ticket_id int64 1 1.5M | created_at large_stringdate 2022-01-01 00:04:00 2024-12-30 23:58:00 | issue_description large_stringlengths 27 182 | category large_stringclasses 11
values | issue_type_id large_stringclasses 100
values | product large_stringclasses 6
values | channel large_stringclasses 5
values | region large_stringclasses 6
values | language large_stringclasses 6
values | customer_name large_stringclasses 400
values | customer_email large_stringlengths 18 35 | customer_age int64 18 74 | customer_gender large_stringclasses 3
values | subscription_type large_stringclasses 4
values | customer_tenure_months int64 0 71 | previous_tickets int64 0 15 | customer_segment large_stringclasses 4
values | priority large_stringclasses 4
values | issue_complexity_score int64 1 10 | assigned_team large_stringclasses 5
values | assigned_to large_stringclasses 44
values | status large_stringclasses 7
values | escalated large_stringclasses 2
values | escalation_reason large_stringclasses 3
values | reopen_count int64 0 8 | first_response_time_hours float64 0.02 150 | resolution_time_hours float64 -192 7.16k ⌀ | paused_hours float64 0 2.88k | resolution_wallclock_hours float64 0.05 10k ⌀ | first_resolved_at large_stringdate 2022-01-02 23:03:00 2025-02-07 22:34:00 ⌀ | resolved_at large_stringdate 2022-01-01 08:58:00 2025-02-22 17:58:00 ⌀ | closed_at large_stringdate 2022-01-01 18:45:00 2025-01-04 16:40:00 ⌀ | resolved_by large_stringclasses 44
values | resolution_notes large_stringclasses 10
values | sla_target_hours int64 4 120 | sla_breached large_stringclasses 2
values | sla_breach_margin float64 -188 120 ⌀ | customer_satisfaction_score float64 1 5 ⌀ |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
1 | 2023-01-12 16:51:00 | Hello, Quick question - Two-factor authentication codes are not being delivered to my phone. This started today. | Authentication & Access | authentication_twofa_not_delivered | Payment Gateway | Phone | Asia | German | David Brown | david.brown993@icloud.com | 32 | Female | Free | 62 | 4 | Corporate | Low | 1 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.23 | 0.78 | 0 | 8.92 | 2023-01-13 01:46:00 | 2023-01-13 01:46:00 | 2023-01-13 02:55:00 | T1-Ana R. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 119.22 | 4 |
2 | 2024-09-03 15:58:00 | Hello, Reaching out because where can I find the API documentation? This is fairly urgent for us. | Integrations & API | integrations_api_docs_request | Desktop Client | Self-Service | North America | English | Liam Rossi | liam.rossi154@yahoo.com | 34 | Male | Premium | 7 | 3 | Enterprise | Low | 1 | Engineering | ENG-Ade A. | Closed | No | null | 0 | 0.09 | 0.31 | 0 | 0.3 | 2024-09-03 16:16:00 | 2024-09-03 16:16:00 | 2024-09-03 17:28:00 | ENG-Ade A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 119.69 | 4 |
3 | 2023-06-15 09:50:00 | Quick question - Two-factor authentication codes are not being delivered to my phone. Any help appreciated. | Authentication & Access | authentication_twofa_not_delivered | Desktop Client | Email | North America | Spanish | Liam Ivanov | liam.ivanov664@proton.me | 36 | Male | Basic | 27 | 0 | Individual | Low | 2 | Tier 1 Support | T1-Ana R. | Open | null | null | 0 | 0.12 | null | 0 | null | null | null | null | null | null | 120 | No | null | null |
4 | 2022-12-15 09:57:00 | Hello, Hoping you can help: i was charged for a renewal I didn't expect. | Subscription | subscription_unexpected_renewal | API Platform | Chat | Asia | Spanish | James Garcia | james.garcia795@outlook.com | 20 | Female | Basic | 1 | 2 | Corporate | Medium | 6 | Tier 1 Support | T1-Ana R. | Closed | Yes | Requires specialist / policy decision | 0 | 3.33 | 5.59 | 0 | 20.63 | 2022-12-16 06:35:00 | 2022-12-16 06:35:00 | 2022-12-18 21:39:00 | T1-Ana R. | Manual review completed by a human agent; outcome communicated to the customer. | 72 | No | 66.41 | 3 |
5 | 2024-01-10 08:09:00 | Hi there, Been struggling with this. How do I bulk-export data via the API? (on the Mobile App) Thanks in advance. | Integrations & API | integrations_data_export_api | Mobile App | Email | South America | Mandarin | Grace Johnson | grace.johnson255@icloud.com | 31 | Male | Basic | 40 | 2 | Corporate | Low | 4 | Engineering | ENG-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 23.56 | 28.9 | 2024-01-11 13:03:00 | 2024-01-11 13:03:00 | 2024-01-11 13:38:00 | ENG-Ade A. | Walked the customer through troubleshooting; issue resolved after config change. | 120 | No | 118.5 | 4 |
6 | 2024-04-12 10:23:00 | I'm having an issue. I think I was refunded twice by mistake. Please advise. | Refunds | refunds_duplicate_refund | Analytics Suite | Chat | Europe | Portuguese | Yuki Johnson | yuki.johnson158@yahoo.com | 71 | Female | Basic | 22 | 5 | Enterprise | Medium | 7 | Billing | BIL-Cora T. | Closed | Yes | Requires specialist / policy decision | 0 | 11.15 | 25.66 | 0 | 121.65 | 2024-04-17 12:02:00 | 2024-04-17 12:02:00 | 2024-04-20 20:34:00 | BIL-Aiko I. | Manual review completed by a human agent; outcome communicated to the customer. | 72 | No | 46.34 | 2 |
7 | 2024-02-19 18:51:00 | Hi team, The system is not syncing data across devices properly. (on the Mobile App) Let me know what you need from me. | Data Sync | data_sync_across_devices | Mobile App | Email | Europe | Mandarin | Ahmed Khan | ahmed.khan344@yahoo.com | 52 | Female | Basic | 42 | 5 | Enterprise | Low | 6 | Tier 2 Support | T2-Omar D. | Closed | No | null | 0 | 21.98 | 47.24 | 0 | 188.38 | 2024-02-27 15:14:00 | 2024-02-27 15:14:00 | 2024-02-27 15:47:00 | T2-Marco B. | Investigated the issue, applied a fix, and verified with the customer. | 120 | No | 72.76 | 3 |
8 | 2024-10-22 03:45:00 | Hey, Quick question - I'm new - how do I get started? Thanks in advance. | Onboarding & How-To | onboarding_getting_started | Mobile App | Phone | North America | German | Aisha Haddad | aisha.haddad215@outlook.com | 38 | Other | Premium | 0 | 6 | Small Business | Medium | 5 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.15 | 0.51 | 9.52 | 21.28 | 2024-10-23 01:02:00 | 2024-10-23 01:02:00 | 2024-10-23 02:03:00 | T1-Ana R. | Sent the requested information and confirmed the customer's issue was resolved. | 72 | No | 71.49 | 5 |
9 | 2024-10-22 11:27:00 | Hi there, Need some help here. I want to request all data you hold about me. This is fairly urgent for us. | Security | security_gdpr_data_request | Web Portal | Phone | North America | German | Aisha Muller | aisha.muller186@gmail.com | 69 | Female | Enterprise | 48 | 5 | Individual | Medium | 5 | Security | SEC-Elias R. | Closed | Yes | Requires specialist / policy decision | 0 | 19.08 | 80 | 0 | 323.55 | 2024-11-04 23:00:00 | 2024-11-04 23:00:00 | 2024-11-06 07:49:00 | SEC-Farah D. | Manual review completed by a human agent; outcome communicated to the customer. | 72 | Yes | -8 | 3 |
10 | 2024-02-08 01:03:00 | Good morning, Hoping you can help: a team member has more access than they should. (on the Payment Gateway) | Security | security_permissions_too_broad | Payment Gateway | Email | Africa | German | Yuki Wang | yuki.wang501@outlook.com | 44 | Female | Premium | 58 | 5 | Corporate | High | 7 | Security | SEC-Farah D. | Closed | No | null | 0 | 0.25 | 4.68 | 0 | 10.62 | 2024-02-08 11:40:00 | 2024-02-08 11:40:00 | 2024-02-11 10:21:00 | SEC-Farah D. | Walked the customer through troubleshooting; issue resolved after config change. | 24 | No | 19.32 | 4 |
