K. | Coordinated with billing/security team; resolution completed and customer notified. | 120 | No | 100.53 | 2 |
1,499,918 | 2023-12-28 10:43:00 | Hi team, Hoping you can help: an endpoint I use was deprecated; what's the replacement? (on the Payment Gateway) | Integrations & API | integrations_api_deprecation | Payment Gateway | Email | North America | Portuguese | Raj Patel | raj.patel425@proton.me | 29 | Male | Free | 14 | 1 | Small Business | Medium | 5 | Tier 2 Support | T2-Priya G. | Cancelled | null | null | 0 | 1.27 | null | 0 | null | null | null | 2023-12-31 14:04:00 | null | Ticket cancelled/withdrawn before resolution. | 72 | No | null | null |
1,499,919 | 2023-06-28 15:08:00 | Quick question - An endpoint I use was deprecated; what's the replacement? Let me know what you need from me. | Integrations & API | integrations_api_deprecation | Web Portal | Chat | Asia | German | Ahmed Miller | ahmed.miller235@outlook.com | 24 | Other | Enterprise | 71 | 2 | Individual | Medium | 7 | Engineering | ENG-Yara Q. | Closed | Yes | LLM confidence below threshold | 0 | 0.87 | 4.34 | 0 | 14.2 | 2023-06-29 05:20:00 | 2023-06-29 05:20:00 | 2023-07-02 02:49:00 | ENG-Viktor Y. | Walked the customer through troubleshooting; issue resolved after config change. | 72 | No | 67.66 | 4 |
1,499,920 | 2022-09-16 11:04:00 | Reaching out because i need a copy of my latest invoice. This started today. | Billing | billing_invoice_copy | Analytics Suite | Chat | Europe | Spanish | Maria Okafor | maria.okafor323@proton.me | 66 | Other | Premium | 10 | 1 | Enterprise | Low | 2 | Billing | BIL-Cai A. | Closed | No | null | 0 | 0.14 | 0.47 | 0 | 0.47 | 2022-09-16 11:32:00 | 2022-09-16 11:32:00 | 2022-09-19 11:50:00 | BIL-Cai A. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 119.53 | 4 |
1,499,921 | 2024-10-07 13:28:00 | Hi team, Been struggling with this. Search results take forever to return. (on the Analytics Suite) Let me know what you need from me. | Performance | performance_search_slow | Analytics Suite | Chat | North America | English | Ahmed Muller | ahmed.muller829@proton.me | 22 | Other | Free | 14 | 5 | Individual | High | 5 | Tier 2 Support | T2-Marco B. | Open | null | null | 0 | 0.64 | null | 0 | null | null | null | null | null | null | 24 | No | null | null |
1,499,922 | 2023-09-19 17:09:00 | Hello, I'm having an issue. I was charged for a renewal I didn't expect. (on the Payment Gateway) It's been happening since yesterday. | Subscription | subscription_unexpected_renewal | Payment Gateway | Email | Oceania | Spanish | Emma Miller | emma.miller816@yahoo.com | 64 | Other | Basic | 61 | 2 | Individual | Urgent | 10 | Tier 2 Support | T2-Priya G. | Closed | Yes | Requires specialist / policy decision | 0 | 7.58 | 21.42 | 0 | 59.25 | 2023-09-22 04:24:00 | 2023-09-22 04:24:00 | 2023-09-23 11:22:00 | T2-Tara J. | Manual review completed by a human agent; outcome communicated to the customer. | 4 | Yes | -17.42 | 3 |
1,499,923 | 2024-10-17 06:32:00 | Hi team, A team member has more access than they should. It's been happening since yesterday. | Security | security_permissions_too_broad | Payment Gateway | Social Media | Asia | German | William Muller | william.muller387@gmail.com | 63 | Male | Enterprise | 40 | 3 | Enterprise | High | 7 | Security | SEC-Gaby L. | Closed | No | null | 0 | 1.81 | 5.25 | 0 | 21.25 | 2024-10-18 03:47:00 | 2024-10-18 03:47:00 | 2024-10-20 17:37:00 | SEC-Elias R. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 18.75 | 3 |
1,499,924 | 2022-09-23 14:45:00 | Good morning, Quick question - The payment was deducted but the transaction shows failed. (on the Web Portal) This is fairly urgent for us. | Billing | billing_payment_deducted_failed | Web Portal | Email | Europe | German | Nadia Brown | nadia.brown712@gmail.com | 31 | Female | Premium | 8 | 3 | Individual | Urgent | 6 | Billing | BIL-Aiko I. | Closed | Yes | Requires specialist / policy decision | 4 | 2.72 | 16.13 | 61.2 | 862.83 | 2022-09-27 21:24:00 | 2022-10-29 13:35:00 | 2022-10-30 01:47:00 | BIL-Bruno M. | Reviewed the case with the specialist team and processed the required action. | 4 | Yes | -12.13 | 1 |
1,499,925 | 2022-02-15 08:22:00 | Hi there, Been struggling with this. How can I see the sync status of my account? Please advise. | Data Sync | data_sync_status_check | API Platform | Email | North America | German | Yuki Anderson | yuki.anderson341@proton.me | 43 | Female | Free | 70 | 2 | Enterprise | Low | 4 | Engineering | ENG-Wendy X. | Closed | No | null | 0 | 0.12 | 0.35 | 37.21 | 44.18 | 2022-02-17 04:33:00 | 2022-02-17 04:33:00 | 2022-02-20 03:48:00 | ENG-Uma Z. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 119.65 | 4 |
1,499,926 | 2023-12-25 15:28:00 | Hey, Search results take forever to return. Please advise. | Performance | performance_search_slow | Web Portal | Email | North America | Portuguese | David Ivanov | david.ivanov337@icloud.com | 32 | Female | Basic | 38 | 8 | Corporate | Medium | 4 | Tier 2 Support | T2-Quinn F. | Closed | No | null | 0 | 0.37 | 3.7 | 0 | 3.68 | 2023-12-25 19:09:00 | 2023-12-25 19:09:00 | 2023-12-25 20:34:00 | T2-Rosa C. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 68.3 | 4 |
1,499,927 | 2023-08-25 13:35:00 | Reaching out because an endpoint I use was deprecated; what's the replacement? This is fairly urgent for us. | Integrations & API | integrations_api_deprecation | Mobile App | Chat | Africa | Mandarin | Emma Brown | emma.brown192@outlook.com | 55 | Other | Enterprise | 60 | 2 | Enterprise | High | 5 | Tier 1 Support | T1-Chloe M. | Closed | Yes | LLM confidence below threshold | 0 | 1.18 | 3.71 | 0 | 67.7 | 2023-08-28 09:17:00 | 2023-08-28 09:17:00 | 2023-08-28 14:11:00 | T1-Ivan P. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 20.29 | 3 |
