main.csv

ticket_id,date_opened,product_area,priority,customer_segment,ticket_status,issue_type,full_description,agent_summary,resolution_code,csat_score
CS7001,2025-12-15,Billing,High,Enterprise,Resolved,"Invoice Error","Customer reports receiving an invoice for $5,500 that includes charges for a service tier (Premium) they canceled 3 months ago. Needs immediate correction to the Basic tier charge of $1,200. Threatens to churn.","Enterprise client's invoice (ACCT-9003) incorrectly charged for a canceled Premium tier. Issue confirmed as a system lag on subscription update. Corrected invoice issued for $1,200 (Basic).",Billing_Adjusted,5
CS7002,2025-12-15,API Integration,Medium,SMB,Pending,"Authentication Failure","Our application's OAuth token expired unexpectedly last night, causing a production downtime for 4 hours. We need to know the official token refresh cycle and why there was no prior notification.","Client experienced production failure due to unexpected OAuth token expiration. Provided documentation link for 90-day refresh cycle. Escalated to DevOps for post-mortem on notification failure.",Escalated_DevOps,3
CS7003,2025-12-15,User Interface,Low,Individual,Resolved,"Minor UI Bug","The 'Submit' button on the profile settings page is slightly misaligned on mobile view (iPhone 14 Pro Max). Doesn't affect function, but looks unprofessional.","Reported minor CSS misalignment on the profile settings 'Submit' button in specific mobile viewports. Identified as front-end bug. Marked for fix in sprint 3. Customer notified of scheduled fix.",Known_Bug_Scheduled,4
CS7004,2025-12-15,Data Export,Medium,Enterprise,Resolved,"Missing Data","When exporting the Q4 usage report as CSV, the 'Latency' column is entirely empty. We rely on this data for our internal analysis. Please investigate and re-run the report.","Q4 data export was missing 'Latency' column values due to a database query timeout. Query optimized and report successfully re-generated. Sent updated report to client.",Query_Optimized,5
CS7005,2025-12-15,Security,High,Enterprise,Resolved,"Suspicious Activity","Received a phishing email disguised as an internal password reset notification. The sender IP is suspicious. We need confirmation that our systems were not breached.","Phishing attempt reported. Confirmed the email originated externally and did not bypass internal security gateways. Advised client to run internal phishing campaign.",Security_Advisory,5
CS7006,2025-12-15,Onboarding,Low,SMB,Resolved,"Setup Guidance","I'm having trouble setting up the initial API key and connecting to the sandbox environment. The documentation seems a bit confusing for non-developers.","Customer needed basic guidance on API key generation and sandbox connection. Walked through the setup process via screenshare. Confirmed successful connection.",Guidance_Provided,5
CS7007,2025-12-15,Billing,Medium,Individual,Pending,"Charge Inquiry","I see an unexpected charge of $29.99 on my credit card statement from your company. I don't recall authorizing any subscription. Can you detail what this charge is for?","Unrecognized $29.99 charge. Confirmed it's an auto-renewal for 'Pro' tier which was signed up for a trial 1 year ago. Sent cancellation instructions and offered one-time refund.",Refund_Processing,2
CS7008,2025-12-15,Performance,High,Enterprise,Resolved,"System Lag","The main dashboard is taking 30 seconds to load this morning. It usually loads in under 3 seconds. Impacting morning review meetings.","Reported severe dashboard load time latency (30s). Traced to a heavy background indexing job. Job paused and re-scheduled for off-peak hours. Load time restored to <3s.",Service_Restart,4
CS7009,2025-12-15,Documentation,Low,SMB,Resolved,"Outdated Guide","The tutorial for integrating with Slack is outdated; the screenshots and steps no longer match the current UI version. Please update it.","Identified outdated Slack integration documentation. Submitted update request to Documentation team. Provided customer with the current, correct steps manually.",Docs_Update_Submitted,4
CS7010,2025-12-15,Feature Request,Medium,Enterprise,Pending,"New Feature","We need the ability to integrate our custom CRM platform (SalesPro) directly with your product. This is critical for our sales team workflow.","Feature request for SalesPro CRM integration logged (FR-550). Added to product backlog for feasibility assessment. Set follow-up for next quarter.",Feature_Logged,5
CS7011,2025-12-15,API Integration,High,SMB,Resolved,"Rate Limit Exceeded","My batch processing script is failing because we keep hitting the API rate limit (429 errors). We need a temporary increase or better error handling guidance.","Client hitting 429 errors during batch script. Provided code examples for exponential backoff and temporarily increased rate limit for 48 hours to resolve immediate failure.",Rate_Limit_Actioned,4
CS7012,2025-12-15,User Interface,Medium,Individual,Resolved,"Accessibility Issue","I am visually impaired and rely on screen readers. The main navigation menu is not properly tagged, making it difficult to navigate.","Accessibility issue reported on the main menu tags. Identified WCAG violation. Escalated to Dev for immediate remediation. Client thanked for reporting.",Accessibility_Fix_Urgent,5
CS7013,2025-12-15,Data Export,Low,Individual,Resolved,"Format Preference","Is it possible to export the data in JSON format instead of just CSV? CSV is hard to process programmatically.","Inquiry for JSON export format. Confirmed JSON export is available under the 'Advanced Settings' menu. Walked customer through the process.",Guidance_Provided,4
CS7014,2025-12-15,Performance,Medium,Enterprise,Pending,"Slow Queries","Specific queries involving the 'Historical Trend' module are consistently slow (8-10 seconds) during business hours. Needs performance tuning.","Reported slow query performance on 'Historical Trend' module. Escalated to Database Engineering team for index optimization analysis.",Escalated_DB_Team,5
