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The Workflow

The Workflow is Contracts 365's monthly newsletter, offering timely insights on contract efficiency, automation, and AI-powered CLM. To help you harness the power of contracts, every day.


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What Support Tickets Are Telling Us

(And How to Stay Ahead)

Every month, the Contracts 365 Product Support Team gets a front-row seat to what’s working well, what’s confusing, and what customers are trying to accomplish in real time. 

Support tickets aren’t just “problems to solve”—they’re signals. And when we zoom out, they help us identify patterns that can make everyone’s experience smoother, faster, and way less stressful.

Here's are a few trends we saw this month to help you improve your user experience.

What we’re seeing:
  • Approximately 60% of Zendesk tickets are related to workflow failures involving CCM, failed tasks, and Silent DocuSign actions within workflows.
  • Another commonly reported issue involves users being unable to create records or upload documents, as well as missing access to submitted records or documents, which appears to be permission related.
  • Additionally, users frequently report system error messages displayed at the bottom of the screen, access errors while using Contracts 365, and general system slowness and application performances issues.
How to prevent it (A.K.A. quick wins):
  • Ensure both Dev and Prod environments are kept in sync whenever changes are made in either environment.
  • Workflows must be tested thoroughly after any changes are made; otherwise, they may result in a high number of workflow failures.
  • CCM updates should be tested following any user-related changes, as untested updates can lead to workflow failures.
  • User permissions must be maintained and configured correctly, especially when updating folder security rules or when there are changes to user access on the client side.
  • Improve system speed and overall application performance to reduce load times, form submission delays, and workflow task generation times.
  • Provide more detailed error messages instead of generic errors at the bottom of the page. This would greatly benefit users and the Contracts 365 team by clearly identifying the root cause of issues.

The Product Support Team is here to address and resolve issues or concerns that users are experiencing with Contracts 365—and help us continually improve the application performance, week in and week out. And Support Tickets are vital to the process.

How to make Support tickets more effective

Whether you are an end user or an admin, sending good information up front helps Support act fast.

When you open a ticket, please try to include as much information (and supporting reference) as you can:

  • Which environment. Is this happening in Test or Live? Provide the exact URL.
  • Who and when. User name, role, and the time (with your timezone) the issue occurred.
  • Clear steps to reproduce. The exact clicks and choices that led to the issue.
  • Screenshots or short video. Capture the error and the page around it.
  • Any IDs you can see. Workflow ID, document ID, or correlation ID if shown.
  • Recent changes. Note if permissions, workflows, or configurations changed recently.

Tickets with these details can help reduce follow-up clarifications and allow issues to move to resolution more quickly than without.

The Workflow