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True Word Cloud based on Ticket Body
Posted Feb 08, 2021
I've tried using Ticket Subject with the word cloud, but the subject has to be the exact same as another one to be counted together. That's not a true word cloud, as it should be able to pick the most common single words out of all the ticket subjects.
Are there plans to expand this to Ticket Body? I'm trying to generate a word cloud for each team so they can see the most commonly used words in their tickets. Tags and Subjects don't suffice.
Thanks!
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12 comments
Ryan Boyer
I agree with this feedback as well. In order to spot any trends in tickets, such as ticket body/ description, it would be helpful for the Word cloud visualization to parse out common words or phrases in tickets. I understand that there is a feature similar to this in Content Cues; however, in Explore we're looking to refine this data more by filters (ticket group, type, etc.).
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Geoffroy Rech
This feature would definitely be a great way to identify new trending issues raised by customers when experiencing high volume
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Trina
You have my vote! As it is, I can't a word cloud report to work in Explore.
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Erin Daniels
Adding a vote here for improving the word cloud feature.
Currently ticket subjects need to match exactly in order to be counted, which is not helpful when our many agents have varied ways of documenting the same topic (e.g. "COVID-19 question" vs "COVID-19 request").
Expanding this to the ticket body would also be very nice. We have a use case for identifying common words in the first comment of a ticket, or the second comment, third, etc.
Please consider adding this to your roadmap. Thank you!
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Stephen
+1 on this - it would be great to perform this type of analysis on data.
I am also thinking that this may be beneficial in scenarios where legacy data was not categorised properly and cannot be updated due to the restrictions on editting closed ticket data. It may help to give some degree of understanding on what previous tickets were related to, even if the relevant fields / forms were not setup correctly.
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Anna Spektor
is there any progress on this question? maybe another option to do a trend analysis on ticket types without the need to categorize each ticket on entry.
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Viachaslau
When solving a ticket our agents need to indicate a reason of customer contact. That's how we can analyse historical backlog. But we also need a real time tool to understand what's happening right now. And word cloud could be really helpful.
+1 from me
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Wojciech Smajda
Hi,
We appreciate your suggestion regarding the generation of a word cloud from ticket body text in Zendesk Explore for a clearer understanding of common themes in tickets.
While the current functionality is limited to exact matches in subject lines and does not analyze individual words from ticket bodies, we realize the potential this feature could have for analytics. Currently, there are no plans to implement this in the near future, but please know that your feedback is instrumental for our consideration in expanding Explore's capabilities.
Thank you for sharing your needs with us and please keep an eye on our community for any future updates on product enhancements.
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Monna Torres
+1 for me as well. The real-time word cloud will be very helpful to understand spikes we might be getting vs common ticket issues
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Martin Cubitt
I would like to apply a word cloud over CSAT comments to highlight repeated words like quick, responsive, great, etc - but it just pulls in the whole comment. This means it is not a word cloud but a phrase cloud which is no help to me.
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Tracy Scuderi
+1 on this.
In the meantime Wojciech Smajda , is there any way to pull the requestor entries in the ticket contents into an explore report so that we can export it and manually create a word cloud outside Explore?
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Tori Anaya
+1 on this! Would also love for it to extend to ticket satisfaction comments.
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