Product Oncall — Quarterly Issue Report

Last 3 Months · 2026-W07 → 2026-W19 · 13 weeks

510 valid tickets · 71 invalid filtered 6 PODs · 49 recurring buckets Source: Zendesk API export · 08 May 2026

Executive Summary

What you need to act on

Total Tickets

510

across 6 PODs

Recurring Buckets

≥2 consecutive weeks

Still Active

in last 3 weeks

Tickets in Recurring

334

65% of total volume

Top 3 Hot Spots

Retool stage moves
CD balance fixes
Legal name changes

22 + 19 + 15 = 56 tix

Jump to: Employee Onboarding Trinity Claims Admin Mobile · Methodology

POD 1 of 6

Employee POD

121 tickets 29 unique buckets 14 recurring avg 9/week

Weekly Incoming Volume

W07	W08	W09	W10	W11	W12	W13	W14	W15	W16	W17	W18	W19	Total
7	11	16	10	3	7	10	18	7	10	7	8	7	121

Unique Issues — Weekly Heatmap

Issue Bucket	Total	W07	W08	W09	W10	W11	W12	W13	W14	W15	W16	W17	W18	W19	Recurring?
Reimbursement — Submission Error / Validation	12	1	1	1				1	2	2	2	1	1		Yes
Claim Stage / Status — Employee View	11			2	1			3	3		1	1			Yes
Internal Tools Access Request	10	2	1		2					1		1		3	Yes
Login — Employee App	10	1	1	2			2	1	1		1		1		Yes
Reimbursement — Date Picker / Date Selection	8			1					2		2		2	1	Yes
Health Checkup — Booking Stuck / Slot Issues	7		1	1		1			1	1	1	1			Yes
Reimbursement — Document Upload / Download Failure	5			1	1				2					1	Yes
Health Checkup — Reports / Invoice Issues	5	1		1	1							1	1		Yes
Telehealth — Prescription / Records Issues	5			1	2						1	1			Yes
Claim Form / Document Regeneration	5			1				3		1					—
Health Checkup — Payment But No Booking	4		1	2										1	Yes
Retool — Slow / Down / Bug	4		1						1	1				1	Yes
Health Wallet — Balance Mismatch / Reflect 0 / Credit	4							1	2		1				Yes
OPD Claim Issues	3				1				1				1		—
Telehealth — Booking / Slot Issues	3		1			1					1				—
Health Wallet — Claim Stuck / Submission	3			2			1								—
Health Checkup — Free HC Not Enabled / Charged	3		1	1	1										Yes
Ageing / Closure / Manual Workflow	2							1					1		—
Notifications / Comms — Excess / Duplicate	2											1	1		Yes
PNRD / Stage Comments	2		1						1						—
Reimbursement — Dependent Add / Visibility	2		1						1						—
Hardware / Equipment	2				1				1						—
Org / Personal Data Update	2						2								—
Telehealth — Doctor / Slot Visibility	2	1					1								—
Org Config — Disable Dep Addition	1									1					—
Other Employee	1						1								—
Issue Adding Employee (Cross-POD)	1					1									—
Health Wallet — Configuration Missing	1		1												—
API Submission Failures	1	1													—

Recurring Issues (≥2 Consecutive Weeks)

