Recurring fan app login failure diagnosis assistant
Problem
Every few weeks the supporter services inbox fills with the same complaint: fans locked out of the app, points missing, tickets not showing under their account. Someone works the tickets one by one, checking the CRM record, the ticketing system, whether a bulk transfer or promo code batch ran that week. By the time a pattern is found, the spike has usually passed and the write-up lives in a shared document nobody searches next time. Three months later a near-identical spike happens after a different fixture, and the same manual trace starts again, because the previous investigation never became something the next person could query.
Product idea
An assistant that sits over the support ticket log, the CRM and the ticketing system's transfer and campaign records. When a spike in login or account-linking complaints is flagged, it pulls prior incidents tagged with the same symptom and compares the conditions around each: which campaign had gone out, whether a bulk ticket transfer or promo import had run, which app version was live, which price tier or ticket type was involved. It returns the closest matching past incidents and the condition they share, with the underlying tickets attached as evidence, rather than a single predicted cause. It does not touch the login system itself and does not auto-resolve tickets.
Who it is for
CRM managers and digital product managers who get asked why the app is broken again, and supporter services leads who work the tickets and would rather trace the cause once than every time.
Possible first version
A tool that ingests an exported support ticket log and a campaign and ticket-transfer send log (both as CSV), lets a CRM manager tag each recorded incident with its symptom and date, and on a new spike surfaces the closest matching past incidents ranked by shared conditions, with a short evidence list per match. No live monitoring of the app or CRM in version one: ticket logs are exported and uploaded manually, and there is no automatic detection of a spike, someone flags it.
- Build classification
- Workflow application
- Rough effort
- 4-6 week first release
- Roles involved
- CRM manager, Digital product manager, Supporter services lead
- Relevant to
- Professional club, League office, Women's league, Venue & stadium operator
- Systems in play
- CRM platforms, Ticketing systems, Mobile apps, Email and messaging platforms
- Product framing
- Diagnose
Questions we get asked
What do we need on day one for this to say anything useful?
A support ticket log with rough symptom tags and dates, and a record of what went out around each incident: campaign sends, bulk ticket transfers, promo imports, app releases. Most organisations have all three of these already, just not joined. The first few spikes you feed it will not match anything, because there is no history yet. It becomes useful once four or five incidents are logged with their conditions, which in practice takes a season.
Does this replace our CRM or ticketing system?
No. It reads from them; it does not manage fan records or tickets and never writes back to either. Think of it as a case file that sits alongside the systems you already have, built from exports of what happened rather than a live connection into them. Version one has no integration with either platform: someone exports the logs.
Our product manager already knows why this happens, mostly. Why build a tool for it?
Often true for the obvious cases, and this tool will not improve on that. What it is for is the pattern nobody has connected yet, because the person who traced the March spike is not the person who gets paged for the July one, and the write-up from March was a message in a chat thread, not a record anyone can query. If your team's tribal knowledge already covers every recurring spike, this has less to add.
Who keeps this up to date once it exists?
Whoever owns supporter services tickets needs to tag each incident with a symptom and rough dates, which is a few minutes per spike, not a new job. If nobody tags incidents, the tool has nothing to compare a new spike against and degrades into an empty log. It does not fix the underlying cause once found: that still needs the product or CRM team to change the process that keeps triggering it.
Is this your workflow?
Tell us one sports workflow that still runs on paper, spreadsheets, WhatsApp or an outdated system. We will map it and show you what a simpler product looks like.
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