1,499,928 | 2023-12-17 00:20:00 | Hey, How do I update the primary contact on the account? | Account Management | account_contact_update | Mobile App | Phone | Asia | French | Nadia Lopez | nadia.lopez243@yahoo.com | 69 | Female | Free | 32 | 3 | Corporate | High | 1 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.11 | 0.35 | 21.55 | 46.57 | 2023-12-18 22:54:00 | 2023-12-18 22:54:00 | 2023-12-22 02:15:00 | T1-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 24 | No | 23.65 | 5 |
1,499,929 | 2024-06-27 15:04:00 | Hi there, I'm having an issue. I deleted my account by mistake and want it back. Please advise. | Authentication & Access | authentication_recover_deleted_account | Mobile App | Chat | Europe | French | Linda Wang | linda.wang778@outlook.com | 53 | Male | Free | 49 | 1 | Enterprise | High | 6 | Tier 2 Support | T2-Marco B. | Open | null | null | 0 | 2.29 | null | 0 | null | null | null | null | null | null | 24 | No | null | null |
1,499,930 | 2024-01-10 09:28:00 | Good morning, Quick question - Does your product support [feature]? Let me know what you need from me. | Onboarding & How-To | onboarding_feature_discovery | Web Portal | Chat | Europe | Spanish | Robert Miller | robert.miller332@outlook.com | 50 | Other | Free | 41 | 2 | Corporate | Medium | 2 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.12 | 0.38 | 0 | 0.38 | 2024-01-10 09:51:00 | 2024-01-10 09:51:00 | 2024-01-13 03:59:00 | T1-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 72 | No | 71.62 | 4 |
1,499,931 | 2022-07-05 09:32:00 | Good morning, Reaching out because exporting data is extremely slow. Thanks in advance. | Performance | performance_export_slow | Desktop Client | Phone | Asia | Portuguese | James Kim | james.kim67@outlook.com | 55 | Male | Premium | 2 | 3 | Individual | High | 6 | Engineering | ENG-Yara Q. | Closed | No | null | 0 | 3.67 | 8.4 | 7.93 | 47.78 | 2022-07-07 09:19:00 | 2022-07-07 09:19:00 | 2022-07-07 10:46:00 | ENG-Zane U. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 15.6 | 3 |
1,499,932 | 2022-10-18 14:01:00 | Quick question - My account is locked after too many login attempts. Any help appreciated. | Authentication & Access | authentication_account_locked | Mobile App | Email | Oceania | Portuguese | Chen Smith | chen.smith315@icloud.com | 68 | Other | Free | 8 | 2 | Small Business | Medium | 7 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.4 | 1.33 | 0 | 10.3 | 2022-10-19 00:19:00 | 2022-10-19 00:19:00 | 2022-10-20 22:12:00 | T1-Ade A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 72 | No | 70.67 | 5 |
1,499,933 | 2023-02-09 14:47:00 | Hello, Quick question - I'm hitting rate limits on the API. | Integrations & API | integrations_rate_limit | Payment Gateway | Email | South America | German | David Khan | david.khan90@yahoo.com | 64 | Other | Basic | 6 | 3 | Enterprise | Low | 3 | Tier 1 Support | T1-Chloe M. | Closed | No | null | 0 | 1.81 | 6.65 | 6.35 | 28.98 | 2023-02-10 19:46:00 | 2023-02-10 19:46:00 | 2023-02-10 20:27:00 | T1-Grace O. | Walked the customer through troubleshooting; issue resolved after config change. | 120 | No | 113.35 | 5 |
1,499,934 | 2023-02-13 02:39:00 | I'm having an issue. I want to downgrade my plan. This is fairly urgent for us. | Subscription | subscription_downgrade_plan | Desktop Client | Chat | Asia | French | Yuki Kim | yuki.kim964@gmail.com | 24 | Other | Free | 38 | 1 | Individual | High | 3 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 16.21 | 17.7 | 2023-02-13 20:21:00 | 2023-02-13 20:21:00 | 2023-02-13 20:41:00 | T1-Ade A. | Walked the customer through troubleshooting; issue resolved after config change. | 24 | No | 22.5 | 5 |
1,499,935 | 2024-06-11 09:11:00 | Hello, Reaching out because my dashboard is showing data from yesterday, not live. (on the API Platform) Any help appreciated. | Data Sync | data_stale_data | API Platform | Chat | Europe | French | Robert Khan | robert.khan226@gmail.com | 26 | Female | Basic | 69 | 6 | Corporate | Low | 6 | Tier 1 Support | T1-Hana L. | Closed | No | null | 0 | 0.32 | 2.57 | 26.71 | 29.27 | 2024-06-12 14:27:00 | 2024-06-12 14:27:00 | 2024-06-15 11:08:00 | T1-Ana R. | Reproduced the problem, escalated to L2, and confirmed resolution. | 120 | No | 117.43 | 3 |
1,499,936 | 2024-11-10 18:15:00 | Hi team, Been struggling with this. Does your product support [feature]? This started today. | Onboarding & How-To | onboarding_feature_discovery | Analytics Suite | Email | Africa | French | Maria Anderson | maria.anderson254@proton.me | 45 | Female | Basic | 71 | 4 | Small Business | High | 1 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.07 | 0.24 | 0 | 12.98 | 2024-11-11 07:14:00 | 2024-11-11 07:14:00 | 2024-11-11 21:11:00 | T1-Ade A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 24 | No | 23.76 | 4 |
1,499,937 | 2023-06-08 06:30:00 | Hi there, Quick question - I keep getting logged out every few minutes. Let me know what you need from me. | Authentication & Access | authentication_session_timeout | Analytics Suite | Email | Asia | Spanish | Sofia Chen | sofia.chen946@outlook.com | 53 | Other | Premium | 1 | 2 | Small Business | Urgent | 4 | Tier 1 Support | T1-Ella K. | Closed | No | null | 0 | 0.22 | 0.68 | 69.37 | 70.05 | 2023-06-11 04:33:00 | 2023-06-11 04:33:00 | 2023-06-12 19:12:00 | T1-Chloe M. | Reproduced the problem, escalated to L2, and confirmed resolution. | 4 | No | 3.32 | 5 |
1,499,938 | 2024-10-14 16:19:00 | Hello, Quick question - How do I create custom fields? Let me know what you need from me. | Onboarding & How-To | onboarding_custom_fields | Desktop Client | Self-Service | North America | English | David Okafor | david.okafor649@yahoo.com | 38 | Other | Free | 50 | 1 | Corporate | Low | 2 | Tier 1 Support | T1-Ade A. | Pending | null | null | 0 | 0.45 | null | 11.93 | null | null | null | null | null | null | 120 | No | null | null |
