Name That Type
"My reports dashboard is showing an error and I can't see any of my charts."
Dashboards & Reports
This ticket type had the most cases this year — over 150 — and is also one of the fastest to close.
Permissions / Profiles
This ticket type takes the longest to resolve — nearly 30 business hours on average.
Dashboards & Reports
Setting a case to this status triggers an automated email to the client AND timestamps our response time.
Working
This Left Main product, known for deployment automation, has its own dedicated ticket type.
Swantide
A brand-new agent was hired today and needs access to Left Main features in Salesforce.
Permissions / Profiles
Before the recent cleanup, this single value was a catch-all that held over 40% of all cases.
Other
This third-party integration ticket type averages ~25 hours to resolve — second slowest on the board.
Docusign
Use this status when a client needs to share their Salesforce login or subscriber access before the team can proceed.
Waiting for Access
Einstein Case Classification was trained to auto-predict these two fields when a case comes in.
Priority and Ticket Type
"When I click to convert this lead, I get an error and it won't go through."
Can't Convert / Create
These 3 are tops in case Volume
Permission/Profiles, Cadences, and Integrations
This percentage of escalated cases since February were escalated the same day they came in — within 8 hours.
35%
This status means the case is done on the team's end — they're just waiting on the client to confirm before closing.
Waiting for Client Approval
Select this ticket type when a client requests help "Mass deleting leads "
Data Management
A client's automated follow-up texts stopped sending after Step 2 of their outreach sequence.
Cadences
This ticket type has 87 cases YTD — not the highest volume, but combined with its 30-hour resolution time, it's the biggest drag on the queue.
Dashboards & Reports
This ticket type is the absolute fastest to resolve at just 5.4 hours — less than one business day.
DispoSignals
If a client doesn't respond to "Waiting for Client Approval," the case auto-closes after this many business days.
3?
A client emails: "My Zapier zap was working fine but stopped triggering when a new lead is created in Salesforce."
Integrations
"My DealSignals stopped pulling in new leads after the weekend."
DealSignals
Number of Support Cases escalated to the dev team.
37
Permissions/Profiles is #1 in volume AND one of the fastest. Name the other high-volume type (60+ cases) that also resolves in under 13 hours.
Phones
This status triggers the Survey email
Closed
"I need help in verifying email domains for my team."
Salesforce Feature