Finder
Support Ticket Theme Finder
Your ticket queue is a ranked list of everything your site fails to explain. Paste the subject lines and this groups them into themes by volume, so the first page you write is the one that removes the most tickets.
- Ranked by volumeWrite the biggest first
- Subjects are enoughNo ticket bodies needed
- Nothing transmittedParsed in your browser
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Result
- Tickets read —
- Largest theme —
- Second —
- Third —
- Tickets in named themes —
- Do next —
Grouping is by recurring distinctive words, so it is a starting point rather than a taxonomy. Read the groups before you commit a quarter to them.
What the result means
The biggest theme is the first page to write
Not the most annoying ticket, not the loudest customer. The theme with the most tickets behind it removes the most future work for the same writing effort.
Subject lines are enough
You do not need ticket bodies, and not needing them means you can run this without exporting anything sensitive. Subjects carry the topic.
A theme is a page, not a category
The output is not a taxonomy for your helpdesk. It is a list of pages that do not exist yet, ordered by how much support work each one would remove.
Re-run it quarterly
Themes shift as the product changes. A theme that disappears after you wrote the page is the clearest proof the page worked.
Questions
A hundred subject lines gives a usable picture. A thousand gives you confidence in the ordering, but the top themes rarely change.
Because meaning-based clustering needs a model call, and this page does not make one. Word recurrence is blunt, honest, and good enough to rank.
Write one short page per theme, then point your assistant at it. That is the whole loop, and it is measurable: the theme should shrink.
Want this run against your whole site?
Tell us the page your assistant lives on and the questions you care about. A person runs them and sends back the raw answers.