Content Cues offers a list of suggested topics that might be missing from your help center, topics that need more articles, or articles that are more easily discoverable. This list includes topics created by commonly-used keywords and phrases in tickets submitted by your customers.
This article covers the following topics:
Understanding the Content Cues suggestion list
Each entry on the list includes the following columns:
- Support topic: phrases or keywords extracted from ticket groups to provide you with the context of the topic. Support topics are suggested if 11 or more related tickets are raised.
- Tickets: the Content Cues AI detects how many support tickets reference the topic. However, there could be more tickets that relate to it.
- Cue created: the date when the support topic was first detected. The support topic will continue to be updated daily with more tickets as they arise.
Language: support topics are created from tickets in the supported languages.
Viewing suggested support topics
To view a suggested support topic
- In Guide, click the Manage Articles icon (), then click Content Cues.
- Click the Support topics tab.
- Open the suggestion by clicking anywhere on the cue.
The cue displays:
- The number of tickets that have recently referenced the suggested topic, (the duration of how recently a ticket was referenced varies from cue to cue)
- A list of phrases commonly found in the tickets
- A list of ticket tags commonly found in the tickets
- Three related tickets
- Options to dismiss the cue, or to view more tickets
- Take any of the following actions:
- Click View tickets, to view a list of tickets related to the support topic, suggested topic, and keywords.
- Click Dismiss cue, to remove the cue from the list.
For information about dismissing the suggestion, see Dismissing Content Cues to tidy up the suggestion list.
Viewing related tickets
You can view parts of related tickets, including agent responses, to help determine what content you may want to update or create. There are two different ways to see tickets related to the support topic.
To see tickets related to the support topic, do one of the following:
On the Support topic sheet, open Related tickets, then click on the linked ticket number of the previewed ticket.
You will see up to three tickets that Content Cues has selected as the best matches to the support topic. Use the link provided on each ticket to go to the full support conversation. Save this link to get back to it later after you've dismissed the cue, or share it with your team.
On the Support topic sheet, go to Related tickets > View tickets to see more tickets in a new window.
When you click view tickets, you can see tickets assigned to the support topic, and go through all of the support conversations. Content Cues checks the support topic daily and updates it as new tickets that match the topic are detected.
Save the link to get back to it later after you've dismissed the cue, or share it with your team.
Understanding how Content Cues tags tickets
Content Cues processes incoming tickets on a daily basis to generate new, or update existing, Support topics. As a part of this process, Content Cues tags related tickets for you to view with a corresponding Support topic ID. This generates a list of related tickets for you that you can see in search, or report on in Explore. To make it easy for you to identify the articles, the tags applied by Content Cues have the prefix content_cue_ followed by a unique identifier, for example: content_cue_f3608693-15b5-1e48-9188-a2ma5efd9bae.
Now that you can see the tickets related to the Support topic, it's good practice to look through them, then you can compile enough details to better help your customers by updating/creating relevant help center articles. For example, if more than one theme has been raised by customers through the Support topic, then it may be better to split the article into multiple help center articles. You can save the link to the search result in Content Cues, and use it after you dismiss the Support topic.
You cannot view tickets that are closed before they are detected by Content Cues, which is why you may sometimes see a discrepancy between the amount of tickets you see when clicking view tickets, and the total count of tickets assigned to the Support topic (see Updating and solving tickets).
We're actually modernizing the Content Cues experience as we speak and soon have this available for you (Look out for our announcements).
In the new version we'll focus on giving you access to more tickets in your support topics instead of directly recommending articles related to each support topic. We'd be very interested in hearing your feedback on this change when you get a chance to work with it.
My first impression is: "Wow, you're taking away a feature!" Sure, AI could get it better, but it's useful to see how close the AI gets. It's a start....a "cue."
1. Why is taking away a feature called "modernizing"? "Modernizing" often implies an improvement. What is the "improvement" and what is the benefit?
2. You say "instead of directly recommending articles." Are you "indirectly" recommending articles somehow? If so, I'd like to know, because it sounds like I'll have to guess about the articles you're recommending once the feature is "modernized."
I'm a tech writer, and I want to maximize the articles available to our clients and to our support, so recommended articles is what I look for. Knowing associated articles help understand our findability.
I wouldn't mind having related support tickets on top of the current feature. Could it be configurable as to which you'd like...tickets or guide articles?
I think this will make sense for most of our use case (which is driven off of support cases) since I use analytics, votes, and release dates to pick what to update, and I need help seeing the trends in our tickets that would inspire new articles.
On the other hand, my teammate runs an info portal for another brand that's not driven by support tickets, and it's not an improvement for her. ¯\_(ツ)_/¯
Hi @... and @...
Thanks for sharing your impressions, and it is truly appreciated! You bring an interesting point forward which we did not hear represented in our research, and I'd be very keen to have a chat with you. I'll get in touch with you through a ticket.
To just make sure that everyone is on the same page, there will still exist cues for support topics and articles to update/archive in Content Cues in the upcoming release.
It is the three related articles in support topics that will be affected to make room for new exciting features while keeping the user experience simple. We believe that the upcoming release will provide you with more context to better help your customers. If this turns out not to be true for you, then we're of course very happy to learn more.
I just read your announcement and I'm super intrigued with the improvements. Thanks for clearly laying them out for us.
In this article, the following note is mentioned:
"You cannot view tickets that are closed before they are detected by Content Cues. This is the reason why there could be a discrepancy between the amount of tickets you see, when clicking view tickets and the total count of tickets assigned to the support topic."
I was wondering what Support would need to do to increase the number of tickets that Content Cues detects and reduce this discrepancy? I'm not sure we understand how the Content Cues detection works, essentially. This way, Technical Writers, like myself, would have more tickets included in the list that we can analyze for insights when we click View Tickets.
Also, do you have best practices for Support ticket labels to improve the performance of Content Cues?
Unfortunately, it’s not possible to influence the number of tickets that Content Cues detects because it is done automatically by our algorithms. You can look for common keywords and phrases that are on at least 11 tickets, and then add as a Support topic. As for best practices and closed tickets that were not detected immediately by Content Cues, it’s still a brand new feature that is being reviewed and improved by on the feedback we receive from our users. I encourage you to share this with our Product Team in Feedback on Guide.
When clicking the View Tickets button, it shows 0 in all the sections, even though it shows a preview of 3 tickets as expected. I am an Administrator. What might be causing me to be unable to view the tickets feeding into the content cues?
I would love to further check this for you. I’ll be opening a ticket for this concern and please expected an email shortly.
In the Articles to Review section, when you click on one of the articles, a notice appears stating "this article has received XX views in the last 60 days." Is there a way to either add a column reflecting the number of views to the "Articles to Review" table, or to otherwise pull a report that reports that? I would DEFINITELY be interested in that for Document Management purposes! Thank you!
You can create a simple query by using the Guide - Knowledge Base dataset. Here's a sample that I have created.
You can also check our available Explore: Guide recipes for additional queries that can help in your Document Management.
This is breaking the heck out of automations by causing tickets get "updates" in the form of a content cue, when the ticket has been pending and untouched otherwise for days. This makes it impossible to have the system re-open tickets that have been pending with no updates for 2 days, for example, because content cues is touching them and "updating" them during that time. Is there anyway to get this to stop happening?
Edit: How can I turn this feature off?
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