Missing Coverage 3
Ready to Review 3
Hard to Find 3
In Progress 0
SSO Login Redirect Loop After Password Reset
🎫 47 tickets this week
📈 +34% vs last week
🔍 no article found
Customers are hitting a redirect loop specifically after resetting their password while SSO is enabled. No help article covers this scenario. The existing SSO setup guide doesn't address post-reset authentication flows. Arla identified 14 distinct customer descriptions of the same underlying issue — customers are searching for "SSO loop," "redirect after password," and "login redirect error" with zero article matches.
📧 Zendesk · 31 tickets💬 Intercom · 16 tickets# slack: #support-team🎯 Jira: AUTH-2241
Flag as Known Issue — Arla will monitor this Jira ticket
Role Permissions Not Applying After Team Invite
🎫 19 tickets this week
📈 +22% vs last week
🔍 no article found
Newly invited team members are not inheriting the role permissions set during the invite flow. Affects every new workspace with 3 or more members. Support is handling these manually — typically a 2-step workaround that isn't documented anywhere outside of a Slack thread from April 21st.
📧 Zendesk · 11 tickets💬 Intercom · 8 tickets# slack: #support-team🎯 Jira: PERM-844
Flag as Known Issue — Arla will monitor this Jira ticket
Billing Cycle Change Not Reflected in Invoice
🎫 11 tickets this week
📈 +18% vs last week
🔍 no article found
Customers who change their billing cycle mid-period expect the next invoice to reflect the new cycle date. It doesn't — and there's no help article explaining the delay or how proration works. 11 tickets this week, escalating to billing disputes.
📧 Zendesk · 7 tickets💬 Intercom · 4 tickets# slack: #billing-escalations🎯 Jira: BILL-1102
Flag as Known Issue — Arla will monitor this Jira ticket
Integration Setup — Connecting Salesforce
Ready to Review
How to Connect Salesforce to Your Workspace
Arla Intelligence connects to Salesforce via OAuth. This guide walks you through a 3-step setup. Step 1: Navigate to Settings → Integrations and click "Add Integration." Step 2: Select Salesforce from the integration list. Step 3: Sign in with your Salesforce admin credentials when prompted — Arla handles the rest...
Arla Intelligence connects to Salesforce via OAuth. This guide walks you through a 3-step setup. Step 1: Navigate to Settings → Integrations and click "Add Integration." Step 2: Select Salesforce from the integration list. Step 3: Sign in with your Salesforce admin credentials when prompted — Arla handles the rest...
Alex T. — Product Owner — waiting
Jordan M. — Support SME — waiting
CSV Export — Including Custom Fields
Ready to Review
How to Export Data with Custom Fields
By default, CSV exports include standard fields only. To include custom fields in your export: Navigate to Reports → Export. Click "Configure Columns" before exporting. Toggle on the custom fields you want to include. Custom fields created in the last 30 days may require a workspace refresh before they appear in the export column list...
By default, CSV exports include standard fields only. To include custom fields in your export: Navigate to Reports → Export. Click "Configure Columns" before exporting. Toggle on the custom fields you want to include. Custom fields created in the last 30 days may require a workspace refresh before they appear in the export column list...
Alex T. — Product Owner — waiting
Notification Preferences — Mobile App
Ready to Review
Managing Notification Preferences on Mobile
Mobile notification preferences are managed separately from desktop. To update your mobile alert settings: Open the Arla mobile app and tap your profile icon. Select Notifications. Toggle individual notification types on or off. Changes apply immediately and sync across devices within 60 seconds...
Mobile notification preferences are managed separately from desktop. To update your mobile alert settings: Open the Arla mobile app and tap your profile icon. Select Notifications. Toggle individual notification types on or off. Changes apply immediately and sync across devices within 60 seconds...
Jordan M. — Support SME — approved
CSV Export Not Including Custom Fields
Hard to Find
An article covering this topic exists — but customers can't find it because the title and keywords don't match how they describe the problem. 31 customers searched for this topic last week and found no results. The existing article is titled "Data Export Guide" — customers are searching for entirely different terms.
What customers are searching
custom field exportexport with fieldsCSV all columnsdownload custom data
Current article title
"Data Export Guide" — 0 search matches to customer terms
Notification Preferences Not Saving on Mobile
Hard to Find
An article titled "Managing Alerts & Notifications" exists in the help center — but 14 customers searched for mobile-specific notification help last week and found nothing. The article covers both desktop and mobile but customers assume it's desktop-only based on the title.
