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Support Reduction Register

Applies to: All subscriptions

Purpose

Identify the questions customers will actually ask, rank them by how much support load a good answer removes, and point each at the content that answers it. This is the deliverable for Phase 7 — Support Ticket Reduction Review, and it is the source the FAQ and Knowledge Base are built from.

Audience

Complifly support and documentation owners. Also useful to a customer's own support team, as a picture of what their users will ask.

Prerequisites

  • Section Charter
  • Ideally, real ticket data. Where it exists, it overrides the ranking here

Reference

Where the ranking comes from, and the monthly review

This register only stays useful if it is re-ranked against what people actually ask. Two signals feed it, and both are monthly.

1. Failed searches in the Help Centre. The product already emits a search.zero telemetry event whenever a Help Centre search of more than two characters returns nothing, carrying the query string. That event is the single most direct evidence of a documentation gap available anywhere in this system: a user described their problem in their own words and got nothing back.

2. Support tickets closed in the period, grouped by cause rather than by symptom.

The monthly review, owned by Support:

# Step Output
1 Export search.zero queries for the month and group near-duplicates A ranked list of unanswered questions
2 Group closed tickets by cause A ranked list of answered-too-late questions
3 For each item in the top ten of either list, decide which surface owns it — Help Centre, this portal, or neither because it is a product defect An owner per item
4 Re-rank the tiers below against the combined evidence This page, updated
5 Record anything the documentation cannot fix as a product issue A ticket, not a page

A question that recurs after being documented is not a documentation win. It means the answer exists and is not being found, which is a search, routing or placement problem — not a reason to write the page again somewhere else.

Verify: The portal's own MkDocs search is client-side and emits no telemetry, so step 1 currently covers the Help Centre only. Failed searches within this portal are invisible. G4

How the ranking works

Impact combines three factors — how often the question is asked, how long a ticket takes to resolve, and whether documentation can genuinely answer it:

Impact Meaning
Very high Frequent, and fully answerable by documentation. Answer these first
High Frequent, or expensive per ticket
Medium Regular, or occasional but time-consuming
Low Infrequent, but cheap to document

Type says what form the answer takes: a FAQ entry (a short answer plus a link), a troubleshooting path, or a how-to article.

Rankings without ticket data are informed estimates, not measurements. Re-rank against real volumes after six months of support history.

Tier 1 — the ten that matter most

These ten alone should remove a substantial share of routine tickets. Each is frequent, each is fully answerable, and each currently produces a ticket that a page could have prevented.

# Question Impact Type Answered by
1 Why can my colleague do this and I cannot? Very high FAQ Roles and Permissions
2 Where did my invoice go after upload? Very high FAQ Validation Error Codes
3 Why is this document number rejected as a duplicate? Very high FAQ NIC Error Codes
4 I cannot log in Very high Troubleshooting Login and Access Failures
5 The screen is empty — where is our data? Very high FAQ GSTIN Access Control
6 Why was my document rejected, and what do I fix? Very high Troubleshooting Validation Error Codes
7 Our goods were stopped although we had an e-Way Bill Very high Troubleshooting e-Way Bill Failures
8 The ERP does not have the reference number Very high Troubleshooting Write-back Failures
9 Can I cancel and re-issue under the same number? Very high FAQ NIC Error Codes
10 A module we bought is not visible Very high FAQ Modules and Licensing

Access and permissions

# Question Impact Type Answered by
11 Which role should this person have? High How-to Roles and Permissions
12 Can we create a custom role? High FAQ Roles and Permissions
13 Why can the admin not generate a reference number? High FAQ Roles and Permissions
14 How do I add a user? Medium How-to User Lifecycle
15 How do I remove a departing employee? High How-to User Lifecycle
16 Should I delete or disable a user? Medium FAQ User Lifecycle
17 How do I give someone another registration? Medium How-to GSTIN Access Control
18 What is segregation of duties and can we turn it off? High FAQ Segregation of Duties
19 Our only administrator has left High Troubleshooting User Lifecycle
20 Can one user hold two roles? Low FAQ Roles and Permissions
21 Why can an auditor not change anything? Low FAQ Roles and Permissions
22 How do I reset a password for someone? Medium How-to User Authentication
23 Nobody is receiving password reset emails High Troubleshooting Email and Notifications
24 The one-time code expires before it arrives Medium Troubleshooting Email and Notifications
25 Everyone was signed out at once Medium Troubleshooting User Authentication

