How can I track ticket themes or contact reasons over time?

Question

Is there a report that shows the contact reasons of my customers?

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. 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. 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.