1,499,939 | 2024-03-20 11:08:00 | Hi there, I'm having an issue. I got an alert about a login from an unknown device. (on the Analytics Suite) Happy to share more detail. | Authentication & Access | authentication_suspicious_login | Analytics Suite | Self-Service | Asia | Mandarin | Ahmed Patel | ahmed.patel151@outlook.com | 35 | Male | Basic | 49 | 3 | Enterprise | Medium | 7 | Tier 2 Support | T2-Priya G. | Closed | Yes | Requires specialist / policy decision | 0 | 1.73 | 4.47 | 11.16 | 29.48 | 2024-03-21 16:37:00 | 2024-03-21 16:37:00 | 2024-03-24 18:03:00 | T2-Nadia H. | Coordinated with billing/security team; resolution completed and customer notified. | 72 | No | 67.53 | 4 |
1,499,940 | 2022-07-04 11:19:00 | Hi there, I'm getting an error during the OAuth flow. (on the Mobile App) Happy to share more detail. | Integrations & API | integrations_oauth_flow_error | Mobile App | Chat | North America | Spanish | Liam Smith | liam.smith877@icloud.com | 74 | Other | Premium | 50 | 1 | Small Business | Medium | 4 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 5.18 | 2022-07-04 16:30:00 | 2022-07-04 16:30:00 | 2022-07-04 17:41:00 | ENG-Gio A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 70.5 | 4 |
1,499,941 | 2024-06-28 11:41:00 | Hi team, Been struggling with this. Which plan is right for my team size? (on the Analytics Suite) This started today. | Subscription | subscription_plan_comparison | Analytics Suite | Self-Service | North America | French | Olga Garcia | olga.garcia266@yahoo.com | 63 | Other | Enterprise | 10 | 1 | Enterprise | Medium | 4 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.2 | 0.65 | 0 | 3.97 | 2024-06-28 15:39:00 | 2024-06-28 15:39:00 | 2024-07-01 20:40:00 | T1-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 72 | No | 71.35 | 4 |
1,499,942 | 2023-05-23 14:20:00 | We rebranded; how do I change our company name? | Account Management | account_company_name_change | API Platform | Phone | Europe | Spanish | David Ivanov | david.ivanov127@icloud.com | 45 | Other | Basic | 8 | 2 | Corporate | Low | 1 | Tier 1 Support | T1-Diego S. | Closed | Yes | Requires specialist / policy decision | 0 | 34.11 | 117.53 | 0 | 335.98 | 2023-06-06 14:19:00 | 2023-06-06 14:19:00 | 2023-06-08 03:57:00 | T1-Lena V. | Reviewed the case with the specialist team and processed the required action. | 120 | No | 40 | 4 |
1,499,943 | 2024-02-02 14:30:00 | Hello, Been struggling with this. What is your refund policy? Thanks in advance. | Refunds | refunds_refund_policy | API Platform | Chat | North America | Portuguese | Grace Rossi | grace.rossi410@outlook.com | 45 | Other | Basic | 7 | 2 | Enterprise | Low | 1 | Billing | BIL-Cai A. | Closed | No | null | 0 | 0.09 | 0.31 | 0 | 0.8 | 2024-02-02 15:18:00 | 2024-02-02 15:18:00 | 2024-02-05 13:00:00 | BIL-Cai A. | Provided the relevant setting/steps; customer confirmed it worked. | 120 | No | 119.69 | 5 |
1,499,944 | 2024-04-10 10:48:00 | Hello, Reaching out because a link in the app leads to a 404 page. (on the Desktop Client) Any help appreciated. | Bugs & Errors | bugs_broken_link | Desktop Client | Chat | Asia | Spanish | Liam Khan | liam.khan358@outlook.com | 49 | Male | Free | 4 | 0 | Corporate | Low | 3 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 15.7 | 2024-04-11 02:30:00 | 2024-04-11 02:30:00 | 2024-04-14 13:49:00 | ENG-Gio A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 118.5 | 5 |
1,499,945 | 2023-04-21 11:44:00 | Hi, I'm having an issue. I need to change the number of seats on my plan. (on the Web Portal) Happy to share more detail. | Subscription | subscription_seat_count_change | Web Portal | Email | Africa | Mandarin | Tom Garcia | tom.garcia488@yahoo.com | 74 | Other | Enterprise | 41 | 3 | Corporate | Medium | 5 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 1.5 | 2023-04-21 13:14:00 | 2023-04-21 13:14:00 | 2023-04-22 14:18:00 | T1-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 70.5 | 5 |
1,499,946 | 2024-03-07 17:25:00 | Hi, Not sure this is the right place, but how do I restrict access to certain IP addresses? This is fairly urgent for us. | Security | security_ip_allowlist | Mobile App | Social Media | South America | Portuguese | William Lopez | william.lopez652@proton.me | 24 | Other | Basic | 11 | 2 | Small Business | Medium | 8 | Security | SEC-Gaby L. | Closed | No | null | 0 | 3.06 | 7.71 | 0 | 23.7 | 2024-03-08 17:07:00 | 2024-03-08 17:07:00 | 2024-03-11 04:10:00 | SEC-Gaby L. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 64.29 | 3 |
1,499,947 | 2022-08-26 12:26:00 | Hoping you can help: how do I restrict access to certain IP addresses? (on the Web Portal) Let me know what you need from me. | Security | security_ip_allowlist | Web Portal | Email | Europe | German | Chen Lopez | chen.lopez510@gmail.com | 73 | Other | Enterprise | 3 | 4 | Enterprise | High | 5 | Security | SEC-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 1.5 | 2022-08-26 13:56:00 | 2022-08-26 13:56:00 | 2022-08-26 15:34:00 | SEC-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 22.5 | 5 |
1,499,948 | 2024-07-31 16:47:00 | Hi, I'm having an issue. Changes I made offline didn't save when I reconnected. Happy to share more detail. | Data Sync | data_offline_changes_lost | Web Portal | Social Media | North America | English | Olga Nguyen | olga.nguyen801@icloud.com | 52 | Female | Basic | 12 | 4 | Small Business | Urgent | 5 | Tier 2 Support | T2-Priya G. | Closed | Yes | LLM confidence below threshold | 0 | 0.63 | 1.06 | 0 | 1.05 | 2024-07-31 17:50:00 | 2024-07-31 17:50:00 | 2024-07-31 18:56:00 | T2-Marco B. | Investigated the issue, applied a fix, and verified with the customer. | 4 | No | 2.94 | 4 |
