At Risk

Requires.

• At Risk with View to see the list.
• At Risk with Create or Modify for write actions.

The At Risk tab is your retention log for a customer. When a customer does or says something that suggests they might cancel — an angry call, a missed payment, a competitor reaching out, a repeat service failure, a request for reduced service — you create an at-risk entry here. The entry captures what happened, how severe the risk is, what the team plans to do about it, who owns it, and eventually whether the customer was saved or lost.

Over time, these entries become your company's churn-prevention playbook — which customers were at risk, what worked, what didn't, patterns by account class or region. Your retention team probably lives here.

Getting here

• Click At Risk in the customer's header tab bar (wave-pulse icon). The tab shows a count of active at-risk entries.
• Or navigate directly to https://portal.securitytrax.com/{your-company}/customers/{id}/customer-at-risks.

The list

Each row is one at-risk entry:

• Date reported — when the entry was created.
• Reason — the reason code (e.g. "Missed payment", "Service complaint", "Competitor contact") from the At-Risk Entry Settings catalog.
• Risk level — Low / Medium / High. Drives visual triage.
• Assigned to — the user responsible for working the entry.
• Follow-Up Date — when the assigned user should next act on the entry. The list includes the date and time when both are set.
• Status — Open, Mitigated, Resolved, Cancelled, Lost.
• Days open — computed; how long the entry has been active.

Click any row to open the full entry.

Creating a new entry

Click + New At-Risk Entry (toolbar button on the list).

Entry form

Click Save. The entry appears at the top of the list with status Open.

Editing or resolving an entry

Open any entry. Edit any field. The most common transitions:

• Open → Mitigated — you've taken the action (e.g. credit applied) but haven't yet confirmed the customer is retained.
• Mitigated → Resolved — the customer is staying. Note what worked.
• Mitigated → Lost — the customer cancelled anyway. Note what didn't work.
• Open → Cancelled — the entry turned out not to be real (e.g. misreported, duplicate).

Setting status to Resolved or Lost usually adds a mandatory resolution date and outcome note.

Workflow between At-Risk, Notes, and Tickets

At-risk entries often work together with Notes & Tickets:

• An at-risk entry may spawn a ticket assigned to the retention owner (e.g. "Call customer about complaint").
• As the situation evolves, notes track each interaction with the customer.
• When resolved, the at-risk entry's outcome notes reference the ticket and note trail.

Some companies automate this — creating the at-risk entry automatically generates a ticket, and resolving the ticket prompts you to close the at-risk entry. Ask your admin about your company's setup.

What makes a customer "at risk"

Not everyone who complains is at risk — use judgment. Common legitimate triggers:

• Missed or bounced payment — especially if it's a change from previous behavior.
• Service complaint (two or more in a short period) — suggests persistent problems.
• Explicit cancel threat — customer said they're leaving.
• Contract expiring soon — renewal risk.
• Competitor contact — we know they were pitched.
• High-value account with any of the above — scale the urgency to the revenue.

Companies with mature retention programs run reports off this data to find patterns — "customers on account class X churn 3x more than others, let's investigate why."

Related

• Notes & Tickets — individual interactions that support or resolve at-risk entries.
• Customer Cancel Reasons (admin reference) — if the at-risk eventually results in a cancellation, the cancel reason is picked from this catalog.
• At-Risk Entry Settings (admin reference) — the reason/mitigation/status catalogs referenced above.