Which subjects come up most often

What customers actually contact you about. The report that tells you which articles to write and what to fix.

What customers actually contact you about. The report that tells you which articles to write and what to fix.

Build it

1. Ticket dataset.
2. Metric: tickets created.
3. Attribute: the field that says what it is about, or the triage topic.
4. Filter: the last quarter, excluding spam.
5. A bar chart, sorted by size.

You need something to group by

A subject field, a form, a tag or a triage topic. Without one of those this report cannot be built, and that absence is itself the finding.

Intelligent triage gives you this without asking agents to classify anything.

Check the fill rate first

If a third of tickets have no subject value, the chart describes two thirds of your contact. Show the unclassified group rather than filtering it out.

What to do with the top five

1. Is there an article? If not, write it.
2. Is the article findable? Check what people search for.
3. Should this be happening at all? Some volume is a product problem wearing a support costume.

Compare before and after

Volume on a subject before and after you published an article about it. That comparison is the clearest evidence a knowledge base does anything, and it is the one that keeps the work funded.

Watch what is growing

The fastest-rising subject matters more than the largest. Large is normal; rising is new, and new usually means something changed.

Share it outside support

Product and marketing rarely see what customers ask about. This report is often the most useful thing support sends them all quarter.

See also

• Reading the intelligent triage dashboard
• Finding searches that return nothing
• Reporting on custom fields