Calling all Zendesk experts and admins! How have you been able to pick up and report on trending issues/concerns as an admin in Zendesk? I've ran reports, created customer triggers with tags, I've done everything. When support is slammed, how can we see in real time at any point what the biggest issues are without having to create new reports or reading through hundreds (thousands) of tickets? What has worked for you? I've used Zendesk to slack notifications, etc. but I just am not getting the real-time reporting I need for these without having to spend a ton of time in tickets. I'd love to be able to see what words are trending across tickets in relation to each other. Even more than that. What have you done to help your business?
How to report on trending issues/concerns in tickets real-time?
Hi Naomi,
Thats a good question and I'm replying to share my knowledge and also to hear form others to in the thread. I've done the following:
- Voice of customer program, with one of the main inputs being Zendesk case categorisation fields, where each enquiry is categorised into 1 of 10 categories, with an index of many sub categories. This feeds to a dashboard that has ~1 hr update interval, but is not necessarily realtime. Issues and themes are analysed and logged into Trello for major themes/painpoints, and a separate stakeholder forum and report is monthly.
- Similar to what you mentioned, there is a 'firehose' style slack channel where Zendesk sends ticket details to a special slack channel, for tickets that are categorised a certain way. We do this for selective product teams, who want to 'drink the feedback from the firehose'. It results in a crowded slack channel though so we use sparingly
- We have a 'Known Issue' process established for support like a lot of Zendesk companies have. This is where a Problem ticket is created for a major incident or new impactful theme, then all staff link their individual incident tickets to that Problem ticket. The Problem ticket itself has some custom form fields to help with insight. Then any interested parties can view the problem ticket, and view the impact in realtime. This extends to another system, where we use Pagerduty for ITSM incident management, and the problem ticket is linked there too.
- We also use Amazon Contact Lens recently, for voice transcription and analysis, and that is useful. Amazon can fire off realtime email and api notifications based on keywords, rules and conditions, realtime as in after the call has concluded.
- For our voice of customer program, we also use an AI software to surface trends from text and unstructured data. I wont list the name here, as its not our preferred solution but I can see this getting better in future.
@tim16 could you tell me more about Amazon Contacts Lens? Is this an integration AI I can setup with Zendesk or is this a completely different call center/CRM? I did a little bit of digging into this but can't completely tell what this is used for.
@naomi11 This is an interesting use case. Are you having users submit via messaging or a form? In that case, you could capture some information that way. Another alternative might be Zendesk's Advanced AI Intent Modeling & Sentiment Tracking. Curious what others come up with here.
Brandon, we have users submitted through form and over email. Trying to phase out of email so we can track what they are writing in about. Forms does help capture information but if we have a specific bug people are writing in about it is likely it isn't in forms yet. Hence why I would like to track those trends that pop up. The intent modeling would only prove useful again if it is able to track issues that I don't have to train the AI on before.
That makes sense! Have you heard of Qvasa? They solve for a very similar use case.
I haven't! I just looked it up and it looks like it is free too. I am right on this?
The integration is free but the tool does have a subscription cost associated. I believe they have a presence in the Zendesk Community, so they might be able to provide additional context here.
I just reached out to them to get more information. If you have any other softwares you know about that can do this please send them my way! We've looked into Pathlight but weighing prices right now.
Hi @naomi11,
With Amazon Contact Lense, its tied in with the Amazon Connect Telephony system, so it's limited to voice analysis when paired with Zendesk (it can do Amazon case analysis but we do not use case functionality in Amazon). Amazon Connect integrates with Zendesk, and Contact lens is naturally integrated with Amazon Connect.
Also with Amazon there are other developer resources available, such as Amazon Comprehend and Event Bridge API's that would require a custom solution to analyse the unstructured data, and realtime events from Zendesk tickets. If you have any Amazon tech/engineering folks at your workplace they might help piece that latter bit together, otherwise it could be quite complex when dealing with eventbridge/API's
So it might not be aligned with your use case but good to know about.
I am reading about Qvasa and Pathlight, both look helpful and likely simpler to setup that the customer Amazon solutions
Really an interesting topic, glad to have you all here.
Hi Naomi,
What we have done to help support is create a field called category. Then used triggers and subject line keywords to automatically fill in the field. We added the field to the view so at any given time an agent can see what category the tickets fall into.
This has also helped us with metrics and seeing what percentage each category consumes.
Hi Everyone,
Amer from Qvasa here. This is absolutely a problem we've solved for!
Our live-reporting combined with our AI tagging can show you your current state of affairs as Naomi asked for. Our cherry on top here is threshold alerting, which will alert you via email or slack when issues trend upwards.
If you want to book a call with me to learn how to do this and more you can do so here.
You can also install our app here.
Amer
Thank you to everyone who has chipped in! Love all the feedback and am working to implement some changes to help our operations.
We have been using Qvasa to help achieve the original issue that was mentioned in the top of this post. Please let me know if you have any other questions!
Hi Everyone!
I'm a UX Researcher at Zendesk, and we're working on some changes to Zendesk's live reporting. We would love to hear about your experience and what areas we could improve on. I'm reaching out to see if you'd be interested in participating in an incentivized 1-hour session and giving some thoughts on the ideas our Product team is developing.
If that sounds like something interesting to you, apply here: https://www.userinterviews.com/projects/VfA1caB8Hg/apply
Thanks!
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Thanks for your question, and thank you to our community members for their answers!
There have been a lot of wonderful suggestions made here, and I would love to add one more to the mix - you do have the ability to report on common keywords with the use of auto-tagging. It's not the most foolproof way to gather keyword data (and we recommend a heavier use on fields as opposed to tags for reporting - click here to learn more), but it could be a good way to use the native reporting options available to you in Explore.
Additionally, you could also submit your feedback and product requests on our community page here - this gets sent directly to our product team! I know this is a popular request, so it would be great to have our team aware of it.
All the best,
Grace