Action Center
Every action is generated from evidence and waits for a human decision. Nothing here contacts customers or changes external systems.
Investigate engineering issue: App crash after phone update
53 conversations in the last 7 days vs 5 in the previous 7 days (+960%). 100% of these conversations are classified as bug reports.
Why this priority: Large recent volume with signals: new issue.
Investigate engineering issue: CSV import fails with 'Unsupported file encoding'
51 conversations in the last 7 days vs 0 in the previous 7 days. 100% of these conversations are classified as bug reports.
Why this priority: Large recent volume with signals: volume spike.
Investigate engineering issue: Users bounced back to login page after SSO
66 conversations in the last 7 days vs 24 in the previous 7 days (+175%). 82% of these conversations are classified as bug reports.
Why this priority: Large recent volume with signals: volume spike, resolution time increase.
Troubleshooting: How do we verify webhook signatures?
238 conversations. No knowledge-base article covers the key terms (webhook, signature, webhook signature, verify).
Why this priority: 238 related conversations; documentation gap type: missing.
Update “Configuring single sign-on (SAML and OAuth)” for release 4.2.0
121 conversations. “Configuring single sign-on (SAML and OAuth)” was last updated 2026-02-19, before release 4.2.0 changed this area on 2026-09-08.
Why this priority: 121 related conversations; documentation gap type: outdated.
Troubleshooting: Confused about the new seat-based pricing
79 conversations. No knowledge-base article covers the key terms (pricing, seat based, based, based pricing).
Why this priority: 79 related conversations; documentation gap type: missing.
Clarify “Session length and automatic logout”
94 conversations. “Session length and automatic logout” partly covers this topic, yet tickets take 1.7× the overall median resolution time.
Why this priority: 94 related conversations; documentation gap type: unclear.
Clarify “Why report totals differ from exports”
90 conversations. “Why report totals differ from exports” partly covers this topic, yet tickets take 1.8× the overall median resolution time.
Why this priority: 90 related conversations; documentation gap type: unclear.
Clarify “Salesforce sync troubleshooting”
83 conversations. “Salesforce sync troubleshooting” partly covers this topic, yet tickets take 2.8× the overall median resolution time.
Why this priority: 83 related conversations; documentation gap type: unclear.
Update “Importing records from CSV” for release 4.3.0
54 conversations. “Importing records from CSV” was last updated 2026-04-20, before release 4.3.0 changed this area on 2026-09-12.
Why this priority: 54 related conversations; documentation gap type: outdated.
Clarify “Understanding your invoice”
74 conversations. “Understanding your invoice” partly covers this topic, yet tickets take 2.4× the overall median resolution time.
Why this priority: 74 related conversations; documentation gap type: unclear.
Clarify “Installing the mobile app”
58 conversations. “Installing the mobile app” partly covers this topic, yet tickets take 3.7× the overall median resolution time.
Why this priority: 58 related conversations; documentation gap type: unclear.
Escalate account: Zephyr Learning
13 unresolved conversations in the last 14 days, 23 with negative sentiment and 7 escalation request(s). Provided customer metadata: enterprise plan, $5,080/month.
Why this priority: Unresolved volume and negative sentiment on the enterprise plan.
Escalate account: Nimbus Media
7 unresolved conversations in the last 14 days, 3 with negative sentiment and 1 escalation request(s). Provided customer metadata: enterprise plan, $21,510/month.
Why this priority: Unresolved volume and negative sentiment on the enterprise plan.
Escalate account: Fable Energy
6 unresolved conversations in the last 14 days, 8 with negative sentiment and 6 escalation request(s). Provided customer metadata: enterprise plan, $5,610/month.
Why this priority: Unresolved volume and negative sentiment on the enterprise plan.
Escalate account: Bluefin Media
4 unresolved conversations in the last 14 days, 8 with negative sentiment and 2 escalation request(s). Provided customer metadata: enterprise plan, $18,450/month.
Why this priority: Unresolved volume and negative sentiment on the enterprise plan.
Check whether release 4.2.3 is related to “App crash after phone update”
Release 4.2.3 (iOS home screen widget) shipped on 2026-09-07 in the same product area shortly before or during this increase. Timing overlap only; not a confirmed cause.
Why this priority: Same product area and overlapping timing.
