When choosing a support ticket analysis tool, you should consider four key factors:
Quick Analysis: What to Look For in a Ticket Analysis Tools
In this article, we’ll introduce you to SentiSum (our AI-powered ticket analysis tool) and show you how it excels in the above areas.
We’ll also list 6 alternatives to help you make sure you’re choosing the right tool for you.
The 6 Best Support Ticket Analysis Tools (In a Nutshell)
In a nutshell, here are the six ticket analytics tools we'll look at today:
- SentiSum: The best AI-powered ticket analysis tool for giving detailed insights
- MonkeyLearn: The best for DIY no-code support ticket analysis
- Playvox Customer AI (previously Prodsight): The best for small businesses
- Idiomatic: A great multichannel feedback analysis tool
- SupportLogic: The best for B2B
- Brandwatch: The best for social media
1. Sentisum - Advanced Text and Sentiment Analytics (Works on All Contact Channels)
Quick summary: SentiSum is a flexible and easy-to-use solution for support ticket analytics. With the help of powerful AI, it serves clear insights from all support channels, to help you make the right customer service improvements.
How it works:
- Natural language processing analyzes every conversation.
- We apply granular tags on topics, subtopics, sentiment and more.
- Our insights dashboard makes real-time root cause analyses simple.
- We use technologies like generative AI to summarize insights & answer questions you have.
SentiSum is a ticket analysis tool that uses AI to consume, understand, and deliver insights into your customer support conversations. We built the platform to be as easy-to-use as possible, so you can access detailed information into what customers without technical training.
If you’re a customer support manager in a mid-market or large business, your team will be handling thousands of customer tickets every month. At this volume, it simply won’t be possible to analyze them all.
We often see support teams attempt to extrapolate takeaways from just a handful of tickets, or periodically conduct a wider ticket analysis. Both approaches have their limitations, as you end up with imprecise or out-of-date insights that are hard to call "evidence".
We designed SentiSum to solve exactly this problem.
The ticket analytics tool brings together every single customer interaction into one platform, in real-time. This way, you access robust, up-to-the-minute information about your customers’ concerns and sentiment—and have the confidence to make improvements.
How does SentiSum stand up against the questions we outlined above?
Factor 1: SentiSum extracts insight from across all your customer tickets and interactions
Customers are using a range of different channels to interact with your support teams. SentiSum brings conversations from all these channels together in the same place, so you can access holistic insights into what all customers are saying.
In too many organizations, customer sentiment from individual channels is still siloed in individual tools. For instance, your call center team may use one software to analyze voice call conversations, while your social media team may use another tool for social interactions. Often, there’ll be yet another tool still to analyze customer surveys and reviews.
This setup actively prevents you from getting a complete picture of your customers. Plus, every team will be taking different actions to improve their own customer interactions.
Instead, SentiSum lets you take a joined-up approach to your customer tickets:
- Get an overview of every channel alongside channel-specific insights. SentiSum provides insights into every customer channel, whether that’s web chat, social media, email, or something else.
- Connect the dots between support tickets and customer feedback. The same customers that are speaking to your support teams are also leaving reviews and survey responses. Bring them together into a single platform, so you can track every interaction a customer has with you.
- Even analyze voice calls. A ticket analysis tool is severely limited if it can’t handle voice calls. SentiSum unlocks the insights typically hidden in calls, so you can understand how your support agents are performing too.
Organizations that use SentiSum only need one ticket data analysis tool. The result is a much more comprehensive approach to customer support, giving you a complete picture of how your customers are feeling.
Factor 2: SentiSum serves you deep, granular information into customer sentiment, powered by AI
A ticket analysis software is only as useful as the insights it provides. Simply, if it doesn’t tell you anything you don’t know already, it’s not worth having.
SentiSum uses AI to extract deep insights into the topics and sentiment that your customers are sharing with you. Unlike many other ticket analytics tools, the software doesn’t just pick up keywords customers use. Instead, thanks to natural-language processing (NLP) technology in particular, SentiSum analyzes not just what customers say, but how they say it.
This provides you with the concrete evidence you need to support confident customer support improvements.
- Understand how customers actually feel. Don’t limit your ticket analysis to what topics customers mention. Get insight into how they feel too. SentiSum’s NLP automatically tags tickets with customer sentiment, so you can see what’s particularly urgent or if there’s a churn risk, for instance.
- Get to the root cause of negative sentiment. Less powerful ticket data analysis tools may tell you that customers often complain about damaged items. But they don’t tell you why. Instead, SentiSum lets you dig deeper into customer interactions by tagging and analyzing key phrases that are often used. So, you can see that customers mention “damaged items”, but you can also click through to see that specific issues—”holes” or “broken packages”—repeatedly occur.
