Support Thread Analysis
Aggregated analysis of support tickets — intent, subject, sentiment, resolution time, citations — feeding product, engineering, and ops with the same source of truth.
Support data is the highest-fidelity signal about what is breaking. Analysis turns it from a triage backlog into a decision input.
What it solves
Gives product, engineering, support, and ops a shared, current view of what customers are actually saying.
How we build it
Extraction across the ticket corpus: intent, subject, sentiment, CSAT proxy, resolution time, citations to documentation. Aggregated views per product area, per release, per cohort. The same extracted fields feed live dashboards and weekly summaries.
- Per-ticket extraction at corpus scale
- Aggregated by product area and cohort
- Live dashboard and weekly summary
- Drill-through to the underlying threads
What changes when it is in place
Product priorities and engineering work get informed by the same data, not by whose voice is loudest in the standup.