Analyzing Customer Support Tickets: How AI Is Streamlining the Process

Discover the benefits of analyzing customer support tickets using generative Artificial Intelligence (AI) tools.
Nicole Bansal
Nicole Bansal, April 27, 2023

Providing exceptional customer support is critical to building lasting relationships and fostering customer loyalty. As marketers know, one of the essential aspects of keeping customers happy is analyzing customer support tickets to better understand their needs, pain points, and preferences.

In this blog post, we'll explore the benefits of analyzing help desk tickets, the challenges posed by manual processes, and how artificial intelligence (AI) tools are revolutionizing this aspect of customer support.

The benefits of analyzing customer support tickets

Analyzing customer support tickets provides numerous benefits for businesses. First and foremost, it helps identify common issues and trends, enabling companies to proactively address customer pain points and improve their products or services. By understanding the root causes of customer complaints, businesses can develop targeted solutions that lead to higher customer satisfaction and, ultimately, greater customer retention.

Besides resolving customer issues, analyzing support tickets can also help uncover valuable insights that drive product and service improvements. By examining the feedback and suggestions contained within these tickets, businesses can identify potential areas for growth and develop new features that cater to their customers' needs. Moreover, this data can help inform marketing and sales strategies by highlighting the features and benefits most valued by customers.

Furthermore, analyzing customer support tickets allows businesses to refine their customer support processes and enhance the overall customer experience. By identifying patterns in support requests and common customer concerns, companies can optimize their support workflows, reducing response times and improving the effectiveness of their support teams. This not only increases customer satisfaction but also boosts the efficiency of the support team, freeing up resources for other essential tasks.

Through this analysis, companies also gain the ability to measure the success of their customer support initiatives. By monitoring trends in ticket volume, resolution times, and customer satisfaction ratings, businesses can evaluate the effectiveness of their support strategies and make data-driven decisions to optimize their approach.

Manual processes are tedious and prone to error

While the benefits of analyzing customer support tickets are apparent, the process of doing so can be time-consuming and labor-intensive. Traditional methods involve manually categorizing and tagging support tickets, which can be both tedious and prone to human error. Furthermore, as the volume of customer support tickets grows, this manual process becomes increasingly difficult to manage and scale.

Manual ticket analysis is also subjective in nature, and results can vary based on human interpretation. Different team members may categorize tickets differently, leading to inconsistent data and potential misinterpretation of customer feedback. This lack of consistency can hinder a company's ability to effectively address customer issues and make informed decisions based on their support data.

Manual analysis of customer support tickets also often requires a significant investment in employee training and resources. As businesses grow and expand their support teams, the need for standardized processes and training becomes even more critical. However, this can be costly and time-consuming, taking valuable resources away from other important business initiatives.

The solution: AI-powered analysis via direct integrations with Viable

Fortunately, recent advancements in AI and machine learning (ML) technologies have provided a solution to these challenges. By leveraging generative analysis tools, businesses can automate the process of analyzing customer support tickets, drastically reducing the time and effort required while ensuring greater accuracy and consistency.

One such solution that harnesses the power of AI is Viable. Our AI-powered generative analysis platform is designed to streamline the process of analyzing customer support tickets. By using advanced natural language processing (NLP) algorithms, Viable can quickly and accurately categorize, tag, and analyze support tickets, uncovering valuable insights and trends that would be difficult or impossible to discern through manual analysis.

A significant advantage of using Viable for analyzing customer support tickets is its direct integration with popular customer support platforms.


Viable offers direct integration with Zendesk, a leading customer support platform known for its comprehensive suite of tools designed to enhance customer experiences and improve support team efficiency. By seamlessly integrating with Zendesk, Viable enables businesses to analyze their customer support data without the need for manual data extraction and importing. This streamlined workflow not only saves time but also ensures that businesses are working with the most up-to-date data, enabling them to make more informed decisions in real-time. 


In addition to Zendesk, Viable also integrates with Intercom, a popular customer support and messaging platform that helps businesses connect with their customers throughout their entire lifecycle. With its direct integration with Intercom, Viable allows businesses to effortlessly analyze their Intercom support tickets, harnessing the power of AI to uncover trends and insights that can drive improvements in support processes and the overall customer experience. By connecting Viable directly to their Intercom data, businesses can benefit from AI-driven analysis without the hassle of manual data management.

Help Scout

Viable also provides direct integration with Help Scout, a customer support platform focused on delivering a personalized and human-centric approach to customer service. Help Scout's features, such as shared inboxes, reporting tools, and a knowledge base, enable businesses to provide exceptional support to their customers. By connecting Viable to Help Scout, businesses can efficiently process and analyze their support ticket data, allowing them to identify common customer pain points, track the effectiveness of their support initiatives, and optimize their customer support workflows.

API and Custom Integrations

Beyond these direct integrations, Viable also offers a robust API that allows businesses to connect their custom support systems or other data sources, further expanding the platform's versatility and applicability across various industries and use cases. This flexibility ensures that Viable can accommodate the unique needs of a wide range of businesses, providing powerful AI-driven analysis to support decision-making in customer support operations.

A more efficient way to analyze customer support tickets

AI-driven analysis of customer support tickets offers businesses a more efficient and accurate approach to understanding their customers' needs, enabling them to make well-informed decisions that enhance customer satisfaction, foster loyalty, and drive innovation. As the capabilities of AI and machine learning technologies continue to advance, businesses that embrace these solutions will be better equipped to succeed in today's competitive market and deliver exceptional customer experiences.

By leveraging AI-powered solutions like Viable and its direct integrations with popular customer support platforms, businesses can reap the numerous benefits of data-driven customer support analysis.

Interested in seeing how it works with your data? Connect with us.

Nicole Bansal
Nicole Bansal, April 27, 2023
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