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|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
201 | 2023-11-13 13:13:00 | Hello, Quick question - I am experiencing very slow performance while using the dashboard. Happy to share more detail. | Performance | performance_slow_dashboard | Web Portal | Self-Service | Asia | Spanish | James Khan | james.khan378@proton.me | 26 | Male | Basic | 19 | 2 | Corporate | High | 6 | Tier 2 Support | T2-Nadia H. | Closed | Yes | LLM confidence below threshold | 0 | 0.46 | 3.58 | 0 | 15.35 | 2023-11-14 04:34:00 | 2023-11-14 04:34:00 | 2023-11-14 04:50:00 | T2-Priya G. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 20.42 | 2 |
202 | 2024-11-26 17:35:00 | Hello, Hoping you can help: how do I import data from another tool? Happy to share more detail. | Onboarding & How-To | onboarding_how_to_import | Analytics Suite | Chat | Asia | Portuguese | Chen Patel | chen.patel475@yahoo.com | 57 | Other | Basic | 28 | 2 | Corporate | Low | 5 | Tier 1 Support | T1-Hana L. | Closed | Yes | LLM confidence below threshold | 1 | 1.34 | 2.38 | 0 | 190.95 | 2024-11-27 02:11:00 | 2024-12-04 16:32:00 | 2024-12-04 16:40:00 | T1-Farid N. | Reproduced the problem, escalated to L2, and confirmed resolution. | 120 | No | 117.62 | 3 |
203 | 2023-03-07 09:31:00 | Hey, Quick question - I don't understand the prorated charge on my bill. Let me know what you need from me. | Billing | billing_proration_question | Mobile App | Chat | Asia | German | James Lopez | james.lopez70@outlook.com | 21 | Female | Premium | 28 | 3 | Enterprise | Urgent | 1 | Billing | BIL-Ade A. | Closed | No | null | 1 | 0.34 | 1.14 | 0 | 180.62 | 2023-03-08 01:34:00 | 2023-03-14 22:08:00 | 2023-03-18 02:03:00 | BIL-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 4 | No | 2.86 | 3 |
204 | 2024-04-04 16:04:00 | Hi team, Quick question - Where is my data physically stored? This started today. | Account Management | account_data_residency | Web Portal | Chat | Europe | English | Linda Kim | linda.kim643@proton.me | 65 | Male | Premium | 44 | 1 | Enterprise | Medium | 1 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.16 | 0.53 | 0 | 16.45 | 2024-04-05 08:31:00 | 2024-04-05 08:31:00 | 2024-04-07 01:40:00 | T1-Ana R. | Sent the requested information and confirmed the customer's issue was resolved. | 72 | No | 71.47 | 3 |
205 | 2023-12-14 09:08:00 | Quick question - Where can I find the API documentation? Please advise. | Integrations & API | integrations_api_docs_request | Mobile App | Chat | North America | Mandarin | Aisha Garcia | aisha.garcia909@proton.me | 50 | Other | Free | 37 | 2 | Individual | Medium | 1 | Engineering | ENG-Ade A. | Closed | No | null | 0 | 0.08 | 0.27 | 0 | 6.13 | 2023-12-14 15:16:00 | 2023-12-14 15:16:00 | 2023-12-15 17:42:00 | ENG-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 72 | No | 71.73 | 5 |
206 | 2023-12-13 08:22:00 | Hi there, Been struggling with this. I'm hitting rate limits on the API. Happy to share more detail. | Integrations & API | integrations_rate_limit | Mobile App | Email | Asia | Spanish | Emma Patel | emma.patel975@yahoo.com | 34 | Male | Free | 1 | 3 | Small Business | Medium | 9 | Tier 2 Support | T2-Omar D. | Closed | Yes | LLM confidence below threshold | 3 | 5.05 | 14.85 | 22.8 | 462.38 | 2023-12-14 19:11:00 | 2024-01-01 14:45:00 | 2024-01-04 15:39:00 | T2-Sami E. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 57.15 | 2 |
207 | 2023-09-20 12:34:00 | Hi there, Been struggling with this. The payment was deducted but the transaction shows failed. This is fairly urgent for us. | Billing | billing_payment_deducted_failed | Payment Gateway | Chat | Europe | French | Emma Smith | emma.smith34@icloud.com | 59 | Female | Enterprise | 7 | 3 | Corporate | Medium | 9 | Billing | BIL-Deva S. | Closed | Yes | Requires specialist / policy decision | 0 | 22.33 | 80 | 0 | 336 | 2023-10-04 12:34:00 | 2023-10-04 12:34:00 | 2023-10-07 16:19:00 | BIL-Aiko I. | Coordinated with billing/security team; resolution completed and customer notified. | 72 | Yes | -8 | 2 |
208 | 2024-10-09 18:30:00 | Hey, Need some help here. Can someone walk my team through the product? This is fairly urgent for us. | Onboarding & How-To | onboarding_training_request | Mobile App | Email | North America | German | Liam Williams | liam.williams13@proton.me | 21 | Female | Premium | 52 | 4 | Individual | Low | 5 | Tier 1 Support | T1-Farid N. | Closed | Yes | Requires specialist / policy decision | 0 | 1.09 | 35.19 | 0 | 147.18 | 2024-10-15 21:41:00 | 2024-10-15 21:41:00 | 2024-10-18 19:59:00 | T1-Ella K. | Coordinated with billing/security team; resolution completed and customer notified. | 120 | No | 84.81 | 3 |
209 | 2024-09-05 09:07:00 | Hi, Quick question - I need to add my VAT/Tax ID to my billing profile. Any help appreciated. | Billing | billing_tax_id_update | API Platform | Self-Service | Asia | Spanish | Olga Haddad | olga.haddad696@icloud.com | 73 | Female | Premium | 37 | 5 | Corporate | Medium | 2 | Billing | BIL-Ade A. | Closed | No | null | 0 | 0.04 | 0.14 | 0 | 16.02 | 2024-09-06 01:08:00 | 2024-09-06 01:08:00 | 2024-09-07 07:30:00 | BIL-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 72 | No | 71.86 | 5 |
210 | 2024-08-10 05:37:00 | Hello, Been struggling with this. Some of my records appear corrupted after a sync. Please advise. | Data Sync | data_data_corruption | Payment Gateway | Phone | South America | Portuguese | James Khan | james.khan948@outlook.com | 74 | Other | Basic | 37 | 4 | Corporate | High | 7 | Engineering | ENG-Yara Q. | Closed | No | null | 0 | 4.22 | 14.25 | 0 | 84.62 | 2024-08-13 18:14:00 | 2024-08-13 18:14:00 | 2024-08-16 22:27:00 | ENG-Zane U. | Manual review completed by a human agent; outcome communicated to the customer. | 24 | No | 9.75 | 3 |
211 | 2024-10-30 13:58:00 | Hi there, Been struggling with this. I am unable to access my account after entering correct credentials. (on the Web Portal) Thanks in advance. | Authentication & Access | authentication_cannot_login_correct_creds | Web Portal | Chat | Asia | English | Sofia Garcia | sofia.garcia898@icloud.com | 71 | Female | Basic | 23 | 2 | Individual | Urgent | 7 | Tier 2 Support | T2-Tara J. | Closed | No | null | 3 | 1.29 | 4.17 | 0 | 137.85 | 2024-10-31 03:05:00 | 2024-11-05 07:49:00 | 2024-11-08 08:18:00 | T2-Marco B. | Reproduced the problem, escalated to L2, and confirmed resolution. | 4 | Yes | -0.17 | 2 |
212 | 2024-12-08 17:57:00 | Hi team, Not sure this is the right place, but how do I restrict access to certain IP addresses? It's been happening since yesterday. | Security | security_ip_allowlist | Payment Gateway | Email | Europe | Portuguese | Ahmed Ivanov | ahmed.ivanov993@yahoo.com | 27 | Male | Basic | 65 | 1 | Corporate | Medium | 8 | Security | SEC-Farah D. | Pending | null | null | 0 | 0.76 | null | 4.58 | null | null | null | null | null | null | 72 | No | null | null |