Issue Bucket	Tix	Weeks	Streak	Status	Sample ZD Tickets
Reimbursement — Submission Error / Validation	12	9/13	6wk	🔴 Active	1854293 1844139 1820658 1818792 1814285
Health Checkup — Booking Stuck / Slot Issues	7	7/13	4wk	🔴 Active	1842800 1820524 1808952 1796872 1751642
Login — Employee App	10	8/13	3wk	🔴 Active	1855670 1817541 1797036 1772779 1761102
Health Checkup — Free HC Not Enabled / Charged	3	3/13	3wk	🟢 Cooled	1737812 1718991 1704372
Claim Stage / Status — Employee View	11	6/13	2wk	🔴 Active	1842607 1817235 1795891 1793898 1793252
Internal Tools Access Request	10	6/13	2wk	🔴 Active	1863549 1863531 1861333 1831477 1804717
Reimbursement — Date Picker / Date Selection	8	5/13	2wk	🔴 Active	1861924 1859428 1852433 1830857 1824688
Reimbursement — Document Upload / Download Failure	5	4/13	2wk	🔴 Active	1861887 1796136 1793056 1735275 1724950
Health Checkup — Reports / Invoice Issues	5	5/13	2wk	🔴 Active	1846892 1845902 1731778 1711765 1684017
Telehealth — Prescription / Records Issues	5	4/13	2wk	🔴 Active	1844936 1825332 1734352 1729009 1718519
Health Checkup — Payment But No Booking	4	3/13	2wk	🔴 Active	1868522 1714390 1713958 1704942
Retool — Slow / Down / Bug	4	4/13	2wk	🔴 Active	1868209 1803545 1787611 1703498
Health Wallet — Balance Mismatch / Reflect 0 / Credit	4	3/13	2wk	🟢 Cooled	1825284 1791086 1789540 1772510
Notifications / Comms — Excess / Duplicate	2	2/13	2wk	🔴 Active	1847131 1839205

Recommended Systemic Fixes

P0 Reimbursement — Submission Error / Validation · 12 tix in window

Investigate the 'finalise the bill' error appearing despite all sections complete (ZD 1854293). Add specific user-facing error messages instead of generic validation block.

P0 Claim Stage / Status — Employee View · 11 tix in window

Audit stage-transition completeness: 'submission-ready→submitted', 'change to approved', 'dispute child claim', 'auto-pay post-approval' all failing intermittently.

P1 Login — Employee App · 10 tix in window

Investigate cross-org login failures (server error, account-not-found, OTP loop) — pattern suggests session/auth infra issue.

P1 Internal Tools Access Request · 10 tix in window

Build a self-service access request workflow (IOPS/Retool/MLU/Metabase) — fully manual today, low engineering complexity.

P0 Reimbursement — Date Picker / Date Selection · 8 tix in window

Same root cause as Admin POD date picker — single fix closes both. Date boundary calculation excludes valid current-policy dates.

P1 Health Checkup — Booking Stuck / Slot Issues · 7 tix in window

Multiple sub-bugs: 'all slots booked' deployment glitch, 200-char address limit causing silent failure (ZD 1808952), location/book-now button missing. Add proper validation errors.

P1 Health Checkup — Reports / Invoice Issues · 5 tix in window

HC reports not visible post-completion + invoice listing wrong tests (Pulse vs Vitamin) — partner data integration gap.

P1 Health Checkup — Payment But No Booking · 4 tix in window

Make payment-to-booking atomic; auto-refund on booking failure — every case is currently a manual refund.

P2 Telehealth — Prescription / Records Issues · 5 tix in window

Prescription content errors (wrong age, wrong gender, wrong email in prescription) — sanitize tele-consult record templates.

POD 2 of 6

Onboarding POD

123 tickets 32 unique buckets 13 recurring avg 9/week

Weekly Incoming Volume

W07	W08	W09	W10	W11	W12	W13	W14	W15	W16	W17	W18	W19	Total
12	8	4	7	14	6	11	11	8	16	10	7	9	123