1,499,949 | 2022-11-25 11:05:00 | Hi team, Hoping you can help: i need a copy of my latest invoice. We're a bit stuck. | Billing | billing_invoice_copy | Payment Gateway | Chat | Europe | Spanish | Ahmed Anderson | ahmed.anderson6@proton.me | 67 | Other | Free | 23 | 3 | Individual | Low | 1 | Billing | BIL-Cai A. | Closed | No | null | 0 | 0.07 | 0.22 | 0 | 0.22 | 2022-11-25 11:18:00 | 2022-11-25 11:18:00 | 2022-11-25 12:04:00 | BIL-Cai A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 119.78 | 5 |
1,499,950 | 2024-03-08 07:50:00 | Reaching out because how do I import data from another tool? Any help appreciated. | Onboarding & How-To | onboarding_how_to_import | Desktop Client | Email | Oceania | Portuguese | Olga Patel | olga.patel584@proton.me | 63 | Male | Free | 36 | 7 | Small Business | High | 2 | Tier 1 Support | T1-Farid N. | Closed | No | null | 1 | 0.83 | 2 | 23.4 | 207.48 | 2024-03-11 11:41:00 | 2024-03-16 23:19:00 | 2024-03-17 00:17:00 | T1-Ella K. | Walked the customer through troubleshooting; issue resolved after config change. | 24 | No | 22 | 5 |
1,499,951 | 2022-07-24 07:14:00 | Hi, A team member has more access than they should. (on the Desktop Client) This started today. | Security | security_permissions_too_broad | Desktop Client | Chat | Europe | German | Maria Nguyen | maria.nguyen915@yahoo.com | 59 | Male | Premium | 53 | 0 | Corporate | High | 3 | Security | SEC-Elias R. | Closed | No | null | 0 | 2.03 | 11.13 | 0 | 51.88 | 2022-07-26 11:07:00 | 2022-07-26 11:07:00 | 2022-07-26 23:19:00 | SEC-Elias R. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 12.87 | 4 |
1,499,952 | 2024-03-14 18:07:00 | Reaching out because i keep getting logged out every few minutes. Thanks in advance. | Authentication & Access | authentication_session_timeout | Web Portal | Email | Asia | Mandarin | Patricia Ivanov | patricia.ivanov416@icloud.com | 55 | Female | Free | 58 | 3 | Corporate | Medium | 7 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 8.38 | 2024-03-15 02:30:00 | 2024-03-15 02:30:00 | 2024-03-15 23:21:00 | T1-Ade A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 70.5 | 5 |
1,499,953 | 2024-10-18 09:14:00 | Hey, Reaching out because exporting data is extremely slow. This started today. | Performance | performance_export_slow | Mobile App | Email | Europe | French | Sofia Haddad | sofia.haddad533@icloud.com | 39 | Other | Basic | 48 | 5 | Corporate | High | 6 | Tier 2 Support | T2-Nadia H. | Closed | Yes | LLM confidence below threshold | 0 | 2.28 | 3.75 | 0 | 3.75 | 2024-10-18 12:59:00 | 2024-10-18 12:59:00 | 2024-10-19 10:18:00 | T2-Omar D. | Walked the customer through troubleshooting; issue resolved after config change. | 24 | No | 20.25 | 4 |
1,499,954 | 2023-07-27 20:00:00 | Hi there, Not sure this is the right place, but how do I turn off auto-renewal? It's been happening since yesterday. | Subscription | subscription_auto_renew_off | Payment Gateway | Chat | Europe | Mandarin | Patricia Patel | patricia.patel138@icloud.com | 50 | Male | Basic | 33 | 2 | Individual | Medium | 2 | Tier 1 Support | T1-Ade A. | Cancelled | null | null | 0 | 0.11 | null | 28.71 | null | null | null | 2023-07-31 17:17:00 | null | Ticket cancelled/withdrawn before resolution. | 72 | No | null | null |
1,499,955 | 2023-09-05 09:01:00 | How do I turn off auto-renewal? | Subscription | subscription_auto_renew_off | API Platform | Chat | Asia | Portuguese | Tom Williams | tom.williams969@outlook.com | 31 | Male | Free | 40 | 8 | Individual | Medium | 4 | Engineering | ENG-Wendy X. | Closed | No | null | 3 | 3 | 16.74 | 0 | 493.55 | 2022-08-31 01:22:00 | 2023-09-25 22:34:00 | 2022-09-22 06:18:00 | ENG-Uma Z. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 55.26 | 2 |
1,499,956 | 2024-10-22 09:00:00 | Hi there, Quick question - How do I bulk-export data via the API? Any help appreciated. | Integrations & API | integrations_data_export_api | API Platform | Phone | Asia | French | Patricia Muller | patricia.muller656@gmail.com | 64 | Female | Free | 53 | 5 | Small Business | Medium | 5 | Tier 1 Support | T1-Hana L. | Open | null | null | 0 | 1.11 | null | 0 | null | null | null | null | null | null | 72 | No | null | null |
1,499,957 | 2023-02-13 13:21:00 | Hello, Not sure this is the right place, but i need to add my VAT/Tax ID to my billing profile. (on the Payment Gateway) Let me know what you need from me. | Billing | billing_tax_id_update | Payment Gateway | Chat | Europe | Spanish | Robert Chen | robert.chen936@icloud.com | 50 | Male | Basic | 71 | 3 | Individual | Medium | 1 | Billing | BIL-Cai A. | Closed | No | null | 0 | 0.09 | 0.3 | 0 | 0.3 | 2023-02-13 13:39:00 | 2023-02-13 13:39:00 | 2023-02-16 17:34:00 | BIL-Cai A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 72 | No | 71.7 | 5 |
1,499,958 | 2023-06-22 05:16:00 | Good morning, Been struggling with this. The refund I received was less than expected. (on the Analytics Suite) Any help appreciated. | Refunds | refunds_wrong_refund_amount | Analytics Suite | Social Media | South America | Portuguese | Olga Wang | olga.wang782@outlook.com | 69 | Male | Basic | 20 | 7 | Small Business | Urgent | 6 | Tier 2 Support | T2-Marco B. | Cancelled | null | null | 0 | 1.45 | null | 0 | null | null | null | 2023-06-22 17:04:00 | null | Ticket cancelled/withdrawn before resolution. | 4 | No | null | null |
1,499,959 | 2022-08-23 16:53:00 | Hi there, I need help configuring SSO for my organization. (on the Desktop Client) This started today. | Authentication & Access | authentication_sso_config | Desktop Client | Phone | Europe | German | Yuki Miller | yuki.miller980@icloud.com | 48 | Other | Premium | 28 | 1 | Small Business | High | 7 | Tier 1 Support | T1-Diego S. | Closed | No | null | 0 | 4.55 | 7.07 | 11.1 | 33.28 | 2022-08-25 02:10:00 | 2022-08-25 02:10:00 | 2022-08-27 22:04:00 | T1-Chloe M. | Walked the customer through troubleshooting; issue resolved after config change. | 24 | No | 16.93 | 3 |
