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

Question

Is there a report that shows the contact reasons of my customers? Are there AI tools to help or to automate ticket categorization into clusters rather than rely only on custom fields with manual input?

Answer

There isn’t a prebuilt report that categorizes tickets by themes or contact reasons. However, here are 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. This feature requires the Copilot add-on. AI models predict and automatically set an Intent on your tickets. For a tailored approach, you can add custom intents for your specific business needs. Review and set up intents to categorize the most common topics from your users.

Report on the Intent field in Explore like any custom field. You can also use the intelligent triage dataset and the prebuilt dashboard.

After you set up intents, they help you understand why customers contact you and route tickets to the right team in your account. Periodically run content coverage analysis and review intent quality recommendations to keep your intents up to date so your AI agents categorize each conversation correctly.

You can also use ticket tags and triggers to categorize and route tickets, but the intent dashboard is the primary AI solution to create clusters of tickets.

For more information on intelligent triage, see Automatically triaging tickets based on intent, language, and sentiment.