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app.netric.com
Tickets
Inbox · Riders channel3 unseen
Regen braking feels grabby at low speed
Elena Marsh · Trail pilot · 12 min
High
Display shows range in miles, want km
Tomas Berg · via email · 40 min
Low
Dealer portal login loop
Nordic Cycles · via chat · 1h
Medium
Warranty question: battery cycles
Ana Duarte · 3h · assigned Lena
Waiting
Firmware update stuck at 80%
Kai Ito · yesterday · solved
Solved

Regen braking feels grabby at low speed

OpenHighRiders channelSource: app
Relay Agent answered a workflow prompt · 11 min ago

Known issue, fixed in firmware 2.5 RC1 (task linked). Rider is on 2.4.1 and 2 similar tickets are open. Suggest telling her the fix reaches pilot riders Wednesday.

EM
Elena Marsh 12 min ago

Below about 8 km/h the regen kicks in hard and the bike lurches. Happens every ride since the last update.

Thanks Elena, you're right and we've reproduced it. The fix ships in firmware 2.5 to pilot riders on Wednesday. I'll follow up here the moment your bike has it.
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People

OwnerLF Lena
ContactElena Marsh

Contact

BikeTrail · pilot
Firmware2.4.1
Tickets2

Channels as queues

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Escalation workflows

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Automation

The escalation policy that runs itself.

Netric workflows trigger on ticket events or on a schedule and chain conditions, waits, assignments, emails, webhooks and agent calls. The example below escalates anything untouched for four hours, but only after an agent has checked whether it is a known issue.

app.netric.com
Workflows

Escalate stale tickets

Object: Ticket · Runs on create and update · 41 runs this week
When a ticket is created or updatedAny channel
Actions
Wait 4 hoursThen run child actions
Check conditionStatus is Open and no public reply
Call agent: RelayLink known issues and suggest a reply. Delivers to chat only when it reports findings
Check conditionPriority is High
Assign → Lena FischerOwner of the escalation queue
Add Child Action

Call agent

Relay · Support triage
Read the ticket and its contact history. Search open tasks and recent tickets for the same symptom. If you find a match, link it and draft a public reply in Lena's voice. Escalate only if this is new or affects more than one rider.
Chat messageActivityEmailNote
Only deliver when the agent reports findings
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