1,499,960 | 2024-12-30 02:43:00 | Hey, Not sure this is the right place, but i keep getting logged out every few minutes. Let me know what you need from me. | Authentication & Access | authentication_session_timeout | Web Portal | Chat | Europe | Spanish | Linda Chen | linda.chen786@yahoo.com | 50 | Male | Free | 39 | 3 | Individual | High | 6 | Tier 2 Support | T2-Tara J. | Resolved | No | null | 0 | 0.91 | 2.57 | 0 | 7.85 | 2024-12-30 10:34:00 | 2024-12-30 10:34:00 | null | T2-Marco B. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 21.43 | 5 |
1,499,961 | 2024-03-29 11:45:00 | Hi, Quick question - Pages take a long time to load for my whole team. We're a bit stuck. | Performance | performance_page_load_slow | API Platform | Chat | Asia | Portuguese | Nadia Haddad | nadia.haddad746@outlook.com | 38 | Other | Premium | 69 | 2 | Small Business | High | 8 | Engineering | ENG-Yara Q. | Closed | No | null | 0 | 1.23 | 13.73 | 0 | 90.97 | 2024-04-02 06:43:00 | 2024-04-02 06:43:00 | 2024-04-03 19:56:00 | ENG-Wendy X. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 10.27 | 4 |
1,499,962 | 2024-07-23 17:59:00 | Hello, I'm having an issue. A button in the UI is misaligned and unclickable. | Bugs & Errors | bugs_ui_glitch | Analytics Suite | Email | South America | French | Raj Khan | raj.khan2@gmail.com | 57 | Female | Free | 12 | 1 | Small Business | Medium | 4 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 1.5 | 2024-07-23 19:29:00 | 2024-07-23 19:29:00 | 2024-07-25 11:41:00 | ENG-Gio A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 70.5 | 5 |
1,499,963 | 2022-03-16 16:00:00 | Hi there, I'm having an issue. My verification email never arrived during signup. Let me know what you need from me. | Authentication & Access | authentication_email_verification | Mobile App | Self-Service | North America | Mandarin | David Patel | david.patel797@icloud.com | 24 | Female | Free | 11 | 3 | Corporate | Medium | 3 | Tier 1 Support | T1-Ade A. | Cancelled | null | null | 0 | 0.06 | null | 0 | null | null | null | 2022-03-17 11:33:00 | null | Ticket cancelled/withdrawn before resolution. | 72 | No | null | null |
1,499,964 | 2022-01-12 14:51:00 | Good morning, I'm having an issue. A feature that worked yesterday stopped working today. | Bugs & Errors | bugs_feature_not_working | Desktop Client | Email | Oceania | Portuguese | Emma Rossi | emma.rossi261@outlook.com | 71 | Female | Premium | 50 | 1 | Enterprise | Medium | 5 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 9.65 | 2022-01-13 00:30:00 | 2022-01-13 00:30:00 | 2022-01-13 15:52:00 | ENG-Gio A. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 70.5 | 3 |
1,499,965 | 2022-05-04 14:56:00 | I'm having an issue. A link in the app leads to a 404 page. We're a bit stuck. | Bugs & Errors | bugs_broken_link | Mobile App | Social Media | Europe | Spanish | Olga Khan | olga.khan383@icloud.com | 41 | Male | Premium | 22 | 2 | Enterprise | Low | 2 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.44 | 1.48 | 12.38 | 29.85 | 2022-05-05 20:47:00 | 2022-05-05 20:47:00 | 2022-05-09 03:41:00 | ENG-Gio A. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 118.52 | 5 |
1,499,966 | 2022-06-17 16:32:00 | Hey, Been struggling with this. I would like to request a refund for the recent charge. This started today. | Refunds | refunds_refund_request | Web Portal | Email | Oceania | Mandarin | William Williams | william.williams850@yahoo.com | 59 | Other | Premium | 13 | 2 | Individual | Medium | 7 | Billing | BIL-Cora T. | Closed | No | null | 0 | 0.33 | 3.07 | 62.1 | 119.63 | 2022-06-22 16:10:00 | 2022-06-22 16:10:00 | 2022-06-24 14:44:00 | BIL-Aiko I. | Walked the customer through troubleshooting; issue resolved after config change. | 72 | No | 68.93 | 3 |
1,499,967 | 2023-08-20 23:29:00 | Hello, Quick question - I'm getting an error during the OAuth flow. Please advise. | Integrations & API | integrations_oauth_flow_error | Web Portal | Self-Service | North America | German | Carlos Garcia | carlos.garcia743@outlook.com | 28 | Female | Premium | 64 | 3 | Corporate | Medium | 5 | Engineering | ENG-Gio A. | Closed | No | null | 4 | 1.08 | -3.6 | 0 | 384.32 | 2023-08-21 16:48:00 | 2023-09-05 23:48:00 | 2023-09-06 00:35:00 | ENG-Gio A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 68.4 | 3 |
1,499,968 | 2023-10-27 19:15:00 | Hoping you can help: timestamps are showing in the wrong timezone after sync. (on the Mobile App) Please advise. | Data Sync | data_timezone_mismatch | Mobile App | Phone | North America | Portuguese | Robert Rossi | robert.rossi406@yahoo.com | 54 | Other | Free | 48 | 2 | Corporate | Medium | 5 | Engineering | ENG-Gio A. | Closed | No | null | 2 | 0.76 | 2.55 | 3.97 | 310.67 | 2023-10-27 22:30:00 | 2023-11-09 17:55:00 | 2023-11-09 18:35:00 | ENG-Gio A. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 69.45 | 4 |
1,499,969 | 2024-05-12 15:19:00 | Hi there, Not sure this is the right place, but large reports time out before they finish generating. Happy to share more detail. | Performance | performance_report_timeout | Desktop Client | Phone | North America | German | Robert Khan | robert.khan755@proton.me | 54 | Male | Free | 48 | 2 | Small Business | Urgent | 5 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 25.18 | 2024-05-13 16:30:00 | 2024-05-13 16:30:00 | 2024-05-15 09:09:00 | ENG-Gio A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 4 | No | 2.5 | 4 |
