Question
Is there a report that shows the contact reasons of my customers?
Answer
There is no prebuilt report to categorize your tickets into themes or contact reasons. However, you can use custom fields to categorize your tickets manually. Use a drop-down field, for example:
With Explore, you can also track these fields over time in a custom report.
Alternatively, use the intelligent triage feature. Artificial intelligence models will predict and automatically set an Intent to your tickets. 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. 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 and analyze your tickets to identify themes automatically.