Check whether release 4.3.0 is related to “CSV import fails with 'Unsupported file encoding'”
Release 4.3.0 (Streaming CSV import engine) shipped on 2026-09-12 in the same product area shortly before or during this increase. Timing overlap only; not a confirmed cause.
Why this priority: Same product area and overlapping timing.
Check whether release 4.2.0 is related to “Users bounced back to login page after SSO”
Release 4.2.0 (Stricter OAuth redirect URI validation for SSO) shipped on 2026-09-08 in the same product area shortly before or during this increase. Timing overlap only; not a confirmed cause.
Why this priority: Same product area and overlapping timing.
Create a support macro for “How do we verify webhook signatures?”
Agents answered 238 related conversations manually. A macro keeps answers consistent until the documentation is updated.
Why this priority: Repeated manual answers.
Create a support macro for “Users bounced back to login page after SSO”
Agents answered 121 related conversations manually. A macro keeps answers consistent until the documentation is updated.
Why this priority: Repeated manual answers.
Create a support macro for “Confused about the new seat-based pricing”
Agents answered 79 related conversations manually. A macro keeps answers consistent until the documentation is updated.
Why this priority: Repeated manual answers.
Create a support macro for “Logged out while working”
Agents answered 94 related conversations manually. A macro keeps answers consistent until the documentation is updated.
Why this priority: Repeated manual answers.
Create a support macro for “Report totals don't match export”
Agents answered 90 related conversations manually. A macro keeps answers consistent until the documentation is updated.
Why this priority: Repeated manual answers.
Create a support macro for “Salesforce integration failing”
Agents answered 83 related conversations manually. A macro keeps answers consistent until the documentation is updated.
Why this priority: Repeated manual answers.
Create a support macro for “Duplicate charge on credit card”
Agents answered 74 related conversations manually. A macro keeps answers consistent until the documentation is updated.
Why this priority: Repeated manual answers.
Troubleshooting: Pages loading slowly
46 conversations. No knowledge-base article covers the key terms (loading, slowly, loading slowly, page loading).
Why this priority: 46 related conversations; documentation gap type: missing.
Troubleshooting: Dashboard takes 30+ seconds to load
36 conversations. No knowledge-base article covers the key terms (slow, app slow, dashboard second, second load).
Why this priority: 36 related conversations; documentation gap type: missing.
Clarify “Refund policy”
40 conversations. “Refund policy” partly covers this topic, yet tickets take 2.8× the overall median resolution time.
Why this priority: 40 related conversations; documentation gap type: unclear.
Troubleshooting: Search results missing
23 conversations. No knowledge-base article covers the key terms (search result, result missing, result, search).
Why this priority: 23 related conversations; documentation gap type: missing.
Troubleshooting: Notifications arriving late
21 conversations. No knowledge-base article covers the key terms (notification arriving, arriving late, late, arriving).
Why this priority: 21 related conversations; documentation gap type: missing.
Troubleshooting: Search not working for some words
20 conversations. No knowledge-base article covers the key terms (word, working word, search working, search).
Why this priority: 20 related conversations; documentation gap type: missing.
Escalate account: Vantage Media
6 unresolved conversations in the last 14 days, 7 with negative sentiment and 2 escalation request(s). Provided customer metadata: pro plan, $1,000/month.
Why this priority: Unresolved volume and negative sentiment on the pro plan.
Escalate account: Willow Capital
6 unresolved conversations in the last 14 days, 3 with negative sentiment and 1 escalation request(s). Provided customer metadata: pro plan, $560/month.
Why this priority: Unresolved volume and negative sentiment on the pro plan.
Escalate account: Orbit Learning
4 unresolved conversations in the last 14 days, 8 with negative sentiment and 1 escalation request(s). Provided customer metadata: pro plan, $370/month.
Why this priority: Unresolved volume and negative sentiment on the pro plan.
Escalate account: Atlas Freight
4 unresolved conversations in the last 14 days, 3 with negative sentiment and 0 escalation request(s). Provided customer metadata: starter plan, $180/month.
Why this priority: Unresolved volume and negative sentiment on the starter plan.
Escalate account: Northwind Logistics
4 unresolved conversations in the last 14 days, 3 with negative sentiment and 2 escalation request(s). Provided customer metadata: pro plan, $900/month.
Why this priority: Unresolved volume and negative sentiment on the pro plan.