213 | 2024-03-16 19:31:00 | Hello, Not sure this is the right place, but i deleted my account by mistake and want it back. Let me know what you need from me. | Authentication & Access | authentication_recover_deleted_account | Desktop Client | Chat | Africa | Spanish | William Brown | william.brown855@yahoo.com | 27 | Female | Premium | 22 | 6 | Corporate | High | 6 | Tier 1 Support | T1-Hana L. | Closed | Yes | Requires specialist / policy decision | 0 | 0.86 | 7.84 | 7.34 | 50.65 | 2024-03-18 22:10:00 | 2024-03-18 22:10:00 | 2024-03-18 23:39:00 | T1-Ivan P. | Manual review completed by a human agent; outcome communicated to the customer. | 24 | No | 16.16 | 4 |
214 | 2022-03-07 13:56:00 | Hi there, I'm having an issue. How do I update my profile information? This started today. | Account Management | account_update_profile | API Platform | Email | Asia | Spanish | Nadia Anderson | nadia.anderson396@gmail.com | 26 | Male | Free | 47 | 1 | Individual | Medium | 4 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.11 | 0.37 | 64.48 | 75.92 | 2022-03-10 17:51:00 | 2022-03-10 17:51:00 | 2022-03-11 01:57:00 | T1-Ana R. | Sent the requested information and confirmed the customer's issue was resolved. | 72 | No | 71.63 | 5 |
215 | 2023-10-09 16:12:00 | Hello, Been struggling with this. I'm getting an error during the OAuth flow. We're a bit stuck. | Integrations & API | integrations_oauth_flow_error | Analytics Suite | Email | Europe | Spanish | Ahmed Garcia | ahmed.garcia738@outlook.com | 30 | Female | Enterprise | 28 | 3 | Individual | High | 7 | Engineering | ENG-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 5.24 | 22.53 | 2023-10-10 14:44:00 | 2023-10-10 14:44:00 | 2023-10-13 12:55:00 | ENG-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 22.5 | 5 |
216 | 2023-04-25 20:11:00 | Hello, I'm disputing a charge I believe is incorrect. Please advise. | Billing | billing_billing_dispute | Mobile App | Self-Service | South America | Spanish | Yuki Miller | yuki.miller40@proton.me | 30 | Female | Premium | 48 | 3 | Small Business | Medium | 4 | Billing | BIL-Aiko I. | Closed | Yes | Requires specialist / policy decision | 6 | 12.31 | 77.27 | 0 | 333.08 | 2023-05-09 17:16:00 | 2023-05-09 17:16:00 | 2023-05-12 18:20:00 | BIL-Deva S. | Manual review completed by a human agent; outcome communicated to the customer. | 72 | Yes | -5.27 | 1 |
217 | 2023-04-10 07:53:00 | Hey, Reaching out because i need a copy of my latest invoice. Any help appreciated. | Billing | billing_invoice_copy | Analytics Suite | Chat | Africa | Portuguese | James Wang | james.wang610@proton.me | 50 | Female | Basic | 52 | 3 | Enterprise | Low | 1 | Billing | BIL-Ade A. | Open | null | null | 0 | 0.04 | null | 0 | null | null | null | null | null | null | 120 | No | null | null |
218 | 2023-12-04 15:58:00 | Hi there, Quick question - I was charged twice for the same billing period. This is fairly urgent for us. | Billing | billing_double_charge | Mobile App | Email | South America | Portuguese | David Lopez | david.lopez63@yahoo.com | 60 | Male | Enterprise | 64 | 4 | Individual | High | 5 | Billing | BIL-Ade A. | Closed | No | null | 0 | 0.42 | 1.39 | 0 | 1.38 | 2023-12-04 17:21:00 | 2023-12-04 17:21:00 | 2023-12-06 15:01:00 | BIL-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 22.61 | 4 |
219 | 2023-06-18 09:30:00 | Hey, What is your refund policy? (on the Mobile App) It's been happening since yesterday. | Refunds | refunds_refund_policy | Mobile App | Chat | Europe | English | Linda Okafor | linda.okafor583@icloud.com | 38 | Male | Premium | 38 | 3 | Corporate | Low | 1 | Billing | BIL-Ade A. | Closed | No | null | 0 | 0.15 | 0.5 | 0 | 23 | 2023-06-19 08:30:00 | 2023-06-19 08:30:00 | 2023-06-20 09:06:00 | BIL-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 120 | No | 119.5 | 5 |
220 | 2024-07-16 18:31:00 | Need some help here. I'm new - how do I get started? Thanks in advance. | Onboarding & How-To | onboarding_getting_started | Analytics Suite | Phone | Europe | English | Robert Patel | robert.patel99@gmail.com | 69 | Male | Free | 63 | 4 | Individual | Low | 2 | Tier 1 Support | T1-Ana R. | Cancelled | null | null | 0 | 0.31 | null | 0 | null | null | null | 2024-07-21 12:30:00 | null | Ticket cancelled/withdrawn before resolution. | 120 | No | null | null |
221 | 2023-04-01 13:26:00 | Hi, Been struggling with this. Some of my records appear corrupted after a sync. (on the Analytics Suite) Any help appreciated. | Data Sync | data_data_corruption | Analytics Suite | Chat | Africa | English | Olga Williams | olga.williams638@yahoo.com | 74 | Other | Basic | 24 | 0 | Corporate | Urgent | 9 | Engineering | ENG-Viktor Y. | Closed | Yes | Requires specialist / policy decision | 0 | 1.58 | 9.26 | 0 | 66.82 | 2023-04-04 08:15:00 | 2023-04-04 08:15:00 | 2023-04-07 11:40:00 | ENG-Zane U. | Reviewed the case with the specialist team and processed the required action. | 4 | Yes | -5.26 | 2 |
222 | 2023-11-05 21:35:00 | Hi team, How do I configure notifications? We're a bit stuck. | Onboarding & How-To | onboarding_setup_notifications | Payment Gateway | Phone | North America | German | Ahmed Brown | ahmed.brown749@gmail.com | 23 | Female | Premium | 30 | 3 | Corporate | Medium | 1 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.06 | 0.19 | 0 | 17.6 | 2023-11-06 15:11:00 | 2023-11-06 15:11:00 | 2023-11-09 06:36:00 | T1-Ana R. | Provided the relevant setting/steps; customer confirmed it worked. | 72 | No | 71.81 | 4 |
223 | 2024-11-25 11:51:00 | Hey, Need some help here. I was charged twice for the same billing period. Please advise. | Billing | billing_double_charge | Web Portal | Chat | Europe | German | Olga Johnson | olga.johnson924@gmail.com | 62 | Female | Premium | 62 | 1 | Enterprise | Medium | 7 | Billing | BIL-Bruno M. | Closed | No | null | 0 | 1.63 | 6.64 | 0 | 22.63 | 2024-11-26 10:29:00 | 2024-11-26 10:29:00 | 2024-11-29 15:23:00 | BIL-Deva S. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 65.36 | 4 |
224 | 2024-02-06 10:45:00 | Hello, Been struggling with this. I'm new - how do I get started? Let me know what you need from me. | Onboarding & How-To | onboarding_getting_started | Mobile App | Phone | Europe | German | Sofia Ivanov | sofia.ivanov577@gmail.com | 49 | Male | Basic | 8 | 3 | Enterprise | Low | 4 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 1.5 | 2024-02-06 12:15:00 | 2024-02-06 12:15:00 | 2024-02-07 19:30:00 | T1-Ana R. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 118.5 | 3 |
225 | 2023-06-09 10:08:00 | Good morning, Quick question - Can I merge two accounts into one? Let me know what you need from me. | Account Management | account_merge_accounts | Payment Gateway | Chat | Africa | Spanish | Raj Okafor | raj.okafor219@yahoo.com | 18 | Male | Free | 42 | 3 | Enterprise | Low | 9 | Tier 1 Support | T1-Ana R. | Closed | No | null | 2 | 0.76 | 2.55 | 0 | 345.25 | 2023-06-09 11:24:00 | 2023-06-23 19:23:00 | 2023-06-26 14:01:00 | T1-Ana R. | Coordinated with billing/security team; resolution completed and customer notified. | 120 | No | 117.45 | 3 |
