You release a new feature after months of development, only to find yourself buried in support tickets. Customers are frustrated - not because the feature is broken, but because they don't understand how it works or why it isn’t doing what they expect. Sound familiar?

That’s exactly what happened when we launched our new Automations feature at Gong. Shortly after launch, we started receiving tickets from users who didn’t understand why a certain automation they configured did or didn’t run. The logic worked and the configured automation wasn’t broken - the problem was that the automation was a black box for them.

In this talk, I’ll share how we turned that black-box into a glass-box by creating customer-facing logs for our users. I’ll cover how we chose which information to include, where to extract it from, and how we kept it clear and actionable for our users without overwhelming them and without over-complicating our codebase.

You’ll see a real-life example of how visibility can turn confusion into clarity, and how thoughtful transparency can reduce support load while increasing customer trust.