Job store-customer-questions-counted-from-tickets · revised 12 October 2026
See what customers ask most, counted from your own tickets, with the tickets as proof
The themes in up to 500 of your anonymised tickets, each with a count and example tickets, found by a repeatable method and checked with planted themes. It reports counts, not causes.
You might be seeing
- The inbox feels repetitive but you cannot say how much
- Nobody has read the last 500 tickets together
No passwords, keys, card details or admin invites needed to start.
What usually happened
Support reports often show how many tickets arrived, not what they were about. A summary written from memory can over-weight the loud cases. A theme report is only useful if every count can be traced back to tickets.
Who it’s for: Owner or support lead who suspects a few questions fill the inbox but has never counted them.
Usually starts when: 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.
Check whether this job fits
Answer these without sending files or logins. Nothing is submitted unless you choose to contact us.
What you get
- The theme report
- Ticket-to-theme list
- Coverage note per theme
- The script and checksum of the input
- The planted-theme test results
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
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
How we know it’s done
Agreed with you before work starts. Each check produces evidence you keep.
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.
Evidence: The agreement figure, and the planted list beside the report.
Every theme in the report lists at least three ticket numbers that exist in the export and belong to it.
Evidence: A check of the ticket lists against the export.
Running the script twice on the same export gives identical counts, and the input checksum is recorded.
Evidence: Both outputs and the checksum.
The report states in its first lines that it gives counts and not causes.
Evidence: The first page of the report.
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.
Evidence: The coverage notes beside your pages.
Sign-off. You re-run the acceptance checks with the steps we hand over, read the results and sign off in writing. Payment follows sign-off.
If it fails. If an agreed check fails, you do not pay for this fixed scope. We hand over what we found and agree whether to stop or re-quote; no surprise work.
When it fits, and when we stop
It fits when
- You can export tickets as text with names and addresses removed
- Tickets are from the last three months, not a mixture of seasons
- A named person reads the report and decides what to change
- You can plant five known themes in a separate 100-ticket test set, held back from us, and two people on your side can label 50 of its tickets
We stop and tell you if
- 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
What could go wrong
The job works on copies of files you send and returns files and a report. Nothing in your store or helpdesk is changed by us, so there is nothing to undo. Our copies of your files are deleted when the job ends.
Scroll the table sideways to read it all.
| Risk | How we handle it |
|---|---|
| The report is never used. | Each theme names the page or answer that covers it, so the next action is plain. |
| A theme is invented from a few tickets. | Every theme needs at least three tickets, and each count can be traced to ticket numbers. |
| Ticket text holds personal data. | Names and addresses are removed before sending, and our copies are deleted when the job ends. |
A separate automated reviewer checks the work and the test results before hand-over. Your named person reads the report and decides what to change. No human supervisor from us is included unless your agreement names one, and at launch the work is largely automated.
How we deliver
We arrange the work and independent review, then show you the result against the agreed checks. You keep authority over your systems.
- Agree the tickets, the date range and the number of themes
- Receive the anonymised export and your sealed planted themes
- Find themes and assign each ticket to one theme or "other"
- Count, and note the page or answer that covers each theme
- Run the planted-theme test; a separate automated reviewer checks the report
- Hand over the report, script and ticket lists
This is a one-off job, not emergency cover or a subscription. We confirm eligibility, price, start window and delivery date in writing before you accept, and work starts only after the agreed inputs are in place. An enquiry creates no charge or booking.
Need to keep it working?
Discuss a monthly count of the top questions.
Ongoing work is separately scoped and quoted: no monitoring, response-time guarantee or automatic subscription is included in this job.
Mention the responsibility you need in your enquiry.
What you can check
This is a new service. We have not delivered this job for a client yet.
Other ways to get this done
- Read 100 tickets yourself and tally the topics on paper.
- Use the tagging in your helpdesk and review the tag counts each month.
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.
Send an enquiry
Send us
- How many tickets a month and which tool holds them
- The questions you already think are most common
- No customer data or helpdesk login
Later, once you agree
- The anonymised ticket export through an agreed secure route
- Your five planted themes for the 100-ticket test, sealed until the run
- Labels for the 50 shared test tickets from two people on your side
- The name of the person who decides what to change
You keep your store, your helpdesk and every login. We work on the files you send through a secure route agreed after you say yes, and hand back files and a report. We never ask for store or helpdesk logins, and nothing goes live until your named person applies it.
Email fallback: open your mail app
If website submission is unavailable, review and send the fallback email yourself. An email fallback is not a website receipt. Or write to hello@syntheticindustry.ai with “store-customer-questions-counted-from-tickets” as the subject.