Following up on your support request
Email thread Harrowden Foods · support
Olivia Grant fixed a data loading problem and closed the ticket after Gemma Holt confirmed it. Gemma then asked how to add customer service within the 60 licensed users, and Olivia pointed her to Amara Obi.
What was said
What this says
Current to 13 Oct 26Olivia Grant fixed a data loading problem and closed the ticket after Gemma Holt confirmed it. Gemma then asked how to add customer service within the 60 licensed users, and Olivia pointed her to Amara Obi.
Ask: Gemma wants customer service on the brain and would rather not wait for a formal review. She believes the 60 licensed users leave room.
Customer view: She was relieved by the fix, which spared her an awkward conversation before the retailer review. Demand for access is growing internally.
Next: Olivia confirmed there is room and suggested starting with team leads. Amara may follow up on which sources the team needs.
The thread
Updated 9 Oct 26Messages
Olivia Grant 29 Jun 2026 17:29Hi Gemma, Just a quick note at the end of the day to say the problem you raised with us is fixed on our side. The data behind the view you flagged is loading again and the nightly refresh has run cleanly since. Could you have a look when you next get a moment and tell me whether it matches what you and the account managers expect to see? If anything still looks off, send me a screenshot of the page and the retailer you were looking at, and I will pick it up straight away. I will leave the ticket open until I have heard from you. Kind regards, Olivia Support Engineer, BB-Demo
Gemma Holt 30 Jun 2026 14:45Hi Olivia, Thanks for the quick turnaround, much appreciated. I checked this morning and it all looks right now. The account managers love it when the numbers just line up, and it saved me a very awkward conversation ahead of the retailer review. One other thing while I have you. More people keep asking for access, and I would like to get customer service on too. We are licensed for 60 users, so I think we have room, but can you confirm how I add them and whether anything else needs setting up first? I would rather not wait for a formal review if it is simple. Cheers, Gemma- Olivia Grant 2 Jul 2026 16:29Hi Gemma, Good to hear it is behaving. I will close the ticket now. On access: you do have room within the 60 licensed users, so adding customer service should be straightforward. Your admins can invite people from the users page, and I would suggest starting with the team leads so they can try it on a few real complaints before you open it up to everyone. If you want a hand deciding which sources customer service will need, Amara Obi, your customer success manager, is the right person. I have let her know you are keen, so she may be in touch about it. If you would rather not wait for her, reply here and I will walk your admin through the invites. Best, Olivia