What customers are searching
mobile notificationspush alertsapp notification settingsturn off mobile alerts
Current article title
"Managing Alerts & Notifications" — no mention of mobile in title or keywords
Billing Cycle Change Not Reflected in Invoice
Hard to Find
The answer to this question is buried inside "Account & Billing FAQ" — a 12-section article covering unrelated topics. 11 customers last week searched specifically for billing cycle timing and found no direct result. The term "billing cycle" doesn't appear in the article title or top-level keywords.
What customers are searching
change billing datebilling cycle updatewhen does billing changebilling period
Current article title
"Account & Billing FAQ" — billing cycle covered in section 7 of 12, unsearchable by topic
No items in progress yet. Use "Mark as Known Issue" on a gap card to flag it with a Jira ticket — Arla will monitor for when it closes.
Help Center
142 articles across 6 categories
Last synced 4 minutes ago
142
Total published articles
9
Stale articles flagged
3
Coverage gaps this week
3
Drafts in approval queue
Getting Started
24 articles
Arla Intelligence Quick Start
Connecting Your First Integration
Setting Up Your Workspace
Role Permissions Not Applying After Team Invite
Gap
Understanding Your Dashboard
Authentication & SSO
18 articles
SSO Setup Guide (SAML & Okta)
Stale · 47d
SSO Login Redirect Loop After Password Reset
Gap
Multi-Factor Authentication Setup
Stale · 52d
Password Reset & Account Recovery
Stale · 23d
SCIM Provisioning and User Sync
Integrations
31 articles
Integration Setup Guide
Zendesk Integration
Intercom Integration
Jira & Linear — Sprint Sync
Stale · 34d
Salesforce Integration
Data & Exports
22 articles
Running Reports & Exporting Your Data
CSV Export Guide
Stale · 61d
CSV Export Not Including Custom Fields
Hard to Find
Scheduled Report Delivery
Data Retention & Compliance
Billing & Account
19 articles
Invoice & Payment Methods
Stale · 38d
Billing Cycle Change Not Reflected in Invoice
Gap
Adding & Removing Seats
Account & Billing FAQ
Stale · 91d
Downgrading or Canceling Your Plan
Mobile App
28 articles
Getting Started with the Mobile App
Notification Preferences — Mobile App
Hard to Find
Mobile App Permissions & Settings
Stale · 29d
Using Arla on iOS & Android
Offline Mode & Data Sync
Tribal Knowledge
Slack conversations flagged as undocumented knowledge · Arla surfaces these before they walk out the door
#support-team
· monitored channel
3 messages flagged this week as undocumented knowledge
JM
Jordan M.
Today 9:14am
Quick heads up — if a customer is getting the CSV import failure with no error message, it is almost always a hidden character in the first column. It happens when someone exports from Excel on Windows. Tell them to open in Notepad, delete and retype the very first character, re-save as UTF-8 not BOM, and re-upload. Works 9 times out of 10.
Arla flagged this as undocumented knowledge. This fix is not in the help center. Arla has drafted an article — ready to route for approval.
AT
Alex T.
Yesterday 3:47pm
FYI the webhook retry behavior changed in v2.3 — it now retries 3 times with exponential backoff (1s, 4s, 16s) before failing. The old docs said 5 retries flat. If customers are seeing delayed webhook deliveries that is probably why. We should update the docs.
Arla flagged this as a documentation gap. The published webhook article references the old retry behavior. Arla has drafted an update — pending Product Owner approval.
RK
Riley K.
Apr 18 11:22am
The SSO loop issue — root cause is that we are not invalidating the SAML assertion cache on password reset. Engineering knows about it, it is in the backlog as AUTH-2241. Workaround is to have the customer clear cookies and re-auth directly through the IDP not the app URL. Fix shipping in today's April 28th release — AUTH-2241 is marked complete in Jira.
Arla flagged this as undocumented knowledge. Root cause and fix ETA are not in any help article. Arla has drafted a workaround article with release ETA included.
Drafts Ready for Approval
Bulk User Import — Hidden Character Fix
Jordan M. · #support-team · Today 9:14am
Fix for CSV import failures caused by hidden characters from Excel on Windows. Includes step-by-step resolution and UTF-8 save instructions.
Webhook Retry Behavior — Updated for v2.3
Alex T. · #support-team · Yesterday 3:47pm
Documents the new exponential backoff retry behavior introduced in v2.3. Replaces outdated 5 flat retries documentation.
SSO Login Loop — Workaround & Fix ETA
Riley K. · #support-team · Apr 18 11:22am
Documents root cause (SAML assertion cache not invalidated on password reset), IDP-direct workaround, and today's April 28th fix — AUTH-2241 confirmed complete in Jira.