Unique Issues — Weekly Heatmap

Issue Bucket	Total	W07	W08	W09	W10	W11	W12	W13	W14	W15	W16	W17	W18	W19	Recurring?
Legal Name / Org Detail Change	15					1	2	2			3	5	1	1	Yes
Benefit Activation/Deactivation/Expiry / Removal	10	3			1	1		1	1	1	1			1	Yes
Enrollment Config — Program/Draft Errors / Flow Issues	9				1	1		1	2	2	1			1	Yes
CD Account — Edit / Update Number	7		1			1		1	1		1		1	1	Yes
Batch — Pickup / Close / Revert / Offline Addition	7	2		2	1								1	1	Yes
Member / Membership Visibility & Count Mismatch	6	1			1			2				2			—
CD Account — Unlink / Delink	5				1	1					1			2	Yes
Employee Data / EID / Email Update	5										4		1		—
AM / Category Update on IOPS	5		1				1		1		1	1			Yes
Other Onboarding	5		1		1	1	1				1				Yes
Organisation Onboarding Setup Issues	5		1					2	2						Yes
Welcome Email / Enrollment Email Failure	5			1		1	2		1						Yes
CD Balance — Correction	4	2			1							1			—
Plum Wallet Configuration	4								2	1		1			Yes
Telehealth / 24x7 MW Activation / Visibility	4					3		1							—
Reimbursement Filing — Cross-POD	3									2				1	—
Policy Date / Number Update	3					1			1	1					Yes
Proforma Invoice / Payment Link	3	1	2												Yes
Hard Delete / Account Cleanup	2										1		1		—
Sum Insured / GTL Coverage / CTC Mask	2	1									1				—
Health Checkup Standard / Reports	2			1		1									—
HC Payment But No Booking / Refund	2		2												—
UI Wording / Header Updates	1													1	—
Login — Plum App	1												1		—
Disable Dep Addition / Auto Submission	1												1		—
Multiple CD Account / Linking	1										1				—
Hardware / Equipment	1									1					—
SF / CRM Field Update	1							1							—
Mark Org Obsolete / Deactivate	1					1									—
VIP Tagging	1					1									—
CD Top-up Not Received	1	1													—
Active Member List Download	1	1													—

Recurring Issues (≥2 Consecutive Weeks)

Issue Bucket	Tix	Weeks	Streak	Status	Sample ZD Tickets
Legal Name / Org Detail Change	15	7/13	4wk	🔴 Active	1866032 1851002 1835921 1835920 1835919
Benefit Activation/Deactivation/Expiry / Removal	10	8/13	4wk	🔴 Active	1866363 1817087 1807158 1791099 1770454
Enrollment Config — Program/Draft Errors / Flow Issues	9	7/13	4wk	🔴 Active	1868528 1825030 1805122 1802945 1796223
Other Onboarding	5	5/13	3wk	🟢 Cooled	1821808 1761664 1755400 1726933 1706718
CD Account — Edit / Update Number	7	7/13	2wk	🔴 Active	1865734 1850409 1827073 1797109 1771673
Batch — Pickup / Close / Revert / Offline Addition	7	5/13	2wk	🔴 Active	1862550 1856920 1732026 1719332 1714805
CD Account — Unlink / Delink	5	4/13	2wk	🔴 Active	1866857 1866446 1821031 1752190 1730376
AM / Category Update on IOPS	5	5/13	2wk	🔴 Active	1831801 1825099 1785760 1764211 1705125
Organisation Onboarding Setup Issues	5	3/13	2wk	🟢 Cooled	1794955 1788104 1780368 1779053 1696672
Welcome Email / Enrollment Email Failure	5	4/13	2wk	🟢 Cooled	1794529 1758582 1756765 1748922 1717759
Plum Wallet Configuration	4	3/13	2wk	🔴 Active	1836188 1803788 1795714 1794230
Policy Date / Number Update	3	3/13	2wk	🟢 Cooled	1806620 1793325 1743644
Proforma Invoice / Payment Link	3	2/13	2wk	🟢 Cooled	1703997 1703667 1693758

Recommended Systemic Fixes

P0 Legal Name / Org Detail Change · 15 tix in window

Add self-service org detail editor (legal name / PAN / GST) on HR dashboard with audit log — this is the single highest-volume Onboarding manual task.

