| First Name |
Last Name |
Points |
Points |
Points |
Points |
Points |
Points |
Points |
Points |
Points |
Points |
| Jill |
Smith |
50 |
50 |
50 |
50 |
50 |
50 |
50 |
50 |
50 |
50 |
| Eve |
Jackson |
94 |
94 |
94 |
94 |
94 |
94 |
94 |
94 |
94 |
94 |
| Adam |
Johnson |
67 |
67 |
67 |
67 |
67 |
67 |
67 |
67 |
67 |
67 |
Legend
Source: Zendesk ticket categories
| Ticket Category |
Subcategory 1 |
Subcategory 2 |
|
App
|
Account management |
|
| Feature request |
|
| Integrations |
|
| Login |
|
| Other |
|
| Applicant |
|
|
|
Authorized users
|
Access level |
|
| Account management |
|
| AU <> Primary conversion |
|
| Credit reporting |
|
| Feature overview |
|
| Fees |
|
| Onboarding |
|
| Other |
|
|
Banking and Payments
|
Add or remove bank account |
|
| Autopay |
|
|
Balance transfer
|
Incoming (balance +) |
| Outgoing (balance -) |
| Cancel payment |
|
| Double payment or overpayment |
|
| Failed payment |
|
| Making a payment |
|
| Micro deposits |
|
| Minimum payment |
|
| Other |
|
| Payment processing |
|
|
Benefits and Perks
|
Auto rental collision damage waiver |
|
| Cell phone protection |
|
| Extended warranty |
|
| Purchase security |
|
| Return protection |
|
| Signature concierge service |
|
| Travel and emergency assistance |
|
| Trip interruption or cancellation |
|
| Getting started/Feature overview |
|
|
Credit account
|
Account balance |
|
|
APR
|
Current APR |
| Decrease request |
| Other |
|
Credit Limit
|
Current limit |
| Decrease request |
| Increase request |
| Limit reduction |
| Other |
| Interest |
|
|
Credit account
|
Card replacement |
| Cash advance |
| Failed payment |
| Late payment |
| Shipping |
|
Payment due date
|
Change date request |
| Current due date |
| Other |
|
Statement
|
Change date request |
| Current close date |
| Other |
| Travel notice |
- |
|
Account status
|
Bank letter request |
| Charged off |
| Closed |
| Delinquent |
| Overlimit |
|
Update customer information
|
Address |
| Email |
| Name |
| Number |
| SSN |
|
Account Closure
|
Consolidating accounts |
| APR/Limit |
| Customer support |
| Gold subscription |
| Kept open |
| No feedback |
| Other |
| Rewards structure |
| Too many bugs |
|
Referrals
|
Getting started/Feature overview |
|
| Mystery reward multiplier |
|
| Solid gold upgrade |
|
|
Credit reporting
|
Delinquency removal request |
|
| Frequency |
|
| Information reported |
|
| Other |
|
|
Dispute
|
Fraud dispute
|
Cancel request |
| Dispute a transaction |
| Explanation of denial |
| New information provided |
| Other |
| Provisional credit missing |
| Status update request |
|
Merchant dispute
|
Cancel request |
| Dispute a transaction |
| Explanation of denial |
| New information provided |
| Other |
| Provisional credit missing |
| Status update request |
|
Line Management
|
Identity verification |
|
| Restriction inquiry |
|
| ATO |
|
|
Hardship and Collections
|
Enrolled
|
Balance waiver |
| Change plan details |
| Confirmation of enrollment |
| General question |
| Interest accrual |
| Other |
| Upcoming payment |
|
Not enrolled
|
Balance waiver |
| Debt consolidation company |
| Change plan details |
| General question |
| Other |
| Plan paid in full |
| Plan terminated |
| Request for assistance |
| Response to notification |
| Waiting for an offer |
|
Customer notices
|
Arbitration rejection |
|
| Bankruptcy notice |
|
| Cease and desist |
|
| Deceased |
|
| FCRA |
|
| Identity theft |
|
| POA |
|
| SCRA |
|
| Visa breach |
|
| Not listed, other |
|
|
|
Notifications
|
Categories |
|
| Channels |
|
| Opt out |
|
|
Physical card
|
Feedback |
|
|
Replacement
|
Cosmetic damage |
| Chip malfunction |
| Contactless malfunction |
| Magstripe malfunction |
| Lost card |
|
Shipping
|
Change signature requirement |
| Other |
| Timeline |
| Update delivery address |
| Card never received |
| Returned to sender |
| Fiserv hold report |
| Activate metal card |
|
| Mobile wallet |
|
|
Points
|
Other |
|
| Spending bonus |
|
|
Redemption
|
Travel with points |
| Cash back |
| Pay yourself back |
| Shop with points |
| Gift cards |
| Rates |
| Getting started/Feature overview |
|
| Boosts |
|
| Point balance |
|
| Not earned |
|
|
Transactions
|
Cash advance |
|
| Cash withdrawal |
|
|
Decline
|
Merchant |
| Visa |
| Internal |
| Merchant refund |
|
| Mislabeled |
|
| Missing/delayed |
|
| Pending |
|
| Pre-authorization request |
|
| Reversed |
|
| Blacklist merchant request |
|
| 3DS |
|
|
Virtual Cards
|
Charged over monthly limit or after cancelation |
|
| Creation |
|
| Getting started/Feature overview |
|
| Increase request |
|
| Other |
|
| Refunds |
|
|
X1+
|
Downgrade or cancel membership |
|
| Getting started/Feature overview |
|
| Lounge pass |
|
| Perks |
|
| Registering a flight |
|
| Upgrade membership |
|
No response needed/No response from customer
|
|
|
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