226 | 2022-12-07 09:36:00 | Hi team, Need some help here. How do I restrict access to certain IP addresses? Happy to share more detail. | Security | security_ip_allowlist | API Platform | Phone | Europe | Mandarin | Chen Haddad | chen.haddad831@gmail.com | 30 | Other | Basic | 50 | 3 | Small Business | Medium | 4 | Security | SEC-Ade A. | Cancelled | null | null | 0 | 0.45 | null | 0 | null | null | null | 2022-12-10 20:38:00 | null | Ticket cancelled/withdrawn before resolution. | 72 | No | null | null |
227 | 2023-09-29 14:54:00 | I'm having an issue. Do you have a connector for [tool]? (on the Desktop Client) This is fairly urgent for us. | Integrations & API | integrations_third_party_connector | Desktop Client | Email | South America | French | Patricia Lopez | patricia.lopez140@outlook.com | 46 | Female | Basic | 25 | 2 | Individual | Low | 1 | Engineering | ENG-Ade A. | Closed | No | null | 0 | 0.12 | 0.4 | 0 | 0.38 | 2023-09-29 15:17:00 | 2023-09-29 15:17:00 | 2023-09-29 16:09:00 | ENG-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 120 | No | 119.6 | 5 |
228 | 2022-12-23 13:29:00 | Hi, I'm having an issue. How do I import data from another tool? Let me know what you need from me. | Onboarding & How-To | onboarding_how_to_import | Desktop Client | Self-Service | North America | German | William Johnson | william.johnson55@yahoo.com | 74 | Other | Free | 47 | 2 | Individual | Low | 3 | Tier 1 Support | T1-Kofi A. | Closed | Yes | LLM confidence below threshold | 0 | 0.73 | 4.12 | 0 | 5.63 | 2022-12-23 19:07:00 | 2022-12-23 19:07:00 | 2022-12-27 02:42:00 | T1-Ben T. | Walked the customer through troubleshooting; issue resolved after config change. | 120 | No | 115.88 | 3 |
229 | 2024-09-24 21:39:00 | Hi there, Hoping you can help: i'm disputing a charge I believe is incorrect. Any help appreciated. | Billing | billing_billing_dispute | Analytics Suite | Chat | North America | Portuguese | Aisha Okafor | aisha.okafor182@gmail.com | 39 | Male | Free | 50 | 2 | Small Business | Medium | 9 | Billing | BIL-Aiko I. | Closed | Yes | Requires specialist / policy decision | 0 | 16.35 | 54.32 | 25.05 | 239.35 | 2024-10-04 21:00:00 | 2024-10-04 21:00:00 | 2024-10-07 20:56:00 | BIL-Cora T. | Reviewed the case with the specialist team and processed the required action. | 72 | No | 17.68 | 4 |
230 | 2023-03-24 22:27:00 | Hi, Quick question - The system is not syncing data across devices properly. | Data Sync | data_sync_across_devices | Payment Gateway | Email | North America | Portuguese | Sofia Chen | sofia.chen320@outlook.com | 24 | Female | Free | 53 | 2 | Individual | Medium | 4 | Engineering | ENG-Ade A. | Cancelled | null | null | 0 | 0.45 | null | 0 | null | null | null | 2023-03-27 01:56:00 | null | Ticket cancelled/withdrawn before resolution. | 72 | No | null | null |
231 | 2022-09-09 12:19:00 | Hi there, I'm having an issue. Two-factor authentication codes are not being delivered to my phone. Please advise. | Authentication & Access | authentication_twofa_not_delivered | Mobile App | Email | Europe | Mandarin | Emma Nguyen | emma.nguyen277@proton.me | 53 | Other | Free | 54 | 3 | Individual | Urgent | 3 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.02 | 0.05 | 0 | 0.05 | 2022-09-09 12:22:00 | 2022-09-09 12:22:00 | 2022-09-11 06:01:00 | T1-Ana R. | Provided the relevant setting/steps; customer confirmed it worked. | 4 | No | 3.95 | 4 |
232 | 2022-08-28 17:38:00 | Hi there, Quick question - I was charged for a renewal I didn't expect. We're a bit stuck. | Subscription | subscription_unexpected_renewal | Analytics Suite | Chat | Europe | Portuguese | Liam Johnson | liam.johnson382@gmail.com | 26 | Male | Basic | 65 | 3 | Enterprise | High | 8 | Tier 1 Support | T1-Ella K. | Closed | Yes | Requires specialist / policy decision | 0 | 6.34 | 24.86 | 0 | 87.22 | 2022-09-01 08:51:00 | 2022-09-01 08:51:00 | 2022-09-04 12:03:00 | T1-Kofi A. | Coordinated with billing/security team; resolution completed and customer notified. | 24 | Yes | -0.86 | 2 |
233 | 2024-05-02 10:16:00 | Hi there, Hoping you can help: i need an audit log of recent account activity. Happy to share more detail. | Security | security_audit_log_request | Mobile App | Social Media | Europe | Spanish | Olga Muller | olga.muller138@outlook.com | 39 | Male | Free | 25 | 2 | Small Business | Medium | 5 | Security | SEC-Elias R. | Closed | No | null | 0 | 2.33 | 8.71 | 0 | 24.7 | 2024-05-03 10:58:00 | 2024-05-03 10:58:00 | 2024-05-03 12:37:00 | SEC-Elias R. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 63.29 | 3 |
234 | 2023-04-09 14:11:00 | Hi, Been struggling with this. I need help setting up a webhook. We're a bit stuck. | Integrations & API | integrations_webhook_setup | Mobile App | Phone | North America | Spanish | Raj Brown | raj.brown183@proton.me | 57 | Female | Basic | 34 | 6 | Small Business | High | 9 | Engineering | ENG-Wendy X. | Closed | No | null | 0 | 0.45 | 1.37 | 0 | 26.17 | 2023-04-10 16:21:00 | 2023-04-10 16:21:00 | 2023-04-13 15:44:00 | ENG-Wendy X. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 22.63 | 3 |
235 | 2023-11-09 11:29:00 | Good morning, Reaching out because how do I configure notifications? This is fairly urgent for us. | Onboarding & How-To | onboarding_setup_notifications | Web Portal | Phone | Asia | Portuguese | Robert Rossi | robert.rossi411@gmail.com | 37 | Female | Enterprise | 37 | 3 | Corporate | Urgent | 2 | Tier 1 Support | T1-Grace O. | Closed | No | null | 0 | 0.09 | 0.22 | 0 | 13.73 | 2023-11-10 01:13:00 | 2023-11-10 01:13:00 | 2023-11-13 00:07:00 | T1-Lena V. | Provided the relevant setting/steps; customer confirmed it worked. | 4 | No | 3.78 | 4 |
236 | 2023-10-18 19:08:00 | Hello, Hoping you can help: i need help configuring SSO for my organization. This is fairly urgent for us. | Authentication & Access | authentication_sso_config | Web Portal | Phone | Europe | French | Chen Rossi | chen.rossi536@yahoo.com | 21 | Other | Premium | 52 | 6 | Corporate | Medium | 5 | Tier 1 Support | T1-Ana R. | Cancelled | null | null | 1 | 0.61 | null | 0 | null | null | null | 2023-10-19 12:27:00 | null | Ticket cancelled/withdrawn before resolution. | 72 | No | null | null |
237 | 2024-12-23 12:12:00 | Hi team, Quick question - Please permanently delete my personal data. (on the Web Portal) We're a bit stuck. | Security | security_delete_my_data | Web Portal | Chat | Europe | French | Tom Brown | tom.brown633@outlook.com | 66 | Female | Basic | 53 | 4 | Corporate | Medium | 4 | Security | SEC-Farah D. | Resolved | Yes | Requires specialist / policy decision | 0 | 19.18 | 80 | 0 | 336 | 2025-01-06 12:12:00 | 2025-01-06 12:12:00 | null | SEC-Farah D. | Coordinated with billing/security team; resolution completed and customer notified. | 72 | Yes | -8 | 2 |
238 | 2022-10-27 17:19:00 | Hi team, Quick question - I deleted my account by mistake and want it back. This started today. | Authentication & Access | authentication_recover_deleted_account | Analytics Suite | Chat | Asia | French | Carlos Silva | carlos.silva443@icloud.com | 31 | Female | Free | 11 | 3 | Small Business | Urgent | 8 | Tier 1 Support | T1-Farid N. | Closed | No | null | 0 | 1.68 | 13.9 | 0 | 85.57 | 2022-10-31 06:53:00 | 2022-10-31 06:53:00 | 2022-11-03 07:16:00 | T1-Diego S. | Manual review completed by a human agent; outcome communicated to the customer. | 4 | Yes | -9.9 | 4 |
