Track Ticket Themes Over Time - Frequently asked questions
Discover how to effectively track ticket themes over time with Zendesk. Explore common questions and solutions to enhance your ticket management strategy.
Frequently asked questions
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…
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…
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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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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