Support Reality — 2026-03-04

📡 Support Reality · Ready to Post

Scope: Support mailbox only (Onboarding excluded — separate prompt).
Data pipeline fixed: All three Hevo failure modes from Feb 25 are resolved. Support backlog is 15 real open tickets (all confirmed). Ghost tickets purged. Denormalized table current.
Volume steady: 28 new support conversations this week vs 25 prior (+12%). Kyla handled 18/20 responded tickets (90%); Brent handled 2.
Closures strong: 37 support tickets closed this week vs 16 prior (+131%) — backlog is being cleared aggressively.
First response regressed: Median 6.1h vs 2.45h prior (+149%). Driven by 3 tickets >24h first reply (#14056 at 89h worst).
8 tickets need action now (AGENT_WAITING, thread-audited). 7 are CUSTOMER_WAITING. No ghosts.
2 confirmed update-cadence breaches: #13939 (5d, s3, Kyla — customer asked today about pricing fix) and #13986 (7d, s4, Kyla — customer asked about Option 2 costs).
~25% of 7d tickets untagged — all from the last 48h. Tagging discipline slipping on new inbound.
Top risk: #13939 (Price Display, Maxnet, s3, 30d open, customer replied today) — needs same-day response.

Week at a Glance

Feb 25 – Mar 4

28

New conversations (Support)

+12% (25 prior)

37

Closures (Support, proxy¹)

+131% ✅ (16 prior)

6.1

Median first response (h)

+149% ⚠ (2.45 prior)

46.9

Median resolution (h, proxy¹)

— ² (3.4 prior)

15

Support backlog

— (— prior)

Delta from Feb 25 Report Pipeline fix · Ghost purge · Scope change

BQ Convos

2,692→4,695

Open Tickets

~150 (inflated)→15

Ghosts

3+ confirmed→0

Denorm Table

Frozen Feb 5→Current Mar 4

Onboarding

Mixed in→Excluded

Customer-Risk Tickets

8 AGENT_WAITING

19

Price Display Issue

#13939 s3 AGENT_WAITING 30d

Zee Khan (Maxnet)

▸

Customer replied today asking if pricing changes took effect. 33-thread conversation.

confirm pricing fix status

Kyla

Mar 5

19

Kuzco Course-correcting

#13965 s2 CUSTOMER_WAITING 27d

Katy (Kuzco)

▸

Meeting scheduled. Customer said thank you Feb 20. Ball in customer's court.

Monitor — no action needed

—

Monitor

15

SOW/Go-live Request

#13972 s3 CUSTOMER_WAITING 26d

Pavani (Progressive)

▸

Kyla replied today with SOW details. Waiting on customer.

No action — just replied

—

Monitor

15

eCat Freight Calc

#13967 s3 CUSTOMER_WAITING 27d

Kayla (Palecek)

▸

Config update sent Feb 23. Eng project. Waiting on customer validation.

No action — waiting

—

Monitor

14

Surcharge/Discount

#13986 s4 AGENT_WAITING 22d

Harris

▸

Customer asked about Option 2 costs on Mar 2. No reply for 2 days.

respond re: Option 2 pricing

Kyla

Mar 5

10 more tickets #13925 · #14070 · #13907 · #13912 · #14056 · #14040 · #14065 · #14081 · #14073 · #14082

14

SuperCat Training

#13925 s4 CUSTOMER_WAITING 42d

Kylor (internal)

▸

Active training support project. Meeting scheduled. Agent replied Feb 27.

No action — scheduled

—

Monitor

13

Order Edit Bug

#14070 s3 AGENT_WAITING 26h

Gangyong Yu

▸

eCat crashes when editing orders. Customer provided username and debug info. L3/eng.

review debug info, escalate to eng

Kyla

Mar 5

12

Netsuite Integration

#13907 s4 CUSTOMER_WAITING 36d

Pavani (Progressive)

▸

Eng project (REST→JSON). Agent replied Feb 6. Waiting on eng.

