Use casesResearch

Find the screens confusing your customers, from support tickets

Mitra reads last week's support tickets and separates the ones where somebody was confused from the ones where something was broken. The agent groups the confusion by screen and posts it to design as a usability list every Monday morning, with the ticket links kept alongside each item.

Runs: Mondays at 10am
Used by: Design · Customer Support

The prompt

Every Monday at 10am, go through last week's Zendesk tickets and find the ones where somebody could not work out how to do something, rather than hitting a bug. Group them by the screen involved and post the list to #design with links, then open a Linear issue for any screen mentioned more than five times.

Zendesk

Linear

Slack

Build this agent

200 credits to start · no credit card

What the agent actually does.

Separate confusion from breakage
The agent reads each ticket and sets aside the ones describing a bug, keeping the ones where somebody could not find or understand something.
Attribute each to a screen
Tickets are grouped by the part of the product they are about, so the list arrives in the shape design works in.
Keep the evidence attached
Every item carries its ticket links, because a usability claim without the customer's own words is easy to argue away.
Escalate the repeat offenders
A screen that comes up more than five times gets a Linear issue of its own rather than another line in a digest.

Make it yours.

Designers who rarely read the support queue, and support teams whose usability findings currently go nowhere. Change any of this by saying so — there is nothing to rewire.

Read Intercom conversations instead of Zendesk tickets.
Run it monthly and report the trend per screen rather than the raw list.
Route the list to the designer who owns each area, not one channel.

Questions, answered.

How do I get usability problems out of our support queue?

Mitra reads the tickets on a schedule and separates the ones about confusion from the ones about bugs, then groups the confusion by screen and posts it to design. Ticket links stay attached to each item, so the customer's own words travel with the finding.

How does Mitra tell a usability problem from a bug?

Mitra reads what the customer actually described: something behaving wrongly is a bug, and somebody unable to find or understand a step is a usability problem. Borderline tickets are included with their links so a person can judge, rather than being quietly dropped.