Spot recurring issues early
Group tickets by cause so a new problem shows up before it's a flood.
Customer support · Software · On a schedule · Updated
Slack
Intercom
Pylon
Zoho Desk
Unthread
FreshdeskHow do you spot recurring support issues early?
To spot recurring support issues early, set Maito to review new tickets on a schedule. It groups them by cause, compares counts with earlier days, and posts what is growing and what is steady, with the accounts involved and ticket links. You hear about a new problem before it floods the queue.
How it's done today
Support notices a pattern after 50 tickets.
What Maito does
- Read the day's tickets
- Group them by likely cause
- Flag any group that's growing
Example
Loop run: Weekdays 4:00 PM · Recurring issue check
Growing: CSV export fails. 14 tickets since noon, against 2 yesterday. In 11 of them the customer quotes the same error: "Export timed out (504)". The first arrived at 12:07 PM and nothing like it came before noon. Every one of the accounts is exporting over 10,000 rows. 5 are Enterprise, including Globex and Initech. Steady, no action: • Password reset emails: 9 • Invoice copy requests: 6 Ticket numbers are in the thread below, from Intercom.
@Maito I'll raise it with engineering. Can you keep watching?
Yes. I'll post the count here at 5 and 6 PM. If you open an incident, I can send the 14 ticket numbers to the on-call channel.
Maito (4:00 PM):
Growing: CSV export fails. 14 tickets since noon, against 2 yesterday. In 11 of them the customer quotes the same error: "Export timed out (504)". The first arrived at 12:07 PM and nothing like it came before noon.
Every one of the accounts is exporting over 10,000 rows. 5 are Enterprise, including Globex and Initech.
Steady, no action:
• Password reset emails: 9
• Invoice copy requests: 6
Ticket numbers are in the thread below, from Intercom.
Sam (4:08 PM):
I'll raise it with engineering. Can you keep watching?
Maito (4:09 PM):
Yes. I'll post the count here at 5 and 6 PM. If you open an incident, I can send the 14 ticket numbers to the on-call channel.
How to set it up
- Ask your agent
“Every weekday at 4 PM, read the day's Intercom tickets, group them by likely cause, and tell me in #support if any group is growing.”
- Connect support desk
- Intercom
- Pylon
- Zoho Desk
- Unthread
- Freshdesk
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It groups by what customers write, so a cause customers don't describe stays hidden. It reports patterns and doesn't open incidents on its own.
Questions
On a schedule you pick, such as every few hours or each morning, as a Loop. You can also ask for a check in a thread.
Your support desk: Intercom, Pylon, Zoho Desk, Unthread or Freshdesk.
It reports what is growing and also what is steady, so you know what to ignore.
