FURLENCO / All Tech Help Intel

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Open Issues

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Opened This Period

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Closed This Period

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Escalations Open

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Avg Closure (hrs)

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resolved tickets

Top L1 Buckets—

Status Breakdown

Priority

Vertical

Monthly Trend

Volume Intelligence

Issue Volume

Bucket Composition

Daily Heatmap (all buckets)

Issue Taxonomy — L1 + L2 Drilldown

👆 Click any bucket row to drill into sub-buckets, QA defects & customer tickets.

L1 Buckets—

Select a bucket

Click a bucket on the left

Click a bucket to see QA defects

Click a bucket to see tickets

Assignee Backlog & Velocity

Open tickets, closure rate, and cycle time per person. Click any name to see their ticket list.

Team Backlog —

Assignee ↕	Open ↕	Opened (period) ↕	Closed (period) ↕	Closure Rate ↕	Escalations ↕	SLA Breach ↕	Avg Cycle (hrs) ↕

Escalation Queue

Active escalations, oldest first. Red = >4 days, Amber = >2 days since creation.

Open Escalations

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Avg Age (days)

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Resolved (period)

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Esc Rate

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of total open

Active Escalations—

Escalations by Bucket

Escalation Trend

Interactive Explorer

Free-form search and filter across all tickets.

⚙ Filters —

Escalated only SLA breach only

Jira ID	Summary	Bucket	Sub-Bucket	Status	Priority	Assignee	Team	Created	SLA

🎯 Top Problem to Solve

PRIORITY #1

Ranked by ATH ticket volume + open backlog burden. CX contacts & NPS are directional signals to confirm priority — fix the ATH bucket, the downstream noise clears.

ATH Backlog — Bucket Priority Stack 1,093 tickets · Apr 1–May 27

Bucket

Total

Open

Open %

Esc.

Trend

🔴 #1 — Refund (213 tickets) 23% escalated

Open backlog

43

20% still open

Escalated

49

highest abs. esc. count

Core problem: Refund requests are not getting resolved at L1 — 23% escalate and 20% stay open. NPS data shows "Refund amount clarity" (713) and "Timely refunds" (633) as top billing complaints. Customers don't know the status once they raise a ticket.

What to build

In-app refund status tracker + auto-notification on refund milestones → eliminate "where's my refund?" contacts entirely.

🟡 #2 — Unable to Renew (184 tickets) 10% escalated

Open backlog

21

11% still open

Apr → May

↓33%

122 Apr → 62 May (adj.)

Core problem: Payment failures during renewal are the top driver. Customers with outstanding dues (linked to Collection spike) are blocked from renewing — the two problems are connected. NPS Q3: "Subscription Renewal" pain = 2,403 responses.

What to build

Retry flow with alternative payment + clear outstanding dues inline during renewal → unblock self-serve completions.

Bucket Volume — Apr vs May

Open Backlog % by Bucket

📡 Directional Signal — CX Contact Spike Confirms ATH Priority supporting evidence, not primary metric

Collection CX contacts — monthly trend + Jun est.

778% MoM — Collection Contacts (Apr→May)

5,477 contacts = 81% of May CX volume. These are customers who can't understand their dues → not an ATH issue but a product transparency gap that creates ATH tickets downstream.

Other Contact Categories Improving

Scheduling ↓62%, Account Not Found ↓71%, Refunds ↓60%. Collection is an isolated spike, not systemic CX quality degradation.

NPS Smoking Gun — 570 Survey Responses

Q9 survey: "Clarity about Outstanding Dues" = 570 customers. Voice of customer confirms the in-app transparency gap driving both Collection contacts and ATH payment/refund tickets.

🛠 What to Build — Prioritised Fixes

1 · Refund Status Tracker

In-app refund status with automated milestone notifications. Eliminates "where's my refund?" contacts. Attacks the #1 ATH bucket (213 tickets, 49 escalations).

ATH impact: ↓40% Refund tickets

2 · Outstanding Balance Clarity

Show itemised outstanding dues + payment history in-app. Attacks both Collection contacts (5,477/mo) and Incorrect Outstanding ATH bucket (74% open rate — worst in backlog).

ATH impact: ↓60% Incorrect Outstanding

3 · Renewal Unblock Flow

Show outstanding dues inline during renewal attempt with retry + ALT payment option. Unblocks #2 ATH bucket (184 tickets). Connected to fix #2 — same root cause.

ATH impact: ↓30% Unable to Renew

Combined ATH Impact Estimate — if all 3 are shipped

Refund (213) + Unable to Renew (184) + Incorrect Outstanding (19) + Others Payment (137) = 553 tickets (51% of all ATH volume) are addressable with these 3 fixes. At current avg resolution cost, that's ~553 tickets/8-week window that won't exist after shipping. NPS Detractors driven by billing/refund/dues pain (28% of 225K = 62K customers) will improve meaningfully.