Topics & Trends

Topics & Trends shows you what your tickets are about. Pluno reads the tickets in a period, groups them into topics and subtopics, and shows how each topic developed over time.

Use it to find what is driving volume, to spot a new problem early, or to answer a specific question about your customers.

It becomes available once Pluno has finished learning from your tickets.

Run an analysis#

1. In the Pluno web app, open Insights & Analytics, then Topics & Trends.
2. Choose a Date Range. The default is the last month.
3. If you have several knowledge hubs, choose the Knowledge Hub whose tickets you want.
4. Optionally, enter an Analysis Query. See Ask a specific question.
5. Select Generate Analysis.

An analysis takes a few minutes. A progress card shows each step.

Which tickets are included#

• Tickets created in the date range, with at least one message from the customer.
• All statuses and channels.
• Up to 5,000 tickets. If the range holds more, Pluno analyzes a random sample of 5,000 and tells you so.

Read the results#

Analysis Results is a flow diagram that starts with all tickets on the left and splits into topics and subtopics toward the right. Each box shows a topic name and its number of tickets.

• Select a box to focus on it and expand its subtopics.
• Use + and − to open and close levels. The first two levels are open by default.
• Small topics, with less than 5% of the tickets, are grouped under Other.

Below the diagram, the trend chart shows the daily ticket count for each subtopic of the box you selected. It tells you whether a topic is growing, shrinking or spiking.

See the tickets behind a topic#

Double-click a box, or select its magnifier icon. Pluno shows up to 20 representative tickets from that topic. Expand one to read the conversation, or select View ticket in Zendesk to open it in your help desk.

Ask a specific question#

Leave the Analysis Query empty for a general overview. Enter a question to point the analysis at something specific. Pluno then keeps only the tickets that relate to your question and groups them from that angle.

Examples:

• "Analyze which product features are causing the most issues"
• "Find tickets where users mention churn risk"
• "What do customers ask about before they upgrade?"

Run it again#

Pluno keeps the result of an analysis. Running the same date range, hub and query again shows the saved result straight away.

To get a fresh analysis, change the date range or the query. For a regular review, move the date range forward each time.