CS7015,2025-12-15,Billing,High,Enterprise,Resolved,"Overdue Notice","We received an overdue notice, but payment was sent five days ago. Please confirm receipt and stop further automated warnings.","Client received overdue notice despite payment made five days prior. Confirmed payment receipt and manually suppressed automated warnings.",Payment_Confirmed,5
CS7016,2025-12-15,Security,Medium,SMB,Resolved,"MFA Bypass","My colleague noticed that canceling the MFA prompt still allowed a successful login. This is a severe security issue.","Reported Multi-Factor Authentication (MFA) bypass bug. Confirmed as a known regression bug (REG-105). Hotfix deployed within 2 hours. Client informed.",Security_Hotfix,5
CS7017,2025-12-15,Onboarding,Medium,Individual,Resolved,"Account Activation","I never received the email link to activate my new account. My email address is correct.","Activation email not received. Confirmed email was incorrectly blocked by customer's spam filter. Manually sent new activation link.",Activation_Resent,4
CS7018,2025-12-15,API Integration,Low,Individual,Resolved,"SDK Version","Is the Python SDK compatible with Python 3.11? The documentation only mentions up to 3.9.","Inquired about Python SDK compatibility with 3.11. Confirmed backward compatibility and updated documentation link with the latest version compatibility matrix.",Docs_Update_Submitted,5
CS7019,2025-12-15,User Interface,High,Enterprise,Resolved,"Critical Data Loss","A filter applied to the main table permanently deleted all non-filtered records. This feature should only filter, not delete! URGENT.","Critical bug reported: applying a specific filter trigger irreversible data deletion. Immediately isolated the feature. Recovered data from last backup. Incident Report filed.",Data_Recovered_System_Locked,1
CS7020,2025-12-15,Feature Request,Low,SMB,Pending,"Minor UI Tweak","I wish there was a dark mode option. The bright white interface is hard on the eyes late at night.","Feature request for 'Dark Mode' (FR-551) logged. Low priority, added to backlog.",Feature_Logged,5
CS7021,2025-12-15,Performance,High,Enterprise,Resolved,"High Latency","API calls from our primary server in Tokyo are experiencing 500ms latency, up from 50ms last week. Is there an issue with the APAC region node?","High latency reported from Tokyo region. Traced to a routing issue on the APAC CDN. Rerouted traffic to a secondary node. Latency restored to 60ms.",CDN_Reroute,4
CS7022,2025-12-15,Billing,Medium,Individual,Resolved,"Subscription Downgrade","I want to downgrade my subscription from Pro to Free, but the button in the UI is greyed out.","Client could not self-downgrade due to an unapplied discount code. Manually processed the downgrade to the Free tier.",Subscription_Downgrade,4
CS7023,2025-12-15,Data Export,Medium,Enterprise,Resolved,"Timezone Discrepancy","Exported timestamps are showing in UTC, but we set our account preference to EST. This creates a data mismatch.","Timezone discrepancy identified. The report generation script ignored the user's account preference. Applied quick fix to use account timezone setting for export.",Software_Fix_Applied,5
CS7024,2025-12-15,Security,Low,Individual,Resolved,"Password Complexity","The password requirements seem too simple. Can you advise on best practices for protecting my account?","Inquiry about password complexity. Provided link to security best practices and recommended using a password manager and enabling MFA.",Guidance_Provided,5
CS7025,2025-12-15,Onboarding,Low,SMB,Resolved,"Team Invitation","I invited 5 team members but only 3 received the invitation emails. What happened to the other two?","Two team invite emails failed due to incorrect addresses/spam filters. Manually resent links after confirming correct emails with the customer.",Activation_Resent,5
CS7026,2025-12-15,API Integration,High,Enterprise,Resolved,"Data Corruption","A bug in the V2 API endpoint is occasionally corrupting metadata fields during update requests. This is causing serious downstream issues.","Bug found in V2 API update logic causing intermittent metadata corruption. Dev team deployed an urgent hotfix to stabilize the endpoint.",Critical_Bug_Fix,5
CS7027,2025-12-15,User Interface,Medium,SMB,Resolved,"Broken Link","The 'Contact Sales' link in the footer leads to a 404 error page.","Broken 'Contact Sales' link identified in the footer. Corrected the URL in the global template immediately.",Link_Fixed,5
CS7028,2025-12-15,Feature Request,High,Enterprise,Pending,"SAML SSO","We require SAML Single Sign-On integration for all our enterprise users. This is a must-have for our contract renewal.","Formal feature requirement for SAML SSO (FR-552) logged. Assigned high priority and added to the planning phase for next quarter.",Feature_Logged,5
CS7029,2025-12-15,Performance,Medium,Individual,Resolved,"Mobile App Crash","The mobile app crashes every time I open the 'Analytics' tab on my Android phone.","Mobile app crash confirmed on the 'Analytics' tab for specific Android OS versions. Provided temporary workaround (use web app) and submitted bug fix for next app release.",Known_Bug_Scheduled,3
CS7030,2025-12-15,Billing,Medium,Enterprise,Resolved,"Tax Exemption","We need to submit our VAT exemption certificate to stop being charged tax on our monthly invoices.","Enterprise client requested VAT exemption. Received and verified VAT certificate. Applied tax exemption status to their billing account.",Tax_Exemption_Applied,5
CS7031,2025-12-15,Data Export,Low,SMB,Resolved,"Report Scheduling","I want to schedule the monthly report to be sent automatically on the 1st of every month. I can't find the setting.","Inquiry about report scheduling. Walked customer through the 'Scheduled Reports' settings under the Data Export tab.",Guidance_Provided,4