Support Ticket Analytics: Spot Trends, Sentiment and Root Causes in Your Tickets

Support ticket analytics turns thousands of support conversations into a short list of the issues customers contact you about, how each one is trending and how customers feel when they leave.

Unwrap reads every ticket and chat from your support tools, groups them into issues automatically and flags the ones that are new or spiking. You don't have to tag tickets by hand or build reports first.

What Support Ticket Analytics Gives You

• A taxonomy of support contact reasons covering all your tickets and grouped into increasingly granular and actionable levels.

• New issues grouped as they appear, and existing issues that are spiking

• Inferred customer satisfaction, source, and other relevant ticket metadata on every conversation

• Unwrap Assistant AI analysis highlighting customers at risk of churn or open to upsell, turning Support into a retention and expansion driver

• A direct path from an issue to a Jira, Asana or Linear ticket, with the change in complaints tracked after the fix

Support tickets are analyzed alongside the rest of your feedback, so an issue is counted alongside, and contextualized by other feedback, whether it is raised in a ticket, review, survey, or elsewhere.

How It Works

Connecting Your Ticketing Tool

Unwrap connects natively to the support tools most teams use:

To connect Zendesk or Intercom, go to the Integrations page, click Connect, and log in with an account that has Admin privileges in that tool. It may take several hours for your data to integrate and be analyzed.

See Feedback Sources: Every Tool Unwrap Connects To for every support integration.

How Tickets Are Grouped Into Issues

Unwrap reads each ticket and groups the sentences that describe the same issue into a Group, even when customers word it differently. One ticket can mention several issues, so it can feed several Groups.

Groups sit in a hierarchy called your taxonomy, from broad areas like "Account Management" down to specific problems. Each time new tickets are ingested, most commonly once a day, Unwrap looks for new patterns and nests each new Group under the right parent.

See How Unwrap Groups Feedback Into Themes Automatically.

New Issues, Spikes and Trends

Unwrap brings new and growing issues to you instead of waiting for someone to notice them in a dashboard:

• Real-time alerts tell you by email or in Slack when a new issue appears or an existing one spikes, meaning a Group hits a 14-day high at least 25% above its prior peak.

• The Taxonomy page highlights rising and falling themes, so you can see which contact reasons are gaining momentum.

• The Home page shows new Groups and Groups with big changes in volume.

• Subscription reports send an updated analysis of your ticket feedback to email or Slack, daily, weekly or monthly.

To see how a ticket issue trends over time, open its Group or add it to a Board. See Real-time Alerts.

Inferred Customer Satisfaction (CSAT)

Every customer turn in a support conversation gets an inferred CSAT label you can filter and chart by. Inferred CSAT labels each customer message and the conversation as a whole, so you can see satisfaction rise and fall turn by turn. It covers every conversation with at least one customer message, not just the customers who answer a survey.

DSAT Rate, used in SupportIQ, is built on Inferred CSAT. It represents the share of labeled conversations marked Dissatisfied or Very Dissatisfied, and is useful because customers are especially likely to highlight when they are dissatisfied, and because dissatisfied customers are the most at risk of churn. Break it down by Group to see which issues lead to the least satisfied customers.

Inferred CSAT is turned on per account, so ask your Unwrap contact to turn it on. See Inferred CSAT.

Grading Agent Performance With SupportIQ

SupportIQ grades every support interaction for agent performance (Satisfactory, Needs Improvement or Neutral) based on your organization’s Standard Operating Procedures (SOPs).. Support managers use it to find quality gaps and coaching focus areas, and track agent progress over time, on the criteria relevant to your organization, rather than a generic scorecard. SupportIQ also allows you to filter for Support Recovery to find agents and cases that turn dissatisfied customers to satisfied ones.

SupportIQ is a paid add-on module. Contact your account manager to turn it on. See SupportIQ.

Finding Churn Risk in Tickets

Unwrap identifies tickets from customers at risk of abandoning or returning your product or service as Churn Risk. Filter to Churn Risk to see what those customers are contacting you about, then break it down by Group to find the issues behind it.

Pair it with a custom field such as plan tier or annual recurring revenue (ARR) to see which accounts the risk sits with, or use it to identify particularly risky taxonomy groups. Tickets from customers who want to expand or upgrade can be labeled Upsell Opportunity.

To get to the root cause of an issue, ask the Unwrap Assistant: "Find the top root cause driving [problem] and help me prioritize solutions with verbatim evidence."

Sending Issues to Jira With Linked Actions

Linked Actions connects Jira, Asana or Linear to Unwrap, so you can create a ticket straight from a Group of support issues.

When your team resolves the issue, Unwrap reports the relative change in complaints related to that Group, so you can see whether the fix worked. Linked tickets show their actual workflow status in Unwrap, such as "QA Review" or "Shipped."

Connecting Jira, Asana or Linear needs Unwrap Admin permissions. See Unwrap Linked Actions: Setup Guide.

FAQs

How Often Does the Analysis Update?

New tickets come in automatically in near real time, or on a predetermined cadence configured for the integration in question.

Do I Need to Set Anything Up?

Yes, you’ll need to connect your ticketing tool and work with Unwrap to define and configure desired custom fields, or metadata, that you want to appear on each ticket entry. Taxonomy grouping, sentiment, and custom field attachment or calculations run automatically from there.

Can I Choose Which Tickets Are Analyzed?

Yes. For any support tool, bring in the field you want to filter on (such as a tag, inbox or status) as a custom field, then filter out the tickets you don’t want.

Many integrations also let you filter at setup. For example, you can include or exclude tickets by tag in Zendesk and Intercom, by inbox in Front and Gladly, and by flow in Decagon. See Feedback Sources: Every Tool Unwrap Connects To.

Can Unwrap Hide Who Submitted a Ticket?

Yes. With PII Redaction turned on, Unwrap removes names, email addresses and other personal details from ticket text before it’s stored, for any support tool you connect. It’s set up through Unwrap’s account management team, and there’s a charge for it. See PII Redaction.

Some integrations also let you skip the submitter’s details at setup. For example, Zendesk has an option to stop ingesting the submitter’s name and email.