11 | 2024-04-25 23:52:00 | Not sure this is the right place, but two-factor authentication codes are not being delivered to my phone. | Authentication & Access | authentication_twofa_not_delivered | Payment Gateway | Chat | North America | Portuguese | Nadia Smith | nadia.smith363@icloud.com | 66 | Other | Basic | 32 | 4 | Small Business | Low | 2 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.14 | 0.47 | 0 | 15.58 | 2024-04-26 15:27:00 | 2024-04-26 15:27:00 | 2024-04-28 07:00:00 | T1-Ana R. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 119.53 | 4 |
12 | 2024-09-09 18:10:00 | Hello, Need some help here. Two-factor authentication codes are not being delivered to my phone. This started today. | Authentication & Access | authentication_twofa_not_delivered | Analytics Suite | Email | North America | Mandarin | Liam Miller | liam.miller313@gmail.com | 50 | Other | Free | 14 | 7 | Individual | Medium | 2 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.05 | 0.18 | 0 | 0.17 | 2024-09-09 18:20:00 | 2024-09-09 18:20:00 | 2024-09-10 07:18:00 | T1-Ana R. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 72 | No | 71.82 | 5 |
13 | 2024-01-17 13:19:00 | Hi team, I'm having an issue. Can I merge two accounts into one? Happy to share more detail. | Account Management | account_merge_accounts | Mobile App | Email | South America | German | James Chen | james.chen76@outlook.com | 66 | Female | Free | 18 | 2 | Individual | High | 6 | Tier 2 Support | T2-Priya G. | Closed | Yes | Requires specialist / policy decision | 0 | 8.64 | 26.77 | 0 | 122.77 | 2024-01-22 16:05:00 | 2024-01-22 16:05:00 | 2024-01-25 09:16:00 | T2-Sami E. | Reviewed the case with the specialist team and processed the required action. | 24 | Yes | -2.77 | 2 |
14 | 2023-02-18 17:41:00 | Hello, Been struggling with this. I keep getting a 500 error on a specific page. We're a bit stuck. | Bugs & Errors | bugs_error_500 | Analytics Suite | Chat | Asia | Mandarin | Tom Anderson | tom.anderson650@outlook.com | 55 | Other | Enterprise | 56 | 6 | Individual | Medium | 6 | Tier 2 Support | T2-Rosa C. | Closed | No | null | 0 | 2.88 | 4.8 | 29.69 | 65.8 | 2023-02-21 11:29:00 | 2023-02-21 11:29:00 | 2023-02-24 08:09:00 | T2-Omar D. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 67.2 | 4 |
15 | 2023-01-25 01:20:00 | Hi, Hoping you can help: pages take a long time to load for my whole team. Please advise. | Performance | performance_page_load_slow | Desktop Client | Chat | North America | Mandarin | Yuki Brown | yuki.brown500@proton.me | 33 | Male | Premium | 12 | 3 | Enterprise | Medium | 5 | Engineering | ENG-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 15.17 | 2023-01-25 16:30:00 | 2023-01-25 16:30:00 | 2023-01-27 06:43:00 | ENG-Ade A. | Walked the customer through troubleshooting; issue resolved after config change. | 72 | No | 70.5 | 4 |
16 | 2022-06-15 14:19:00 | Good morning, Reaching out because can I extend my free trial? Let me know what you need from me. | Subscription | subscription_trial_extension | API Platform | Social Media | Africa | German | David Rossi | david.rossi704@gmail.com | 66 | Other | Basic | 64 | 1 | Individual | Medium | 2 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 17.5 | 2022-06-16 07:49:00 | 2022-06-16 07:49:00 | 2022-06-16 08:57:00 | T1-Ana R. | Walked the customer through troubleshooting; issue resolved after config change. | 72 | No | 70.5 | 4 |
17 | 2024-09-27 18:11:00 | Been struggling with this. Where can I find the API documentation? Happy to share more detail. | Integrations & API | integrations_api_docs_request | Analytics Suite | Email | South America | French | Grace Chen | grace.chen782@gmail.com | 24 | Male | Basic | 66 | 5 | Small Business | Low | 1 | Engineering | ENG-Ade A. | Closed | No | null | 0 | 0.03 | 0.09 | 0 | 0.08 | 2024-09-27 18:16:00 | 2024-09-27 18:16:00 | 2024-09-27 18:41:00 | ENG-Ade A. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 119.91 | 5 |
18 | 2024-03-04 11:14:00 | Hey, Hoping you can help: how do I add another admin? This started today. | Account Management | account_add_admin | Payment Gateway | Phone | North America | German | Raj Brown | raj.brown517@proton.me | 59 | Male | Premium | 62 | 4 | Small Business | Urgent | 1 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.03 | 0.11 | 3.06 | 6.92 | 2024-03-04 18:09:00 | 2024-03-04 18:09:00 | 2024-03-04 18:42:00 | T1-Ana R. | Provided the relevant setting/steps; customer confirmed it worked. | 4 | No | 3.89 | 4 |
19 | 2023-11-22 14:14:00 | Hi, Need some help here. I am experiencing very slow performance while using the dashboard. This is fairly urgent for us. | Performance | performance_slow_dashboard | Analytics Suite | Social Media | Africa | English | Patricia Anderson | patricia.anderson520@gmail.com | 27 | Other | Free | 38 | 2 | Enterprise | Low | 1 | Tier 1 Support | T1-Ella K. | On-Hold | null | null | 0 | 1.04 | null | 33.65 | null | null | null | null | null | null | 120 | No | null | null |
20 | 2023-06-15 11:28:00 | Hey, Need some help here. Can I merge two accounts into one? Let me know what you need from me. | Account Management | account_merge_accounts | Mobile App | Chat | Europe | Portuguese | James Rossi | james.rossi89@icloud.com | 61 | Male | Basic | 53 | 1 | Individual | Medium | 8 | Tier 2 Support | T2-Tara J. | Closed | No | null | 0 | 24 | 51.56 | 62.29 | 257.85 | 2023-06-26 05:19:00 | 2023-06-26 05:19:00 | 2023-06-26 05:21:00 | T2-Sami E. | Reviewed the case with the specialist team and processed the required action. | 72 | No | 20.44 | 3 |
21 | 2024-01-15 06:18:00 | Good morning, Reaching out because i need to add my VAT/Tax ID to my billing profile. This started today. | Billing | billing_tax_id_update | Web Portal | Social Media | North America | Spanish | Tom Wang | tom.wang89@icloud.com | 27 | Male | Basic | 12 | 3 | Individual | Low | 1 | Billing | BIL-Ade A. | Closed | No | null | 2 | 0.47 | 1.57 | 0 | 116.82 | 2024-01-15 15:47:00 | 2024-01-20 03:07:00 | 2024-01-20 04:51:00 | BIL-Ade A. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 118.43 | 4 |
22 | 2022-11-23 13:23:00 | Hi team, The refund I received was less than expected. (on the Analytics Suite) Happy to share more detail. | Refunds | refunds_wrong_refund_amount | Analytics Suite | Email | Africa | Mandarin | Ahmed Khan | ahmed.khan434@outlook.com | 33 | Other | Free | 2 | 4 | Individual | High | 7 | Billing | BIL-Bruno M. | Closed | Yes | Requires specialist / policy decision | 0 | 7.84 | 34.63 | 0 | 162.62 | 2022-11-30 08:00:00 | 2022-11-30 08:00:00 | 2022-12-03 12:49:00 | BIL-Deva S. | Manual review completed by a human agent; outcome communicated to the customer. | 24 | Yes | -10.63 | 3 |
23 | 2024-01-05 12:18:00 | Hey, Not sure this is the right place, but i need help setting up a webhook. (on the Desktop Client) Please advise. | Integrations & API | integrations_webhook_setup | Desktop Client | Social Media | North America | Portuguese | Emma Nguyen | emma.nguyen198@icloud.com | 61 | Other | Free | 2 | 5 | Individual | Low | 6 | Tier 1 Support | T1-Ben T. | Closed | No | null | 0 | 0.66 | 28.48 | 6.68 | 133.85 | 2024-01-11 02:09:00 | 2024-01-11 02:09:00 | 2024-01-13 18:11:00 | T1-Ella K. | Walked the customer through troubleshooting; issue resolved after config change. | 120 | No | 91.52 | 5 |
