How to report on trending issues/concerns in tickets real-time?
已于 2024年1月16日 发布
Calling all Zendesk experts and admins! How have you been able to pick up and report on trending issues/concerns as an admin in Zendesk? I've ran reports, created customer triggers with tags, I've done everything. When support is slammed, how can we see in real time at any point what the biggest issues are without having to create new reports or reading through hundreds (thousands) of tickets? What has worked for you? I've used Zendesk to slack notifications, etc. but I just am not getting the real-time reporting I need for these without having to spend a ton of time in tickets. I'd love to be able to see what words are trending across tickets in relation to each other. Even more than that. What have you done to help your business?
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16 条评论
Laura Lachowicz
Hi Everyone!
I'm a UX Researcher at Zendesk, and we're working on some changes to Zendesk's live reporting. We would love to hear about your experience and what areas we could improve on. I'm reaching out to see if you'd be interested in participating in an incentivized 1-hour session and giving some thoughts on the ideas our Product team is developing.
If that sounds like something interesting to you, apply here: https://www.userinterviews.com/projects/VfA1caB8Hg/apply
Thanks!
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Naomi Greenall
We have been using Qvasa to help achieve the original issue that was mentioned in the top of this post. Please let me know if you have any other questions!
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Naomi Greenall
Thank you to everyone who has chipped in! Love all the feedback and am working to implement some changes to help our operations.
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Amer
Hi Everyone,
Amer from Qvasa here. This is absolutely a problem we've solved for!
Our live-reporting combined with our AI tagging can show you your current state of affairs as Naomi asked for. Our cherry on top here is threshold alerting, which will alert you via email or slack when issues trend upwards.
If you want to book a call with me to learn how to do this and more you can do so here.
You can also install our app here.
Amer
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Grace Maxon
Thanks for your question, and thank you to our community members for their answers!
There have been a lot of wonderful suggestions made here, and I would love to add one more to the mix - you do have the ability to report on common keywords with the use of auto-tagging. It's not the most foolproof way to gather keyword data (and we recommend a heavier use on fields as opposed to tags for reporting - click here to learn more), but it could be a good way to use the native reporting options available to you in Explore.
Additionally, you could also submit your feedback and product requests on our community page here - this gets sent directly to our product team! I know this is a popular request, so it would be great to have our team aware of it.
All the best,
Grace
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Stacy Robinson
Hi Naomi,
What we have done to help support is create a field called category. Then used triggers and subject line keywords to automatically fill in the field. We added the field to the view so at any given time an agent can see what category the tickets fall into.
This has also helped us with metrics and seeing what percentage each category consumes.
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Stephan Marzi
Really an interesting topic, glad to have you all here.
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Tim Sulzberger
Hi Naomi Greenall,
With Amazon Contact Lense, its tied in with the Amazon Connect Telephony system, so it's limited to voice analysis when paired with Zendesk (it can do Amazon case analysis but we do not use case functionality in Amazon). Amazon Connect integrates with Zendesk, and Contact lens is naturally integrated with Amazon Connect.
Also with Amazon there are other developer resources available, such as Amazon Comprehend and Event Bridge API's that would require a custom solution to analyse the unstructured data, and realtime events from Zendesk tickets. If you have any Amazon tech/engineering folks at your workplace they might help piece that latter bit together, otherwise it could be quite complex when dealing with eventbridge/API's
So it might not be aligned with your use case but good to know about.
I am reading about Qvasa and Pathlight, both look helpful and likely simpler to setup that the customer Amazon solutions
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Naomi Greenall
I just reached out to them to get more information. If you have any other softwares you know about that can do this please send them my way! We've looked into Pathlight but weighing prices right now.
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Brandon Tidd
The integration is free but the tool does have a subscription cost associated. I believe they have a presence in the Zendesk Community, so they might be able to provide additional context here.
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