1,499,970 | 2022-05-25 13:37:00 | Need some help here. I'm getting an error during the OAuth flow. This started today. | Integrations & API | integrations_oauth_flow_error | API Platform | Email | Europe | French | Ahmed Wang | ahmed.wang217@icloud.com | 69 | Other | Free | 19 | 3 | Small Business | High | 6 | Tier 1 Support | T1-Farid N. | Closed | No | null | 0 | 0.5 | 3.03 | 0 | 19.02 | 2022-05-26 08:38:00 | 2022-05-26 08:38:00 | 2022-05-26 10:23:00 | T1-Ana R. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 20.97 | 4 |
1,499,971 | 2022-09-07 15:23:00 | Hi, Need some help here. How do I add another admin? | Account Management | account_add_admin | Web Portal | Chat | Asia | English | William Nguyen | william.nguyen560@icloud.com | 26 | Male | Basic | 10 | 4 | Enterprise | High | 1 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.04 | 0.14 | 0 | 9.75 | 2022-09-08 01:08:00 | 2022-09-08 01:08:00 | 2022-09-11 05:53:00 | T1-Ade A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 24 | No | 23.86 | 5 |
1,499,972 | 2022-06-28 15:10:00 | Hey, Been struggling with this. How do I update the primary contact on the account? Please advise. | Account Management | account_contact_update | Web Portal | Self-Service | Europe | French | Aisha Lopez | aisha.lopez343@yahoo.com | 59 | Female | Enterprise | 49 | 2 | Small Business | Medium | 1 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.06 | 0.19 | 0 | 0.18 | 2022-06-28 15:21:00 | 2022-06-28 15:21:00 | 2022-06-30 09:47:00 | T1-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 72 | No | 71.81 | 5 |
1,499,973 | 2023-01-26 13:22:00 | Need some help here. I'm hitting rate limits on the API. It's been happening since yesterday. | Integrations & API | integrations_rate_limit | Web Portal | Phone | Europe | English | Robert Smith | robert.smith610@gmail.com | 26 | Female | Premium | 6 | 4 | Corporate | Urgent | 7 | Tier 2 Support | T2-Priya G. | Closed | Yes | LLM confidence below threshold | 0 | 0.59 | 3.22 | 4.48 | 23.7 | 2023-01-27 13:04:00 | 2023-01-27 13:04:00 | 2023-01-28 09:52:00 | T2-Rosa C. | Investigated the issue, applied a fix, and verified with the customer. | 4 | No | 0.78 | 3 |
1,499,974 | 2023-03-11 09:25:00 | Hey, Reaching out because i'm hitting rate limits on the API. Please advise. | Integrations & API | integrations_rate_limit | Analytics Suite | Self-Service | North America | Portuguese | Aisha Chen | aisha.chen796@outlook.com | 32 | Female | Enterprise | 70 | 4 | Individual | Urgent | 5 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 55.08 | 2023-03-13 16:30:00 | 2023-03-13 16:30:00 | 2023-03-13 17:09:00 | ENG-Gio A. | Walked the customer through troubleshooting; issue resolved after config change. | 4 | No | 2.5 | 4 |
1,499,975 | 2024-04-25 15:48:00 | Some of my records appear corrupted after a sync. This started today. | Data Sync | data_data_corruption | Analytics Suite | Chat | Europe | French | Ahmed Wang | ahmed.wang890@icloud.com | 19 | Other | Premium | 37 | 5 | Corporate | High | 9 | Engineering | ENG-Uma Z. | Closed | No | null | 0 | 13.83 | 34.53 | 0 | 162.52 | 2024-05-02 10:19:00 | 2024-05-02 10:19:00 | 2024-05-03 14:39:00 | ENG-Wendy X. | Reviewed the case with the specialist team and processed the required action. | 24 | Yes | -10.53 | 5 |
1,499,976 | 2023-04-29 14:18:00 | Hi, Need some help here. How do I generate an API key? This started today. | Integrations & API | integrations_api_key_generate | API Platform | Chat | North America | English | David Garcia | david.garcia839@outlook.com | 31 | Male | Free | 34 | 3 | Individual | Low | 2 | Engineering | ENG-Gio A. | Closed | No | null | 1 | 0.61 | 2.03 | 0 | 229.52 | 2023-05-01 16:00:00 | 2023-05-09 03:49:00 | 2023-05-11 22:44:00 | ENG-Gio A. | Provided the relevant setting/steps; customer confirmed it worked. | 120 | No | 117.98 | 3 |
1,499,977 | 2023-09-25 17:55:00 | Reaching out because how do I export my data to CSV? Thanks in advance. | Onboarding & How-To | onboarding_how_to_export | API Platform | Chat | Africa | Spanish | Tom Muller | tom.muller558@gmail.com | 60 | Other | Basic | 42 | 5 | Enterprise | Medium | 1 | Tier 1 Support | T1-Ade A. | Closed | No | null | 2 | 0.1 | 0.33 | 0 | 120.63 | 2023-09-26 07:09:00 | 2023-09-30 18:33:00 | 2023-10-03 19:14:00 | T1-Ade A. | Sent the requested information and confirmed the customer's issue was resolved. | 72 | No | 71.67 | 4 |
1,499,978 | 2024-04-03 15:16:00 | Reaching out because how do I update the primary contact on the account? Any help appreciated. | Account Management | account_contact_update | Payment Gateway | Self-Service | South America | English | Yuki Anderson | yuki.anderson90@outlook.com | 36 | Other | Free | 49 | 1 | Corporate | Medium | 2 | Tier 1 Support | T1-Farid N. | Closed | No | null | 0 | 0.02 | 0.17 | 0 | 0.17 | 2024-04-03 15:26:00 | 2024-04-03 15:26:00 | 2024-04-05 11:42:00 | T1-Lena V. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 72 | No | 71.83 | 5 |
1,499,979 | 2023-05-25 11:39:00 | A link in the app leads to a 404 page. | Bugs & Errors | bugs_broken_link | Mobile App | Chat | North America | Spanish | Grace Okafor | grace.okafor200@outlook.com | 23 | Male | Basic | 52 | 2 | Small Business | Low | 1 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.06 | 60.12 | 31.81 | 35.35 | 2023-05-26 23:00:00 | 2023-05-26 23:00:00 | 2023-05-27 00:28:00 | ENG-Gio A. | Provided the relevant setting/steps; customer confirmed it worked. | 120 | No | 119.81 | 4 |
1,499,980 | 2023-02-11 09:51:00 | Hi, I'm having an issue. I forgot my password and the reset email never arrives. Happy to share more detail. | Authentication & Access | authentication_password_reset | Mobile App | Chat | North America | French | Aisha Lopez | aisha.lopez505@outlook.com | 23 | Male | Enterprise | 43 | 2 | Enterprise | Medium | 2 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.13 | 0.43 | 39.32 | 92.88 | 2023-02-15 06:44:00 | 2023-02-15 06:44:00 | 2023-02-17 22:39:00 | T1-Ade A. | Sent the requested information and confirmed the customer's issue was resolved. | 72 | No | 71.57 | 4 |