P1 Benefit Activation/Deactivation/Expiry / Removal · 10 tix in window

Build benefit lifecycle UI for AMs to activate/deactivate/expire benefits without raising tickets.

P1 Enrollment Config — Program/Draft Errors · 9 tix in window

Auto-clean stale draft benefit records (recurring 'cannot create program with draft' error); add deployment cache-bust for enrollment flow logout/login workaround.

P1 CD Account — Edit / Update / Unlink · 12 tix in window

Self-service CD account number edit and unlink in IOPS; today every case is an Engineering ticket.

P2 Batch — Pickup / Close / Revert / Offline Addition · 7 tix in window

Same fix as Trinity batch tooling — single shared bucket.

P2 AM / Category Update on IOPS · 5 tix in window

Add AM management UI in IOPS for AM team self-service.

P2 Welcome / Enrollment Email Failures · 5 tix in window

Add visible delivery status + re-trigger button for enrollment emails; today HR raises ticket when email doesn't arrive.

POD 3 of 6

Trinity POD

130 tickets 27 unique buckets 13 recurring avg 10/week

Weekly Incoming Volume

W07	W08	W09	W10	W11	W12	W13	W14	W15	W16	W17	W18	W19	Total
12	15	6	12	8	11	8	12	11	8	16	5	6	130

Unique Issues — Weekly Heatmap

Issue Bucket	Total	W07	W08	W09	W10	W11	W12	W13	W14	W15	W16	W17	W18	W19	Recurring?
CD Balance — Wrong/Incorrect Value	19	2		2	5	2	2		2			1	1	2	Yes
Dependent — Edit/Add/Gender Issues	11	1	1		2	2	1	2		1	1				Yes
HR Dashboard — Unable to Add Employees / Invite	10	1	4		1	1	1		1		1				Yes
HR Dashboard — Unable to Delete/Remove Employees	9	1			1	1	1	1	1	2			1		Yes
Batch — Extract Skipped / Revert / Delete / Unarchive	8	1			1			1	1		1	2		1	Yes
Batch — Unable to Pick / Close	8	3					1					4			—
Legal Name / Org Detail Change	7		2					1		1		3			—
HR Dashboard — Visibility / Search / Closed Tickets	6									1	1		1	3	Yes
HR Dashboard — Login Failure	6		1				1		2	1		1			Yes
DOB / DOJ Corrections	5		1	1							1	2			Yes
Offline Batch — Creation/Visibility	5	1	2								1	1			Yes
Member Count / Headcount Mismatch	5	1					2		1		1				—
CD Top-up Not Received	5		1			2	1		1						Yes
Deletion Sync — Dashboard vs Trinity	4								1	1	1	1			Yes
Other Trinity	3			1	1								1		Yes
CTC Multiplier — SI Masking / GTL Coverage	3							1		2					—
Duplicate Data / Members on Dashboard	3			1						2					—
UHID / Member Sync Issues	2							1					1		—
Health Checkup Standard Config	2								2						—
Endorsement / Invoice Download Issues	2	1	1												Yes
AM Detail / Phone Update	1											1			—
Org Owner / Status Change	1							1							—
Premium / Estimate Wrong	1						1								—
HRIS Integration / Auto-invite / Comp Feed	1				1										—
UI / Browser-specific Bugs	1			1											—
Mid-term Addition Disable	1		1												—
EID Modifications	1		1												—

Recurring Issues (≥2 Consecutive Weeks)

