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May 6 - May 12, 2026Digest ready

Documentation gaps

Repeated customer confusion converted into a ranked source-doc and knowledge-base backlog.

Open doc gaps

12+4

repeated this week

High priority

2+2

customer-impacting

Affected accounts

14+5

across support sources

Fixed this week

5+3

source docs updated

Ranked documentation backlog

Each item is tied to real support confusion and suggested source-doc work.

HighNeeds owner18 conversations7 accounts

Refund eligibility for partial-year downgrades

Evidence

Customers asked whether seat reductions, renewal timing, and usage overages are refunded. The AI gave inconsistent answers.

Suggested fix

Publish a clear refund decision table with annual plans, seat changes, overages, and renewal windows.

HighDrafting11 conversations5 accounts

SSO recovery after identity provider changes

Evidence

Admins switching Okta metadata saw repeated login failures. Existing docs cover setup but not rollback or recovery.

Suggested fix

Add a recovery playbook with validation steps, expected propagation time, and escalation triggers.

MediumQueued9 conversations4 accounts

Failed-row retry for CSV imports

Evidence

AI answers referenced the retired full-upload workflow instead of the current failed-row retry control.

Suggested fix

Replace stale import troubleshooting content and add screenshots for the retry panel.

MediumNeeds owner6 conversations3 accounts

Trial extension policy for procurement delays

Evidence

Prospects asked for extensions while waiting on procurement. AI answers were vague and routed to sales late.

Suggested fix

Document approved extension lengths, approval owner, and handoff language for sales-assisted trials.

Confusion themes

Refund and billing rules18 (31%)
Plan limits after downgrade14 (24%)
SSO setup and permissions11 (19%)
Data import retry behavior9 (16%)
Trial extension policy6 (10%)

Doc owner queue

Billing policy

Refund rules

Alex M.

Identity provider docs

SSO recovery

Priya K.

Import help center

Failed-row retry

Jordan T.

Trial playbook

Procurement extensions

Taylor S.