24 | 2023-09-05 08:07:00 | How do I turn off auto-renewal? | Subscription | subscription_auto_renew_off | Web Portal | Email | South America | English | Liam Wang | liam.wang296@proton.me | 64 | Female | Premium | 7 | 1 | Small Business | Medium | 5 | Tier 1 Support | T1-Ana R. | On-Hold | null | null | 0 | 0.43 | null | 18.23 | null | null | null | null | null | null | 72 | No | null | null |
25 | 2024-08-31 12:06:00 | Hoping you can help: i am unable to access my account after entering correct credentials. Happy to share more detail. | Authentication & Access | authentication_cannot_login_correct_creds | Analytics Suite | Chat | North America | English | Raj Miller | raj.miller188@gmail.com | 38 | Male | Enterprise | 19 | 7 | Small Business | Urgent | 5 | Tier 1 Support | T1-Hana L. | Closed | No | null | 4 | 0.51 | 2.79 | 79.73 | 711.35 | 2024-09-04 08:15:00 | 2024-09-30 03:27:00 | 2024-10-01 12:59:00 | T1-Ivan P. | Walked the customer through troubleshooting; issue resolved after config change. | 4 | No | 1.21 | 4 |
26 | 2022-02-21 05:49:00 | Hey, I'm having an issue. A calculated field is showing the wrong result. | Bugs & Errors | bugs_calc_wrong | Desktop Client | Chat | North America | English | Raj Haddad | raj.haddad657@yahoo.com | 28 | Male | Premium | 29 | 8 | Corporate | Urgent | 7 | Engineering | ENG-Viktor Y. | Open | null | null | 0 | 0.17 | null | 0 | null | null | null | null | null | null | 4 | No | null | null |
27 | 2024-05-16 16:25:00 | Hi there, Reaching out because can I move my data to a different region? This is fairly urgent for us. | Account Management | account_region_change | API Platform | Social Media | Europe | French | Ahmed Anderson | ahmed.anderson111@proton.me | 26 | Other | Basic | 42 | 4 | Individual | Medium | 6 | Tier 2 Support | T2-Sami E. | Closed | Yes | Requires specialist / policy decision | 0 | 12.94 | 80 | 0 | 335.58 | 2024-05-30 16:00:00 | 2024-05-30 16:00:00 | 2024-05-31 00:49:00 | T2-Sami E. | Reviewed the case with the specialist team and processed the required action. | 72 | Yes | -8 | 2 |
28 | 2022-01-25 08:02:00 | Been struggling with this. I filed a chargeback with my bank; what now? It's been happening since yesterday. | Refunds | refunds_chargeback_question | Web Portal | Phone | North America | Spanish | Carlos Wang | carlos.wang576@gmail.com | 22 | Other | Premium | 10 | 2 | Individual | Medium | 6 | Billing | BIL-Deva S. | Closed | Yes | Requires specialist / policy decision | 0 | 10.89 | 30.01 | 0 | 84.97 | 2022-01-28 21:00:00 | 2022-01-28 21:00:00 | 2022-01-29 06:54:00 | BIL-Cora T. | Reviewed the case with the specialist team and processed the required action. | 72 | No | 41.99 | 3 |
29 | 2024-03-11 12:54:00 | Hey, Need some help here. We rebranded; how do I change our company name? Thanks in advance. | Account Management | account_company_name_change | Analytics Suite | Self-Service | Europe | Mandarin | Maria Wang | maria.wang305@gmail.com | 44 | Female | Enterprise | 26 | 3 | Enterprise | Low | 1 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.16 | 0.52 | 3.33 | 3.85 | 2024-03-11 16:45:00 | 2024-03-11 16:45:00 | 2024-03-11 17:56:00 | T1-Ana R. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 119.48 | 4 |
30 | 2023-10-02 15:56:00 | Hi, Been struggling with this. I'm new - how do I get started? (on the API Platform) This is fairly urgent for us. | Onboarding & How-To | onboarding_getting_started | API Platform | Email | South America | English | Aisha Williams | aisha.williams656@outlook.com | 36 | Other | Basic | 68 | 2 | Corporate | Low | 1 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.09 | 0.31 | 0 | 0.3 | 2023-10-02 16:14:00 | 2023-10-02 16:14:00 | 2023-10-03 16:29:00 | T1-Ana R. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 120 | No | 119.69 | 4 |
31 | 2024-11-12 14:01:00 | Hi there, Hoping you can help: when does my subscription renew? Any help appreciated. | Subscription | subscription_renewal_question | Payment Gateway | Email | Europe | German | Tom Ivanov | tom.ivanov517@outlook.com | 72 | Female | Premium | 61 | 4 | Small Business | Low | 1 | Tier 1 Support | T1-Ana R. | Cancelled | null | null | 0 | 0.13 | null | 0 | null | null | null | 2024-11-15 14:01:00 | null | Ticket cancelled/withdrawn before resolution. | 120 | No | null | null |
32 | 2024-05-14 12:30:00 | Hi, Been struggling with this. How do I restrict access to certain IP addresses? Please advise. | Security | security_ip_allowlist | API Platform | Self-Service | Oceania | Spanish | Olga Kim | olga.kim520@yahoo.com | 55 | Male | Enterprise | 59 | 3 | Small Business | Medium | 6 | Tier 2 Support | T2-Sami E. | Closed | No | null | 0 | 0.19 | 9.75 | 0 | 36.25 | 2024-05-16 00:45:00 | 2024-05-16 00:45:00 | 2024-05-17 05:35:00 | T2-Omar D. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 62.25 | 2 |
33 | 2024-08-01 06:52:00 | Reaching out because the amount on my invoice doesn't match what I expected. This is fairly urgent for us. | Billing | billing_invoice_wrong_amount | Mobile App | Chat | Africa | German | Chen Ivanov | chen.ivanov395@proton.me | 25 | Female | Free | 67 | 4 | Corporate | Urgent | 5 | Billing | BIL-Aiko I. | Closed | Yes | LLM confidence below threshold | 0 | 0.41 | 1.54 | 0 | 1.67 | 2024-08-01 08:32:00 | 2024-08-01 08:32:00 | 2024-08-04 09:49:00 | BIL-Deva S. | Reproduced the problem, escalated to L2, and confirmed resolution. | 4 | No | 2.46 | 3 |
34 | 2023-02-24 14:18:00 | Not sure this is the right place, but i forgot my password and the reset email never arrives. We're a bit stuck. | Authentication & Access | authentication_password_reset | Analytics Suite | Chat | South America | Spanish | Emma Anderson | emma.anderson517@gmail.com | 35 | Female | Free | 34 | 1 | Small Business | Low | 3 | Tier 1 Support | T1-Ana R. | Closed | No | null | 8 | 0.07 | 0.24 | 2.75 | 2.98 | 2023-02-24 17:17:00 | 2023-02-24 17:17:00 | 2023-02-27 12:18:00 | T1-Ana R. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 119.76 | 1 |
35 | 2024-09-16 18:51:00 | Quick question - How do I invite team members? (on the Mobile App) This is fairly urgent for us. | Onboarding & How-To | onboarding_how_to_invite | Mobile App | Phone | North America | Spanish | Linda Khan | linda.khan966@yahoo.com | 65 | Female | Enterprise | 50 | 1 | Individual | Low | 2 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.3 | 0.99 | 0 | 0.98 | 2024-09-16 19:50:00 | 2024-09-16 19:50:00 | 2024-09-18 12:26:00 | T1-Ana R. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 119.01 | 5 |
36 | 2024-10-07 12:01:00 | Good morning, Need some help here. I'm new - how do I get started? Happy to share more detail. | Onboarding & How-To | onboarding_getting_started | Desktop Client | Chat | Europe | Spanish | Yuki Lopez | yuki.lopez478@yahoo.com | 68 | Other | Free | 61 | 4 | Small Business | Low | 2 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 1.5 | 2024-10-07 13:31:00 | 2024-10-07 13:31:00 | 2024-10-10 17:59:00 | T1-Ana R. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 118.5 | 4 |
