Question
Is there a report that shows customer contact reasons over time?
Answer
There is no pre-built report to categorize your tickets into themes or contact reasons. However, you can use custom fields to manually categorize your tickets. With Explore, you can track these themes over time in a custom report. For more information on reporting on a custom field, see the article: Explore recipe: Reporting on custom ticket fields.
The best custom field to use for this purpose is the drop-down field. An example field is shown below:
Alternatively, use Zendesk's intelligent triage feature to have artificial intelligence models predict and automatically set an Intent field. The Intent field can be reported on in Explore in the same way that a custom field would be reported on. Intelligent triage is part of the Advanced AI add-on. For more information on intelligent triage, see the article: Automatically triaging tickets based on intent, language, and sentiment.
Another option is to use Content Cues which can analyze your tickets to identify themes automatically.