ticket_id
stringlengths 6
6
| date_opened
stringdate 2025-12-15 00:00:00
2025-12-15 00:00:00
| product_area
stringclasses 9
values | priority
stringclasses 3
values | customer_segment
stringclasses 3
values | ticket_status
stringclasses 2
values | issue_type
stringlengths 8
22
| full_description
stringlengths 65
210
| agent_summary
stringlengths 80
194
| resolution_code
stringlengths 10
28
| csat_score
int64 1
5
|
|---|---|---|---|---|---|---|---|---|---|---|
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
|
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