37 | 2024-01-03 11:35:00 | Not sure this is the right place, but i'm getting sync-conflict errors when editing on two devices. This is fairly urgent for us. | Data Sync | data_sync_conflict | Analytics Suite | Chat | Europe | German | Robert Williams | robert.williams891@icloud.com | 42 | Female | Free | 19 | 2 | Enterprise | Medium | 9 | Engineering | ENG-Ade A. | Closed | No | null | 3 | 0.92 | 3.08 | 0 | 466 | 2024-01-03 13:07:00 | 2024-01-22 21:35:00 | 2024-01-26 00:06:00 | ENG-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 68.92 | 4 |
38 | 2023-10-21 11:24:00 | Hello, I'm having an issue. Can I get a partial refund for unused time? Happy to share more detail. | Refunds | refunds_partial_refund | Analytics Suite | Chat | Europe | English | Maria Smith | maria.smith779@icloud.com | 44 | Female | Premium | 22 | 5 | Corporate | Medium | 7 | Billing | BIL-Deva S. | Closed | No | null | 0 | 2.9 | 7.74 | 0 | 52.33 | 2023-10-23 15:44:00 | 2023-10-23 15:44:00 | 2023-10-26 14:23:00 | BIL-Cora T. | Reviewed the case with the specialist team and processed the required action. | 72 | No | 64.26 | 3 |
39 | 2022-01-24 17:34:00 | Hello, I'm having an issue. What is your refund policy? (on the API Platform) This started today. | Refunds | refunds_refund_policy | API Platform | Self-Service | Asia | Portuguese | David Patel | david.patel430@outlook.com | 27 | Male | Premium | 4 | 3 | Small Business | Low | 1 | Billing | BIL-Ade A. | Closed | No | null | 0 | 0.05 | 0.16 | 0 | 7.58 | 2022-01-25 01:09:00 | 2022-01-25 01:09:00 | 2022-01-25 06:30:00 | BIL-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 120 | No | 119.84 | 3 |
40 | 2023-09-05 07:24:00 | How do I turn off auto-renewal? | Subscription | subscription_auto_renew_off | Payment Gateway | Self-Service | Europe | German | Grace Rossi | grace.rossi594@yahoo.com | 38 | Male | Free | 10 | 1 | Small Business | Urgent | 5 | Tier 1 Support | T1-Hana L. | Closed | No | null | 0 | 0.03 | 0.27 | 0 | 0.27 | 2022-11-23 15:32:00 | 2023-09-05 07:40:00 | 2022-11-25 01:52:00 | T1-Chloe M. | Investigated the issue, applied a fix, and verified with the customer. | 4 | No | 3.73 | 4 |
41 | 2022-03-02 19:43:00 | Hi team, I'm having an issue. What is your refund policy? Let me know what you need from me. | Refunds | refunds_refund_policy | Payment Gateway | Social Media | Europe | Portuguese | Robert Garcia | robert.garcia967@yahoo.com | 39 | Other | Basic | 40 | 1 | Corporate | Low | 1 | Billing | BIL-Ade A. | Closed | No | null | 2 | 0.19 | 0.62 | 0 | 155.52 | 2022-03-03 08:18:00 | 2022-03-09 07:14:00 | 2022-03-09 09:03:00 | BIL-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 120 | No | 119.38 | 3 |
42 | 2023-12-27 18:54:00 | Hi there, I'm having an issue. A calculated field is showing the wrong result. We're a bit stuck. | Bugs & Errors | bugs_calc_wrong | Payment Gateway | Chat | Europe | Portuguese | Carlos Patel | carlos.patel74@gmail.com | 55 | Female | Free | 34 | 0 | Small Business | High | 5 | Tier 2 Support | T2-Rosa C. | Closed | Yes | Requires specialist / policy decision | 0 | 5.51 | 15.52 | 6.36 | 50.97 | 2023-12-29 21:52:00 | 2023-12-29 21:52:00 | 2023-12-30 11:17:00 | T2-Priya G. | Manual review completed by a human agent; outcome communicated to the customer. | 24 | No | 8.48 | 4 |
43 | 2024-02-13 11:46:00 | Good morning, Quick question - I found a bug in the latest update affecting report generation. This started today. | Bugs & Errors | bugs_report_generation_bug | Payment Gateway | Chat | North America | French | Olga Lopez | olga.lopez874@proton.me | 53 | Male | Enterprise | 50 | 4 | Small Business | High | 9 | Engineering | ENG-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 4.73 | 2024-02-13 16:30:00 | 2024-02-13 16:30:00 | 2024-02-13 18:22:00 | ENG-Ade A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 22.5 | 5 |
44 | 2023-06-13 09:31:00 | Hi, Been struggling with this. I get a random error that I can't reproduce reliably. Any help appreciated. | Bugs & Errors | bugs_intermittent_error | Mobile App | Email | North America | German | Emma Nguyen | emma.nguyen669@gmail.com | 26 | Other | Free | 28 | 1 | Small Business | High | 7 | Engineering | ENG-Ade A. | Closed | No | null | 2 | 0.76 | 2.55 | 0 | 76.85 | 2023-06-13 16:16:00 | 2023-06-16 14:22:00 | 2023-06-16 22:31:00 | ENG-Ade A. | Reviewed the case with the specialist team and processed the required action. | 24 | No | 21.45 | 4 |
45 | 2023-08-23 18:33:00 | Hey, Quick question - I'm getting an error during the OAuth flow. This is fairly urgent for us. | Integrations & API | integrations_oauth_flow_error | Web Portal | Email | South America | English | Ahmed Garcia | ahmed.garcia133@gmail.com | 54 | Female | Free | 24 | 3 | Corporate | High | 5 | Engineering | ENG-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 38.03 | 55.53 | 2023-08-26 02:05:00 | 2023-08-26 02:05:00 | 2023-08-26 05:39:00 | ENG-Ade A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 22.5 | 3 |
46 | 2022-10-03 12:24:00 | Hi team, Hoping you can help: how do I create custom fields? | Onboarding & How-To | onboarding_custom_fields | Payment Gateway | Phone | North America | English | James Brown | james.brown358@icloud.com | 42 | Male | Free | 36 | 3 | Enterprise | High | 1 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.45 | 1.5 | 6.92 | 11.02 | 2022-10-03 23:25:00 | 2022-10-03 23:25:00 | 2022-10-07 03:24:00 | T1-Ana R. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 22.5 | 4 |
47 | 2023-09-22 21:05:00 | Hi, Been struggling with this. I want to upgrade to a higher plan. (on the Analytics Suite) Happy to share more detail. | Subscription | subscription_upgrade_plan | Analytics Suite | Self-Service | North America | French | Maria Miller | maria.miller177@yahoo.com | 33 | Male | Premium | 10 | 1 | Individual | Medium | 1 | Tier 1 Support | T1-Ana R. | Closed | No | null | 2 | 0.05 | 0.16 | 35.14 | 358.7 | 2023-09-23 14:43:00 | 2023-10-07 19:47:00 | 2023-10-07 22:59:00 | T1-Ana R. | Sent the requested information and confirmed the customer's issue was resolved. | 72 | No | 71.84 | 4 |
48 | 2024-03-18 12:36:00 | Good morning, Hoping you can help: some of my records appear corrupted after a sync. This is fairly urgent for us. | Data Sync | data_data_corruption | Desktop Client | Phone | Europe | Portuguese | Linda Brown | linda.brown113@icloud.com | 65 | Female | Basic | 25 | 7 | Individual | High | 7 | Engineering | ENG-Zane U. | Closed | Yes | Requires specialist / policy decision | 0 | 8.35 | 22.63 | 0 | 70.62 | 2024-03-21 11:13:00 | 2024-03-21 11:13:00 | 2024-03-24 08:05:00 | ENG-Zane U. | Coordinated with billing/security team; resolution completed and customer notified. | 24 | No | 1.37 | 3 |
49 | 2022-01-31 11:32:00 | Good morning, Quick question - Some of my records appear corrupted after a sync. It's been happening since yesterday. | Data Sync | data_data_corruption | Mobile App | Phone | Asia | Portuguese | Olga Ivanov | olga.ivanov570@outlook.com | 23 | Male | Basic | 35 | 4 | Enterprise | Low | 8 | Engineering | ENG-Viktor Y. | Closed | No | null | 1 | 25.2 | 108 | 0 | 360.93 | 2022-02-09 07:00:00 | 2022-02-15 12:28:00 | 2022-02-15 17:18:00 | ENG-Wendy X. | Coordinated with billing/security team; resolution completed and customer notified. | 120 | No | 12 | 5 |