239 | 2023-10-12 17:23:00 | Good morning, Hoping you can help: changes I made offline didn't save when I reconnected. We're a bit stuck. | Data Sync | data_offline_changes_lost | Payment Gateway | Chat | Asia | Portuguese | Sofia Khan | sofia.khan538@gmail.com | 54 | Female | Enterprise | 26 | 1 | Corporate | Medium | 7 | Engineering | ENG-Viktor Y. | Closed | No | null | 0 | 0.56 | 4.18 | 9.79 | 21.58 | 2023-10-13 14:58:00 | 2023-10-13 14:58:00 | 2023-10-14 17:56:00 | ENG-Uma Z. | Walked the customer through troubleshooting; issue resolved after config change. | 72 | No | 67.82 | 4 |
240 | 2023-06-06 16:27:00 | Hi, Been struggling with this. I'm worried my data may have been exposed. Thanks in advance. | Security | security_data_breach_concern | API Platform | Social Media | North America | German | Nadia Brown | nadia.brown486@proton.me | 26 | Other | Premium | 36 | 2 | Enterprise | Urgent | 5 | Security | SEC-Elias R. | Closed | Yes | Requires specialist / policy decision | 0 | 1.97 | 13.9 | 0 | 29.88 | 2023-06-07 22:20:00 | 2023-06-07 22:20:00 | 2023-06-10 14:23:00 | SEC-Elias R. | Coordinated with billing/security team; resolution completed and customer notified. | 4 | Yes | -9.9 | 3 |
241 | 2022-05-12 16:23:00 | Hi there, Quick question - How do I update the primary contact on the account? Any help appreciated. | Account Management | account_contact_update | Payment Gateway | Chat | North America | Portuguese | Sofia Okafor | sofia.okafor757@yahoo.com | 64 | Other | Basic | 20 | 2 | Enterprise | Low | 1 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.13 | 0.43 | 13.93 | 14.35 | 2022-05-13 06:44:00 | 2022-05-13 06:44:00 | 2022-05-13 07:14:00 | T1-Ana R. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 119.57 | 5 |
242 | 2024-10-29 17:29:00 | Hi there, Not sure this is the right place, but what is your refund policy? (on the Mobile App) We're a bit stuck. | Refunds | refunds_refund_policy | Mobile App | Chat | South America | Spanish | Ahmed Brown | ahmed.brown858@outlook.com | 69 | Other | Free | 38 | 1 | Individual | High | 1 | Billing | BIL-Ade A. | Closed | No | null | 2 | 0.37 | 1.22 | 0 | 185 | 2024-10-29 18:05:00 | 2024-11-06 10:29:00 | 2024-11-09 11:24:00 | BIL-Ade A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 24 | No | 22.78 | 3 |
243 | 2024-08-19 16:58:00 | Hi there, Not sure this is the right place, but i was charged twice for the same billing period. (on the Mobile App) This started today. | Billing | billing_double_charge | Mobile App | Phone | North America | Spanish | Tom Nguyen | tom.nguyen790@proton.me | 28 | Other | Free | 55 | 5 | Enterprise | Medium | 4 | Billing | BIL-Ade A. | Closed | No | null | 2 | 0.76 | 2.55 | 0 | 412.03 | 2024-08-19 18:14:00 | 2024-09-05 21:00:00 | 2024-09-06 11:42:00 | BIL-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 69.45 | 4 |
244 | 2024-12-07 08:23:00 | Hey, Need some help here. What is your refund policy? This started today. | Refunds | refunds_refund_policy | Desktop Client | Email | North America | English | Sofia Muller | sofia.muller529@gmail.com | 58 | Female | Free | 63 | 6 | Enterprise | Medium | 1 | Billing | BIL-Deva S. | Open | null | null | 0 | 0.04 | null | 0 | null | null | null | null | null | null | 72 | No | null | null |
245 | 2024-12-20 10:11:00 | Hi team, I'm having an issue. I'm disputing a charge I believe is incorrect. Happy to share more detail. | Billing | billing_billing_dispute | Payment Gateway | Chat | North America | English | Robert Anderson | robert.anderson562@proton.me | 50 | Male | Basic | 4 | 2 | Individual | High | 8 | Billing | BIL-Cora T. | Open | null | null | 0 | 5.2 | null | 0 | null | null | null | null | null | null | 24 | No | null | null |
246 | 2023-09-07 14:30:00 | Need some help here. Can someone walk my team through the product? We're a bit stuck. | Onboarding & How-To | onboarding_training_request | Payment Gateway | Chat | Europe | Mandarin | Sofia Brown | sofia.brown927@gmail.com | 57 | Female | Enterprise | 45 | 4 | Small Business | Low | 4 | Tier 1 Support | T1-Hana L. | Closed | Yes | Requires specialist / policy decision | 0 | 8.79 | 23.78 | 22.48 | 142.25 | 2023-09-13 12:45:00 | 2023-09-13 12:45:00 | 2023-09-16 05:12:00 | T1-Farid N. | Manual review completed by a human agent; outcome communicated to the customer. | 120 | No | 96.22 | 3 |
247 | 2023-08-25 10:34:00 | Not sure this is the right place, but i'm worried my data may have been exposed. Thanks in advance. | Security | security_data_breach_concern | Desktop Client | Self-Service | Europe | Mandarin | Ahmed Ivanov | ahmed.ivanov458@icloud.com | 40 | Male | Basic | 1 | 3 | Individual | High | 7 | Security | SEC-Elias R. | Closed | Yes | Requires specialist / policy decision | 0 | 3.03 | 22.97 | 173.27 | 292.23 | 2023-09-06 14:48:00 | 2023-09-06 14:48:00 | 2023-09-06 22:35:00 | SEC-Gaby L. | Coordinated with billing/security team; resolution completed and customer notified. | 24 | No | 1.03 | 4 |
248 | 2024-03-22 10:39:00 | Good morning, Been struggling with this. My verification email never arrived during signup. This started today. | Authentication & Access | authentication_email_verification | Analytics Suite | Self-Service | Europe | Portuguese | Grace Ivanov | grace.ivanov243@icloud.com | 52 | Other | Basic | 63 | 1 | Individual | Medium | 1 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.15 | 0.49 | 0 | 0.48 | 2024-03-22 11:08:00 | 2024-03-22 11:08:00 | 2024-03-23 09:22:00 | T1-Ana R. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 72 | No | 71.51 | 4 |
249 | 2023-10-19 14:50:00 | The payment was deducted but the transaction shows failed. Thanks in advance. | Billing | billing_payment_deducted_failed | API Platform | Phone | Europe | Spanish | William Patel | william.patel911@yahoo.com | 20 | Female | Enterprise | 60 | 4 | Enterprise | High | 5 | Billing | BIL-Deva S. | Closed | Yes | Requires specialist / policy decision | 2 | 0.62 | 7.16 | 0 | 245.75 | 2023-10-20 10:24:00 | 2023-10-29 20:35:00 | 2023-11-01 17:34:00 | BIL-Bruno M. | Coordinated with billing/security team; resolution completed and customer notified. | 24 | No | 16.84 | 3 |
250 | 2023-04-11 18:43:00 | Hi, Been struggling with this. My verification email never arrived during signup. Happy to share more detail. | Authentication & Access | authentication_email_verification | Web Portal | Self-Service | North America | French | David Nguyen | david.nguyen73@yahoo.com | 44 | Male | Enterprise | 14 | 2 | Individual | Low | 1 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.05 | 0.17 | 22.73 | 22.9 | 2023-04-12 17:37:00 | 2023-04-12 17:37:00 | 2023-04-15 20:10:00 | T1-Ana R. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 119.83 | 4 |
