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SaaS company

Amberly Green Software · SaaS company · Raleigh, NC

Wendell Escobedo leads support at Amberly Green Software, a business-to-business SaaS company in Raleigh, and he reads each week's tickets, first-reply times and minutes spent by ticket type straight from a board and dashboard instead of rebuilding a spreadsheet every Monday.

Software and ITReportingDashboards3 tables · 4 views · 1 form · 1 dimension set · 1 dashboard · 1 digest · 1 notification · 1 stage rule set · 1 agent
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Ticket board

Tickets
New4
AG-4242Admin role missing after the upgradeBrindlewick Logistics
AG-4243Add a read-only auditorPelican Street Bakery Group
AG-4244What does the archive button removeLarkfield Pediatric Partners
AG-4245Is there a limit on saved viewsAldersgate Tutoring Network
Open8
AG-4234Add a second approver on invoicesThornapple Staffing
AG-4235How to reorder the columns on a boardWindrush Solar Installers
AG-4236Sort order ignores the second columnTessellate Orchards
AG-4237Invite link says expiredSaltwick Marine Supply
AG-4238Time zone shifts due dates by a dayQuill & Anchor Books
3 more
Waiting on customer5
AG-4229Allow comments on dashboardsAldersgate Tutoring Network
AG-4230Mobile view cuts off the notes fieldNorthgate Veterinary Group
AG-4231Duplicate email sent for one approvalOstrava Machine Works
AG-4232Change the account ownerFennimore Freight
AG-4233Where are old invoices storedCalloway & Finch Insurance
Resolved14
AG-4215Date picker shows the wrong monthOstrava Machine Works
AG-4216Reports spin forever since this morningFennimore Freight
AG-4217Search misses records with an apostropheCalloway & Finch Insurance
AG-4218Two-step code never arrivesThornapple Staffing
AG-4219Bulk import stops partway through a large fileWindrush Solar Installers
9 more
Closed14
AG-4201CSV export drops the last columnCalloway & Finch Insurance
AG-4202Add a weekly digest by emailThornapple Staffing
AG-4203Dashboard totals differ from the invoice viewWindrush Solar Installers
AG-4204Scheduled report never arrivesTessellate Orchards
AG-4205Charged twice for the March renewalSaltwick Marine Supply
9 more

Tables

Tickets

45 sample rows · 13 columns

Every request a customer sent to support, with its type, priority, time to first reply and time spent.

TicketSubjectAccountTicket typePriorityStatusOpened
AG-4245Is there a limit on saved viewsAldersgate Tutoring NetworkHow-to questionLowNewOct 2, 7:25 PM
AG-4244What does the archive button removeLarkfield Pediatric PartnersHow-to questionNormalNewOct 2, 4:15 PM
AG-4243Add a read-only auditorPelican Street Bakery GroupAccount accessNormalNewOct 2, 1:05 PM
AG-4240Move billing to a new contactRedfern Mutual Credit UnionBillingNormalOpenOct 1, 6:35 PM
AG-4242Admin role missing after the upgradeBrindlewick LogisticsAccount accessNormalNewOct 1, 5:55 PM
AG-4239Attachment preview stays blankHarkmoor Dental SupplyBugNormalOpenOct 1, 3:25 PM
AG-4241Credit for the days we were downMarlowe Hill Realty GroupBillingHighOpenOct 1, 2:45 PM
AG-4238Time zone shifts due dates by a dayQuill & Anchor BooksBugHighOpenSep 29, 7:15 PM
AG-4237Invite link says expiredSaltwick Marine SupplyAccount accessNormalOpenSep 28, 4:05 PM
AG-4235How to reorder the columns on a boardWindrush Solar InstallersHow-to questionNormalOpenSep 25, 5:45 PM
AG-4236Sort order ignores the second columnTessellate OrchardsBugNormalOpenSep 25, 1:55 PM
AG-4234Add a second approver on invoicesThornapple StaffingFeature requestLowOpenSep 24, 2:35 PM

33 more rows

Accounts

16 sample rows · 9 columns

The business customers on a paid plan, who their main contact is and how much support time they use.

AccountPlanLicensed usersMonthly priceMain contactContact emailRenews on
Aldersgate Tutoring NetworkStarter26$149Cyprian Mbatha-Lowecyprian.mbathalowe@wickerbankmail.netAug 11, 2027
Brindlewick LogisticsGrowth42$449Hollis Ravenscrofthollis.ravenscroft@wickerbankmail.netOct 30, 2026
Calloway & Finch InsuranceScale160$1,190Mirabel Ondrejkamirabel.ondrejka@wickerbankmail.netDec 26, 2026
Fennimore FreightScale98$1,190Annelise Thorvaldsenannelise.thorvaldsen@marshgrassinbox.orgJul 23, 2027
Harkmoor Dental SupplyStarter9$149Leocadia Brightwellleocadia.brightwell@dovetailfieldpost.comNov 18, 2026
Larkfield Pediatric PartnersGrowth48$449Imani Cartwright-Bellimani.cartwrightbell@dovetailfieldpost.comMay 8, 2027
Marlowe Hill Realty GroupStarter22$149Silvester Ng-Aldermansilvester.ngalderman@marshgrassinbox.orgMay 27, 2027
Northgate Veterinary GroupGrowth55$449Desta Haile-Morandesta.hailemoran@dovetailfieldpost.comJan 14, 2027
Ostrava Machine WorksScale120$1,190Konstantin Brzezinskikonstantin.brzezinski@wickerbankmail.netApr 19, 2027
Pelican Street Bakery GroupStarter18$149Ludovica Farrow-Itzelludovica.farrowitzel@marshgrassinbox.orgFeb 2, 2027
Quill & Anchor BooksStarter7$149Bernadette Strandbernadette.strand@wickerbankmail.netJun 15, 2027
Redfern Mutual Credit UnionScale210$1,190Abelard Quistabelard.quist@wickerbankmail.netFeb 21, 2027

4 more rows

Forms and booking

Log a ticket

Form
Log a ticketWhat a support person fills in when a request arrives by phone or chat and needs a line on the board.
Ticket number *
What is the customer asking for, in a few words? *
Which customer account is it? *
What kind of request is it? *BugHow-to questionBillingFeature requestOutageAccount access
How urgent is it?LowNormalHighUrgent
When did it come in? *
Put it on the board

Dashboards

Weekly numbers

Tickets
Tickets by type
  • Bug12
  • Feature request6
  • Billing6
  • Account access8
  • Outage3
  • How-to question10
Minutes by type
  • Bug566
  • Feature request96
  • Billing129
  • Account access66
  • Outage673
  • How-to question138
Tickets opened each week
  • Aug 23, 20262
  • Aug 30, 20266
  • Sep 6, 202610
  • Sep 13, 202613
  • Sep 20, 20265
  • Sep 27, 20269
Tickets by priority
  • Normal23
  • Low11
  • Urgent4
  • High7

Also included

  • Ticket boardStage rules
  • Waiting on customersDigest
  • New ticketNotificationTells the support lead when a ticket lands on the board.

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