50 | 2024-06-04 11:03:00 | Hi team, Hoping you can help: i need an audit log of recent account activity. (on the Mobile App) We're a bit stuck. | Security | security_audit_log_request | Mobile App | Chat | South America | French | Robert Patel | robert.patel120@proton.me | 20 | Female | Premium | 29 | 6 | Enterprise | Medium | 5 | Security | SEC-Ade A. | Cancelled | null | null | 0 | 0.45 | null | 0 | null | null | null | 2024-06-04 12:33:00 | null | Ticket cancelled/withdrawn before resolution. | 72 | No | null | null |
51 | 2024-01-30 10:09:00 | Hey, Reaching out because how do I export my data to CSV? We're a bit stuck. | Onboarding & How-To | onboarding_how_to_export | Payment Gateway | Phone | South America | Mandarin | Linda Ivanov | linda.ivanov878@yahoo.com | 71 | Female | Free | 23 | 5 | Corporate | Medium | 1 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.1 | 0.35 | 0 | 2.18 | 2024-01-30 12:20:00 | 2024-01-30 12:20:00 | 2024-02-02 14:42:00 | T1-Ana R. | Provided the relevant setting/steps; customer confirmed it worked. | 72 | No | 71.65 | 4 |
52 | 2023-04-05 15:34:00 | Need some help here. I don't understand the prorated charge on my bill. (on the Web Portal) This started today. | Billing | billing_proration_question | Web Portal | Chat | Asia | French | Raj Smith | raj.smith121@icloud.com | 18 | Male | Premium | 42 | 4 | Small Business | Urgent | 4 | Billing | BIL-Ade A. | Closed | No | null | 0 | 0.21 | 0.69 | 0 | 10.12 | 2023-04-06 01:41:00 | 2023-04-06 01:41:00 | 2023-04-06 02:39:00 | BIL-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 4 | No | 3.31 | 5 |
53 | 2024-05-03 11:44:00 | Hi, Need some help here. Please change the email address my invoices are sent to. Any help appreciated. | Billing | billing_update_billing_email | Analytics Suite | Phone | Africa | Mandarin | Robert Nguyen | robert.nguyen992@yahoo.com | 35 | Male | Basic | 66 | 3 | Enterprise | High | 2 | Billing | BIL-Ade A. | Closed | No | null | 0 | 0.02 | 0.08 | 0 | 0.07 | 2024-05-03 11:48:00 | 2024-05-03 11:48:00 | 2024-05-06 13:33:00 | BIL-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 24 | No | 23.92 | 3 |
54 | 2023-04-13 13:39:00 | Hello, Not sure this is the right place, but i filed a chargeback with my bank; what now? (on the Mobile App) | Refunds | refunds_chargeback_question | Mobile App | Self-Service | Europe | English | Nadia Silva | nadia.silva248@icloud.com | 68 | Other | Free | 2 | 5 | Corporate | Urgent | 7 | Billing | BIL-Aiko I. | Closed | Yes | Requires specialist / policy decision | 2 | 14.29 | 86.45 | 0 | 542.93 | 2023-04-21 08:52:00 | 2023-05-06 04:35:00 | 2023-05-06 10:51:00 | BIL-Cora T. | Manual review completed by a human agent; outcome communicated to the customer. | 4 | Yes | -82.45 | 2 |
55 | 2024-08-16 10:40:00 | Good morning, I'm having an issue. I am unable to access my account after entering correct credentials. It's been happening since yesterday. | Authentication & Access | authentication_cannot_login_correct_creds | Web Portal | Email | North America | Spanish | Maria Khan | maria.khan388@icloud.com | 68 | Female | Basic | 53 | 2 | Small Business | High | 5 | Tier 2 Support | T2-Omar D. | Closed | No | null | 1 | 0.83 | 1.54 | 0 | 179.73 | 2024-08-16 15:46:00 | 2024-08-23 22:24:00 | 2024-08-23 22:38:00 | T2-Nadia H. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 22.46 | 3 |
56 | 2024-09-10 10:43:00 | Been struggling with this. How do I export my data to CSV? This started today. | Onboarding & How-To | onboarding_how_to_export | Desktop Client | Phone | North America | German | Liam Nguyen | liam.nguyen578@icloud.com | 33 | Female | Enterprise | 60 | 5 | Individual | Low | 2 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.08 | 0.27 | 0 | 4.55 | 2024-09-10 15:16:00 | 2024-09-10 15:16:00 | 2024-09-10 17:06:00 | T1-Ana R. | Provided the relevant setting/steps; customer confirmed it worked. | 120 | No | 119.73 | 5 |
57 | 2022-02-09 16:38:00 | Hello, Need some help here. Pages take a long time to load for my whole team. This is fairly urgent for us. | Performance | performance_page_load_slow | Analytics Suite | Email | Asia | German | Tom Johnson | tom.johnson903@gmail.com | 51 | Male | Free | 1 | 2 | Corporate | Medium | 7 | Engineering | ENG-Ade A. | Pending | null | null | 0 | 0.45 | null | 11.99 | null | null | null | null | null | null | 72 | No | null | null |
58 | 2022-02-15 14:38:00 | Hi, Not sure this is the right place, but i am unable to access my account after entering correct credentials. (on the API Platform) This is fairly urgent for us. | Authentication & Access | authentication_cannot_login_correct_creds | API Platform | Chat | North America | German | Robert Rossi | robert.rossi872@yahoo.com | 43 | Other | Free | 50 | 7 | Corporate | High | 1 | Tier 1 Support | T1-Ben T. | Open | null | null | 0 | 0.71 | null | 0 | null | null | null | null | null | null | 24 | No | null | null |
59 | 2023-10-29 13:12:00 | Hey, Been struggling with this. Can I merge two accounts into one? This is fairly urgent for us. | Account Management | account_merge_accounts | Desktop Client | Phone | Asia | Spanish | Tom Smith | tom.smith186@yahoo.com | 23 | Other | Enterprise | 16 | 7 | Small Business | High | 8 | Tier 1 Support | T1-Farid N. | Closed | Yes | Requires specialist / policy decision | 0 | 3.74 | 28.11 | 23.11 | 111.02 | 2023-11-03 04:13:00 | 2023-11-03 04:13:00 | 2023-11-03 04:24:00 | T1-Farid N. | Coordinated with billing/security team; resolution completed and customer notified. | 24 | Yes | -4.11 | 4 |
60 | 2023-03-30 12:21:00 | Hey, I'm having an issue. I keep getting logged out every few minutes. This is fairly urgent for us. | Authentication & Access | authentication_session_timeout | Mobile App | Email | Asia | Spanish | James Williams | james.williams815@outlook.com | 60 | Other | Enterprise | 45 | 2 | Enterprise | Low | 6 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.45 | 1.5 | 16.02 | 30.17 | 2023-03-31 18:31:00 | 2023-03-31 18:31:00 | 2023-04-01 12:16:00 | T1-Ana R. | Walked the customer through troubleshooting; issue resolved after config change. | 120 | No | 118.5 | 4 |
61 | 2023-11-30 13:19:00 | Hello, I am experiencing very slow performance while using the dashboard. Please advise. | Performance | performance_slow_dashboard | Desktop Client | Chat | Asia | French | Carlos Smith | carlos.smith340@proton.me | 31 | Other | Basic | 43 | 1 | Individual | Low | 4 | Engineering | ENG-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 8.57 | 21.75 | 2023-12-01 11:04:00 | 2023-12-01 11:04:00 | 2023-12-01 16:46:00 | ENG-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 120 | No | 118.5 | 4 |
62 | 2023-05-21 13:32:00 | Good morning, Hoping you can help: i need help configuring SSO for my organization. Please advise. | Authentication & Access | authentication_sso_config | API Platform | Email | Europe | German | William Johnson | william.johnson5@icloud.com | 48 | Male | Premium | 1 | 4 | Small Business | Low | 5 | Tier 1 Support | T1-Ana R. | Closed | No | null | 4 | 1.08 | 3.6 | 0 | 709.57 | 2023-05-22 09:48:00 | 2023-06-20 03:06:00 | 2023-06-23 03:21:00 | T1-Ana R. | Investigated the issue, applied a fix, and verified with the customer. | 120 | No | 116.4 | 3 |