Documents and validation

# Question Impact Type Answered by
26 What does this field name in the error mean? High FAQ Validation Error Codes
27 Which fields are mandatory? High FAQ Validation Error Codes
28 Why must Place of Supply be filled? Medium FAQ Validation Error Codes
29 Why is my classification code rejected? High FAQ Validation Error Codes
30 Why can a document number not start with zero? Medium FAQ Validation Error Codes
31 Every invoice fails on dispatch-from fields High Troubleshooting Validation Error Codes
32 How do I fix a quarantined document? High How-to IRN Failures
33 I fixed it and it went back to quarantine Medium Troubleshooting IRN Failures
34 Can I upload more than 1,000 lines? Low FAQ Validation Error Codes
35 Why does round-off fail validation? Low FAQ Validation Error Codes
36 Why are my dates a month out? High Troubleshooting Mapping Templates API
37 Only the first line of my invoice arrived Medium Troubleshooting Mapping Templates API
38 Amounts do not match the ERP High Troubleshooting Ingest Failures

Registration with the government

# Question Impact Type Answered by
39 Why did generation fail with a numbered error? Very high Troubleshooting NIC Error Codes
40 What is the reporting window and can it be extended? Very high FAQ e-Invoice Module
41 Our historical invoices were all quarantined High FAQ e-Invoice Module
42 The customer registration is cancelled — what now? High FAQ NIC Error Codes
43 Can I amend a registered invoice? High FAQ e-Invoice Module
44 How long do I have to cancel? Medium FAQ e-Invoice Module
45 Generation fails with no error code High Troubleshooting IRN Failures
46 Documents sit ready and nothing happens High Troubleshooting IRN Failures
47 Should we enable automatic generation? Medium FAQ Feature Flags
48 Tax calculation mismatch on every document Medium Troubleshooting NIC Error Codes
49 Document date is in the future Low FAQ NIC Error Codes
50 Supply type contradicts Place of Supply Medium FAQ NIC Error Codes

e-Way Bill

# Question Impact Type Answered by
51 What is Part-B and why does it matter? Very high FAQ e-Way Bill Module
52 The bill expired in transit High Troubleshooting e-Way Bill Failures
53 Why can I not extend it? High FAQ e-Way Bill Failures
54 Validity is much shorter than expected Medium Troubleshooting e-Way Bill Failures
55 Why can I not cancel it? Medium FAQ e-Way Bill Failures
56 Someone raised a bill against our registration Medium How-to e-Way Bill Module
57 Consolidated bills are unavailable Medium FAQ GSP Abstraction
58 How do I change the vehicle? Medium How-to e-Way Bill Module
59 Expiry alerts arrive too late to act Medium Troubleshooting Email and Notifications
60 Why did the challan not produce a reference number? Medium FAQ Document Type Routing

Integration

# Question Impact Type Answered by
61 How do I connect our ERP? High How-to Integration Guides
62 Our ERP is not on your list High How-to Custom ERP
63 What do I do with a 403 on ingest? High FAQ Platform Error Codes
64 Which errors should I retry? High FAQ Rate Limits and Errors
65 The call timed out — should I resend? High FAQ Rate Limits and Errors
66 Documents stopped arriving High Troubleshooting Ingest Failures
67 How do I get outcomes back into the ERP? High How-to Write-back API
68 We enabled write-back and got nothing for old documents High FAQ Write-back API
69 We received the same event twice Medium FAQ Webhooks and Events
70 What are the rate limits? Medium FAQ Rate Limits and Errors
71 How do I get an API credential? Medium How-to Machine-to-Machine Authentication
72 The token is valid but we get 403 High Troubleshooting Machine-to-Machine Authentication
73 How do I rotate a credential without downtime? Medium How-to Machine-to-Machine Authentication
74 How do I change a field mapping? Medium How-to Mapping Templates API
75 Should we use pull or push for events? Medium FAQ Webhooks and Events