Issue Bucket	Tix	Weeks	Streak	Status	Sample ZD Tickets
HR Dashboard — Unable to Delete/Remove Employees	9	8/13	6wk	🔴 Active	1853286 1807246 1801956 1789171 1775581
CD Balance — Wrong/Incorrect Value	19	9/13	4wk	🔴 Active	1868994 1863131 1850762 1839537 1791035
Dependent — Edit/Add/Gender Issues	11	8/13	4wk	🟢 Cooled	1824423 1811931 1781675 1779143 1764669
Deletion Sync — Dashboard vs Trinity	4	4/13	4wk	🔴 Active	1839888 1821167 1811881 1793473
HR Dashboard — Unable to Add Employees / Invite	10	7/13	3wk	🟢 Cooled	1825116 1793854 1764856 1743379 1738490
Batch — Extract Skipped / Revert / Delete / Unarchive	8	7/13	2wk	🔴 Active	1866947 1836215 1833948 1827222 1794585
HR Dashboard — Visibility / Search / Closed Tickets	6	4/13	2wk	🔴 Active	1869390 1868892 1862813 1851696 1817054
HR Dashboard — Login Failure	6	5/13	2wk	🔴 Active	1831151 1805926 1785742 1785737 1762025
DOB / DOJ Corrections	5	4/13	2wk	🔴 Active	1843264 1838755 1819923 1714523 1707024
Offline Batch — Creation/Visibility	5	4/13	2wk	🔴 Active	1833865 1818441 1697790 1697348 1691375
CD Top-up Not Received	5	4/13	2wk	🟢 Cooled	1785924 1759813 1752635 1745130 1698193
Other Trinity	3	3/13	2wk	🔴 Active	1849412 1734688 1718231
Endorsement / Invoice Download Issues	2	2/13	2wk	🟢 Cooled	1709363 1687681

Recommended Systemic Fixes

P0 CD Balance — Wrong/Incorrect Value · 19 tix in window

Build a self-service CD-correction tool in IOPS for ops; root-cause the batch-closure overwrite bug (GPA→GMC mix-up confirmed in ZD 1868994).

P0 HR Dashboard — Unable to Delete/Remove Employees · 9 tix in window

Fix the duplicate-EID validation that blocks legitimate deletions (multiple unique-EID cases mis-flagged); confirmed RCA on ZD 1801956 — bad DB patch.

P1 Dependent — Edit/Add/Gender Issues · 11 tix in window

Allow gender edit via HR dashboard for dependents (currently locked); add baby/newborn auto-batch creation.

P1 HR Dashboard — Unable to Add Employees / Invite · 10 tix in window

Audit invite-email send logic: 10 tickets where invite never reached employee; flag at HR side when send fails.

P1 Batch — Pickup/Close + Extract/Revert · 16 tix in window

Build batch self-recovery tooling (revert, extract skipped, unarchive) — currently every case is a manual ticket.

P2 Deletion Sync — Dashboard vs Trinity · 4 tix in window

Fix integration race: HR dashboard deletes not propagating into Trinity deletion batch; member shows deleted but stays active.

P2 HR Dashboard — Login Failure · 6 tix in window

Investigate cross-org admin login failures (multiple orgs hit simultaneously).

P2 DOB / DOJ Corrections · 5 tix in window

Allow HR self-service for DOB/DOJ corrections within rules; insurer-batch cases stay manual.

POD 4 of 6

Claims POD

95 tickets 22 unique buckets 7 recurring avg 7/week

Weekly Incoming Volume

W07	W08	W09	W10	W11	W12	W13	W14	W15	W16	W17	W18	W19	Total
13	13	2	4	15	4	5	4	7	14	8	4	2	95