63 | 2024-08-27 12:33:00 | Good morning, I'm having an issue. Two-factor authentication codes are not being delivered to my phone. (on the Mobile App) Thanks in advance. | Authentication & Access | authentication_twofa_not_delivered | Mobile App | Email | Asia | German | James Lopez | james.lopez43@outlook.com | 46 | Other | Free | 2 | 2 | Individual | High | 3 | Tier 1 Support | T1-Ana R. | Cancelled | null | null | 0 | 0.09 | null | 0 | null | null | null | 2024-08-28 12:44:00 | null | Ticket cancelled/withdrawn before resolution. | 24 | No | null | null |
64 | 2024-12-13 12:34:00 | Hi team, I'm having an issue. The amount on my invoice doesn't match what I expected. Happy to share more detail. | Billing | billing_invoice_wrong_amount | Mobile App | Email | Europe | French | Sofia Okafor | sofia.okafor616@outlook.com | 21 | Other | Basic | 20 | 1 | Corporate | High | 6 | Billing | BIL-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 45.37 | 46.87 | 2024-12-15 11:26:00 | 2024-12-15 11:26:00 | 2024-12-18 17:47:00 | BIL-Ade A. | Walked the customer through troubleshooting; issue resolved after config change. | 24 | No | 22.5 | 4 |
65 | 2023-06-05 13:57:00 | Hello, Been struggling with this. I was charged twice for the same billing period. (on the Web Portal) | Billing | billing_double_charge | Web Portal | Self-Service | South America | Portuguese | William Khan | william.khan166@icloud.com | 21 | Other | Basic | 71 | 3 | Individual | Urgent | 8 | Billing | BIL-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 1.5 | 2023-06-05 15:27:00 | 2023-06-05 15:27:00 | 2023-06-06 07:19:00 | BIL-Ade A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 4 | No | 2.5 | 5 |
66 | 2024-01-05 17:08:00 | I'm having an issue. My verification email never arrived during signup. (on the Web Portal) | Authentication & Access | authentication_email_verification | Web Portal | Phone | Europe | Spanish | Raj Miller | raj.miller882@proton.me | 33 | Male | Free | 3 | 1 | Small Business | Low | 1 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.2 | 0.68 | 15.17 | 78.7 | 2024-01-08 23:50:00 | 2024-01-08 23:50:00 | 2024-01-12 02:20:00 | T1-Ana R. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 119.32 | 5 |
67 | 2022-12-17 16:39:00 | I'm having an issue. I was charged twice for the same billing period. This started today. | Billing | billing_double_charge | Mobile App | Chat | North America | French | Linda Patel | linda.patel610@gmail.com | 22 | Female | Basic | 64 | 3 | Individual | Urgent | 4 | Billing | BIL-Ade A. | Closed | No | null | 0 | 0.29 | 0.97 | 0 | 47.32 | 2022-12-19 15:58:00 | 2022-12-19 15:58:00 | 2022-12-22 10:26:00 | BIL-Ade A. | Walked the customer through troubleshooting; issue resolved after config change. | 4 | No | 3.03 | 5 |
68 | 2024-07-04 12:29:00 | Hi there, Need some help here. I filed a chargeback with my bank; what now? Let me know what you need from me. | Refunds | refunds_chargeback_question | Mobile App | Email | Europe | Portuguese | Ahmed Ivanov | ahmed.ivanov795@outlook.com | 51 | Female | Basic | 44 | 1 | Individual | Medium | 7 | Billing | BIL-Bruno M. | Closed | Yes | Requires specialist / policy decision | 0 | 10.56 | 55.76 | 0 | 263.75 | 2024-07-15 12:14:00 | 2024-07-15 12:14:00 | 2024-07-18 17:27:00 | BIL-Cora T. | Manual review completed by a human agent; outcome communicated to the customer. | 72 | No | 16.24 | 4 |
69 | 2024-08-13 01:33:00 | Good morning, Quick question - Where can I find the API documentation? Thanks in advance. | Integrations & API | integrations_api_docs_request | Analytics Suite | Chat | Asia | Mandarin | Raj Okafor | raj.okafor145@gmail.com | 27 | Other | Free | 49 | 2 | Enterprise | Low | 1 | Engineering | ENG-Ade A. | Closed | No | null | 0 | 0.1 | 0.33 | 0 | 0.32 | 2024-08-13 01:52:00 | 2024-08-13 01:52:00 | 2024-08-15 00:52:00 | ENG-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 120 | No | 119.67 | 5 |
70 | 2023-07-27 13:25:00 | Hi, Hoping you can help: i keep getting a 500 error on a specific page. Any help appreciated. | Bugs & Errors | bugs_error_500 | Payment Gateway | Email | Africa | Mandarin | Robert Smith | robert.smith377@gmail.com | 44 | Female | Premium | 49 | 5 | Enterprise | Urgent | 5 | Tier 1 Support | T1-Chloe M. | Closed | Yes | LLM confidence below threshold | 0 | 0.16 | 3.53 | 0 | 19.53 | 2023-07-28 08:57:00 | 2023-07-28 08:57:00 | 2023-07-30 08:41:00 | T1-Jia W. | Investigated the issue, applied a fix, and verified with the customer. | 4 | No | 0.47 | 3 |
71 | 2022-07-20 16:31:00 | Good morning, Been struggling with this. Search results take forever to return. This started today. | Performance | performance_search_slow | Desktop Client | Chat | Africa | French | Robert Smith | robert.smith424@outlook.com | 21 | Male | Basic | 20 | 3 | Small Business | High | 4 | Engineering | ENG-Zane U. | Closed | No | null | 0 | 0.57 | 1.46 | 0 | 15.93 | 2022-07-21 08:27:00 | 2022-07-21 08:27:00 | 2022-07-24 00:52:00 | ENG-Uma Z. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 22.54 | 3 |
72 | 2024-02-09 16:05:00 | Hi, I'm having an issue. I was charged for a renewal I didn't expect. Happy to share more detail. | Subscription | subscription_unexpected_renewal | API Platform | Email | Asia | German | Carlos Wang | carlos.wang838@proton.me | 57 | Male | Enterprise | 1 | 5 | Corporate | Medium | 10 | Tier 2 Support | T2-Marco B. | Closed | Yes | Requires specialist / policy decision | 3 | 4.19 | 47 | 0 | 604.78 | 2024-02-14 08:29:00 | 2024-03-05 20:52:00 | 2024-03-09 02:28:00 | T2-Priya G. | Reviewed the case with the specialist team and processed the required action. | 72 | No | 25 | 3 |
73 | 2023-09-10 20:52:00 | How do I set up the mobile app? Let me know what you need from me. | Onboarding & How-To | onboarding_mobile_app_setup | Analytics Suite | Email | Europe | Mandarin | Ahmed Lopez | ahmed.lopez942@proton.me | 24 | Male | Premium | 46 | 3 | Small Business | Medium | 2 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.07 | 0.24 | 0 | 11.37 | 2023-09-11 08:14:00 | 2023-09-11 08:14:00 | 2023-09-11 09:53:00 | T1-Ana R. | Resolved automatically: guided the customer to the self-service option and confirmed success. | 72 | No | 71.76 | 4 |
74 | 2023-11-13 08:19:00 | Hey, Reaching out because how do I configure notifications? Any help appreciated. | Onboarding & How-To | onboarding_setup_notifications | API Platform | Chat | North America | Portuguese | Olga Lopez | olga.lopez976@yahoo.com | 57 | Other | Free | 62 | 2 | Individual | Medium | 2 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.16 | 0.55 | 0 | 7.22 | 2023-11-13 15:32:00 | 2023-11-13 15:32:00 | 2023-11-16 18:03:00 | T1-Ana R. | Sent the requested information and confirmed the customer's issue was resolved. | 72 | No | 71.45 | 5 |
