Best Practices for Categorizing Support Tickets
What is the best way to categorize support tickets for analysis?
The best way to categorize support tickets for analysis is by using custom fields to capture specific data about each issue. This allows you to organize tickets by major topics or issues, making it easier to identify common problems. For example, you might have custom fields for different products or user segments, or for specific features related to the problem.
Once your tickets are categorized, you can create views and reports to drill down into each category and find specific, recurring issues. This process helps you determine which topics should be documented in your knowledge base.
More related questions
How can I identify common customer issues for my knowledge base?
To identify common customer issues for your knowledge base, start by analyzing your support tickets. These tickets are a goldmine of information about customer pain points and frequently asked questions. Categorize your tickets using custom fields…
How can macros help in identifying knowledge base topics?
Macros can be a valuable resource for identifying knowledge base topics. By reviewing your most-used macros, you can uncover common customer pain points and issues that frequently arise. These macros often contain responses to recurring questions…
What role do tags play in finding common customer issues?
Tags play a crucial role in finding common customer issues by helping categorize tickets and identify recurring problems. By analyzing the tags applied to tickets, you can see which issues are most frequently encountered by your customers. This can…
How can existing content be used to seed a knowledge base?
Existing content can be a valuable resource for seeding your knowledge base. Informal documentation, such as support agents' cheatsheets or macros, often contains solutions to common issues and can be adapted for your knowledge base. This content…
Why is community feedback important for knowledge base development?
Community feedback is important for knowledge base development because it provides direct insights into common customer issues and pain points. By consulting your internal community of agents and your external community of customers, you can gather…
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