Zendesk — ticket spike
23 tickets in 12 min
+1,150% vs. 12-min baseline · still climbing at 9:47am
Jira — critical label
P0 · AUTH-2291
Labeled critical at 9:47am · assigned to on-call engineering
Slack — #incidents
"SSO is completely down"
6 messages in 4 minutes · detected 9:47am CT
Help Center Status Alert
SSO Login Issues — Our Team Is Working on a Fix
We're aware that some customers are unable to log in using SSO. Our engineering team identified the issue at 9:47am CT and is actively working on a fix. If you need immediate access, log in using your email and password at your workspace login URL while we resolve this. We'll update this article as the situation changes.
Jordan M. — Support SME — waiting
Alex T. — Product Owner — waiting
⚠ 15 min SLA
Status Page Update
Investigating — SSO Authentication Degraded
We are investigating an issue affecting SSO authentication. Customers may experience login failures or redirect loops after password reset. Impact: All SSO-enabled workspaces. Workaround: use email and password login. Detected: 9:47am CT. Status: Investigating. Next update by 10:15am CT.
Alex T. — Product Owner — waiting
⚠ 15 min SLA
Proactive Customer Email
Action Required: SSO Login Issue — Workaround Available Now
We're writing to let you know we're experiencing an issue with SSO authentication that may be preventing your team from logging in. We identified this at 9:47am CT and engineering is actively working on a fix. Your team can log in right now using their email and password at your workspace URL. No data is at risk. We will send a resolution update as soon as this is fixed.
Jordan M. — Support SME — waiting
⚠ 15 min SLA
Multi-Channel Escalation Timeline
Min 0
Notifications sent simultaneously
Slack DM · Email · In-app to all required approvers at 9:47am CT
Slack DM · Email · In-app to all required approvers at 9:47am CT
Jordan M.
Alex T.
Min 5
Follow-up if no acknowledgment
Second Slack DM in same thread · "10 minutes remaining before escalation. Customers are actively affected."
Second Slack DM in same thread · "10 minutes remaining before escalation. Customers are actively affected."
Min 10
Pre-escalation warning
Final Slack DM with consequence · "5 minutes until your backup approver takes over."
Final Slack DM with consequence · "5 minutes until your backup approver takes over."
Min 15
Hard escalation — backup takes over
Backup approver assigned · Admin notified · Escalation logged permanently
Backup approver assigned · Admin notified · Escalation logged permanently
Collision Detection
Cross-team signal conflicts that need acknowledgment before they reach customers · Active acknowledgment required — this is not a notification
🔴 Launch Collision — Marketing vs. Engineering
Dashboard Filters Announcement vs. Incomplete Build
Marketing has a blog post and in-app announcement scheduled for Thursday at 9am CT announcing the new Dashboard Filters feature. Arla detected that Jira ticket DASH-1847 (the implementation) is still open and assigned — engineering has not marked it complete. If the announcement ships Thursday and the feature is not live, customers will click through to something that does not exist yet.
Signal sources: Marketing calendar (Notion) · Jira DASH-1847 status: In Progress · Slack #engineering — no ship confirmation as of today
Signal sources: Marketing calendar (Notion) · Jira DASH-1847 status: In Progress · Slack #engineering — no ship confirmation as of today
Acknowledgment required from all three teams before Thursday
Engineering — Riley K. — not acknowledged
Marketing — Sam L. — not acknowledged
Product — Alex T. — not acknowledged
🟠 Content Collision — Help Center vs. Incident in Progress
SSO Setup Guide Published While SSO Incident Is Active
A new SSO Setup Guide was approved and published to the help center at 8:52am CT. Arla simultaneously detected an active SSO incident (AUTH-2291 — SSO Authentication Service Degraded) that is still unresolved. Customers arriving at the SSO Setup Guide expecting to complete setup will encounter failures not mentioned in the article — and no status alert is linked from the article.
Signal sources: Help center publish event 8:52am CT · Jira P0 AUTH-2291: Open · Zendesk ticket spike: 23 tickets in 12 min · Incident Alert screen: active
Signal sources: Help center publish event 8:52am CT · Jira P0 AUTH-2291: Open · Zendesk ticket spike: 23 tickets in 12 min · Incident Alert screen: active
Acknowledgment required — article should be updated or temporarily unpublished
✓ Jordan M. — acknowledged
Product — Alex T. — not acknowledged
Dismissed
No dismissed collisions. Items you dismiss will appear here for re-evaluation.
