9 Oct 26Normal priorityPending
Request to provision access for new member operations team hires; seeking rapid onboarding. Problem: Clare Huddleston requested access for new member…
9 Oct 26High priorityPending
Nightly refresh failed; data stale for 48 hours, blocking account managers from accessing current information. Olivia Grant identified connector sync failure.…
9 Oct 26High priorityPending
Natasha, newly arrived at Hollowmere, asked how to set up recurring weekly reports for a commissioner. Support suggested building as a dashboard for…
9 Oct 26Low priorityPending
Niamh Costello requested a dashboard consolidating broker performance metrics (calls, meetings, orders, pipeline) for quarterly reviews with distribution…
8 Oct 26Urgent prioritySolved
Payment processor connector stopped syncing transaction data; Olivia Grant diagnosed an authentication failure caused by API key rotation during a security…
8 Oct 26High priorityPending
Duplicate customer account records appearing after customer data import; Kate identified source connector issue, customer action pending on data cleanup.…
8 Oct 26Normal priorityPending
Linnea Holm reported duplicate customer records appearing in the customer view and affecting dashboards. Olivia Grant requested specific examples to…
7 Oct 26Normal priorityOpen
Eleanor Pickering reported the chat window not appearing on customer detail and ticket history pages. Bethan Lister picked it up and asked for a screenshot to…
7 Oct 26Normal priorityPending
Josh Pearce reported dashboard queries much slower than 2 weeks prior, with pages taking 30+ seconds to load. Olivia Grant asked for diagnostic details. Ticket…
7 Oct 26Low priorityOpen
Ciara asked how to export client accounts with linked invoices for sharing with operations. Olivia directed her to the CSV export from search results. Problem:…
7 Oct 26Low prioritySolved
Liam requested ability to schedule recurring searches to save time on regular queries. Bethan logged request with product team for future consideration.…
7 Oct 26Normal priorityOpen
Femi Olatunji asked how to set up role-based access controls so different teams see different dashboards. Bethan Lister guided him through the admin settings…
7 Oct 26Normal priorityOpen
Femi Olatunji unable to provision three new team members (merchant onboarding and support teams, added to Slack and Google Workspace) in the brain's user…
7 Oct 26Normal priorityPending
Neil Ashworth requested access provisioning for a new account manager in the North region. Olivia Grant confirmed she can provision the account same day once…
7 Oct 26Normal priorityOpen
Dashboard queries were slow during the morning refresh window when capacity calls were scheduled. Bethan Lister provided a cache workaround and escalated for…
6 Oct 26Normal prioritySolved
Philipp Schulz asked to add a new colleague and grant dashboard-specific access permissions. Kate Ormerod provided guidance. Ticket solved in two days.…
6 Oct 26High priorityOpen
Ruben Dekker requested guidance on exporting merchant metrics from dashboards for monthly leadership reporting; Bethan Lister provided two-step process using…
6 Oct 26Normal priorityPending
Some member records lack assigned scheme information, crucial for partner management; data quality issue requires investigation. Problem: Phil flagged that…
6 Oct 26High priorityPending
Dashboard widget rendering too narrow after layout adjustment; text clipping prevents reading; page refresh and browser zoom do not resolve; escalated to…
6 Oct 26Normal prioritySolved
Johan Berglund requested item-level order history with returns and channel data for customer service calls. Bethan Lister confirmed the request and passed it…
5 Oct 26Normal priorityOpen
Niamh Costello identified duplicate broker records appearing in the brain from a single clean source. Olivia Grant is investigating connector configuration and…
2 Oct 26Low prioritySolved
Customer requested automated scheduled reports to email (weekly collections summary). Kate confirmed it is on the roadmap but not committed. Customer engaged…
2 Oct 26Normal priorityPending
Lindsay reported intermittent slowness on complex queries against large incident datasets starting 2 Oct 2026. Sometimes fast, sometimes slow; she asked if it…
2 Oct 26Low priorityPending
Customer asked how to search for matching records across systems. BB-Demo support provided guidance on using the cross-query feature with filtering. Problem:…
2 Oct 26Low priorityPending
Toby reported the Salesforce connector stopped syncing new deals a week ago. Olivia found no successful syncs for a while and asked about API key rotation and…
1 Oct 26High priorityClosed
