Limits, troubleshooting & FAQ
Limits and constraints
| Constraint | Behaviour |
|---|---|
| One open alert per account segment change | Repeat runs deduplicate rather than stack |
| Health scoring is a computed aggregate | It has no per-user owner, so it is not narrowed by data scope the way a ticket is |
| Playbooks assign, they do not send | A playbook creates internal tasks; it never emails the customer on its own |
| The helpdesk queue is a different table from SM tickets | Reporting across both means querying both |
| A renewal without a source contract has no end date to work from | Create the contract first, or the pipeline date is manual and drifts |
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| Every account scores the same | Scoring configuration is empty or all weights equal | Configure components and weights under Settings |
| An alert reappears after being resolved | The segment changed again — that is a new event, not a duplicate | Check the alert’s previousSegment |
| A playbook created no tasks | The template has no tasks, or the account has no CS owner to assign to | Assign an owner; check the template |
| A CSM sees an empty health list | Data-scope tier own and no accounts assigned to them | Assign accounts, or widen the tier |
| Renewal dates look wrong | They came from a contract that was amended | Check the contract’s effective end date, including annexes |
| Helpdesk tickets missing from a service report | Two separate queues | Service reports read /service-management/tickets |
Frequently asked questions
What’s the difference between a Helpdesk ticket and a Service Management ticket?
They’re two separate queues on two separate tables. The Helpdesk (Customer Success → Helpdesk) handles general customer support requests. Service Management tickets are for formal, often billable service engagements — contracts, timesheets, SLA-backed delivery. A Helpdesk ticket can be promoted into Service Management when it needs to become that kind of work; the reverse doesn’t happen, and resolving one queue never touches the other.
If I create a renewal from Customer Success, will Sales see it too? Yes. Renewals are a single, shared record — the renewal you work from Customer Success → Renewals is the exact same row visible from CRM → Service Renewals. There’s no sync delay and no separate copy; a stage change on either board is immediately visible on the other.
Why did /support/tickets disappear?
It was a second, older interface pointed at the same Service Management tickets that had drifted out of sync with the main Service Management ticket screens over time. It’s been removed and consolidated — Service Management is now the single entry point for Service Management tickets. This does not affect the Customer Success Helpdesk, which is a different queue and was never part of that consolidation.
What goes into the health score? It blends signals such as product usage, engagement recency, open/breached tickets, and payment behavior into a single trended score. The weighting is configurable in Settings.
How are renewals kept from lapsing? Every upcoming renewal appears in the Renewals pipeline with its date and value, and inherits the account’s health signal so at-risk, high-value renewals get attention first.
What’s the difference between a playbook and a run? A Playbook Template is the reusable set of steps. A CS Playbook wires that template to a trigger condition. A Playbook Run is one execution of the motion against a specific account, tracked to completion.
Can a renewal be owned by a team as well as a person? Yes, if your tenant has CS team assignment enabled. A renewal keeps its individual owner and can also carry an owning CS team and rep — useful when Customer Success wants to track and scope its own book of renewals separately from the commercial owner.
What’s a “support challenge” on a renewal, and how is it different from a health alert? A health alert is raised automatically when an account’s health score drops. A support challenge is something a person logs deliberately — a specific blocker, like budget pushback or a departed champion — with a category and severity, so a manager can see it on a shared queue and help unblock it. It moves through open → in progress → resolved.
Does a renewal create the invoice? Closing a renewal into a won stage can generate the follow-on contract and invoice in Finance, keeping the renewal linked to its billing document.
Can support tickets come in by email? Yes. With a connected Communications channel, inbound messages can create or update Helpdesk tickets and log responses automatically.