75 | 2024-08-08 06:14:00 | Hey, I'm having an issue. I'm disputing a charge I believe is incorrect. Thanks in advance. | Billing | billing_billing_dispute | Payment Gateway | Chat | North America | Spanish | Linda Nguyen | linda.nguyen848@yahoo.com | 25 | Other | Premium | 23 | 0 | Enterprise | High | 9 | Billing | BIL-Cora T. | Closed | Yes | Requires specialist / policy decision | 0 | 29.02 | 41.5 | 0 | 178.27 | 2024-08-15 16:30:00 | 2024-08-15 16:30:00 | 2024-08-16 11:32:00 | BIL-Cora T. | Manual review completed by a human agent; outcome communicated to the customer. | 24 | Yes | -17.5 | 3 |
76 | 2023-10-25 12:28:00 | Not sure this is the right place, but my verification email never arrived during signup. Let me know what you need from me. | Authentication & Access | authentication_email_verification | API Platform | Email | North America | German | Chen Okafor | chen.okafor860@outlook.com | 34 | Female | Free | 7 | 2 | Individual | Low | 3 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.12 | 0.41 | 0 | 2.93 | 2023-10-25 15:24:00 | 2023-10-25 15:24:00 | 2023-10-25 16:25:00 | T1-Ana R. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 119.59 | 5 |
77 | 2024-12-10 09:46:00 | Some of my records appear corrupted after a sync. Please advise. | Data Sync | data_data_corruption | Payment Gateway | Email | Europe | Portuguese | David Silva | david.silva365@proton.me | 59 | Other | Basic | 62 | 6 | Individual | Urgent | 9 | Engineering | ENG-Yara Q. | Closed | Yes | Requires specialist / policy decision | 2 | 1.83 | 818.72 | 0 | 1,146.21 | 2024-12-11 12:12:00 | 2024-12-15 20:21:00 | 2024-12-15 21:47:00 | ENG-Wendy X. | Reviewed the case with the specialist team and processed the required action. | 4 | Yes | -16.87 | 2 |
78 | 2022-06-10 22:58:00 | Good morning, Reaching out because how do I force a manual re-sync? | Data Sync | data_manual_resync | Analytics Suite | Chat | Europe | Mandarin | Emma Williams | emma.williams371@yahoo.com | 67 | Male | Free | 68 | 5 | Corporate | Low | 2 | Engineering | ENG-Ade A. | Closed | No | null | 0 | 0.08 | 0.27 | 14.09 | 71.38 | 2022-06-13 22:21:00 | 2022-06-13 22:21:00 | 2022-06-16 15:33:00 | ENG-Ade A. | Provided the relevant setting/steps; customer confirmed it worked. | 120 | No | 119.73 | 4 |
79 | 2023-03-15 14:39:00 | Hi there, Quick question - Can my refund go to a different payment method? Happy to share more detail. | Refunds | refunds_refund_method | API Platform | Chat | North America | Mandarin | Liam Smith | liam.smith46@gmail.com | 67 | Male | Free | 57 | 5 | Individual | Urgent | 4 | Billing | BIL-Ade A. | Closed | No | null | 4 | 0.31 | 1.03 | 0 | 361.28 | 2023-03-15 15:30:00 | 2023-03-30 15:56:00 | 2023-03-31 11:25:00 | BIL-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 4 | No | 2.97 | 3 |
80 | 2024-04-23 18:28:00 | Hi team, Quick question - A calculated field is showing the wrong result. Any help appreciated. | Bugs & Errors | bugs_calc_wrong | Web Portal | Chat | Asia | Mandarin | Robert Nguyen | robert.nguyen107@yahoo.com | 65 | Male | Premium | 2 | 4 | Corporate | Urgent | 7 | Engineering | ENG-Yara Q. | Closed | Yes | Requires specialist / policy decision | 1 | 0.95 | 2.24 | 0 | 183.37 | 2024-04-24 02:07:00 | 2024-05-01 09:50:00 | 2024-05-01 10:49:00 | ENG-Uma Z. | Manual review completed by a human agent; outcome communicated to the customer. | 4 | No | 1.76 | 3 |
81 | 2023-10-17 13:18:00 | Hi, Reaching out because i was charged twice for the same billing period. This started today. | Billing | billing_double_charge | Analytics Suite | Email | Europe | English | Sofia Wang | sofia.wang663@proton.me | 47 | Other | Premium | 49 | 4 | Small Business | Medium | 5 | Tier 2 Support | T2-Marco B. | Closed | No | null | 0 | 6.36 | 13.58 | 0 | 45.57 | 2023-10-19 10:52:00 | 2023-10-19 10:52:00 | 2023-10-19 14:30:00 | T2-Priya G. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 58.42 | 5 |
82 | 2022-11-21 09:20:00 | Hello, I found a bug in the latest update affecting report generation. Happy to share more detail. | Bugs & Errors | bugs_report_generation_bug | API Platform | Phone | Asia | Spanish | Aisha Miller | aisha.miller477@outlook.com | 69 | Male | Premium | 48 | 1 | Small Business | High | 6 | Engineering | ENG-Viktor Y. | Closed | No | null | 0 | 1.41 | 9.66 | 0 | 41.32 | 2022-11-23 02:39:00 | 2022-11-23 02:39:00 | 2022-11-26 12:10:00 | ENG-Viktor Y. | Reproduced the problem, escalated to L2, and confirmed resolution. | 24 | No | 14.34 | 3 |
83 | 2024-11-17 13:00:00 | Hello, I would like to request a refund for the recent charge. (on the Web Portal) It's been happening since yesterday. | Refunds | refunds_refund_request | Web Portal | Phone | Asia | Mandarin | Olga Rossi | olga.rossi277@icloud.com | 32 | Female | Basic | 65 | 1 | Small Business | Medium | 6 | Billing | BIL-Ade A. | Closed | No | null | 3 | 0.92 | 3.08 | 0 | 419.83 | 2024-11-18 02:32:00 | 2024-12-05 00:50:00 | 2024-12-06 17:05:00 | BIL-Ade A. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 68.92 | 3 |
84 | 2022-12-22 13:23:00 | Good morning, Not sure this is the right place, but i don't understand the prorated charge on my bill. Please advise. | Billing | billing_proration_question | API Platform | Chat | Europe | Spanish | Aisha Garcia | aisha.garcia229@yahoo.com | 53 | Other | Free | 69 | 1 | Individual | Low | 3 | Billing | BIL-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 1.5 | 2022-12-22 14:53:00 | 2022-12-22 14:53:00 | 2022-12-25 18:16:00 | BIL-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 120 | No | 118.5 | 5 |
85 | 2024-09-11 18:19:00 | Hi team, How do I invite team members? We're a bit stuck. | Onboarding & How-To | onboarding_how_to_invite | Analytics Suite | Email | Asia | English | Linda Kim | linda.kim308@yahoo.com | 70 | Male | Premium | 14 | 7 | Enterprise | Low | 1 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.08 | 0.26 | 0 | 6.93 | 2024-09-12 01:15:00 | 2024-09-12 01:15:00 | 2024-09-12 17:38:00 | T1-Ana R. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 119.74 | 5 |
86 | 2023-12-23 15:37:00 | Hey, Hoping you can help: i was charged twice for the same billing period. Let me know what you need from me. | Billing | billing_double_charge | Payment Gateway | Phone | Europe | English | Liam Williams | liam.williams335@gmail.com | 73 | Other | Premium | 3 | 4 | Small Business | High | 7 | Billing | BIL-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 0 | 41.88 | 2023-12-25 09:30:00 | 2023-12-25 09:30:00 | 2023-12-26 06:28:00 | BIL-Ade A. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 22.5 | 5 |
87 | 2022-03-29 14:37:00 | Hey, Quick question - Can I merge two accounts into one? (on the Desktop Client) Happy to share more detail. | Account Management | account_merge_accounts | Desktop Client | Email | North America | French | David Wang | david.wang680@yahoo.com | 31 | Female | Basic | 40 | 2 | Individual | Medium | 6 | Tier 1 Support | T1-Lena V. | Closed | Yes | Requires specialist / policy decision | 0 | 6.49 | 37.94 | 0 | 150.32 | 2022-04-04 20:56:00 | 2022-04-04 20:56:00 | 2022-04-04 22:36:00 | T1-Ana R. | Reviewed the case with the specialist team and processed the required action. | 72 | No | 34.06 | 3 |
