Data types
Customer support
Support cases can show the original issue, the steps used to investigate it, and the outcome a customer receives.
A complete task has context.
Illustrative exampleThe request
A user cannot complete an order after changing an account setting.
The work
Support checks the setting, reproduces the issue, and explains a corrective step.
The result
The user completes the order and the case records the resolution.
A buyer might study troubleshooting or response quality. Resolved cases with context are easier to assess than a large set of unexplained snippets.
What to inventory
Help desk tickets, approved chat histories, resolution notes, and support knowledge bases.
- Tickets with the original issue and final resolution
- Useful status changes and escalation notes
- Product context and a clear definition of resolved
What to review
- Are passwords, account numbers, or sensitive details embedded in messages?
- Which customer agreements apply to the records?
- Can repeat tickets or automatic replies distort the sample?
Your records are a good place to start.
Tell us what your team records. We will help you understand the next questions to ask.