251 | 2024-07-09 09:26:00 | Hello, Not sure this is the right place, but how do I update the primary contact on the account? Let me know what you need from me. | Account Management | account_contact_update | Mobile App | Email | South America | German | Carlos Anderson | carlos.anderson109@icloud.com | 70 | Female | Enterprise | 8 | 3 | Enterprise | Low | 2 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.17 | 0.56 | 48.74 | 51.87 | 2024-07-11 13:18:00 | 2024-07-11 13:18:00 | 2024-07-11 14:03:00 | T1-Ana R. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 119.44 | 5 |
252 | 2024-11-14 10:05:00 | Hi, Not sure this is the right place, but i want to downgrade my plan. Any help appreciated. | Subscription | subscription_downgrade_plan | Payment Gateway | Self-Service | Europe | Spanish | Yuki Miller | yuki.miller147@gmail.com | 54 | Male | Free | 67 | 2 | Small Business | Low | 4 | Tier 1 Support | T1-Farid N. | Closed | No | null | 0 | 1.59 | 12.14 | 5.17 | 33.3 | 2024-11-15 19:23:00 | 2024-11-15 19:23:00 | 2024-11-16 05:28:00 | T1-Grace O. | Reproduced the problem, escalated to L2, and confirmed resolution. | 120 | No | 107.86 | 3 |
253 | 2024-12-25 12:15:00 | Hey, Not sure this is the right place, but how do I restrict access to certain IP addresses? Happy to share more detail. | Security | security_ip_allowlist | Mobile App | Self-Service | Asia | Spanish | Carlos Okafor | carlos.okafor319@outlook.com | 25 | Male | Free | 52 | 3 | Enterprise | Urgent | 7 | Security | SEC-Farah D. | Closed | No | null | 0 | 0.32 | 1.88 | 0 | 14.63 | 2024-12-26 02:53:00 | 2024-12-26 02:53:00 | 2024-12-29 09:44:00 | SEC-Elias R. | Investigated the issue, applied a fix, and verified with the customer. | 4 | No | 2.12 | 4 |
254 | 2024-04-18 13:41:00 | Quick question - My integration stopped working after an update. Please advise. | Integrations & API | integrations_integration_broken | Mobile App | Email | North America | Spanish | James Anderson | james.anderson638@proton.me | 19 | Female | Free | 33 | 4 | Individual | High | 9 | Engineering | ENG-Zane U. | Closed | No | null | 0 | 2.99 | 8.64 | 0 | 25.95 | 2024-04-19 15:38:00 | 2024-04-19 15:38:00 | 2024-04-19 21:00:00 | ENG-Zane U. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 15.36 | 3 |
255 | 2024-08-21 21:10:00 | Hey, Can my refund go to a different payment method? (on the Desktop Client) Thanks in advance. | Refunds | refunds_refund_method | Desktop Client | Chat | South America | Mandarin | Sofia Muller | sofia.muller772@icloud.com | 53 | Female | Basic | 7 | 6 | Corporate | High | 2 | Billing | BIL-Deva S. | Closed | No | null | 2 | 0.43 | 3.89 | 44.13 | 125.7 | 2024-08-23 12:00:00 | 2024-08-27 02:52:00 | 2024-08-27 22:26:00 | BIL-Deva S. | Walked the customer through troubleshooting; issue resolved after config change. | 24 | No | 20.11 | 3 |
256 | 2024-03-04 16:59:00 | Good morning, I'm having an issue. I am unable to access my account after entering correct credentials. This is fairly urgent for us. | Authentication & Access | authentication_cannot_login_correct_creds | Analytics Suite | Self-Service | North America | English | Olga Miller | olga.miller146@yahoo.com | 71 | Male | Enterprise | 10 | 2 | Small Business | Medium | 4 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.45 | 1.5 | 5.5 | 6.98 | 2024-03-04 23:58:00 | 2024-03-04 23:58:00 | 2024-03-05 07:48:00 | T1-Ana R. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 70.5 | 4 |
257 | 2023-10-17 10:27:00 | I'm new - how do I get started? | Onboarding & How-To | onboarding_getting_started | Analytics Suite | Self-Service | Oceania | English | Linda Ivanov | linda.ivanov162@outlook.com | 56 | Male | Basic | 24 | 4 | Enterprise | Low | 6 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.45 | 96.99 | 0 | 14.05 | 2023-10-18 00:30:00 | 2023-10-18 00:30:00 | 2023-10-18 10:16:00 | T1-Ana R. | Provided the relevant setting/steps; customer confirmed it worked. | 120 | No | 118.5 | 4 |
258 | 2023-12-18 22:12:00 | Hello, Hoping you can help: pages take a long time to load for my whole team. This is fairly urgent for us. | Performance | performance_page_load_slow | API Platform | Email | Africa | Spanish | Grace Muller | grace.muller661@icloud.com | 71 | Other | Basic | 49 | 1 | Enterprise | Medium | 6 | Tier 2 Support | T2-Rosa C. | Closed | No | null | 0 | 1.56 | 12.51 | 0 | 37.3 | 2023-12-20 11:30:00 | 2023-12-20 11:30:00 | 2023-12-20 11:36:00 | T2-Rosa C. | Walked the customer through troubleshooting; issue resolved after config change. | 72 | No | 59.49 | 3 |
259 | 2023-05-21 17:13:00 | Hey, Reaching out because i think I was refunded twice by mistake. This is fairly urgent for us. | Refunds | refunds_duplicate_refund | Payment Gateway | Chat | Oceania | English | Linda Anderson | linda.anderson988@yahoo.com | 69 | Male | Basic | 45 | 5 | Corporate | Low | 6 | Tier 2 Support | T2-Sami E. | Closed | Yes | Requires specialist / policy decision | 0 | 9.18 | 52.34 | 0 | 202.12 | 2023-05-30 03:20:00 | 2023-05-30 03:20:00 | 2023-05-30 05:19:00 | T2-Quinn F. | Coordinated with billing/security team; resolution completed and customer notified. | 120 | No | 67.66 | 5 |
260 | 2023-05-12 13:09:00 | Been struggling with this. An endpoint I use was deprecated; what's the replacement? Please advise. | Integrations & API | integrations_api_deprecation | Web Portal | Chat | Europe | German | Maria Chen | maria.chen543@icloud.com | 24 | Other | Premium | 4 | 5 | Individual | Low | 8 | Engineering | ENG-Ade A. | Closed | No | null | 6 | 0.45 | 1.5 | 32.91 | 34.4 | 2023-05-13 23:33:00 | 2023-05-13 23:33:00 | 2023-05-14 00:41:00 | ENG-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 120 | No | 118.5 | 2 |
261 | 2023-12-12 10:31:00 | Hey, Hoping you can help: i'm hitting rate limits on the API. It's been happening since yesterday. | Integrations & API | integrations_rate_limit | Analytics Suite | Email | Europe | English | Maria Johnson | maria.johnson241@yahoo.com | 21 | Male | Free | 22 | 3 | Individual | Medium | 8 | Engineering | ENG-Uma Z. | Closed | No | null | 0 | 0.79 | 3.72 | 0 | 3.72 | 2023-12-12 14:14:00 | 2023-12-12 14:14:00 | 2023-12-16 01:29:00 | ENG-Uma Z. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 68.28 | 4 |
262 | 2022-04-08 16:48:00 | Quick question - We rebranded; how do I change our company name? (on the Mobile App) Happy to share more detail. | Account Management | account_company_name_change | Mobile App | Self-Service | North America | Mandarin | Grace Haddad | grace.haddad543@proton.me | 63 | Male | Free | 44 | 4 | Corporate | Low | 2 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.06 | 0.21 | 0 | 0.2 | 2022-04-08 17:00:00 | 2022-04-08 17:00:00 | 2022-04-10 00:23:00 | T1-Ana R. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 119.79 | 5 |
263 | 2024-09-12 18:44:00 | Hi team, I am unable to access my account after entering correct credentials. Happy to share more detail. | Authentication & Access | authentication_cannot_login_correct_creds | Web Portal | Email | Oceania | Portuguese | Nadia Garcia | nadia.garcia571@proton.me | 66 | Female | Free | 66 | 1 | Enterprise | High | 6 | Tier 2 Support | T2-Rosa C. | Closed | Yes | LLM confidence below threshold | 0 | 0.21 | 3.09 | 0 | 7.35 | 2024-09-13 02:05:00 | 2024-09-13 02:05:00 | 2024-09-13 02:30:00 | T2-Quinn F. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 20.91 | 3 |
