Triage 200 support tickets, find the top 10 repeat patterns, and draft the help articles and macros in one session

ZeroTwo reads your inbound support tickets, groups them by issue type, identifies the questions being answered manually every week, and drafts the help center articles, support macros, and internal runbooks that make those questions self-serve. When the same question comes up less often in tickets, support capacity goes toward the questions that actually need a human.

Triage your support queue

Support Triage — 200 Tickets (Last 30 Days)

Inbound Ticket Analysis

Tickets analyzed200 — 3 channels

Top repeat pattern'How do I export to PDF?' — 43 tickets

Pattern 2: IntegrationsSalesforce sync setup — 31 tickets

Pattern 3: BillingSeat count change — 18 tickets

Help articles drafted5 articles — top 5 patterns covered

ZeroTwo

43 tickets in 30 days on 'how do I export to PDF' — and the feature shipped 3 weeks ago. This isn't a product bug; it's an onboarding gap. The help article will help, but the real fix is adding the export prompt to the Day 3 onboarding email and the in-app tooltip. I've drafted the help article and the macro. The macro version handles the ticket in 30 seconds. The article makes the next 43 tickets never happen.

Top Ticket Patterns — 200 Tickets

'How do I export to PDF?' (43)Feature gap in onboarding — high frequency

'Salesforce sync setup' (31)Integration guide missing — mid-market pain

'Change seat count' (18)Billing confusion — no self-serve flow

'Chart colors wrong on mobile' (12)Known iOS Safari bug — fix in v2.5

'Can I share without login?' (8)Guest access confusion — permission model unclear

Help Articles Drafted (5)

Article 1: PDF Export guideStep-by-step with screenshots — 400 words

Article 2: Salesforce integrationOAuth flow + field mapping — 600 words

Article 3: Manage seats and billingAdmin settings walkthrough

Article 4: Mobile display issuesKnown bug — workaround + ETA

Article 5: Guest share accessPermission levels explained — 3 scenarios

Support Macros (5)

Macro 1: PDF exportLink to article + 30-second walkthrough

Macro 2: Salesforce setupLink to OAuth guide + Calendly for onboarding call

Macro 3: Seat changeAdmin settings path + billing contact

Macro 4: Mobile bugKnown issue — ETA v2.5 — workaround

Macro 5: Guest accessPermissions article + quick decision tree

Internal Runbooks (3)

Runbook 1: P1 escalationWhen to escalate — who to ping — response template

Runbook 2: Integration failuresSalesforce OAuth debug steps — engineering escalation path

Runbook 3: Billing disputesWhat support can resolve — what needs finance

Not yet builtChurn risk detection from support tickets — on the roadmap

Tagging taxonomy8 issue tags — apply to all tickets for pattern tracking

Support triage tools built for SaaS startups

43 tickets become 1 help article

ZeroTwo identifies the questions being answered manually every week and drafts the help article that makes those questions self-serve. The 43 'how do I export to PDF?' tickets become one help article and one onboarding email — and next month there are 4 tickets instead of 43.

Macros that handle tickets in 30 seconds, not 5 minutes

ZeroTwo drafts support macros for every repeat pattern — a response that links to the right article, walks through the fix, and asks the one clarifying question that resolves 80% of cases without a back-and-forth. Each macro saves 4 minutes per ticket.

Support patterns that feed product, onboarding, and engineering

ZeroTwo turns support ticket patterns into actionable signals for the rest of the team: 43 PDF export questions → onboarding email + help article, 12 iOS Safari bugs → engineering ticket, 31 Salesforce setup tickets → integration guide + demo call offer. Support data is a product feedback loop.

How to triage support tickets and build a knowledge base with ZeroTwo

Step 1

Triage the ticket queue

Share your support tickets — from Intercom, Zendesk, email, or exported CSV. ZeroTwo reads the full set, groups tickets by issue type, counts frequency per pattern, and identifies the questions being answered manually every week.

Step 2

Draft help center articles

ZeroTwo drafts a help center article for each top pattern — step-by-step guide with the resolution path, written for a non-technical user, formatted for your help center, and optimized with the customer's own search language.

Step 3

Write support macros

ZeroTwo drafts a support macro for each pattern: a response that resolves 80% of cases in 30 seconds — link to the article, walkthrough of the fix, and the one clarifying question that covers the remaining 20%.

Step 4

Route signals to product, onboarding, and engineering

ZeroTwo converts the support pattern data into signals for the rest of the team: repeat questions that are onboarding gaps, known bugs to route to engineering with a prioritized ticket, and billing confusions that need a product or UX fix.

Step 1

Triage the ticket queue

More ways to use ZeroTwo for support operations

Triage support ticket batch

Read these 200 support tickets — group by issue type, count frequency per pattern, identify the top 10 most common questions, and flag any patterns that suggest a product bug vs. an onboarding gap vs. a documentation gap.

Draft help center article from ticket pattern

Draft a help center article for the most common support question from these tickets — step-by-step resolution, non-technical language, formatted with headers for a knowledge base, and using the customer's own search terms in the title and introduction.

Write support macro for repeat question

Write a support macro for this repeat question — a response that resolves 80% of cases in 30 seconds: link to the article, walkthrough of the fix, and the one clarifying question that covers the remaining 20%.

Write internal runbook for escalations

Write an internal support runbook for escalating P1 issues — when to escalate, who to ping and in what order, what information to collect before escalating, and the response template to send the customer while the issue is being investigated.

Convert support patterns to onboarding gaps

From these support ticket patterns, identify the questions that are actually onboarding gaps — where users are confused about a feature they should have discovered during activation — and draft the in-app tooltip or onboarding email that would prevent each question.

Convert support patterns to product tickets

From these support ticket patterns, identify the bugs and friction points that should become engineering tickets — include the frequency, customer impact, and a one-paragraph ticket description for each.

Write integration setup guide

Write a step-by-step integration setup guide for the Salesforce connection — OAuth authorization steps, field mapping, what to do if authorization fails, and what the support team should check if a customer reports a sync issue.

Write billing FAQ for help center

Write a billing FAQ for the help center — seat management, plan changes, invoice access, refund policy, and how to cancel — in plain language with no jargon.

Write support tagging taxonomy

Write a support ticket tagging taxonomy for a small SaaS startup — 8-12 issue tags with definitions, examples of which ticket type maps to which tag, and guidelines for how to apply multiple tags when a ticket spans issues.

Write monthly support digest for product team

Write a monthly support digest for the product team — top 5 ticket patterns, frequency and trend vs. last month, onboarding gaps identified, bugs confirmed, and top 3 product recommendations from support data.