Question
Is there a report that shows the contact reasons of my customers? Are there any AI tools to help or automate categorizing tickets into clusters rather than only using custom fields with manual input?
Answer
There isn’t a prebuilt report that categorizes tickets by themes or contact reasons. However, here are some methods to help you track these ticket categories.
Custom fields
Use custom fields to categorize your tickets manually. With Explore, you can track these fields over time in a custom report. Use a drop-down field, for example:
Intelligent triage
Use the intelligent triage feature. This feature requires the Advanced AI add-on. Artificial intelligence models will predict and automatically set an Intent to your tickets. For a more tailored approach, you can add custom intents based on your specific business needs. You can review and set up specific intents to categorize the most common topics from your users.
The Intent field can be reported on in Explore in the same way that a custom field would be reported on and you can use the intelligent triage dataset and prebuilt dashboard.
Once you have intents set up, they will help you understand what customers are reaching out about and they can route tickets to the right team in your account.
You will need to periodically perform content coverage analysis to keep your intents up to date so that your AI Agents can accurately categorize each conversation appropriately.
You can also use ticket tags and triggers to categorize and route tickets, but the intent dashboard is the primary AI-driven solution for creating clusters of tickets.
For more information on intelligent triage, see the article: Automatically triaging tickets based on intent, language, and sentiment.