Topics and question types what your customers write about

Short answer: open Reports and click Topics and question types under Helpdesk. You get a cross table with your topics as rows and the six question types as columns, plus a tab with the trend per day. The report reads the classification Sarrai puts on closed conversations, see How does Sarrai classify conversations?

What's on it

At the top, three figures: Mentions, Conversations and Not classified. Below that, two tabs.

Topics against types is the cross table. Your topics are the rows, the six question types the columns: Question, Problem, Bug, Request, Complaint and Other. With row and column totals.

Trend per topic shows the same data per day, for one topic or for all topics together.

The date filter, the UTC arithmetic and the drill-in work like in every report. See Opening, filtering, and drilling into a report.

Two numbers that are not supposed to match

The sum across your topics is higher than your number of conversations, and that's correct. One conversation can cover three things and then produces three mentions. That's why the report names both figures separately: the number of mentions, and the number of conversations behind them.

So if you add up the table and compare it with your conversation figure elsewhere in the reports, there's supposed to be a difference.

The period looks at the date of the conversation

The period filter looks at when the conversation took place, not at when Sarrai classified it. You won't see that difference anywhere on screen, and it matters at two moments.

If you classify your history with Classifying existing conversations, those conversations land on their own date. So you get filled months instead of a spike on today. And if a colleague corrects a conversation from last month today, it stays on last month.

If there's a line under the figures saying the data is available from a certain date, your classified history reaches back less far than the period you picked. Anything before that hasn't been classified yet and counts nowhere.

Which rows you see

Active topics are always there, including with a zero in the chosen period. A topic nobody writes about is useful information.

Archived topics stay in as long as they have figures in that period, marked Archived. Without figures they drop out.

Merged topics count towards their target. That happens while reading, because no mention was rewritten. See Managing topics.

Not classified is a row of its own, with a link to the management screen.

The "Not classified" row is a to-do list

It's not an error. Sarrai found no fitting topic for those mentions, or she was too unsure. The question type is there, so you can still see whether it was about problems or about requests.

If that row climbs, your list is missing something. The link below it takes you to the management screen, where you add or sharpen a topic and then classify the conversations without a topic again.

Good to know

Every figure above zero opens the conversations behind it, newest first. Mentions corrected by hand count as normal and are marked in that list. The window shows a limited number of conversations while the figure in the cell is the full count, so on a large cell you won't see everything. The cell figure remains the correct number.

Conversations that aren't closed yet appear nowhere in here. Conversations Sarrai handled herself only close after 24 hours of silence, so today is always incomplete.

The report is part of the paid plans. Without that feature the card shows an upgrade message. See How does Sarrai's pricing work?

Also searched as

"what are my customer conversations about", "which questions come back most often", "trends in customer questions", "why doesn't my total match the number of conversations", "what does not classified mean in my report"

See also

• Opening, filtering, and drilling into a report
• How does Sarrai classify conversations by topic and question type?
• Classifying existing conversations