No action — eng project

—

Monitor

11

eCat Carrier Info

#13912 s4 CUSTOMER_WAITING 35d

Morgan (Braxton Culler)

▸

Feature request logged on Jira. Customer acknowledged.

No action — on roadmap

—

Monitor

9

Placement Training

#14056 s4 AGENT_WAITING 5d

Nathen (Maxim Group)

▸

Customer proposed Mar 10 at 10am Central. Needs confirmation.

confirm meeting time

Kyla

Mar 5

8

Fw: Ecat ?

#14040 s4 CUSTOMER_WAITING 7d

Stacie (Furniture Classics)

▸

Agent resolved. May be closeable.

Close if no follow-up needed

—

Mar 5

7

Capital Lighting Orders

#14065 s4 AGENT_WAITING 44h

Tim (Capital Lighting)

▸

Customer sent additional attachment today. Kyla investigating with eng.

discuss with eng, respond

Kyla

Mar 6

6

Removing Moe's from login

#14081 AGENT_WAITING 15h

Scott

▸

Customer wants discontinued Moe's removed from eCat login. No response yet.

handle removal or respond

Support

Mar 5

5

Terms Field Display

#14073 s4 AGENT_WAITING 22h

Leonardo (Fine Art)

▸

Customer asking about Terms field visibility on customer card.

respond with guidance

Support

Mar 5

5

Old Quotes Submitted

#14082 AGENT_WAITING 3h

Alan (Currey & Co)

▸

Customer asking about preventing old quote submissions after price increases.

respond with options

Support

Mar 5

SLA Breaches

5 breaches out of 20 responded tickets (25%).

1st Resp#14056 Placement Training88.7h/ 24hOpen

1st Resp#14055 Maintenance Schedule68.3h/ 24hClosed

1st Resp#14062 Delegation26.9h/ 24hClosed

1st Resp#14065 Capital Lighting Orders25.0h/ 24hOpen

1st Resp#14064 Delete Elk Lighting24.3h/ 24hClosed

Update-Cadence Breaches (AGENT_WAITING only)

Cadence#13986 Surcharge/Discount— Harris7d/ 48hOpen

Cadence#13939 Price Display Issue— Zee Khan (Maxnet)5d/ 24hOpen

Backlog Health

15 open · as-of 03 04

3

0–24h

2

24–48h

0

48–72h

1

3–7d

1

7–14d

8

14d+

8

AGENT_WAITING

Need action — see Risk Table

7

CUSTOMER_WAITING

Ball in customer's court

Inbox Themes

5 patterns from 28 tickets

1

User Access & Credential Management

#14046, #14048, #14049, #14059, #14081

▸

Customers blocked from accessing eol/eCat platforms. Repeated manual password resets and user creation issues.

Root driver: No self-service password reset or user provisioning workflow for end users.

Fix

Implement self-service password reset in eol; add admin-facing user provisioning docs to KB.

2

Data Import & Sync Failures

#14050, #14052, #14058, #14067, #14077, #14079

▸

CSV import errors and slow platform performance blocking daily operations. NetSuite scheduled imports broke Feb 27.

Root driver: CSV encoding issues (UTF-8 vs other); JYC auto-import generating recurring errors.

Fix

Add CSV format validation at upload with clear error messages; investigate JYC recurring import failures for permanent fix.

3

eCat App Stability & UX

#14063, #14070, #14082, #14083

▸

App crashes during order editing (#14070 — s3/l3), login screen confusion after update, stale quotes being submitted.

Root driver: Recent app update changed login flow without customer communication; order editing has a crash-loop bug.

Fix

Eng to prioritize #14070 crash fix; add in-app release notes for UI changes; add quote expiration controls.

4

Pricing & Order Discrepancies

#14060, #14065, #14066

▸

Discount calculations wrong for Schonbek ordering; confirmed market orders missing from Capital Lighting's historical list.

