Track Customer Contact Reasons Over Time in Zendesk
How can I track customer contact reasons over time in Zendesk?
To track customer contact reasons over time in Zendesk, you can use custom fields to categorize your tickets. Once categorized, you can create a custom report in Explore to track these themes over time.
The most effective custom field for this purpose is the drop-down field, which allows you to manually assign categories to each ticket. Alternatively, you can use Zendesk's intelligent triage feature, which uses AI to predict and set an Intent field automatically. This Intent field can also be reported on in Explore. For more details, check out theoriginal article.
More related questions
What is the best custom field to use for tracking ticket themes in Zendesk?
The best custom field to use for tracking ticket themes in Zendesk is the drop-down field. This field allows you to manually categorize tickets into specific themes or contact reasons. By using a drop-down field, you can easily assign a category to…
Can Zendesk's AI help in categorizing tickets automatically?
Yes, Zendesk's AI can help categorize tickets automatically using the intelligent triage feature. This feature uses AI models to predict and set an Intent field for each ticket. The Intent field can then be reported on in Explore, similar to how…
What is Zendesk's Content Cues and how does it help with ticket themes?
Zendesk's Content Cues is a feature that can automatically analyze your tickets to identify themes. This tool helps in understanding common issues or trends without the need for manual categorization. By using Content Cues, you can gain insights…
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