9 Oct 26Normal priorityPending
Euan Drummond reports that some employer records show a payroll deadline that differs from his payroll system, which he says is correct. Bethan Lister…
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
The nightly refresh did not finish, leaving Brinkerhof Distributie data two days old and blocking account managers. It was escalated to Ewan Pryce and is still…
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 26Normal priorityPending
Lorna Cairns asked whether the annual invoice matches the £110,000 agreed and whether it is billed in advance. BG-Demo billing is checking the amount and terms…
8 Oct 26High priorityOpen
Meredith Sullivan reported one source has stopped loading new study issues and calls, so sponsor views are behind. Bethan Lister reproduced it, but no cause is…
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 priorityPending
Rachel Feldman reported several new finance users cannot see sponsor invoices, and suspects the single sign-on group permissions. Ruth Okoro asked for two user…
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
Dashboard pages were taking 30 seconds or more to load with no errors. Olivia Grant asked which dashboard, date range and record volume were involved, and the…
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 could not see three new team members in the user directory. Bethan Lister found a pending sync and triggered it on 9 Oct 2026; the ticket is…
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 priorityPending
Two records appear twice on the support dashboard, and one copy shows the wrong customer name. Status is pending, with the first response at 199 minutes.…
6 Oct 26Normal prioritySolved
Julia Obermaier asked for installer tickets, usage and renewal dates on one screen. Bethan Lister proposed a saved view using the contract end date, and the…
6 Oct 26Normal priorityPending
Branch trade account pages load slowly only with the branch filter on and a long order history. The query is with the platform team, and no timeline has been…
6 Oct 26Normal prioritySolved
Tariq Mahmood asked how to share a saved view with another team without giving admin rights. Kate Ormerod explained it is done on the view itself, and the…
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. BG-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
Searching retailer accounts by name returns the same record several times, and the customer has confirmed this across its tests. The bug is still open, with no…
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…
30 Sep 26Low priorityPending
A shipper's loads appeared twice when searched by customer. Olivia Grant is checking how the duplicates were created. The ticket is still pending, with one…
29 Sep 26Normal prioritySolved
Rachel Feldman reported the studies page for the largest sponsor is slow in more than one browser, and staff are going back to spreadsheets. Bethan Lister…
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 26Normal priorityClosed
Belinda Moss asked how to see a store's account, delivery queries and credit position on one page. Kate Ormerod asked for details, and the record does not show…
24 Sep 26Normal priorityOpen
Rosalind reported visits from last week showing against the wrong farm. The ticket is open, the cause is unconfirmed and BG-Demo is waiting for a farm example…
24 Sep 26Low priorityClosed
Kirsty Hepworth asked for a single view of school members with policies, claims and calls. BG-Demo added it to the feature request list, and the customer asked…
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 26Low priorityClosed
Chris asked for orders and complaints for the same retailer on one screen. Logged as a feature request with no delivery date. Closed 29 Sep 2026. Problem: The…
23 Sep 26Low priorityClosed
Sajid requested a view showing orders, complaints and invoices together for each brand. Logged as a feature request with no delivery date. Closed 2 Oct 2026.…