VOC Patterns

Voice Of Customer Patterns is a proactive analysis tool that analyzes support tickets to reveal customer trends, common issues, and improvement opportunities, developed by Zendesk Labs.

Common use cases include:

• Surfacing recurring customer pain points

• Highlighting top drivers of customer satisfaction or frustration

• Spotting improvement opportunities and quick wins

• Tracking trends in ticket volume or customer feedback

With VOC Patterns, You Can:

Automatically analyze solved and closed tickets for actionable patterns- See summaries of customer voices with root causes and suggested actions- Create, manage, and filter categories for focused analysis- Pin, dismiss patterns for easy team access to customize your team's view- Drill down to related tickets and actual customer comments associated with patterns- Open an AI-powered chat assistant to dive deeper into specific patterns by asking in-depth natural language questions about the tickets or related subjects- Build action plans, assign tasks, and track progress, all inside Zendesk- Share findings with your team via copy function

Additional details

• Ticket requirement: A minimum of 10 solved or closed tickets of a similar nature are required to start. More is better. Tickets with other statuses are not included.

• Language: This app is only available in English at this time.

• No analytics expertise required!

Learn more about app setup, pattern management, and best practices in the Help Center article. Empower your team to understand “why” customers contact you, discover trends, and take action with VOC Patterns.

What you need to know about Zendesk Labs:

This app is made by Zendesk Labs where cutting edge solutions are tested. The app may not be feature complete, may contain bugs and may be withdrawn at any time.

To learn more about Zendesk Labs projects, and get engaged in the process, please visit our website. By enabling this app, you agree to the Built By Zendesk Application Agreement.