Use casesResearch

Find the screens confusing your customers, from support tickets

Mitra reads last week's support tickets and separates confusion from breakage. The agent groups the confusion by screen and posts it to design as a usability list every Monday morning. The ticket links stay attached to each item, so the customer's words travel with it.

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

The prompt

Every Monday at 10am, find last week's Zendesk tickets where somebody was confused rather than blocked by a bug. Group them by screen and post the list to #design.

Zendesk

Linear

Slack

Build this agent

200 credits to start · no credit card

What the agent actually does.

Separate confusion from breakage
The agent sets aside the tickets describing a bug and keeps the ones where somebody got lost.
Attribute each to a screen
Tickets are grouped by the part of the product they are about, so the list arrives in design's shape.
Keep the evidence attached
Every item carries its ticket links, because a usability claim without the customer's words is easy to argue away.
Escalate the repeats
A screen that comes up more than five times gets its own Linear issue rather than another line.

Make it yours.

For designers who rarely read the support queue, and support teams whose usability findings 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. The agent 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 a step is a usability problem. Borderline tickets are included with their links so a person can judge, rather than being quietly dropped.