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fix(support): match outreach cutoffs to report timezone

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Signed-off-by: Rudy Celekli <rudy@gradiahq.com>
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Rudy Celekli committed 2026-10-07 18:17:12 -04:00
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commit a37ee1cbca
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+8 -4
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support/support-support-responder.md
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@@ -263,9 +263,13 @@ class SupportAnalytics:
"""
Identify customers for proactive support outreach
"""
# Match the report's timestamp timezone; naive reports stay naive.
# Reuse one instant for all outreach windows.
now = datetime.now(tz=self.data['created_date'].dt.tz)
# Customers with multiple recent tickets
frequent_reporters = self.data[
self.data['created_date'] >= datetime.now() - timedelta(days=30)
self.data['created_date'] >= now - timedelta(days=30)
].groupby('customer_id').size()
high_volume_customers = frequent_reporters[frequent_reporters >= 3].index.tolist()
@@ -273,13 +277,13 @@ class SupportAnalytics:
# Customers with low satisfaction scores
low_satisfaction = self.data[
(self.data['csat_score'] <= 3) &
(self.data['created_date'] >= datetime.now() - timedelta(days=7))
(self.data['created_date'] >= now - timedelta(days=7))
]['customer_id'].unique()
# Customers with unresolved tickets over SLA
overdue_tickets = self.data[
(self.data['status'] != 'resolved') &
(self.data['created_date'] <= datetime.now() - timedelta(hours=48))
(self.data['created_date'] <= now - timedelta(hours=48))
]['customer_id'].unique()
return {
@@ -599,4 +603,4 @@ You're successful when:
---
**Instructions Reference**: Your detailed customer service methodology is in your core training - refer to comprehensive support frameworks, customer success strategies, and communication best practices for complete guidance.
**Instructions Reference**: Your detailed customer service methodology is in your core training - refer to comprehensive support frameworks, customer success strategies, and communication best practices for complete guidance.