data/processed/ood_test.csv

text,label,category,ood_type
"we switched half our workflow to a competitor last week as a backup, tell me why we shouldn't move fully",7,churn_risk,hand_crafted
the setup checklist says 'configure routing rules' but I can't find where that setting lives,5,onboarding,hand_crafted
"the trial data we imported doesn't show up in production after upgrading, where did it go",5,onboarding,hand_crafted
we need invoices re-issued with our new entity name after the company rebrand,0,billing,hand_crafted
"can you add a second domain to our account, we have a subsidiary that uses a different email domain",2,account_management,hand_crafted
we need to split our account into two separate orgs for our EU and US business units,2,account_management,hand_crafted
"we got charged twice last tuesday, both transactions visible in our bank statement",0,billing,hand_crafted
is there a sandbox/staging environment we can use to test things without affecting production,6,general_inquiry,hand_crafted
"two factor auth codes stopped arriving via email, tried multiple accounts same problem",1,technical_support,hand_crafted
"we have 80 agents who need accounts, is there a bulk invite feature or do we do it one by one",5,onboarding,hand_crafted
we bought the enterprise tier but some features listed on the pricing page aren't showing up yet,5,onboarding,hand_crafted
just noticed we've been on the wrong tier for 3 months paying for enterprise when we're on growth,0,billing,hand_crafted
can you provide a copy of your most recent vulnerability assessment report,4,compliance_legal,hand_crafted
honestly at this point we've had 6 open tickets for over a month with no resolution,7,churn_risk,hand_crafted
our security team flagged that API tokens don't expire - is there a way to enforce rotation,4,compliance_legal,hand_crafted
"can we get more granular filters on the reports page, the current ones aren't enough",3,feature_request,ambiguous
is there a way to ensure certain data never leaves a specific geographic region,4,compliance_legal,hand_crafted
"can you add keyboard shortcuts to your UI, our agents live in this tool all day",3,feature_request,hand_crafted
do you have a status page where we can check if there are ongoing incidents,6,general_inquiry,hand_crafted
how do I stop certain team members from seeing the billing section specifically,2,account_management,hand_crafted
we were told to set up a webhook during onboarding but the setup page doesn't match the docs,5,onboarding,hand_crafted
do you have native integrations with linear or notion or do we need zapier for that,6,general_inquiry,hand_crafted
can you confirm whether your infrastructure is hosted entirely within the EU for GDPR purposes,4,compliance_legal,hand_crafted
"our SAML cert just rotated, how do we update it without locking everyone out",2,account_management,hand_crafted
i need our full data export immediately - zip file of everything - we've made a decision,7,churn_risk,hand_crafted
"our team is fully remote across 6 timezones, does your support cover that or only business hours",6,general_inquiry,hand_crafted
"new account setup, the webhook we configured isn't firing at all during testing",5,onboarding,ambiguous
"the autopay failed last night and now the account shows past due, but card is valid",0,billing,hand_crafted
it would be incredibly useful if the API returned the agent assignment history not just current,3,feature_request,hand_crafted
our team is actively demoing competitors right now because of the reliability issues,7,churn_risk,hand_crafted
we're going to have a hard conversation internally about renewing if this isn't fixed this week,7,churn_risk,hand_crafted
need to know your breach notification timeline and who gets notified under your incident response plan,4,compliance_legal,hand_crafted
our legal team requires a subprocessor list before we can sign the DPA,4,compliance_legal,hand_crafted
we need the reports to be schedulable so they auto-send to stakeholders every monday,3,feature_request,hand_crafted
we need to know exactly which of your staff can see our customer data,4,compliance_legal,ambiguous
"we need to perform a right-to-erasure under GDPR for a former customer, what's the process",4,compliance_legal,hand_crafted
"leadership is losing patience and so am i, this is the last time i'm asking nicely",7,churn_risk,hand_crafted
"reports tab just shows a spinner forever, been like this since yesterday morning for all our users",1,technical_support,hand_crafted
we need the ability to create custom SLA policies per customer tier not just one global setting,3,feature_request,hand_crafted
bulk import keeps failing at exactly row 847 regardless of what data we put in the file,1,technical_support,hand_crafted
is there a public roadmap we can subscribe to for updates,3,feature_request,hand_crafted
we'd love conditional logic in your forms so irrelevant fields hide based on category,3,feature_request,hand_crafted
the search bar stopped returning results for anything older than 30 days overnight,1,technical_support,hand_crafted
"sent 4 follow up emails to our account manager with no response, extremely unprofessional",7,churn_risk,hand_crafted
"we're a startup of 8 people, is the starter plan enough or will we hit limits fast",6,general_inquiry,hand_crafted
our success manager said we'd get a kickoff call scheduled but we haven't heard anything after signing,5,onboarding,hand_crafted
can someone explain why our bill went up 23% this cycle with no plan changes,0,billing,hand_crafted
