ContentDash

Hi {{name}},

The issue has been raised to our T3 support team for a further investigation, I will update you in the following days with an ETA on it.
For your reference here is the Jira ticket number: {{jira}}

Thanks,
{{agent}}
Technical Support and Integration Engineer

Hi {{name}},
The issue has been raised to our RnD team for a further investigation, I will update you in the following days with an ETA on it.
For your reference here is the Jira ticket number: {{jira}}

Thanks,
{{agent}}
Technical Support and Integration Engineer

Hi {{name}},

This issue has been resolved and it is now waiting for QA team approval before release. I will let you know once they release the fix.
Thanks,

{{agent}}
Technical Support and Integration Engineer

Hi {{name}},

This ticket is still queued up for work by our T3 support team. We will try our best to provide you a ETA in the following days.
Thanks,

{{agent}}
Technical Support and Integration Engineer

Hi {{name}},

Our T3 support team resolved this issue. Can you please confirm on your side that it is working fine for you ?
Thanks,

{{agent}}
Technical Support and Integration Engineer

Hi {{name}},

Our RnD team resolved this issue. Can you please confirm on your side that it is working fine for you ?
Thanks,

{{agent}}
Technical Support and Integration Engineer

Hi {{name}},

This ticket needs to be raised to our RnD team for a further investigation. Moved this ticket from T3 support to RnD.
Thanks,

{{agent}}
Technical Support and Integration Engineer

Hi {{name}},

This ticket is still under RnD investigation. I will update you soon concerning the progress of this ticket.
Thanks,

{{agent}}
Technical Support and Integration Engineer

Hi {{name}},

This ticket is still under T3 support investigation. I will update you soon concerning the progress of this ticket.
Thanks,

{{agent}}
Technical Support and Integration Engineer

Hi {{name}},

We have raised this request to our Integration team, I will update you in the following days with an ETA on it. I have attached the documentation that you need to follow in order to enable the {{int}} integration with Clicktale on your side.
For your reference here is the Jira ticket number: {{jira}}

Thanks,
{{agent}}
Technical Support and Integration Engineer

Hi {{name}},

Thank you for reaching out.
What you are seeing is a security alert from Google indicating that the SSL certificate used to load Clicktale will be distrusted as of Chrome version 70, coming out in October 2018. This stems from the fact that Akamai, our CDN uses Symantec as its SSL provider, and Google is working with Symantec to transition to new certificates. More information on this issue can be found here: https://community.akamai.com/community/web-performance/blog/2017/08/29/google-symantec-subca-transition Akamai has stated that it will make the transition smooth for its customers, so please do not be alarmed whatsoever by this alert.

Please let me know if you have any additional questions.
Thanks,
{{agent}}
Technical Support and Integration Engineer

Hi {{name}},

Thank you for reaching out.
There were some concerns regarding the Clicktale recording links in the {{Integration}} application, since some recordings seemed to be missing. After a deep investigation the following:

Our "Success Rate" (Meaning the percentage of pageviews that are properly saved and available for viewing, out of the total number of pageviews recorded) is currently at {{Success}}% for this project which is higher than the 90% Clicktale is committed to. The reasons for some potential loss is explained in the attached document. Furthermore, in 97% of the cases you will be able to find at least part of the user's journey. I hope this sheds some light on the reasons for the perception that there are missing links from Clicktale. Please feel free to reach out to me with any questions or concerns you may have.

Please let me know if you have any additional questions.
Thanks,
{{agent}}
Technical Support and Integration Engineer

Hi {{name}},

Thank you for reaching out.

After checking this with my team we know why this scenario is possible and DOES make sense. In some cases our recorder sends to our processing service duplicate sessions, each session is counted as a PV. In order to eliminate this duplication we have a backend job that works on the DB and located duplicate sessions and merge them. as a result the number of PV which were purified will decrease. this job runs in our backend in a 24h cycles.

Basically what we are seeing here is that the client checked a date range which the end date was the day before generating the heatmap. At the specific time of generation its highly possible that it was before the duplication daily data purifying.
Checking the same date range a few days later will ensure it is post data purification.

Please let me know if you have any further questions.

Thanks,

{{agent}}
Technical Support and Integration Engineer

Hi {{name}},

Thank you for reaching out.
We have up to 10% possible data loss SLA.

Reasons may be:
More common: Connectivity issues on the user end, very short session ending before Clicktale finished the initialization.

