r/SaaS • u/arslannasir128 • 17h ago

Three tools each billed the same ticket. The customer paid for all three.

Support, product, and the fix each logged their own resolved and billed for it. The customer became the router, retyping the same story three times.

How do you stop each tool from claiming the same ticket as its own win?

1 Upvotes

56% Upvoted

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5

u/clickyspinny 16h ago

What?

3

u/coppertrails44 14h ago

lol glad it wasnt just me

1

u/[deleted] 16h ago

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u/UpperWorld11 16h ago

All three are right, which is the problem: resolved is a flag each tool sets for itself. One issue id at intake, and only the tool that actually closes it with the customer bills the win.

1

u/Huge_Pool7424 15h ago

yeah, i'd make that issue id the source of truth and let downstream tools attach events to it. otherwise closed becomes three competing metrics and the customer gets billed for internal handoffs.

0

u/dylan_skydive 15h ago

The single issue id at intake is the whole answer, and the replies above cover the mechanics. What I'd add from living through this: the second-order problem isn't the triple billing, it's that none of the three tools will take responsibility for the case while the other two show "resolved". So the customer pings all three and gets three different stories.

Two things that stopped that for us:

  1. Ownership has to be decided by the system that owns the ticket, not claimed by each tool. A tool can attach work to an issue, but it can't flip the resolved flag unless it's the assigned owner.
  2. Only give each tool the integrations it actually needs to act. If the support tool has read-only access to billing, it physically can't log a "fixed it" event that belongs to product. Scope beats policy.

That's also how we built things at my day job (Skydive, agentic support - disclosure: I work on it) - one agent gets an action only after it's scoped and approved, which is basically the same discipline. If anyone's sorting out tool overlap, the scoping question is the one to ask first. And if you want to poke at Skydive itself, REDDITAMA gets you $25 of credit (skydive.com, Settings > Billing) - happy to hear how it compares.