264 | 2022-01-29 12:09:00 | Hoping you can help: i was charged for a renewal I didn't expect. This started today. | Subscription | subscription_unexpected_renewal | API Platform | Email | North America | Spanish | Tom Nguyen | tom.nguyen398@proton.me | 41 | Male | Premium | 20 | 4 | Corporate | High | 6 | Tier 1 Support | T1-Ella K. | Closed | Yes | Requires specialist / policy decision | 0 | 2.8 | 22.42 | 12.25 | 117.52 | 2022-02-03 09:40:00 | 2022-02-03 09:40:00 | 2022-02-06 13:24:00 | T1-Jia W. | Coordinated with billing/security team; resolution completed and customer notified. | 24 | No | 1.58 | 3 |
265 | 2022-01-24 22:14:00 | Hey, My changes aren't being saved when I hit save. Any help appreciated. | Bugs & Errors | bugs_data_not_saving | Web Portal | Chat | South America | French | Tom Kim | tom.kim761@outlook.com | 39 | Male | Premium | 35 | 3 | Enterprise | High | 5 | Engineering | ENG-Zane U. | Closed | No | null | 0 | 2.98 | 9.14 | 0 | 38.9 | 2022-01-26 13:08:00 | 2022-01-26 13:08:00 | 2022-01-28 07:31:00 | ENG-Yara Q. | Walked the customer through troubleshooting; issue resolved after config change. | 24 | No | 14.86 | 3 |
266 | 2022-01-14 08:27:00 | Hi team, Been struggling with this. How do I turn off auto-renewal? (on the Web Portal) Happy to share more detail. | Subscription | subscription_auto_renew_off | Web Portal | Chat | North America | Portuguese | Raj Johnson | raj.johnson504@gmail.com | 37 | Female | Free | 67 | 1 | Small Business | Low | 1 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.08 | 0.27 | 0 | 6.82 | 2022-01-14 15:16:00 | 2022-01-14 15:16:00 | 2022-01-16 09:30:00 | T1-Ana R. | Provided the relevant setting/steps; customer confirmed it worked. | 120 | No | 119.73 | 4 |
267 | 2022-09-28 11:51:00 | Hi, Two-factor authentication codes are not being delivered to my phone. Happy to share more detail. | Authentication & Access | authentication_twofa_not_delivered | Desktop Client | Phone | Europe | Mandarin | Robert Johnson | robert.johnson866@outlook.com | 44 | Female | Basic | 39 | 1 | Individual | Medium | 3 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.12 | 0.39 | 0 | 0.38 | 2022-09-28 12:14:00 | 2022-09-28 12:14:00 | 2022-09-28 12:41:00 | T1-Ana R. | Provided the relevant setting/steps; customer confirmed it worked. | 72 | No | 71.61 | 4 |
268 | 2024-03-03 10:28:00 | Good morning, Hoping you can help: my account is locked after too many login attempts. Let me know what you need from me. | Authentication & Access | authentication_account_locked | Desktop Client | Chat | North America | French | Sofia Muller | sofia.muller188@icloud.com | 50 | Other | Free | 30 | 1 | Enterprise | High | 4 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.12 | 0.41 | 15.5 | 44.43 | 2024-03-05 06:54:00 | 2024-03-05 06:54:00 | 2024-03-05 15:40:00 | T1-Ana R. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 24 | No | 23.59 | 5 |
269 | 2023-12-13 08:38:00 | Hello, Not sure this is the right place, but how can I see the sync status of my account? It's been happening since yesterday. | Data Sync | data_sync_status_check | Desktop Client | Phone | South America | French | Liam Khan | liam.khan867@icloud.com | 68 | Female | Basic | 59 | 4 | Enterprise | Low | 4 | Engineering | ENG-Ade A. | Closed | No | null | 0 | 0.08 | 0.26 | 0 | 3.62 | 2023-12-13 12:15:00 | 2023-12-13 12:15:00 | 2023-12-14 06:28:00 | ENG-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 120 | No | 119.74 | 3 |
270 | 2024-05-10 17:46:00 | Hi team, Not sure this is the right place, but pages take a long time to load for my whole team. (on the Desktop Client) Please advise. | Performance | performance_page_load_slow | Desktop Client | Social Media | Oceania | Portuguese | Olga Patel | olga.patel700@proton.me | 66 | Female | Free | 71 | 4 | Small Business | Low | 5 | Engineering | ENG-Ade A. | Pending | null | null | 3 | 0.92 | null | 18.4 | null | null | null | null | null | null | 120 | No | null | null |
271 | 2022-10-27 19:23:00 | Hi, I get a random error that I can't reproduce reliably. We're a bit stuck. | Bugs & Errors | bugs_intermittent_error | Mobile App | Chat | North America | German | Linda Nguyen | linda.nguyen823@gmail.com | 25 | Other | Basic | 10 | 1 | Small Business | High | 9 | Engineering | ENG-Viktor Y. | Closed | No | null | 0 | 1.14 | 15.03 | 0 | 95.03 | 2022-10-31 18:25:00 | 2022-10-31 18:25:00 | 2022-11-02 09:31:00 | ENG-Uma Z. | Reviewed the case with the specialist team and processed the required action. | 24 | No | 8.97 | 3 |
272 | 2024-07-03 20:39:00 | Quick question - What is your refund policy? This is fairly urgent for us. | Refunds | refunds_refund_policy | Mobile App | Self-Service | North America | Mandarin | Raj Anderson | raj.anderson34@yahoo.com | 40 | Female | Enterprise | 39 | 3 | Small Business | Medium | 3 | Billing | BIL-Cora T. | Closed | No | null | 0 | 0.25 | 0.44 | 0 | 0.43 | 2024-07-03 21:05:00 | 2024-07-03 21:05:00 | 2024-07-03 21:25:00 | BIL-Cora T. | Provided the relevant setting/steps; customer confirmed it worked. | 72 | No | 71.56 | 4 |
273 | 2022-05-25 10:40:00 | Hi team, Not sure this is the right place, but my integration stopped working after an update. (on the Payment Gateway) Thanks in advance. | Integrations & API | integrations_integration_broken | Payment Gateway | Chat | Europe | German | David Ivanov | david.ivanov262@icloud.com | 61 | Male | Premium | 0 | 6 | Individual | High | 9 | Engineering | ENG-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 1.5 | 2022-05-25 12:10:00 | 2022-05-25 12:10:00 | 2022-05-25 12:40:00 | ENG-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 22.5 | 5 |
274 | 2022-03-03 14:11:00 | Hi team, A link in the app leads to a 404 page. Any help appreciated. | Bugs & Errors | bugs_broken_link | Payment Gateway | Self-Service | Europe | Portuguese | Robert Garcia | robert.garcia231@yahoo.com | 29 | Other | Basic | 46 | 2 | Small Business | Low | 4 | Engineering | ENG-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 9.97 | 11.47 | 2022-03-04 01:39:00 | 2022-03-04 01:39:00 | 2022-03-04 03:15:00 | ENG-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 120 | No | 118.5 | 5 |
275 | 2023-11-27 17:51:00 | Hi team, A link in the app leads to a 404 page. We're a bit stuck. | Bugs & Errors | bugs_broken_link | Mobile App | Self-Service | North America | Portuguese | Tom Haddad | tom.haddad72@gmail.com | 37 | Other | Basic | 52 | 3 | Individual | Low | 4 | Engineering | ENG-Ade A. | Closed | No | null | 0 | 0.24 | 0.79 | 0 | 0.78 | 2023-11-27 18:38:00 | 2023-11-27 18:38:00 | 2023-11-30 19:23:00 | ENG-Ade A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 119.21 | 4 |
276 | 2024-02-14 15:42:00 | Hi team, Reaching out because only some of my records synced; others are missing. We're a bit stuck. | Data Sync | data_partial_sync | Payment Gateway | Self-Service | Asia | Portuguese | James Khan | james.khan223@proton.me | 27 | Male | Free | 42 | 1 | Corporate | High | 8 | Engineering | ENG-Ade A. | Closed | No | null | 1 | 0.61 | 2.03 | 39.95 | 108.22 | 2024-02-15 21:59:00 | 2024-02-19 03:55:00 | 2024-02-19 04:48:00 | ENG-Ade A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 21.98 | 4 |
