Automated Ticket Generation from Social Media Help-Seeking Intent
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Existing issue tracking systems require users to manually create tickets, which can be tedious and frustrating, especially when dealing with third-party organizations or software applications, as users must navigate to support pages and engage with helpdesk agents, disrupting their experience and impression of the entity.
Innovation Solution
An issue management system that monitors social media messages for help-seeking intent and automatically generates tickets in issue tracking systems, integrating with social media platforms to alert helpdesk agents and communicate ticket progress back to users without them needing to leave the social media platform.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If users manually create tickets in issue tracking systems, then issue tracking functionality is provided, but user experience deteriorates due to the tedious process of navigating to support pages and engaging with helpdesk agents
Solution Approach 1:
The system performs preliminary actions by monitoring social media platforms for help-seeking content and automatically generating ticket requests before users would otherwise need to manually create tickets. This proactive approach captures issues at the source (social media) and prepares them for the issue tracking system in advance, eliminating the need for users to navigate to support pages and reducing the time required for ticket creation.
2Ease of operation
If the system monitors social media platforms and automatically generates tickets, then ease of operation improves, but device complexity increases due to integration requirements with social media platforms
Solution Approach 1:
The system employs an intermediary component that acts as a bridge between social media platforms and the issue tracking system. This intermediary monitors social media for help-seeking content, analyzes the content to determine if a ticket should be created, and then communicates with the issue tracking system to generate tickets. This intermediary layer manages the integration complexity internally while presenting a simple interface to users, effectively isolating the complexity from the overall system architecture.
3Productivity
If manual ticket creation is required, then system reliability is maintained through human review, but productivity decreases due to the manual process
Solution Approach 1:
The system implements self-service by automatically monitoring social media platforms for help-seeking content and generating ticket requests without requiring manual user intervention. The automated system identifies potential issues, extracts relevant information, and creates tickets in the issue tracking system autonomously. This self-service capability significantly improves productivity by eliminating the manual steps users would otherwise need to take to report issues.
Data Source
AI summary
Methods, systems, and computer readable medium for generating ticket requests are disclosed. The method includes retrieving a content item created at a social media platform in relation to an entity being serviced by an issue tracking system and determining a help-seeking intent associated with the content item based on textual data of the content item. The method further includes determining whether the help-seeking intent associated with the content item exceeds a threshold level of intent, and upon determining that the help-seeking intent associated with the content item exceeds the threshold level of intent: generating a ticket request based on the textual data of the content item, and communicating the ticket request to the issue tracking system.