Executive Summary

Redicare has faced significant issues with two critical tickets. In 'Reports not loading,' the customer expressed strong frustration due to the prolonged delay in resolving a standard report issue, reaching a negative sentiment of 8. In 'Service Tasks deleted by Zuper Automation,' there was a critical data loss issue where service tasks were deleted unexpectedly, causing business risk and requiring multiple escalations without timely updates.

Highest distress point: Reports not loading — Negative Sentiment 8/10. The customer expressed strong frustration over the delay in fixing the 'Asset Submission' report, which was not loading.

Open Tickets

Pressing Issues

Reports not loading

Summary: Platform feature unavailable, 8 customer follow-ups, negative sentiment 8/10.

Background

The customer, Jeremy Parker from Redicare, reported issues with the "Asset Submission" report not loading, which had been functioning normally until recently. Initially, support acknowledged the issue and indicated that the engineering team was working on a fix. They requested patience while they investigated further.

As the conversation progressed, Jeremy expressed frustration over the lack of updates and reiterated that the issue persisted specifically with the "Asset Submission" report, while other reports were functioning correctly. Support initially suggested deleting any in-progress reports and attempting to generate the report again, but this did not resolve the issue.

After several follow-ups from Jeremy, support escalated the matter to engineering for a more thorough investigation. They continued to communicate that the engineering team was actively working on a solution. Ultimately, support confirmed that the engineering team was still addressing the issue and requested additional time for resolution, while assuring Jeremy that they would provide updates as they became available.

Service Tasks deleted by Zuper Automation

Summary: Data loss reported, 5 customer follow-ups, negative sentiment 5/10.

Response gap analysis: There was a 6-day delay after engineering re-escalated the critical data loss issue before support confirmed completion. The customer experienced a prolonged wait for resolution on a critical module with data loss, reflecting poor handling quality.

Timeline:

• 2026-03-16 04:00 EST — Customer: Jeremy Parker: Customer reported automation deleting service tasks.
• 2026-03-16 04:45 EST — Support: Aaron Edwin: Support acknowledged the issue with automation.
• 2026-03-16 05:00 EST — Support: Aaron Edwin: Internal note marked for validation.
• 2026-03-18 06:15 EST — Customer: Jeremy Parker: Customer followed up on job category update. +2 days gap
• 2026-03-18 09:30 EST — Support: Aaron Edwin: Support confirmed ongoing work on the request.
• 2026-03-20 02:55 EST — Support: Manjusha K: Internal note created task in draft status. +1 days gap
• 2026-03-20 03:12 EST — Support: Manjusha K: Support requested more time for updates.
• 2026-03-20 09:13 EST — Support: Hari Prasath: Internal note moved from Open.
• 2026-03-23 02:40 EST — Support: Manjusha K: Internal note escalated for review. +2 days gap
• 2026-03-23 02:55 EST — Support: Kishore Srinivasan: Support coordinated with the concerned team.
• 2026-03-24 03:30 EST — Support: Hari Prasath: Support appreciated customer's follow-up.
• 2026-03-24 04:00 EST — Support: Travon G: Internal note re-escalated.
• 2026-03-24 04:15 EST — Support: Travon G: Internal note approved.
• 2026-03-31 05:00 EST — Support: Manjusha K: Support confirmed request completion. +6 days gap

Background

> Customer had to chase multiple times without receiving a resolution timeline, and the issue was marked as completed without confirmation.

The customer reported an issue with the automation logic in the Zuper system, specifically regarding a newly created job category called "Inventory Check-in." They noted that the service task associated with this category was being deleted by the automation whenever the job was updated, which was not the intended behavior since this category should not require asset associations.

Initially, support acknowledged the issue and communicated that the engineering team was actively working on it. They reassured the customer of ongoing updates and requested patience. As the customer continued to follow up for updates, support escalated the issue multiple times to ensure it received the necessary attention.

After several exchanges, support confirmed that the engineering team had made progress and requested the customer to review the changes made. The final communication indicated that the requested changes to the automation logic had been implemented, allowing service tasks to persist for the "Internal" job category, even without asset associations.

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