Support ticket trends
Support ticket trends: which problems are new or getting worse, every week.
Support ticket trends are the changes in what your customers write to you about: which problems are new, which are steady, and which are getting worse.
It is not a chart of ticket volume. Your help desk already counts tickets. Overdesk reads them, names the problem, and tells you whether it is growing.
14 days with every Pro feature. No card.
The rule
“Getting worse” is a rule, not a mood.
Each problem Overdesk finds is marked one of three ways.
New
First seen in the last 7 days.
Getting worse
At least 2 more conversations than the week before, and at least a quarter more.
Steady
Everything else.
So one extra ticket is never called a trend, and a problem that doubles from 2 to 4 conversations is. The same rule marks every problem, on the dashboard and in the email.
The weekly email
Every week, what needs a decision comes first.
An example, not live output.
What needs a decision
3 issues · 1 new this week · 2 getting worse
High: Booking page shows the wrong time zone after the 3.2 update
Medium: Calendar sync stops after a password change
Low: Invoice PDF cuts off long company names
See every issue
Under it, the email shows:
What your week was about
This week against last, by type of question.
One thing to do this week
A single suggestion, not a list.
How the drafts went
How many were sent as-is, edited before sending, or answered your own way.
When and who
Wednesday morning, to the people who decide.
The weekly email covers the last 7 days against the 7 before. By default it goes out Wednesday at 9:00 in your workspace’s time zone, to owners and admins. Each email has an unsubscribe link. A week with no conversations, drafts or new issues sends nothing.
It can also post to Slack or ClickUp.
The weekly email comes on every plan. The issues it opens with come from the analyses your plan runs: regressions, recurring bugs, frustration and churn are Pro features. See plans and pricing.
What can’t wait a week
Daily, for what can’t wait.
Post-release regressions, frustration signals and churn signals run every morning over the last 3 days. A problem a release caused can show up the next morning, not next Wednesday.
Versus help desk reports
Your help desk counts. Overdesk reads.
Help desk reports chart tickets by tag and by channel. They show that volume went up, and which tag an agent picked. A count by tag or channel shows how much, not what the problem is.
The analyses read the subject and the opening snippet your help desk shows for each recent conversation. Recurring bugs, post-release regressions, churn signals and frustration signals also read the start of the messages in the thread. No tags needed.
Questions
Is this a chart of ticket volume?
No. Overdesk names the problems customers write about and marks each one new, steady or getting worse. Your help desk’s own reports count the tickets.
How does Overdesk decide a problem is getting worse?
A problem is getting worse when it has at least 2 more conversations than the week before, and at least a quarter more. A problem first seen in the last 7 days is new. Everything else is steady.
Who gets the weekly email, and can I stop it?
Owners and admins. Each email has an unsubscribe link. A week with no conversations, drafts or new issues sends nothing.
Do I need to tag my tickets?
No. The analyses read what customers wrote, not the tags on the ticket.
Something we didn’t cover? Email us or book a demo.