For support operations and product leaders

Know what to fix next.

Grania turns every support conversation into a prioritized product or customer action—showing what is breaking alongside who is affected and the source evidence behind it.

Analyze a private ticket sample See the evidence chain
Grania · Product signals
57 conversations

Auto Insurance

Last 12 months
Conversations analyzed57Full coverage
Priority issues8Evidence linked
Accounts at risk3Action needed
Top product signalHigh priority

Payment reliability is driving repeat contact

Billing failures create the highest combined signal for customer effort as well as unresolved volume and account risk.

8 linked issues3 affected accountsOpen analysis →
Repeat issue rate57.9%Priority signal
Unresolved31.6%Needs action
High effort49.1%Customer drag
Root cause · 4 ticketsHigh impact

Payment failure after card update

Autopay token was not refreshed after the customer updated their card details.

Recurring issueBillingView evidence →
Negative sentiment40%Rising
Critical accounts3Review now
Follow-ups due7Assigned
Account evidenceEscalation required

Repeated proof-of-insurance failure

Three tickets remain unresolved across the account and include explicit customer frustration.

Northbridge Co3 ticketsOpen action →
Average quality75Good
First response1h 53mAbove target
Escalations33.3%Needs review
Process gapEvidence attached

Escalation before troubleshooting was completed

The conversation skipped two required diagnostic steps before handoff.

Process adherenceSupport workflowReview ticket →

What a private signal review delivers

Priority mapRecurring friction ranked by frequency as well as effort and unresolved volume
Account risk listAffected customers connected to the issues they experienced
Root-cause evidenceSource conversations attached to every product signal
Action briefSpecific product fixes plus customer follow-ups and process gaps

The real problem

Your customers already told you what is breaking.

The evidence is trapped across thousands of support conversations and fragmented between teams before it reaches a roadmap or account review.

QA sees agent performance

But it rarely connects repeated failures to the product condition that caused them.

Customer Success sees account risk

But it often discovers that risk after unresolved support friction has compounded.

Product sees feature requests

But it loses the ticket evidence behind the root cause as well as the frequency and affected customers.

Leadership gets dashboards

But it does not get a defensible answer to the most important question: what should we fix next?

Why teams can trust it

An insight is only useful when you can inspect the path behind it.

Grania keeps each issue and root cause connected to the affected account along with the recommended action and source conversation. No unexplained score. No detached AI summary.

Conversation #AI-1048 · Northbridge CoEvidence chain complete
“I updated the card twice and the automatic payment is still failing.”
Payment failure after card update4 tickets
Autopay token not refreshedHigh confidence
Repeated unresolved billing frictionRisky
Refresh token after payment-method updatePrioritize

The signal chain

From conversation to decision—without losing the evidence.

Grania preserves the path from raw support data to a prioritized action. Teams can trust each conclusion before they challenge it and act.

01

Connect

Ingest support conversations with participant details plus timing and resolution context from Zendesk.

source: conversation
02

Protect

Detect and mask sensitive data before conversation content is evaluated externally.

state: privacy-filtered
03

Understand

Structure quality and effort signals with sentiment and risk alongside issues and root causes plus product complexity.

output: evidence-linked
04

Prioritize

See the affected tickets and customers alongside the teams and recommended next action.

destination: action

Product demo

Watch one ticket travel the whole pipeline.

A conversation is resolved, anonymized, and evaluated—then each team receives its share of the insight. The same ticket, end to end.

One dataset for three decisions

Every team sees its part of the truth—without creating another silo.

Support operations

See what drives demand—not just ticket volume.

Understand the recurring issues and operational gaps behind every conversation so support leaders know where the workload is really coming from.

  • Contact drivers and emerging issues
  • Escalation and resolution gaps
  • Team and department trends
Customer success

Catch renewal risk while there is still time.

Connect unresolved friction and sentiment changes to the accounts experiencing them—before the renewal conversation.

  • Account-level evidence
  • Risk and sentiment trends
  • Required follow-up actions
Product operations

Prioritize the root causes customers actually feel.

Replace feature-request anecdotes with repeated friction and connect each signal to affected accounts as well as root causes and the conversations behind them.

  • Issue-to-root-cause mapping
  • Bug and incident alerts
  • Evidence-backed prioritization

Privacy is part of the pipeline

Sensitive conversations deserve more than a checkbox.

Grania’s privacy layer is designed into the processing path—not added after analysis. That makes support intelligence viable for teams handling regulated or commercially sensitive conversations.

  • Mask sensitive information before external model evaluation
  • Keep source references for evidence and auditability
  • Separate ingestion from privacy processing and evaluation responsibilities

Book a demo

See what your support queue has been trying to tell you.

Start with a controlled private ticket sample. Grania will surface the product friction alongside account risks and process gaps already present in your conversations.

Your details remain on this device until you send the prepared email.