Abbie asked how to build a dashboard showing claims by location and monthly trends. Kate provided specific instructions on using grouping and date fields and…
1 Oct 26Normal priorityOpen
Duplicate search results for retailer accounts persisting as of 9 Oct 2026. BB-Demo investigating; customer testing different search methods. Possible…
1 Oct 26High prioritySolved
Sanne Bakker reported the eleventh refresh SLA breach since going live. Bethan escalated to Ewan Pryce, who identified the root cause as inefficient query…
29 Sep 26High priorityClosed
Dana reported the main connector offline causing total data flow loss. Bethan identified that IT had rotated the API key for security without coordinating with…
28 Sep 26Normal priorityClosed
Ryan requested the ability to export dashboard results to CSV and Excel files for external sharing and monthly reviews. Olivia passed the request to the…
28 Sep 26Normal priorityClosed
Dana reported duplicate lease records in search, with one copy from CRM and one from contracts system affecting reporting accuracy. Olivia identified and fixed…
24 Sep 26High priorityClosed
Hospital data connector stopped syncing after last successful load. Sync failures every cycle since. Olivia Grant found authentication error in logs; cause…
24 Sep 26Low priorityClosed
Customer requests CSV export from delivery reports including custom fields for vehicle type and time windows, currently extracted manually into spreadsheets…
24 Sep 26Normal prioritySolved
Callum Reid asked how to query and export claims linked to a specific submission with status and reserve figures. Took 256 minutes to first response; ticket…
24 Sep 26Low priorityClosed
Customer requested ability to filter bordereaux by underwriting year for capacity planning. Field existed in Salesforce source but wasn't exposed in dashboard…
23 Sep 26Normal priorityClosed
Allison Pereira requested provisioning of twelve new users with SSO for a client service team before open enrolment; Bethan Lister confirmed Growth tier…
23 Sep 26Low prioritySolved
Linnea Holm asked how to add custom calculated columns to dashboards. Olivia explained how to use the formula editor to create calculated columns from existing…
23 Sep 26Normal priorityClosed
Operations Analyst asking best practice for dashboard architecture (one master or separate per depot) and access control model. Bethan recommended one master…
22 Sep 26High priorityClosed
Customer asked how to filter search results by date range to find disputes. Kate provided clear guidance on using the date filter in the search interface.…
22 Sep 26Normal priorityClosed
Customer reports that query performance is degrading as more users run queries. Bethan provides best practices for optimization including date filtering, saved…
22 Sep 26Normal priorityClosed
Date range filter in dashboard builder throws Invalid parameter error when filtering by last 30 days, blocking dashboard creation. Problem: Dashboard builder…
22 Sep 26Low priorityOpen
Carrowkeel Software reported product usage connector stopped syncing data around 22 Sep 2026. Bethan Lister first responded in 682 minutes. Siobhán Nolan found…
21 Sep 26High priorityClosed
Megan Statham requested access setup for a newly joined team member. Bethan Lister provided provisioning instructions. Problem: Standard user onboarding…
21 Sep 26Normal priorityOpen
Trent tested a new intake coordinator role with dashboard exclusions and field visibility. Olivia confirmed the configuration; Trent was preparing to reconcile…
21 Sep 26Normal priorityClosed
Nicole Hayes requested adding three more users but Tallowfield is at 15-user Starter limit. Upgrade required; customer indicated this quarter timing. Problem:…
18 Sep 26Low priorityClosed
Stale data in dashboards blocking same-day distributor decision-making. Support identified MySQL connector timing out on nightly refresh for three consecutive…
18 Sep 26Normal priorityClosed
Linnea Holm requested the ability to export filtered dashboard views to Excel or CSV. This would allow teams to share insights in spreadsheets for weekly…
18 Sep 26High priorityClosed
Josh reported timeout errors when exporting thousands of records from the incidents dashboard. Support diagnosed a timeout limit on large exports and escalated…
17 Sep 26High priorityClosed
Brittany Hayes reported call recorder connector down, blocking support team access. Olivia Grant diagnosed API key failure, likely from credential rotation,…
17 Sep 26Low priorityClosed
Ben requested assistance with adding a new user to the brain. Bethan handled the standard user provisioning process. Problem: IT Systems Officer needs to add a…