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What you can do
Connect repeated customer issues to actions your team can take. Where to find it: Analytics → Recurring problems, Daily briefings and OutcomesBefore you start
- Permission to read the relevant analytics and conversation evidence.
Steps
1
Open Recurring problems and select the period and scope you want to investigate.
2
Inspect a group’s supporting conversations before deciding that they share the same cause.
3
Assign follow-up work, improve a knowledge article or create a ticket for a confirmed problem.
4
Review Daily briefings for the permitted summary of current issues and open the evidence for anything important.
5
Use Outcomes to check whether the change improved customer results over a comparable period.
Example
Repeated password-reset questions lead to clearer help content and a product fix if the reset flow is actually broken.Things to know
- A grouped problem is a lead for investigation, not proof of a common root cause.
- Briefing availability depends on your reporting permissions and eligible data.
What happens next
A trend leads to an evidence-based action rather than an assumption based only on a summary.
If something goes wrong
Related guides
Find missing answers and improve your help centre
Use feedback and unanswered questions to decide what to write next.
Create and follow a ticket
Track requests that need structured information and a clear lifecycle.