Analyzing support tickets

Evaluate and assign support tickets

Support systems quickly receive thousands of tickets that need to be grouped, analyzed and assigned. An automatic evaluation helps to match existing solutions to the tickets, to assign a suitable editor or to identify major problems.

The problem
Working on support requests can quickly engage many people. Thematic allocations are often inadequate, and in the end, most requests end up in the “Other” section and are analyzed manually.

The solution
First, through matching, end users can see solutions that match their ticket. If this does not help, we can quickly identify a suitable editor for a ticket. Additional cluster analysis’ can help to better understand where fundamental issues are which can, in turn, significantly reduce the number of support requests