Less common: Deletion of cookies, JavaScript errors on page that are not related to Clicktale, tag not injected at all. In case that entire flow is missing: Unsupported browsers, ad blockers, browser privacy settings.

Please let me know if you have any further questions. Thanks,

{{agent}}
Technical Support and Integration Engineer

Customer Name:	{{name}}
Clicktale Support Contact:	{{support}}
Relevant CSM/AM:	{{csm}}
Ticket Number:	{{ticket}}
Ticket opened by:	{{open}}
Initial discovery date and time:	Customer: {{timec}}  Clicktale: {{timect}}
Webpages affected:	{{webpage}}
Type of data unintentionally collected:	{{datatype}}
Category of data:	{{datacate}}
Estimation of number of sessions containing PII:	{{est}}
Cause for such PII to be captured:	{{cause}}
Recordings still live?	{{live}}
Was leak fixed? if not describe fixing efforts so far:	{{fixed}}
Additional actions taken since discovery:	{{additional}}
Additional comments:	{{ac}}

Definitions:

“Highly Restricted Data”: Highly sensitive personal information, including any of the following: Data concerning Health or Medicine (e.g. HIPPA), Financial, Credit Cards or Bank Information (e.g. PCI), Information regarding Children, Government Issued IDs.

“General PII”: Any personal information that is not “Highly Restricted Data”, including any of the following: Name, Email Address, Full IP Address, Physical Address, Telephone / Fax Number.

“Permitted Data”: Any personal information that is required to be collected: Anonymized IP, Clicktale’s random unique user ID (first party cookie), User behavioral data (e.g. mouse clicks).

Dear {{name}},

As a conclusion of Clicktale’s efforts to purge all visitor data unintentionally collected, we confirm that such process has been completed.

Please find below main findings following our investigation:

Clicktale Support Ticket Number: {{support}}

Initial discovery date: {{date}}

Webpages affected: {{page}}

Amount of affected pageviews: {{pv}}

Type of data: {{data}}

Actions taken by Clicktale between discovery and purge: {{action}}/{{action1}}/{{action2}}

Date of purge: {{purge}}

Time period of unavailable recordings (due to purge): {{otrecorded}}

Recommendations: [add recommendations for Customer to implement – e.g. implement our blocking API fully across all pages, review customer current user list and delete any irrelevant users,etc.]

Please do not hesitate to contact us for any additional clarifications and we thank you for your cooperation.

{{agent}}

Dear {{name}},

Please note that we recently acknowledged the unintentional collection of certain personal information of visitors on your website.

Following the information currently available to Clicktale concerning such unintentional collection:

Clicktale Support Ticket Number: {{support}}

Initial discovery date: {{date}}

Webpages affected: {{page}}

Amount of affected pageviews: {{pv}}

Type of data: {{data}}

True to this email, recordings in the above affected webpages [are disabled] [are active following implementation of masking fix].
If not already done so, please contact [add name of Clicktale Support Contact] at [add contact details], in order to assist in the process of identifying preventing any further leakage.

Please note the following:

• [if “General PII”][As we continue our investigation we wait for your instructions concerning the deletion of such data. If no other instructions are received, the data will be deleted no later than by [add date which is 1 business day from ticket]].

• [if “Highly Restricted Data”][As the data concerned is of highly sensitive nature, Clicktale will not be able to continue storing it, and therefore the data will be deleted no later than by [add date which is 1 business day from ticket]].

• In case it is not technically possible identify and delete only the affected recordings by such time frame mentioned above, other collected data might be deleted in the process as well.

Please do not hesitate to contact us for any additional clarifications and we thank you for your cooperation.

{{agent}}

Dear {{name}},

According to the new guidelines regarding the support of Clicktale's legacy product, this ticket will unfortunately not be addressed and has been closed with a status of ”Closed Internal". Since the support team will not inform the customer that this ticket is closed, the AM will determine if and how to communicate this information to his/her client.

If you feel strongly that there is a significant financial impact that we did not consider, you can request to have this reviewed by the escalation committee. If necessary, please use the "request escalation" button in the case.

Best regards,

{{agent}}

Hi {{name}},

Can I please offer you a screenshare call in order to discuss and try to troubleshoot the issue on your side ? This would really help you to find a quick resolution to your issue.

Please let me know if you have any additional questions.
Thanks,
{{agent}}
Technical Support and Integration Engineer