Plan requirement
| Subscription | Any plan |
| Access | Admin |
Patterns in what customers say, across many tickets. A starting point for investigation rather than an answer.
Use it
- Install the app.
- Choose the period and scope.
- Read the themes it surfaces.
- Open real tickets behind anything interesting.
What it does
Looks across ticket text and groups what customers are talking about. Useful because nobody can read three thousand tickets, and the themes are not always the ones you expect.
Always open the tickets
A theme is a label on a pile. Reading five tickets behind it tells you what customers actually said, and it frequently changes the interpretation.
Acting on the label without reading the tickets is how a support team solves a problem nobody has.
Where it is most useful
- After a release, to see what changed in what people mention.
- Finding a rising subject before it becomes volume.
- Giving product and marketing something concrete from support.
It is not a substitute for triage
Intelligent triage puts a topic on each ticket, which is a field you can route and report on. This finds themes; that structures them.
Where you have triage, use it for the ongoing measure and this for exploration.
Read it monthly, not daily
Themes move slowly. Checking constantly produces reaction to noise.
Share what you find
Support hears what customers say about the product before anybody else does. This is one of the few ways to turn that into something another team can act on.
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