would really love a way to pin certain tickets to the top of the queue for my whole team,3,feature_request,hand_crafted
the product has gone downhill since the acquisition and the pricing just went up again,7,churn_risk,hand_crafted
"we've received a court order requesting all communications from user account X, how do we proceed",4,compliance_legal,hand_crafted
finance team says the amount debited doesn't match the quote we accepted in march,0,billing,hand_crafted
"our zapier integration triggers fired but nothing updated on your end, checked the zap logs they show 200 ok",1,technical_support,hand_crafted
"please add a way to bulk-archive tickets older than X days, doing it one by one is painful",3,feature_request,hand_crafted
"we're evaluating you alongside helpscout and intercom, what makes you different",6,general_inquiry,hand_crafted
rate limiting hitting us at 180 req/min when our tier should allow 500,1,technical_support,hand_crafted
how long does it usually take before we can go live? we have a deadline in 3 weeks,5,onboarding,hand_crafted
"our CTO just left the company and he was the only owner on the account, how do we take control",2,account_management,hand_crafted
"the system won't let me download our Q4 invoices, getting a blank page",0,billing,hand_crafted
we switched from annual to monthly plan two weeks ago but still got charged the annual rate,0,billing,hand_crafted
"after last night's deployment our SSO stopped working, redirects to a blank page",1,technical_support,hand_crafted
our ISO 27001 auditor is asking for your risk register or equivalent documentation,4,compliance_legal,hand_crafted
"our team uses desk phones for support too, does your system integrate with any VOIP providers",5,onboarding,hand_crafted
"the analytics charts don't show data older than 6 months, is this a limit or a bug",1,technical_support,ambiguous
"push notifications on android are delayed by like 4-5 hours, ios users are fine",1,technical_support,hand_crafted
are there any uptime SLA guarantees in the contract and what's the compensation if missed,6,general_inquiry,hand_crafted
any chance of a read-only link sharing option for specific reports without requiring a login,3,feature_request,hand_crafted
please confirm our cancellation date is end of month as I requested last thursday,7,churn_risk,hand_crafted
"we have a data discrepancy: dashboard shows 4,201 active users but the API returns 3,988",1,technical_support,hand_crafted
"hey our last receipt had a weird extra line item under 'platform fee' - never seen that before, what is it",0,billing,hand_crafted
"what would it cost to move down to the basic tier, weighing our options",6,general_inquiry,ambiguous
"migrating from zendesk, is there an automated way to move our ticket history over",5,onboarding,hand_crafted
"we just started and the API key we got doesn't work in production, returns 401",1,technical_support,ambiguous
we need a BAA signed before we can process any data through your platform,4,compliance_legal,hand_crafted
"our subsidiary needs its own contract and invoice, how does that work",0,billing,ambiguous
is there a way to see a log of who accessed what data over the last 90 days,2,account_management,hand_crafted
"what happens to our data if we decide to cancel, can we export everything",6,general_inquiry,hand_crafted
can we restrict which of our admins have access to audit logs,2,account_management,ambiguous
quick question - if we go over our monthly ticket limit do you auto-charge or just cap it,6,general_inquiry,hand_crafted
we have 3 employees who left - need their sessions terminated and access revoked right now,2,account_management,hand_crafted
"can we set it so only admin-level users can export data, regular agents shouldn't have this",2,account_management,hand_crafted
the contract is up for renewal in 6 weeks and right now i would not recommend renewing,7,churn_risk,hand_crafted
thinking about whether the enterprise features are worth what we're paying,7,churn_risk,ambiguous
our accountant is asking for a credit note for the overpayment in february,0,billing,hand_crafted
"just got access this morning, where do i even start - the dashboard is overwhelming",5,onboarding,hand_crafted
i've been a customer for 3 years and the service has gotten noticeably worse since your redesign,7,churn_risk,hand_crafted
our CFO needs a statement of account going back 18 months for the audit,0,billing,hand_crafted
roughly how much data storage does a team of 50 agents typically use per year,6,general_inquiry,hand_crafted
we need to add a new entity to our account that should be billed separately,0,billing,ambiguous
getting a 'session expired' popup every 20 minutes even though we haven't changed any timeout settings,1,technical_support,hand_crafted
whenever someone tries to @ mention a teammate in a comment it crashes the whole tab,1,technical_support,hand_crafted
our company was acquired and we need to migrate everything to the parent company's account,2,account_management,hand_crafted
we need guest access for external consultants that expires after 30 days automatically,2,account_management,hand_crafted
"any plans to add a kanban view option, the list view doesn't work well for our workflow",3,feature_request,hand_crafted
"i need VAT removed from our invoices asap, we're registered as VAT-exempt in ireland",0,billing,hand_crafted
"the CSV download for our user list is coming back completely empty, no headers even",1,technical_support,hand_crafted
your SLA says 4 hour response but we've been waiting 3 days on a critical issue,7,churn_risk,hand_crafted