1,499,981 | 2024-07-01 12:36:00 | Need some help here. My subscription was cancelled without my request. Any help appreciated. | Subscription | subscription_cancel_without_request | Web Portal | Chat | North America | Spanish | Patricia Silva | patricia.silva315@icloud.com | 37 | Male | Premium | 4 | 4 | Small Business | High | 9 | Tier 2 Support | T2-Rosa C. | Closed | Yes | Requires specialist / policy decision | 0 | 3.78 | 13.63 | 48.59 | 80.62 | 2024-07-04 21:13:00 | 2024-07-04 21:13:00 | 2024-07-06 09:31:00 | T2-Rosa C. | Reviewed the case with the specialist team and processed the required action. | 24 | No | 10.37 | 3 |
1,499,982 | 2022-10-11 10:09:00 | Hi, Hoping you can help: large reports time out before they finish generating. Let me know what you need from me. | Performance | performance_report_timeout | Mobile App | Email | North America | Spanish | Olga Miller | olga.miller923@gmail.com | 51 | Female | Free | 10 | 1 | Individual | High | 8 | Tier 1 Support | T1-Diego S. | Closed | No | null | 1 | 4.24 | 16.13 | 11 | 262.57 | 2022-10-12 20:33:00 | 2022-10-22 08:43:00 | 2022-10-22 15:00:00 | T1-Chloe M. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 7.87 | 3 |
1,499,983 | 2024-06-20 14:36:00 | Not sure this is the right place, but how do I generate an API key? Any help appreciated. | Integrations & API | integrations_api_key_generate | API Platform | Self-Service | North America | Spanish | Linda Wang | linda.wang699@gmail.com | 54 | Male | Basic | 26 | 4 | Corporate | Medium | 1 | Engineering | ENG-Gio A. | Closed | No | null | 0 | 0.07 | 0.23 | 0 | 0.62 | 2024-06-20 15:13:00 | 2024-06-20 15:13:00 | 2024-06-20 15:42:00 | ENG-Gio A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 72 | No | 71.77 | 3 |
1,499,984 | 2023-05-30 19:04:00 | When does my subscription renew? | Subscription | subscription_renewal_question | Mobile App | Chat | Europe | French | Raj Williams | raj.williams832@icloud.com | 41 | Male | Basic | 63 | 1 | Individual | Urgent | 5 | Tier 1 Support | T1-Ben T. | Closed | Yes | Requires specialist / policy decision | 0 | 1.04 | 89.97 | 0 | 18.45 | 2023-05-31 13:31:00 | 2023-05-31 13:31:00 | 2023-06-03 05:42:00 | T1-Lena V. | Coordinated with billing/security team; resolution completed and customer notified. | 4 | Yes | -1.53 | 2 |
1,499,985 | 2024-07-03 14:52:00 | Been struggling with this. I want to upgrade to a higher plan. | Subscription | subscription_upgrade_plan | Analytics Suite | Phone | Europe | Mandarin | Patricia Ivanov | patricia.ivanov261@proton.me | 56 | Other | Premium | 31 | 1 | Individual | Low | 5 | Tier 1 Support | T1-Ben T. | Closed | No | null | 0 | 0.07 | 0.24 | 27.25 | 27.48 | 2024-07-04 18:21:00 | 2024-07-04 18:21:00 | 2024-07-07 11:57:00 | T1-Lena V. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 119.76 | 4 |
1,499,986 | 2024-08-26 11:58:00 | Hi, Hoping you can help: what is your refund policy? | Refunds | refunds_refund_policy | API Platform | Chat | Asia | Portuguese | Liam Patel | liam.patel252@icloud.com | 23 | Other | Free | 10 | 2 | Enterprise | Low | 1 | Billing | BIL-Cai A. | Closed | No | null | 0 | 0.19 | 0.62 | 107.6 | 121.25 | 2024-08-31 13:13:00 | 2024-08-31 13:13:00 | 2024-08-31 18:45:00 | BIL-Cai A. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 119.38 | 5 |
1,499,987 | 2022-03-21 14:24:00 | How do I transfer account ownership? (on the Mobile App) Please advise. | Account Management | account_change_owner | Mobile App | Phone | North America | French | Emma Ivanov | emma.ivanov468@proton.me | 66 | Female | Free | 22 | 1 | Small Business | Medium | 3 | Tier 1 Support | T1-Diego S. | Closed | No | null | 0 | 0.13 | 2.18 | 44.47 | 47.23 | 2022-03-23 13:38:00 | 2022-03-23 13:38:00 | 2022-03-23 13:50:00 | T1-Farid N. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 69.82 | 4 |
1,499,988 | 2023-10-23 20:07:00 | Good morning, Been struggling with this. I filed a chargeback with my bank; what now? Thanks in advance. | Refunds | refunds_chargeback_question | Analytics Suite | Chat | Europe | Mandarin | Aisha Silva | aisha.silva375@icloud.com | 42 | Other | Premium | 54 | 2 | Small Business | High | 5 | Billing | BIL-Aiko I. | Closed | Yes | Requires specialist / policy decision | 0 | 1.22 | 16.7 | 12.22 | 72.8 | 2023-10-26 20:55:00 | 2023-10-26 20:55:00 | 2023-10-28 17:42:00 | BIL-Bruno M. | Coordinated with billing/security team; resolution completed and customer notified. | 24 | No | 7.3 | 2 |
1,499,989 | 2024-07-30 17:11:00 | Need some help here. I was charged twice for the same billing period. (on the Mobile App) Any help appreciated. | Billing | billing_double_charge | Mobile App | Phone | South America | French | Aisha Nguyen | aisha.nguyen791@outlook.com | 65 | Other | Free | 36 | 6 | Corporate | Medium | 8 | Billing | BIL-Aiko I. | Closed | No | null | 0 | 3.48 | 16.81 | 0 | 48.8 | 2024-08-01 17:59:00 | 2024-08-01 17:59:00 | 2024-08-02 09:37:00 | BIL-Cora T. | Walked the customer through troubleshooting; issue resolved after config change. | 72 | No | 55.19 | 4 |
1,499,990 | 2024-11-06 12:11:00 | Hi there, Hoping you can help: i'm disputing a charge I believe is incorrect. Thanks in advance. | Billing | billing_billing_dispute | Mobile App | Chat | North America | Mandarin | Aisha Brown | aisha.brown929@proton.me | 55 | Other | Basic | 38 | 6 | Individual | High | 9 | Billing | BIL-Deva S. | Closed | Yes | Requires specialist / policy decision | 0 | 1.51 | 25.18 | 0 | 123.98 | 2024-11-11 16:10:00 | 2024-11-11 16:10:00 | 2024-11-11 17:44:00 | BIL-Cora T. | Reviewed the case with the specialist team and processed the required action. | 24 | Yes | -1.18 | 2 |