88 | 2023-02-17 14:57:00 | Hello, Need some help here. I don't understand the prorated charge on my bill. Thanks in advance. | Billing | billing_proration_question | Web Portal | Email | Europe | English | Raj Chen | raj.chen208@icloud.com | 54 | Other | Basic | 69 | 5 | Small Business | High | 2 | Billing | BIL-Bruno M. | Closed | No | null | 0 | 0.99 | 4.07 | 0 | 68.07 | 2023-02-20 11:01:00 | 2023-02-20 11:01:00 | 2023-02-23 21:29:00 | BIL-Deva S. | Walked the customer through troubleshooting; issue resolved after config change. | 24 | No | 19.93 | 4 |
89 | 2023-03-23 22:10:00 | Hi there, Not sure this is the right place, but does your product support [feature]? (on the Analytics Suite) Any help appreciated. | Onboarding & How-To | onboarding_feature_discovery | Analytics Suite | Chat | South America | French | Raj Garcia | raj.garcia736@yahoo.com | 26 | Female | Premium | 57 | 4 | Corporate | Low | 1 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.1 | 0.35 | 0 | 14.17 | 2023-03-24 12:20:00 | 2023-03-24 12:20:00 | 2023-03-27 00:42:00 | T1-Ana R. | Provided the relevant setting/steps; customer confirmed it worked. | 120 | No | 119.65 | 4 |
90 | 2023-02-02 15:54:00 | How do I transfer account ownership? (on the Desktop Client) Any help appreciated. | Account Management | account_change_owner | Desktop Client | Self-Service | Asia | English | Linda Kim | linda.kim260@icloud.com | 73 | Female | Free | 45 | 6 | Small Business | Medium | 5 | Tier 2 Support | T2-Sami E. | Closed | Yes | LLM confidence below threshold | 0 | 0.42 | 2.83 | 15.4 | 27.33 | 2023-02-03 19:14:00 | 2023-02-03 19:14:00 | 2023-02-04 14:40:00 | T2-Priya G. | Reproduced the problem, escalated to L2, and confirmed resolution. | 72 | No | 69.17 | 3 |
91 | 2024-03-08 15:02:00 | Hi team, Been struggling with this. How do I update the primary contact on the account? Any help appreciated. | Account Management | account_contact_update | Mobile App | Email | Asia | English | Yuki Anderson | yuki.anderson636@yahoo.com | 60 | Female | Enterprise | 59 | 2 | Enterprise | High | 1 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.02 | 0.07 | 0 | 58.03 | 2024-03-11 01:04:00 | 2024-03-11 01:04:00 | 2024-03-11 02:19:00 | T1-Ana R. | Provided the relevant setting/steps; customer confirmed it worked. | 24 | No | 23.93 | 5 |
92 | 2024-01-16 13:42:00 | Hey, Been struggling with this. I'm new - how do I get started? It's been happening since yesterday. | Onboarding & How-To | onboarding_getting_started | Analytics Suite | Phone | North America | French | Aisha Haddad | aisha.haddad336@yahoo.com | 62 | Male | Basic | 27 | 4 | Small Business | High | 2 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.03 | 0.1 | 39.66 | 41.05 | 2024-01-18 06:45:00 | 2024-01-18 06:45:00 | 2024-01-21 14:16:00 | T1-Ana R. | Sent the requested information and confirmed the customer's issue was resolved. | 24 | No | 23.9 | 5 |
93 | 2022-04-24 09:07:00 | Hi team, Not sure this is the right place, but how do I restrict access to certain IP addresses? Let me know what you need from me. | Security | security_ip_allowlist | Payment Gateway | Phone | Asia | Mandarin | Tom Rossi | tom.rossi887@proton.me | 59 | Female | Basic | 42 | 6 | Enterprise | High | 5 | Security | SEC-Farah D. | Closed | No | null | 0 | 1.51 | 3.89 | 9.25 | 29.02 | 2022-04-25 14:08:00 | 2022-04-25 14:08:00 | 2022-04-25 16:02:00 | SEC-Elias R. | Walked the customer through troubleshooting; issue resolved after config change. | 24 | No | 20.11 | 4 |
94 | 2024-02-09 21:33:00 | Hi there, Hoping you can help: my integration stopped working after an update. (on the Web Portal) Thanks in advance. | Integrations & API | integrations_integration_broken | Web Portal | Self-Service | Europe | German | Raj Haddad | raj.haddad764@yahoo.com | 62 | Female | Premium | 38 | 0 | Small Business | Medium | 7 | Engineering | ENG-Zane U. | Closed | No | null | 0 | 0.54 | 17.41 | 0 | 107.85 | 2024-02-14 09:24:00 | 2024-02-14 09:24:00 | 2024-02-17 15:40:00 | ENG-Uma Z. | Investigated the issue, applied a fix, and verified with the customer. | 72 | No | 54.59 | 3 |
95 | 2022-12-26 15:02:00 | Hi, Quick question - How do I restrict access to certain IP addresses? | Security | security_ip_allowlist | Payment Gateway | Email | Europe | French | Yuki Johnson | yuki.johnson729@proton.me | 64 | Male | Basic | 21 | 4 | Corporate | Medium | 6 | Security | SEC-Ade A. | Closed | No | null | 0 | 0.45 | 1.5 | 35.06 | 52.55 | 2022-12-28 19:35:00 | 2022-12-28 19:35:00 | 2022-12-29 06:58:00 | SEC-Ade A. | Walked the customer through troubleshooting; issue resolved after config change. | 72 | No | 70.5 | 5 |
96 | 2024-11-25 11:03:00 | Hey, Quick question - My account is locked after too many login attempts. (on the Mobile App) We're a bit stuck. | Authentication & Access | authentication_account_locked | Mobile App | Email | Oceania | German | Yuki Khan | yuki.khan529@icloud.com | 36 | Other | Premium | 3 | 3 | Small Business | Low | 6 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.13 | 0.42 | 0 | 12.37 | 2024-11-25 23:25:00 | 2024-11-25 23:25:00 | 2024-11-28 21:53:00 | T1-Ana R. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 119.58 | 5 |
97 | 2023-03-02 11:06:00 | Hello, Can I get a partial refund for unused time? Thanks in advance. | Refunds | refunds_partial_refund | Web Portal | Email | North America | French | Maria Chen | maria.chen883@outlook.com | 36 | Male | Premium | 39 | 6 | Corporate | Low | 3 | Billing | BIL-Cora T. | Closed | Yes | Requires specialist / policy decision | 0 | 2.69 | 15.9 | 6.2 | 42 | 2023-03-04 05:06:00 | 2023-03-04 05:06:00 | 2023-03-04 07:09:00 | BIL-Aiko I. | Reviewed the case with the specialist team and processed the required action. | 120 | No | 104.1 | 4 |
98 | 2024-12-12 10:49:00 | How do I generate an API key? | Integrations & API | integrations_api_key_generate | API Platform | Email | North America | Mandarin | Grace Smith | grace.smith794@gmail.com | 71 | Male | Enterprise | 26 | 2 | Enterprise | High | 6 | Billing | BIL-Aiko I. | Closed | Yes | LLM confidence below threshold | 0 | 5.31 | 111.44 | 41.49 | 72.8 | 2024-12-15 11:37:00 | 2024-12-15 11:37:00 | 2024-12-16 15:38:00 | BIL-Bruno M. | Investigated the issue, applied a fix, and verified with the customer. | 24 | No | 12.87 | 3 |
99 | 2023-06-06 09:25:00 | Hi, Hoping you can help: how do I create custom fields? Please advise. | Onboarding & How-To | onboarding_custom_fields | Payment Gateway | Email | Europe | English | Olga Kim | olga.kim716@icloud.com | 41 | Female | Premium | 18 | 5 | Small Business | Low | 4 | Tier 1 Support | T1-Ben T. | Open | null | null | 0 | 0.12 | null | 0 | null | null | null | null | null | null | 120 | No | null | null |
100 | 2024-10-11 11:54:00 | Hello, Been struggling with this. When does my subscription renew? Let me know what you need from me. | Subscription | subscription_renewal_question | Analytics Suite | Email | Europe | Spanish | Robert Anderson | robert.anderson184@gmail.com | 73 | Male | Basic | 57 | 1 | Small Business | Low | 1 | Tier 1 Support | T1-Ana R. | Closed | No | null | 0 | 0.23 | 0.77 | 0 | 0.77 | 2024-10-11 12:40:00 | 2024-10-11 12:40:00 | 2024-10-14 13:08:00 | T1-Ana R. | Sent the requested information and confirmed the customer's issue was resolved. | 120 | No | 119.23 | 4 |
Subsets and Splits
No community queries yet
The top public SQL queries from the community will appear here once available.