Root driver: Pricing configuration complexity; potential data integrity issue with confirmed orders not persisting.

Fix

Eng to investigate missing orders (#14065 — l2); add order confirmation audit logging.

5

Training & Config Questions

#14055, #14056, #14062, #14073

▸

Training sessions delayed; customers waiting for scheduling confirmation. Config questions about field visibility.

Root driver: Training scheduling is manual and ad-hoc; KB gaps on field configuration.

Fix

Set up Calendly or equivalent for training scheduling; document customer card field configuration in KB.

Volume & Substance

28 Support tickets · 7d cohort

Severity

s4 - low19

s3 - medium3

(untagged)6

Level

l1 - frontline18

l2 - internal collab2

l3 - engineering2

(untagged)6

Product

admin console16

ecat4

eol2

(untagged)6

Type

user management5

sales and finance4

data-sync imports and exports4

training4

orders invoices and pmt integration3

bug1

manual work1

(untagged)6

Action Plan

1

Respond to #13939 (pricing fix confirmation) — highest risk AGENT_WAITING ticket

Kyla

Mar 5

2

Respond to #13986 (Option 2 pricing question from Harris)

Kyla

Mar 5

3

Escalate #14070 (eCat crash on order edit) to engineering with debug info

Kyla → Eng

Mar 5

4

Respond to 3 no-reply tickets (#14073, #14081, #14082)

Kyla/Brent

Mar 5

5

Confirm #14056 meeting time (Mar 10, 10am Central)

Kyla

Mar 5

6

Tag 6 untagged Support tickets from last 48h

Kyla

Mar 5

7

Investigate #14065 (Capital Lighting missing orders) with eng

Kyla → Eng

Mar 6

8

Fix JYC recurring import errors permanently (3 auto-close tickets this week)

Eng

Mar 7

9

Add closed_at and assignee_id to connector or build scheduled enrichment query

Eng

Mar 14

10

Set up training scheduling tool (Calendly or similar)

Kyla / Kjael

Mar 14

Agent Activity

7d cohort · Support only

KB

Kyla Bosch

18 conversations · 35 messages · 90% of volume

BS

Brent Sanders

2 conversations · 2 messages · 10% of volume

Classification Hygiene

7d cohort · 28 tickets

21%

Severity Missing

21%

Level Missing

21%

Product Missing

21%

Type Missing

All 6 untagged tickets:

#14075

Export to Excel

Open · 21h

s4/l1/ecat/bug

#14077

Import error (JYC)

Closed · 8h

s4/l1/admin-console/data-sync

#14079

Import error (JYC)

Closed · 5h

s4/l1/admin-console/data-sync

#14081

Removing Moe's

Open · 15h

s4/l1/eol/user-mgmt

#14082

Old Quotes

Open · 3h

s4/l2/ecat/feature-request

#14083

Log in screen

Open · 2h

s4/l1/ecat/training

Ball-in-Customer's-Court

7 tickets · NOT breaches

#13907

Netsuite Integration

Pavani (Progressive)

Eng project; waiting on customer/eng

#13912

eCat Carrier Info

Morgan (Braxton Culler)

Feature request on roadmap, acknowledged

#13925

SuperCat Training

Kylor (internal)

Meeting scheduled

#13965

Kuzco Course-correcting

Katy (Kuzco)

Meeting scheduled; waiting on client

#13967

eCat Freight Calculation

Kayla (Palecek)

Config fix sent

#13972

SOW/Go-live Request

Pavani (Progressive)

Agent replied today

#14040

Fw: Ecat ?

Stacie (Furniture Classics)

Agent resolved

Data Quality

Guardrails Applied

PASS — Status staleness: 2 of 15 open support tickets are unverified (both <15h old, new inbound)

PASS — Deletion blindness: zero ghost tickets detected; previously confirmed ghosts purged

INFO — Thread-level audit: performed on all 15 open support tickets

INFO — Connector limitations: active — closed_at and assignee_id always NULL