277 | 2024-02-12 13:45:00 | Hi team, I'm having an issue. I filed a chargeback with my bank; what now? Any help appreciated. | Refunds | refunds_chargeback_question | Payment Gateway | Chat | Asia | Spanish | Grace Patel | grace.patel456@proton.me | 50 | Female | Premium | 6 | 3 | Individual | High | 8 | Billing | BIL-Cora T. | Closed | Yes | Requires specialist / policy decision | 0 | 23.78 | 80 | 17.95 | 349.2 | 2024-02-27 02:57:00 | 2024-02-27 02:57:00 | 2024-02-29 20:03:00 | BIL-Aiko I. | Reviewed the case with the specialist team and processed the required action. | 24 | Yes | -56 | 2 |
278 | 2023-08-02 14:30:00 | Hi, Need some help here. Search results take forever to return. Let me know what you need from me. | Performance | performance_search_slow | Web Portal | Chat | North America | German | Maria Miller | maria.miller761@outlook.com | 43 | Male | Basic | 63 | 4 | Small Business | Medium | 3 | Tier 1 Support | T1-Ivan P. | Closed | No | null | 1 | 2.54 | 5.68 | 0 | 191.95 | 2023-08-02 17:50:00 | 2023-08-10 14:27:00 | 2023-08-10 14:52:00 | T1-Kofi A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 66.32 | 5 |
279 | 2024-07-28 09:34:00 | Hi, Hoping you can help: i'm disputing a charge I believe is incorrect. It's been happening since yesterday. | Billing | billing_billing_dispute | Desktop Client | Social Media | Europe | English | Carlos Anderson | carlos.anderson429@outlook.com | 69 | Other | Basic | 8 | 0 | Enterprise | Urgent | 6 | Billing | BIL-Cora T. | Closed | Yes | Requires specialist / policy decision | 0 | 1.09 | 8.72 | 6.49 | 53.63 | 2024-07-30 15:12:00 | 2024-07-30 15:12:00 | 2024-08-01 08:27:00 | BIL-Aiko I. | Coordinated with billing/security team; resolution completed and customer notified. | 4 | Yes | -4.72 | 2 |
280 | 2024-03-21 15:50:00 | Good morning, Reaching out because a calculated field is showing the wrong result. (on the Mobile App) Let me know what you need from me. | Bugs & Errors | bugs_calc_wrong | Mobile App | Chat | Europe | Spanish | David Nguyen | david.nguyen528@icloud.com | 52 | Other | Basic | 41 | 1 | Corporate | Low | 6 | Tier 2 Support | T2-Rosa C. | Closed | Yes | Requires specialist / policy decision | 0 | 6.98 | 80 | 14.98 | 350.98 | 2024-04-05 06:49:00 | 2024-04-05 06:49:00 | 2024-04-08 05:53:00 | T2-Nadia H. | Reviewed the case with the specialist team and processed the required action. | 120 | No | 40 | 3 |
281 | 2024-11-12 11:48:00 | Hi team, Reaching out because how do I turn off auto-renewal? | Subscription | subscription_auto_renew_off | Payment Gateway | Phone | North America | Mandarin | Patricia Chen | patricia.chen260@yahoo.com | 55 | Other | Free | 57 | 1 | Corporate | High | 3 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.07 | 0.22 | 0 | 3.42 | 2024-11-12 15:13:00 | 2024-11-12 15:13:00 | 2024-11-13 15:54:00 | T1-Ana R. | Provided the relevant setting/steps; customer confirmed it worked. | 24 | No | 23.78 | 5 |
282 | 2024-05-28 23:04:00 | Hi, I'm having an issue. I'm getting sync-conflict errors when editing on two devices. Any help appreciated. | Data Sync | data_sync_conflict | Desktop Client | Chat | Europe | Mandarin | Robert Brown | robert.brown429@proton.me | 22 | Other | Basic | 33 | 3 | Small Business | Low | 6 | Tier 2 Support | T2-Rosa C. | Closed | No | null | 0 | 1.25 | 9.95 | 0 | 34.88 | 2024-05-30 09:57:00 | 2024-05-30 09:57:00 | 2024-05-30 11:13:00 | T2-Omar D. | Investigated the issue, applied a fix, and verified with the customer. | 120 | No | 110.05 | 3 |
283 | 2022-02-16 16:56:00 | Reaching out because can my refund go to a different payment method? (on the Web Portal) We're a bit stuck. | Refunds | refunds_refund_method | Web Portal | Chat | North America | English | Grace Smith | grace.smith246@outlook.com | 34 | Female | Premium | 44 | 4 | Small Business | Medium | 4 | Tier 1 Support | T1-Farid N. | Closed | No | null | 0 | 0.33 | 4.26 | 44.05 | 48.3 | 2022-02-18 17:14:00 | 2022-02-18 17:14:00 | 2022-02-18 17:39:00 | T1-Hana L. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 67.74 | 3 |
284 | 2022-02-23 11:25:00 | Hi, Quick question - The refund I received was less than expected. Let me know what you need from me. | Refunds | refunds_wrong_refund_amount | Mobile App | Social Media | Europe | French | Raj Nguyen | raj.nguyen566@outlook.com | 50 | Male | Premium | 50 | 4 | Corporate | Urgent | 3 | Tier 1 Support | T1-Chloe M. | Closed | No | null | 1 | 1.09 | 6.22 | 0 | 181.37 | 2022-02-23 14:31:00 | 2022-03-03 00:47:00 | 2022-03-05 16:38:00 | T1-Farid N. | Coordinated with billing/security team; resolution completed and customer notified. | 4 | Yes | -2.22 | 3 |
285 | 2024-04-24 16:02:00 | Hi, Not sure this is the right place, but 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 | Email | North America | English | Tom Garcia | tom.garcia75@icloud.com | 66 | Other | Premium | 65 | 2 | Small Business | Low | 6 | Tier 2 Support | T2-Quinn F. | Closed | Yes | LLM confidence below threshold | 0 | 7.58 | 33.95 | 0 | 145.93 | 2024-04-30 17:58:00 | 2024-04-30 17:58:00 | 2024-05-03 20:35:00 | T2-Sami E. | Reproduced the problem, escalated to L2, and confirmed resolution. | 120 | No | 86.05 | 3 |
286 | 2022-07-11 15:06:00 | Good morning, Hoping you can help: i'm hitting rate limits on the API. (on the Mobile App) Any help appreciated. | Integrations & API | integrations_rate_limit | Mobile App | Email | North America | French | Aisha Ivanov | aisha.ivanov755@outlook.com | 54 | Other | Basic | 51 | 3 | Small Business | Medium | 8 | Engineering | ENG-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 1.5 | 2022-07-11 16:36:00 | 2022-07-11 16:36:00 | 2022-07-14 21:33:00 | ENG-Ade A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 70.5 | 5 |
287 | 2024-05-14 23:18:00 | I want to upgrade to a higher plan. | Subscription | subscription_upgrade_plan | Payment Gateway | Chat | Europe | Portuguese | David Wang | david.wang557@gmail.com | 61 | Other | Free | 58 | 4 | Individual | Urgent | 5 | Tier 2 Support | T2-Priya G. | Closed | No | null | 0 | 0.81 | 116.38 | 0 | 10.65 | 2024-05-15 09:57:00 | 2024-05-15 09:57:00 | 2024-05-18 21:00:00 | T2-Priya G. | Reproduced the problem, escalated to L2, and confirmed resolution. | 4 | No | 2.04 | 4 |
288 | 2024-01-22 17:12:00 | Hey, Reaching out because search results take forever to return. (on the Analytics Suite) Please advise. | Performance | performance_search_slow | Analytics Suite | Phone | Asia | French | Nadia Kim | nadia.kim176@yahoo.com | 44 | Other | Basic | 40 | 1 | Enterprise | Low | 4 | Tier 2 Support | T2-Sami E. | Closed | No | null | 0 | 0.71 | 9.85 | 0 | 33.65 | 2024-01-24 02:51:00 | 2024-01-24 02:51:00 | 2024-01-27 02:04:00 | T2-Tara J. | Investigated the issue, applied a fix, and verified with the customer. | 120 | No | 110.15 | 3 |