Unique Issues — Weekly Heatmap

Issue Bucket	Total	W07	W08	W09	W10	W11	W12	W13	W14	W15	W16	W17	W18	W19	Recurring?
Retool — Stage Movement Failures	22	3	7		1		2	1		1	4	2	1		Yes
Reimbursement — Submission/Filing Errors	11		1	1		2			2	2	2		1		Yes
Health Wallet — Balance / Discrepancy	10	1	1			6	1					1			Yes
Wrong Bank Payout / Penny Drop / Payout Failed	6	1				1		1			1			2	—
Health Wallet — Claim Stuck / Submission	5	1		1				1		1		1			—
Document Visibility / Upload	5	3				1						1			—
Other Claims	5	1	1			1	1					1			Yes
Retool/Portal Sync — Status Mismatch	4	1	1		1								1		Yes
Bench / Routing — SAS / L1/L2	3								2		1				—
OPD Claim Specific Issues	3					1				1	1				Yes
Dependent Visibility / Selection in Claim	3		1			1		1							—
Date Picker — Admission Date	3	1			2										—
Claim Approval / Settlement / Amount Mismatch	2					1					1				—
Metabase / Reporting Issues	2										2				—
Retool — Slow / Loading / Down	2	1									1				—
Bills/Receipts Validation Errors	2									1	1				Yes
Final Approval / Dispute Stage	2					1		1							—
Claim Form Regeneration / Generation	1												1		—
Notification / Email Loops on Claims	1											1			—
Expired Benefit / Policy Visibility	1											1			—
Submission Mode / Phygital Config	1									1					—
Health ID / Member Sync — Claim Side	1		1												—

Recurring Issues (≥2 Consecutive Weeks)

Issue Bucket	Tix	Weeks	Streak	Status	Sample ZD Tickets
Retool — Stage Movement Failures	22	9/13	4wk	🔴 Active	1849787 1838246 1834757 1826913 1826838
Reimbursement — Submission/Filing Errors	11	7/13	3wk	🔴 Active	1847922 1829136 1816530 1811981 1803321
Health Wallet — Balance / Discrepancy	10	5/13	2wk	🔴 Active	1841212 1761436 1755194 1747406 1746700
Other Claims	5	5/13	2wk	🔴 Active	1831513 1756326 1744308 1700209 1691480
Retool/Portal Sync — Status Mismatch	4	4/13	2wk	🔴 Active	1852214 1727945 1704477 1690635
OPD Claim Specific Issues	3	3/13	2wk	🟢 Cooled	1819028 1801149 1752029
Bills/Receipts Validation Errors	2	2/13	2wk	🟢 Cooled	1822235 1802274

Recommended Systemic Fixes

P0 Retool — Stage Movement Failures · 22 tix in window

STRUCTURAL — Retool stage-transitions enforce forward-only paths but ops legitimately need to move backward (post-insurer reversal, query-pendency disqualification, dispute-pending). Each case forces an Engineer to revert manually. Re-architect stage state machine to support all valid transitions, including from cross-functional reversals.

P1 Reimbursement — Submission/Filing Errors · 11 tix in window

Same as Employee POD — many cross-listed. Submission flow returns generic errors; needs typed error mapping.

P1 Health Wallet — Balance / Discrepancy · 10 tix in window

Balance shown to user, balance in Retool, balance in Metabase all diverging. Single source of truth + reconciliation job.

P1 Wrong Bank Payout / Penny Drop / Payout Failed · 6 tix in window

Payout-failed cases (CE6082, CD7582) blocking valid payments. Investigate verification flow + retry mechanism.

P2 Retool/Portal Sync — Status Mismatch · 4 tix in window

Insurer portal shows Paid/Closed; Retool shows Query Submitted. Webhook/poll sync gap.

POD 5 of 6

Admin POD

37 tickets 14 unique buckets 2 recurring avg 2/week

Weekly Incoming Volume

W07	W08	W09	W10	W11	W12	W13	W14	W15	W16	W17	W18	W19	Total
12	3	4	2	3	1	1	3	3	·	2	1	2	37

