Where documentation fails customers

Troubleshooting: How do we verify webhook signatures?

1. Webhooks include an X-Signature header: an HMAC-SHA256 of the raw request body using your endpoint secret
2. Make sure you compute the HMAC over the raw body before JSON parsing, using the secret shown on the endpoint page
3. I've shared a code sample for signature verification in Node and Python
4. When to contact support and what details to include

Agents repeatedly answer this manually; key terms (webhook, signature, webhook signature, verify) are not covered by existing articles.

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Update “Configuring single sign-on (SAML and OAuth)” for release 4.2.0

1. We've escalated this to engineering and will update you as soon as we know more
2. Please add the exact callback URL https://app.example.com/auth/callback to the allowed redirect URIs in Okta
3. Thanks for reporting
4. When to contact support and what details to include

Agents repeatedly answer this manually; key terms (sso, login, callback, sign) are not covered by existing articles.

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Troubleshooting: Confused about the new seat-based pricing

1. Pricing changes are prorated
2. Only active members count as seats
3. When to contact support and what details to include

Agents repeatedly answer this manually; key terms (pricing, seat based, based, based pricing) are not covered by existing articles.

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Clarify “Session length and automatic logout”

1. Admins can change the session length under Settings > Security
2. Please clear site data for app.example.com and sign in again; this refreshes the session cookie
3. When to contact support and what details to include

Agents repeatedly answer this manually; key terms (logged, session, logged minute, getting logged) are not covered by existing articles.

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Clarify “Why report totals differ from exports”

1. Reports exclude archived records by default
2. Reports use the workspace timezone while exports use UTC, which shifts records at month boundaries
3. When to contact support and what details to include

Agents repeatedly answer this manually; key terms (total, report, report different, different) are not covered by existing articles.

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Clarify “Salesforce sync troubleshooting”

1. The integration user needs 'Modify All' on the synced objects
2. That error comes from a validation rule in your Salesforce org
3. When to contact support and what details to include

Agents repeatedly answer this manually; key terms (salesforce, salesforce sync, sync, integration failing) are not covered by existing articles.

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Update “Importing records from CSV” for release 4.3.0

1. We're investigating import failures with engineering
2. Could you send us the file so we can take a look?
3. The importer now requires UTF-8
4. When to contact support and what details to include

Agents repeatedly answer this manually; key terms (csv, import, encoding, file) are not covered by existing articles.

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Clarify “Understanding your invoice”

1. The second line is a pending authorization that will drop off automatically
2. I can confirm a duplicate charge
3. When to contact support and what details to include

Agents repeatedly answer this manually; key terms (charged, duplicate charge, charge, duplicate) are not covered by existing articles.

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Troubleshooting: Pages loading slowly

1. Dashboards with many widgets load slowly; we recommend splitting them
2. We had elevated latency earlier today which is now resolved
3. When to contact support and what details to include

Agents repeatedly answer this manually; key terms (loading, slowly, loading slowly, page loading) are not covered by existing articles.

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Clarify “Installing the mobile app”

1. We've reproduced a crash on Android 15 and engineering is working on a fix
2. Could you send the app version and device model? We're collecting reports
3. When to contact support and what details to include

Agents repeatedly answer this manually; key terms (app crash, crash, android, app) are not covered by existing articles.

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Troubleshooting: Dashboard takes 30+ seconds to load

1. Dashboards with many widgets load slowly; we recommend splitting them
2. We had elevated latency earlier today which is now resolved
3. When to contact support and what details to include

Agents repeatedly answer this manually; key terms (slow, app slow, dashboard second, second load) are not covered by existing articles.

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Clarify “Refund policy”

1. Refunds for annual plans are prorated per our terms
2. I've processed a prorated refund for the unused period
3. When to contact support and what details to include

Agents repeatedly answer this manually; key terms (refund, cancel, cancel refund, want cancel) are not covered by existing articles.

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Troubleshooting: Search results missing

1. New records can take a few minutes to appear in search while indexing runs
2. Use quotes for exact-match search
3. When to contact support and what details to include

Agents repeatedly answer this manually; key terms (search result, result missing, result, search) are not covered by existing articles.

draft by mock · review before publishing

Troubleshooting: Notifications arriving late

1. Digest notifications are sent at 8am in each user's timezone; please check the profile timezone
2. There was a delay in our email provider queue this morning, which is now resolved
3. When to contact support and what details to include

Agents repeatedly answer this manually; key terms (notification arriving, arriving late, late, arriving) are not covered by existing articles.

draft by mock · review before publishing

Troubleshooting: Search not working for some words

1. Use quotes for exact-match search
2. New records can take a few minutes to appear in search while indexing runs
3. When to contact support and what details to include

Agents repeatedly answer this manually; key terms (word, working word, search working, search) are not covered by existing articles.

draft by mock · review before publishing