289 | 2024-02-02 12:07:00 | Hi, I'm having an issue. How do I restrict access to certain IP addresses? (on the Desktop Client) Thanks in advance. | Security | security_ip_allowlist | Desktop Client | Chat | South America | English | Yuki Patel | yuki.patel504@icloud.com | 31 | Other | Free | 50 | 4 | Individual | Medium | 9 | Security | SEC-Gaby L. | Closed | Yes | LLM confidence below threshold | 0 | 2.76 | 5.95 | 0 | 5.95 | 2024-02-02 18:04:00 | 2024-02-02 18:04:00 | 2024-02-02 19:42:00 | SEC-Elias R. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 66.05 | 4 |
290 | 2022-04-07 10:45:00 | Hi team, Been struggling with this. My refund was denied and I want to appeal. | Refunds | refunds_refund_denied_appeal | Web Portal | Self-Service | North America | Spanish | Ahmed Williams | ahmed.williams39@yahoo.com | 65 | Male | Enterprise | 20 | 6 | Enterprise | High | 10 | Billing | BIL-Bruno M. | Closed | No | null | 0 | 21.58 | 80 | 201.16 | 525.4 | 2022-04-29 08:09:00 | 2022-04-29 08:09:00 | 2022-05-02 12:48:00 | BIL-Deva S. | Manual review completed by a human agent; outcome communicated to the customer. | 24 | Yes | -56 | 3 |
291 | 2024-04-23 12:38:00 | Hello, Hoping you can help: a feature that worked yesterday stopped working today. (on the Analytics Suite) This started today. | Bugs & Errors | bugs_feature_not_working | Analytics Suite | Phone | North America | English | Grace Wang | grace.wang321@gmail.com | 54 | Female | Premium | 29 | 3 | Small Business | Urgent | 6 | Tier 2 Support | T2-Rosa C. | Closed | Yes | LLM confidence below threshold | 0 | 0.28 | 3.53 | 21.44 | 27.33 | 2024-04-24 15:58:00 | 2024-04-24 15:58:00 | 2024-04-24 16:25:00 | T2-Priya G. | Investigated the issue, applied a fix, and verified with the customer. | 4 | No | 0.47 | 4 |
292 | 2024-06-03 16:30:00 | Hey, How do I generate an API key? Let me know what you need from me. | Integrations & API | integrations_api_key_generate | Payment Gateway | Email | Europe | French | Aisha Williams | aisha.williams978@gmail.com | 38 | Male | Basic | 59 | 5 | Individual | Medium | 1 | Engineering | ENG-Ade A. | Closed | No | null | 0 | 0.12 | 0.39 | 0 | 15.88 | 2024-06-04 08:23:00 | 2024-06-04 08:23:00 | 2024-06-07 05:07:00 | ENG-Ade A. | Sent the requested information and confirmed the customer's issue was resolved. | 72 | No | 71.61 | 5 |
293 | 2023-01-02 07:21:00 | Good morning, I'm having an issue. The application crashes whenever I try to upload a file. Let me know what you need from me. | Bugs & Errors | bugs_crash_on_upload | Payment Gateway | Email | North America | German | Maria Ivanov | maria.ivanov349@gmail.com | 69 | Male | Basic | 22 | 0 | Individual | High | 6 | Tier 2 Support | T2-Omar D. | Closed | No | null | 0 | 2.14 | 5.13 | 0 | 12.77 | 2023-01-02 20:07:00 | 2023-01-02 20:07:00 | 2023-01-05 16:54:00 | T2-Nadia H. | Walked the customer through troubleshooting; issue resolved after config change. | 24 | No | 18.87 | 4 |
294 | 2023-07-06 13:28:00 | Hi there, Need some help here. I would like to request a refund for the recent charge. (on the Payment Gateway) | Refunds | refunds_refund_request | Payment Gateway | Chat | North America | Spanish | David Kim | david.kim356@icloud.com | 27 | Male | Enterprise | 65 | 4 | Corporate | High | 6 | Billing | BIL-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 3.03 | 2023-07-06 16:30:00 | 2023-07-06 16:30:00 | 2023-07-09 16:07:00 | BIL-Ade A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 22.5 | 5 |
295 | 2024-07-15 16:45:00 | Hey, Reaching out because a team member has more access than they should. (on the Mobile App) Any help appreciated. | Security | security_permissions_too_broad | Mobile App | Email | Asia | Spanish | David Khan | david.khan701@gmail.com | 46 | Male | Premium | 56 | 1 | Corporate | Urgent | 7 | Security | SEC-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 9.75 | 2024-07-16 02:30:00 | 2024-07-16 02:30:00 | 2024-07-19 06:05:00 | SEC-Ade A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 4 | No | 2.5 | 5 |
296 | 2023-08-16 13:54:00 | Hello, Reaching out because can someone walk my team through the product? (on the Payment Gateway) Any help appreciated. | Onboarding & How-To | onboarding_training_request | Payment Gateway | Email | North America | Spanish | Tom Wang | tom.wang389@icloud.com | 26 | Male | Basic | 71 | 7 | Individual | Medium | 5 | Tier 1 Support | T1-Jia W. | Closed | Yes | Requires specialist / policy decision | 0 | 7.89 | 22.22 | 0 | 55.3 | 2023-08-18 21:12:00 | 2023-08-18 21:12:00 | 2023-08-18 21:38:00 | T1-Diego S. | Coordinated with billing/security team; resolution completed and customer notified. | 72 | No | 49.78 | 4 |
297 | 2024-06-25 13:07:00 | Reaching out because can I merge two accounts into one? (on the Web Portal) It's been happening since yesterday. | Account Management | account_merge_accounts | Web Portal | Email | Asia | Portuguese | Liam Ivanov | liam.ivanov572@proton.me | 44 | Male | Free | 23 | 3 | Small Business | Medium | 7 | Tier 2 Support | T2-Priya G. | Closed | Yes | Requires specialist / policy decision | 0 | 2.49 | 7.42 | 135.47 | 154.77 | 2024-07-01 23:53:00 | 2024-07-01 23:53:00 | 2024-07-04 22:21:00 | T2-Quinn F. | Reviewed the case with the specialist team and processed the required action. | 72 | No | 64.58 | 3 |
298 | 2022-02-21 23:45:00 | Hi there, Not sure this is the right place, but i was charged for a renewal I didn't expect. We're a bit stuck. | Subscription | subscription_unexpected_renewal | API Platform | Email | North America | English | Chen Nguyen | chen.nguyen902@gmail.com | 25 | Female | Premium | 46 | 1 | Small Business | Urgent | 8 | Tier 1 Support | T1-Ella K. | Closed | Yes | Requires specialist / policy decision | 0 | 2.05 | 6.01 | 0 | 21.25 | 2022-02-22 21:00:00 | 2022-02-22 21:00:00 | 2022-02-26 01:10:00 | T1-Ella K. | Coordinated with billing/security team; resolution completed and customer notified. | 4 | Yes | -2.01 | 2 |
299 | 2022-11-19 22:14:00 | Hi team, Reaching out because i would like to request a refund for the recent charge. (on the Web Portal) Thanks in advance. | Refunds | refunds_refund_request | Web Portal | Chat | Europe | Spanish | Ahmed Patel | ahmed.patel788@icloud.com | 39 | Female | Free | 43 | 4 | Enterprise | Medium | 4 | Billing | BIL-Cora T. | Closed | Yes | LLM confidence below threshold | 0 | 1.07 | 6.73 | 0 | 40.48 | 2022-11-21 14:43:00 | 2022-11-21 14:43:00 | 2022-11-24 23:24:00 | BIL-Deva S. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 65.27 | 3 |
300 | 2024-03-13 10:44:00 | Hi team, Need some help here. I'm new - how do I get started? (on the Desktop Client) Let me know what you need from me. | Onboarding & How-To | onboarding_getting_started | Desktop Client | Chat | North America | English | Ahmed Wang | ahmed.wang318@gmail.com | 19 | Male | Basic | 35 | 1 | Enterprise | Low | 2 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.23 | 0.76 | 2.96 | 7.98 | 2024-03-13 18:43:00 | 2024-03-13 18:43:00 | 2024-03-13 20:25:00 | T1-Ana R. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 119.24 | 4 |
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