Forecasting
Predicted support volume based on sprint completion data and historical ticket patterns · Updated every Monday at 7am CT
Authentication & SSO
+62% projected
AUTH-2291 fix ships Friday. Based on the last 3 major auth releases, ticket volume spikes 62% on release day and stays elevated for 3 to 5 days. Zero help articles currently cover the new post-reset flow. Arla recommends publishing the SSO redirect article before Friday.
Role Permissions & Team Invites
+38% projected
PERM-844 ships Thursday — changes how role permissions apply on team invite. Currently 19 tickets per week on this topic with no help article. Without documentation before Thursday, Arla projects a 38% spike on top of existing volume.
Dashboard & Reporting
+24% projected
DASH-1847 (Dashboard Filters) ships this week with a marketing announcement Thursday. The pre-release article is in the approval queue and must be approved before Thursday or Arla projects a 24% inquiry spike with no coverage.
Billing & Integrations
→ Stable this week
No sprints closing in Billing or Integrations this week. Volume expected to stay within 5% of last week baseline. 11 active billing tickets noted — the billing cycle article remains a coverage gap but no spike is forecast.
Arla Recommended Actions This Week
Approve the SSO redirect article before Friday. AUTH-2291 ships Friday. Based on the last 3 major auth releases, 62% more tickets arrive on release day. The article is in your approval queue with a 3-day SLA — it needs to be approved today or tomorrow to be live before the release.
Approve the Role Permissions article before Thursday. PERM-844 closes Thursday. 19 tickets per week already arrive on this topic with no article. An additional 38% spike on top of that volume will strain the support queue significantly.
Resolve the Dashboard Filters collision before Thursday. Arla detected that DASH-1847 is still open while marketing has an announcement scheduled Thursday. If the feature is not live when customers read the announcement, Arla forecasts an inquiry spike with no coverage.
Billing and Integrations are stable — no action needed this week. No sprints closing in these areas. Arla will continue monitoring for ticket pattern changes and flag anything that warrants attention before next Monday digest.
Settings
Polling & detection · Notifications · Connected integrations · Workspace configuration
Tier 1 — Required at Launch
Zendesk
Reads ticket titles, tags, and volume trends for gap analysis. Writes approved articles to Zendesk Guide. Real-time webhooks active for incident detection — Arla fires an alert when ticket rate on a single topic exceeds your configured threshold. Last synced 14 minutes ago.
● Connected
ON
Intercom
Reads conversation content, tags, and volume patterns. Intercom conversations map to the same internal schema as Zendesk tickets — gap analysis and article drafting work identically regardless of which platform surfaced the signal. Last synced 14 minutes ago.
● Connected
ON
Slack
Monitors configured channels for tribal knowledge — when a senior agent shares a workaround or undocumented fix, Arla flags it as a draft article candidate. Also sends approval notifications and incident alerts as direct messages to the relevant approvers. Currently monitoring: …
● Connected
ON
Microsoft Teams
Parallel to Slack — reads configured channels for tribal knowledge and sends approval notifications and incident alerts as direct messages. Connect this if your team uses Teams instead of or alongside Slack. Uses Microsoft Graph API and Azure app registration.
Not Connected
Claude API Required · Always active
Powers all AI capabilities in Arla — ticket classification, gap analysis, article drafting, revision based on approver feedback, and post-incident summarization. Arla does not function without this connection. Cannot be disabled.
● Connected
Tier 2 — Unlock Proactive Story
Jira
Reads sprint board data and ticket completion events. When a sprint ticket moves to Done, Arla automatically drafts a corresponding help article and routes it to approvals — so documentation is ready before customers ask. P0 and Critical labels also feed real-time incident detection.
● Connected
ON
Linear
Alternative to Jira for sprint sync. Provides the same proactive article drafting capability — when a Linear issue is completed, Arla drafts documentation and routes it for approval. Connect this if your engineering team uses Linear instead of or alongside Jira.
Not Connected
Zendesk Guide
Enables Arla to publish approved articles directly to your Zendesk help center. Write access is only exercised after a human has approved the content in the Arla approval queue — no article ever reaches customers without sign-off. Last synced 14 minutes ago.
● Connected
ON
Azure DevOps
Reads Azure Boards work items and sprint completion events. When a work item moves to Done, Arla drafts a corresponding help article and routes it for approval — the same proactive drafting behavior as Jira and Linear. Azure Pipelines release events can also trigger the release readiness gate. Connect this if your engineering team uses Azure DevOps.
Not Connected
Tier 3 — Product Intelligence
Pendo
Reads feature adoption data and in-app guide analytics. Arla uses adoption signals to identify features customers are struggling with — low adoption combined with rising ticket volume is a documentation gap signal. Also surfaces which Pendo in-app guides overlap with help center articles, flagging duplication or contradiction before it reaches customers.