Unique Issues — Weekly Heatmap

Issue Bucket	Total	W07	W08	W09	W10	W11	W12	W13	W14	W15	W17	W18	W19	Recurring?
Reimbursement — Date Selection / Picker	6			1	1		1	1		1			1	Yes
Login — Employee/HR App	5	1		2		1				1				—
Reimbursement — Submission/Filing	5	2	2	1										Yes
Telehealth — Not Visible / Doctors / 24x7 MW	4					1			1		2			—
Disable Dep Addition / Restrict	3	1			1							1		—
Dependent Add / Edit / Duplicate Errors	2	1											1	—
HR Dashboard — Delete / Manage Employees	2	1								1				—
Health Benefits / Reports Not Available	2					1			1					—
Modification / Batch Data Issues	2	2												—
Org Detail / Name Mismatch	2	2												—
Parental Policy / TATA AIG Configuration	1								1					—
VIP / Mark Important	1		1											—
Internal Tool Access	1	1												—
CD / Org Configuration	1	1												—

Recurring Issues (≥2 Consecutive Weeks)

Issue Bucket	Tix	Weeks	Streak	Status	Sample ZD Tickets
Reimbursement — Submission/Filing	5	3/13	3wk	🟢 Cooled	1718492 1701931 1699923 1687874 1684085
Reimbursement — Date Selection / Picker	6	6/13	2wk	🔴 Active	1862755 1815534 1771832 1768405 1731551

Recommended Systemic Fixes

P0 Reimbursement — Date Selection / Picker · 6 tix in window

Same date-picker bug as Employee + Claims PODs. Root cause: date boundary calc only honors part of current policy period (ZD 1862755 — sees 25 Jan-26 to 06 Nov-25 instead of full Jan-26 → Jan-27).

P1 Reimbursement — Submission/Filing · 5 tix in window

Cross-POD with Employee submission errors. Same fix.

P1 Login — Employee/HR App · 5 tix in window

Same as Employee login + Trinity HR dashboard login — likely shared auth infra issue.

P2 Disable Dep Addition / Restrict · 3 tix in window

Add HR-dashboard toggle for self-service dependent-addition restriction (5+ orgs requesting independently).

P2 Telehealth — Not Visible / Doctors / 24x7 MW · 4 tix in window

Telehealth visibility config drift between IOPS and app — needs reconciliation.

POD 6 of 6

Mobile POD

4 tickets 3 unique buckets 0 recurring avg 0/week ⚠️ thin data

Weekly Incoming Volume

W07	W08	W09	W10	W11	W12	W13	W14	W15	W16	W17	W18	W19	Total
·	2	·	·	·	·	·	2	·	·	·	·	·	4

Unique Issues — Weekly Heatmap

Issue Bucket	Total	W08	W14	Recurring?
Reimbursement Filing on Mobile App	2	1	1	—
Document Upload on Mobile	1		1	—
Login on Mobile App	1	1		—

Recommended Systemic Fixes

Note Mobile App Issues (thin data — only 4 tickets) · 4 tix in window

Volume too thin to derive recurring patterns. Issues mirror Employee POD (login, reimbursement filing, doc upload) — track as part of Employee POD systemic fixes.

Methodology

How this report was built

Methodology is fully scripted and reproducible. See ~/Downloads/zd_pull/ for source data, classifier rules, and aggregation scripts.

Step	What	Output
1	Pull all closed E/P tickets from Zendesk Search API for last 3 months by group	`ticket_ids.jsonl` (581)
2	Fetch ticket descriptions + all comments via Zendesk API	`tickets_full.jsonl` (9 MB)
3	Filter invalid/spam tickets via tag check	510 valid tickets
4	Apply POD-scoped regex classifier (rules derived bottom-up from actual subjects)	`tickets_classified.csv`
5	Pivot by ISO week × bucket × POD; flag recurring as ≥2 consecutive weeks	`bucket_summary.csv`
6	Recommendations grounded in resolution comments from sampled tickets per recurring bucket	This HTML report

Definitions · Recurring: bucket has tickets in ≥2 back-to-back ISO weeks within the 13-week window. Still active: at least one ticket in the last 3 weeks of the window. Streak: longest run of consecutive weeks with ≥1 ticket. Priority: P0 = structural blocker / highest-volume; P1 = recurring + user-facing; P2 = high manual workload, lower urgency.