1,499,991 | 2023-11-03 14:10:00 | Hey, Hoping you can help: i was charged for a renewal I didn't expect. We're a bit stuck. | Subscription | subscription_unexpected_renewal | Payment Gateway | Chat | Europe | Portuguese | Ahmed Johnson | ahmed.johnson673@proton.me | 19 | Female | Free | 46 | 5 | Enterprise | High | 5 | Tier 1 Support | T1-Ana R. | Closed | Yes | Requires specialist / policy decision | 0 | 10.34 | 80 | 24.8 | 360.78 | 2023-11-18 14:57:00 | 2023-11-18 14:57:00 | 2023-11-19 07:22:00 | T1-Diego S. | Manual review completed by a human agent; outcome communicated to the customer. | 24 | Yes | -56 | 3 |
1,499,992 | 2023-11-24 20:09:00 | Good morning, Hoping you can help: we rebranded; how do I change our company name? (on the API Platform) Let me know what you need from me. | Account Management | account_company_name_change | API Platform | Chat | North America | French | Yuki Chen | yuki.chen375@gmail.com | 67 | Male | Free | 7 | 4 | Enterprise | Low | 3 | Tier 1 Support | T1-Chloe M. | Closed | No | null | 0 | 0.29 | 0.76 | 0 | 0.75 | 2023-11-24 20:54:00 | 2023-11-24 20:54:00 | 2023-11-24 22:34:00 | T1-Chloe M. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 119.24 | 4 |
1,499,993 | 2023-04-04 15:01:00 | Good morning, Need some help here. 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 | Desktop Client | Chat | North America | French | Robert Anderson | robert.anderson399@proton.me | 41 | Male | Basic | 52 | 3 | Corporate | High | 6 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 1.5 | 2023-04-04 16:31:00 | 2023-04-04 16:31:00 | 2023-04-04 17:52:00 | T1-Ade A. | Walked the customer through troubleshooting; issue resolved after config change. | 24 | No | 22.5 | 5 |
1,499,994 | 2023-04-04 16:03:00 | Hi, Been struggling with this. The system is not syncing data across devices properly. We're a bit stuck. | Data Sync | data_sync_across_devices | Desktop Client | Email | North America | French | Patricia Lopez | patricia.lopez359@yahoo.com | 41 | Other | Enterprise | 62 | 5 | Individual | Medium | 8 | Engineering | ENG-Zane U. | Closed | Yes | LLM confidence below threshold | 0 | 2.75 | 8.41 | 42.39 | 66.78 | 2023-04-07 10:50:00 | 2023-04-07 10:50:00 | 2023-04-10 01:58:00 | ENG-Yara Q. | Walked the customer through troubleshooting; issue resolved after config change. | 72 | No | 63.59 | 2 |
1,499,995 | 2023-09-05 08:32:00 | How do I turn off auto-renewal? | Subscription | subscription_auto_renew_off | Payment Gateway | Chat | Asia | French | Tom Smith | tom.smith499@outlook.com | 21 | Other | Free | 11 | 3 | Corporate | Urgent | 4 | Tier 1 Support | T1-Ade A. | Closed | No | null | 0 | 0.31 | 1.05 | 0 | 11.18 | 2024-04-12 02:02:00 | 2023-09-05 19:42:00 | 2024-04-12 22:12:00 | T1-Ade A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 4 | No | 2.95 | 4 |
1,499,996 | 2024-11-29 08:30:00 | Good morning, Need some help here. I'm worried my data may have been exposed. We're a bit stuck. | Security | security_data_breach_concern | Desktop Client | Phone | Europe | German | Ahmed Muller | ahmed.muller679@icloud.com | 46 | Female | Basic | 24 | 6 | Small Business | High | 10 | Security | SEC-Farah D. | Closed | Yes | Requires specialist / policy decision | 0 | 2.91 | 45.92 | 8.11 | 182.02 | 2024-12-06 22:31:00 | 2024-12-06 22:31:00 | 2024-12-06 22:52:00 | SEC-Gaby L. | Coordinated with billing/security team; resolution completed and customer notified. | 24 | Yes | -21.92 | 2 |
1,499,997 | 2022-07-21 17:50:00 | Hi team, Reaching out because i need to add my VAT/Tax ID to my billing profile. (on the Payment Gateway) Happy to share more detail. | Billing | billing_tax_id_update | Payment Gateway | Chat | Asia | French | Liam Wang | liam.wang671@outlook.com | 27 | Other | Free | 11 | 4 | Enterprise | Low | 3 | Billing | BIL-Cai A. | Closed | No | null | 0 | 0.18 | 0.61 | 0 | 7.77 | 2022-07-22 01:36:00 | 2022-07-22 01:36:00 | 2022-07-25 02:43:00 | BIL-Cai A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 119.39 | 4 |
1,499,998 | 2023-10-13 17:56:00 | Hoping you can help: how do I force a manual re-sync? (on the Analytics Suite) It's been happening since yesterday. | Data Sync | data_manual_resync | Analytics Suite | Phone | North America | French | Tom Ivanov | tom.ivanov161@yahoo.com | 40 | Male | Basic | 32 | 2 | Enterprise | Medium | 3 | Engineering | ENG-Gio A. | Open | null | null | 0 | 0.09 | null | 0 | null | null | null | null | null | null | 72 | No | null | null |
1,499,999 | 2024-02-04 17:44:00 | Hi there, Been struggling with this. How do I transfer account ownership? Any help appreciated. | Account Management | account_change_owner | Web Portal | Email | Europe | German | Raj Kim | raj.kim285@icloud.com | 62 | Other | Premium | 18 | 3 | Corporate | High | 6 | Tier 1 Support | T1-Lena V. | Closed | Yes | LLM confidence below threshold | 0 | 1.66 | 4.88 | 6.08 | 25.22 | 2024-02-05 18:57:00 | 2024-02-05 18:57:00 | 2024-02-08 19:34:00 | T1-Diego S. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 19.12 | 3 |
1,500,000 | 2024-03-19 14:34:00 | Good morning, I'm having an issue. A calculated field is showing the wrong result. Please advise. | Bugs & Errors | bugs_calc_wrong | Analytics Suite | Email | North America | Mandarin | Raj Smith | raj.smith466@gmail.com | 72 | Female | Basic | 10 | 3 | Small Business | Urgent | 5 | Tier 2 Support | T2-Tara J. | Closed | Yes | Requires specialist / policy decision | 0 | 0.28 | 2.59 | 0 | 3.02 | 2024-03-19 17:35:00 | 2024-03-19 17:35:00 | 2024-03-19 18:54:00 | T2-Sami E. | Reviewed the case with the specialist team and processed the required action. | 4 | No | 1.41 | 3 |
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