Not Connected
Monday.com
Reads project boards and item completion events. When a Monday.com item tied to a customer-facing feature is marked Done, Arla drafts a help article and routes it for approval. Useful for teams that manage product and customer work in Monday alongside or instead of Jira. Maps to the same internal sprint schema as Jira, Linear, and Azure DevOps.
Not Connected
Aha!
Reads product roadmap and feature release data. Arla uses upcoming release records in Aha! to draft help articles proactively — before engineering ships and before customers ask. Feature descriptions, release notes, and acceptance criteria from Aha! feed directly into Arla's drafting context, making first drafts more accurate and requiring fewer revision cycles.
Not Connected
Don't see your tool?
Submit a request and we'll evaluate adding it to Arla. Most requests are reviewed within 48 hours.
Global Polling
Ticket Queue Polling Frequency
How often Arla pulls from Zendesk and Intercom to detect new gaps and trends. Real-time webhooks handle incident detection separately — this controls gap analysis cadence.
Real-Time Webhooks
Webhooks bypass the polling schedule for incident detection only. Arla configures these automatically when you connect Zendesk or Intercom — no manual setup needed.
ON
Incident Detection
Detection Window
The rolling time window used to measure ticket spike rate. A spike is triggered when the threshold is reached within this window.
Ticket Spike Threshold
Number of tickets on a single topic within the detection window that triggers an incident alert. Lower values = more sensitive. Topic clusters with known high volume can override this.
tickets
After-Hours Behavior
How Arla handles incident detection outside your configured business hours. "Alert always" sends full escalation stack regardless of time.
Per-Integration Overrides
Zendesk Polling Frequency
Override the global polling frequency for Zendesk only. Leave as "Inherit from global" to use the setting above.
Intercom Polling Frequency
Override the global polling frequency for Intercom only.
Desktop Notifications
OS Desktop Notifications
Arla sends approval requests and incident alerts as system notifications — visible outside the browser while you're in other apps. Incident alerts use persistent notifications that stay pinned until you respond.
Notification Channels — Per Event Type
Notification type
Slack
Email
Push
Active Incident Alert ● Required
All three channels fire simultaneously. Cannot be disabled for users with approval roles.
Approval Needed
Sent when Arla routes a new item to your approval queue.
Approval Deadline at Risk
Sent when an approval item is at 50% of its SLA window with no action taken.
Escalation Triggered
Sent to the backup approver and admin when an SLA deadline is missed.
Collision Alert
Sent immediately to all affected team leads when a cross-team conflict is detected. Requires active acknowledgment.
Tribal Knowledge Candidate
Sent to the Support SME when Arla flags a Slack or Teams message as undocumented knowledge.
Article Published
Sent when a help article goes live. Can be delivered per-publish or batched into the weekly digest.
Stale Articles Flagged
Delivered in the Monday morning digest. Lists articles that haven't been updated in 30+ days with active ticket volume.
Weekly Support Load Forecast
Monday morning digest to support leadership. Predicts ticket volume for the coming week based on sprint completions and historical patterns.
Digest Schedule
Weekly Digest Delivery
Day and time the stale article summary and forecast digest are delivered to support leadership.
Article Published Digest
Batch newly published articles into the weekly digest, or send a notification immediately on each publish.
Workspace Identity
Workspace Name
Displayed in email notifications and the Fetch Snapshot report header.
Workspace URL
Your Arla workspace URL. Contact support to change.
app.arla.ai/arla-intelligence
Billing Plan
Core Platform + Sprint Visibility Agent add-on. Annual billing.
Default SLA Configuration
Tier 1 · Incident
15 minutes · Full escalation stack at minute 5 and 10
Not configurable
Tier 2 · Pre-Release
Tied to release date — alert at 48 hours before deadline
Tier 3 · Standard Gap
Day 3 reminder, Day 5 escalation, Day 7 admin flag
Tier 4 · Keyword Update
Day 3 escalation to backup approver
Data & Retention
Ticket Data Retention
How long Arla retains ticket metadata for trend analysis. Full ticket text is processed in memory only — it is never persisted.
Approval History Retention
How long Arla retains the full approval audit trail — who approved, when, what feedback was given, and what changed.
Security
Enforce MFA for All Members
Require all workspace members to set up multi-factor authentication. Members without MFA will be prompted on next login.
OFF
Single Sign-On (SSO)
Require members to authenticate via your identity provider (Okta, Azure AD, Google Workspace). Connecting an SSO provider disables password login.
OFF
SCIM Provisioning
Automatically provision and deprovision workspace members from your identity provider. Requires SSO to be enabled first.
OFF