Administration and configuration

# Question Impact Type Answered by
76 How do I enable a module for a new registration? Medium How-to Feature Flags
77 I changed a setting and nothing happened High Troubleshooting Configuration Guide
78 How do I add a new registration? Medium How-to Administration API
79 How do I change the GSP provider? Medium How-to GSP Configuration
80 What happens to existing documents if we switch provider? High FAQ GSP Abstraction
81 All government operations stopped at once High Troubleshooting GSP Configuration
82 The logo prints illegibly Low How-to Print Configuration
83 The QR code will not scan from paper Medium Troubleshooting Print Configuration
84 Printing fails and nothing else does Medium Troubleshooting Print Configuration
85 How do I make a challan produce a reference number? Low How-to Document Type Routing
86 Where are the audit logs? Medium How-to Audit Log Review
87 Which modules are we licensed for? Medium FAQ License Management

Operations and infrastructure

# Question Impact Type Answered by
88 What should we check every day? High How-to Daily Checks
89 What should we monitor? High How-to Key Metrics and Thresholds
90 The system is slow High Troubleshooting Performance and Availability
91 Uploads never finish High Troubleshooting Performance and Availability
92 The application will not start after an upgrade High Troubleshooting Upgrade Procedure
93 How do we upgrade? Medium How-to Upgrade Procedure
94 How do we roll back? Medium How-to Rollback Procedure
95 How much storage will we need? Medium FAQ Sizing and Capacity
96 What can we safely delete? Medium FAQ Housekeeping
97 How do we test a restore? Medium How-to Backup and Restore
98 What do we do at year-end? High How-to Year-End Checks
99 Which firewall rules do we need? Medium How-to Network and Firewall
100 Is our data isolated from other customers? High FAQ Multi-Tenancy and Row-Level Security

What the pattern shows

Grouping the hundred by cause is more useful than the list itself:

Cause Roughly Observation
Statutory constraints A quarter No product change can resolve these. The best possible outcome is that the customer understands the constraint before raising a ticket. This is where documentation has the highest leverage and the lowest current coverage
The three access gates A fifth Absent screen, greyed control, empty screen. One triage question resolves nearly all of them
Integration behaviour A fifth Retry, idempotency, timeouts, scope. Mostly preventable by The Integration Pattern being read before building
Configuration and operations A fifth Answerable, and largely answered by sections 06, 13 and 15
Genuine platform faults The remainder The only category that genuinely needs Complifly

The first row is the important finding. A large share of Complifly's support load is questions about the law, not about the software — and those tickets are unclosable by support and unpreventable by engineering. They are preventable only by documentation, which is why every error entry in this portal carries an explicit "fixed by" classification and why statutory constraints are named as such throughout.

Building the answers

Priority Scope Expected effect
1 The ten tier-one entries The largest single reduction available
2 Statutory constraints, stated plainly wherever a user meets them Removes tickets nobody can close
3 The three-gates triage question Resolves the largest single symptom family
4 Integration retry and idempotency guidance Prevents problems rather than resolving them
5 The remainder Steady reduction

Validation

Check Pass condition
Every entry has an answer Each row links to real content
Tier-one entries are also in the FAQ Findable without knowing the section
Statutory answers say so plainly Not softened into a product limitation
The ranking is re-derived Against real ticket data after six months
New ticket themes are added The register grows from experience
Answers actually deflect Ticket volume for answered questions falls

Troubleshooting

Symptom Cause Action
The answer exists but tickets continue Not findable Improve the description and keywords; link from the screen where the question arises
Statutory tickets keep arriving The constraint is not stated where the user meets it Put the explanation at the point of failure, not only in the reference
The register drifts from reality Not re-ranked against data Review quarterly against real ticket volumes
Answers are written but unread Too long A FAQ answer is short and links onward; if it is long, it belongs in the Knowledge Base