I recently analyzed all the user tickets during the fall 2019 semester.
By “user tickets” I mean messages sent using our main Contact Us queue.
The goals of this analysis:
- Find the most common questions users ask us about
- Understand how the Contact Us form is used
- Find areas of future work
In this post:
- Who answered the most tickets
- Where tickets came from
- Ticket topics
- Notes and observations
- Comparison with last year
- Next steps