Reducing Repeat Support Tickets

[MStJohn]

Hi Hubspot Community! 

We are looking into reducing repeat questions asked + elimintate duplicate tickets through making adjustments with our SAAS product. 

Curious if anyone has used any Hubspot tools to accomplish identifying these types of inquiries to take action on?

[jforrester]

Ive been thinking of this and wished that there was a feature like JIRA has where you can use "Ticket Deflection" tactics. When a user starts to input a subject, knowledgebase docs show up that are similar so the customer can just click on those. There are also reports on this in JIRA as well. Looks like another feature request for Hubspot! 

[MStJohn]

Hi Katie, 

We do use the knolwedgebase - jus looking for better analytics tools for the content of ticket submissions + hoping others are looking for the same or have found a way to analyze these responses for proactive action within the product beyond articles. 

[KTownsend]

Hi there! I'd recommend using HubSpot's knowledge base, which can help your customers self-serve while also reducing repeat questions.

When you’re getting the same question repeatedly, it’s probably time to write a knowledge base article about it. You can also find bottlenecks in the user experience of your website using tools like HotJar or Usabilla, or even simply by running some user tests to see where people struggle to complete tasks.

You can also find inspiration for knowledge base articles in your Google Analytics setup. All you need to do is check out your internal site search analytics (make sure it’s enabled). Just go to Behavior > Site Search > Overview to see the common terms people are searching for. (Tip: You can compare time periods and sort by “absolute change” to see rising trends over time.)

I hope this helps!