Who this is for
Owner or support lead who suspects a few questions fill the inbox but has never counted them.
You want to know which three or four questions to answer on your site, or which page to fix, before spending more on support.
The result
From up to 500 anonymised tickets you get a report of up to 12 themes, each with a count and at least three example tickets. A test with planted themes is found and counted within two tickets. For each theme it names the page or answer that already covers it, or says none does.
What is included
- Up to 500 tickets from the last three months, names and addresses removed
- Up to 12 themes, each with a count and example ticket numbers
- For each theme, the page or sheet line that already answers it, or "none"
- A repeatable method and script
- A separate test set of 100 tickets with five themes you plant, sealed until the run
You receive
- The theme report
- Ticket-to-theme list
- Coverage note per theme
- The script and checksum of the input
- The planted-theme test results
What is not included
- Causes or reasons behind the questions
- Sentiment scoring of customers or staff
- Judging agent performance
- Replying to tickets
- Customer names or contact details
- More than 500 tickets without a quote
What we need from you first
- How many tickets a month and which tool holds them
- The questions you already think are most common
- No customer data or helpdesk login
Never send passwords, keys, customer records or confidential code in the first enquiry. Secure handover is agreed after scoping.
How we check it is done
- Two people on your side label the same 50 of the 100 test tickets, and we start only if they agree on at least 85%. In the 100-ticket test set (separate from the 500) with five themes planted by you and sealed until the run, the report finds all five and each count is within two tickets of your count; a ticket that fits two themes is counted once, in the theme your labeller chose. Missing a planted theme fails the test.
- Every theme in the report lists at least three ticket numbers that exist in the export and belong to it.
- Running the script twice on the same export gives identical counts, and the input checksum is recorded.
- The report states in its first lines that it gives counts and not causes.
- Your named person checks the coverage note for 10 themes you pick (all of them, if there are fewer than 10) against your pages, and all are right; one wrong note fails the test.
You re-run the acceptance checks with the steps we hand over, read the results and sign off in writing. Payment follows sign-off.
When we would stop or decline
- The export holds customer data that cannot be removed
- You want individual staff scored
- You want causes or predictions rather than counts
- Two people on your side label the same 50 test tickets and agree on fewer than 85%
- Tickets are mostly in a language we cannot check
Questions
Will it tell me why customers ask?
No. It counts what they ask. Reasons need your judgement.
Is this sentiment analysis?
No. It does not score how customers feel.
Is this a monthly report?
It is one report. A monthly version can be agreed afterwards.
Does a pass mean it will be right next month?
No. A pass describes items like the test sample on the day of the test. It is not a promise about future items, and it does not replace your own checking.
How is this different from the help-centre gap report?
This counts every theme in your tickets, answered or not, and proves the count with planted themes. The gap report ranks only the questions that no help article answers. If you only want the unanswered questions, use the gap report.
Price and terms
£195 · untested offer price. £195 after the agreed acceptance checks pass and you sign off. No payment before sign-off.
This is a new service with no published client results. The price is a starting point we have not yet tested with buyers. Nothing is ordered or charged by the enquiry. The full specification is on the Synthetic Industry catalogue.