- Ask a specific question to get a tailored answer. NLP also lets SentiSum understand and answer any question you may have about your customer tickets. Simply ask what you need to know—in natural language—and your AI assistant will serve the data you need.
SentiSum’s NLP understands over 100 languages too—so you can access insights no matter where in the world they’re speaking from.
Factor 3: SentiSum was built to be easy to use and require no training
A risk with support ticket analytics tools is that they’re just too complex. They often require a fiddly, lengthy setup or costly training program, which can mean that the tool doesn’t get used to its full potential—and valuable insights go unnoticed.
That’s why we’ve built SentiSum to be as easy to use as possible, so anyone that needs to can access advanced customer insights.
- Get useful insights as soon as you log in to SentiSum. Enter SentiSum and get critical information at a glance. See reasons for contact, changes in NPS or CSAT scores, and any other metrics you need.
- Simply search the entire tool for a keyword or any question you may have. SentiSum works like a search engine, meaning you can enter any query and you’ll be served relevant results. It makes it really easy for any team to find what they need.
- Share important data with organization leaders or other teams, in just a few clicks. It’s really easy to extract that information into a beautiful report, so everyone in your organization can benefit from support ticket data.
It should be easy to find and use the data you need—at no additional training or setup cost. With SentiSum, you can kick off your ticket analytics in moments, to focus on making improvements.
Factor 4: SentiSum’s customizable dashboard serves the needs of every team in your organization
Every team will have different information they need to access from a customer support and sentiment tool. For instance, as a customer support manager, you’ll have different priorities to a survey analyst.
Your software dashboard should be customizable to serve both these teams and more. With SentiSum, every team can access the insights that are most important to them, while benefiting from the same holistic data from every customer channel.
- Give every team quick access to the insights that matter most. Customer support managers can set up their dashboard to highlight ticket trends, while social media teams can prioritize review data. It means key insights are quickly available.
- Route tickets automatically to people that can manage them best. As SentiSum immediately analyzes every ticket that comes in, it can direct delivery issues straight to your logistics team, or refund requests directly to the individual responsible. This way, you can respond more quickly and effectively.
- SentiSum is simple to set up and use to start making improvements. “With SentiSum you go in, you open it up, and you see the stories being told to you. You see an increase in a particular topic and immediately understand why." Nick Moreton, Director of Customer Support at Hotjar. Read the case study here.
- SentiSum is flexible for different teams and use cases. "We're very impressed by the technology itself, but even more so by the relentless effort the team puts in to support our specific use case." Johannes Ganter, Head of CRM and Digital Transformation at James Villas. Find out more here.
- SentiSum provides deep, actionable insights into customer sentiment. “Overall, SentiSum has been a game changer for Butternut Box. It’s allowed the company to gain a deeper understanding of customer feedback so they can take action, prioritize key metrics, and drive meaningful change across the entire business.” Selene Riontino, Insights Lead at Butternut Box. Find out more here.
- SentiSum focuses on support tickets and feedback channels. If you want a tool that analyzes all types of text, SentiSum may not be appropriate.
- SentiSum may be too costly for smaller brands with lower volumes of tickets. SentiSum is built for medium and large organizations. A different tool may better suit smaller teams.
SentiSum offers two flexible pricing plans:
- Pro. Designed for mid-market companies and starting at $3,000 a month, the Pro tier lets you analyze 5,000 conversations, historical data from the last 6 months, and much more.
- Enterprise. This tier is priced based entirely on your custom needs. Pricing fits your number of users, conversations, and languages.
Looking for easy-to-use and flexible ticket analysis software? Book a demo with us to see how SentiSum can work for you.
2. Monkeylearn: The Best for DIY No-Code Support Ticket Analysis
Quick summary: MonkeyLearn is a text analytics tool that organizations can use for support tickets. It’s really customizable, but you have to set up and train its AI yourself.
MonkeyLearn is an AI tool that’s built for sentiment analysis and text analytics in general. You can feed any text into the tool—including support tickets from any channel—and the software will analyze it.
Given its wide range of potential applications, MonkeyLearn is a highly flexible tool (although, since it was acquired by Medallia, its focus has been on customer support analysis). But to benefit from this flexibility, you’ll need to be prepared to commit the time to shape the tool to your use case.
Unlike SentiSum, MonkeyLearn’s AI needs to be trained. You don’t need to be a software engineer to do this, as MonkeyLearn is proudly no-code for users. However, you will need to set custom tags and qualifiers, import your dataset, and more before you get started.
MonkeyLearn pros and cons
- MonkeyLearn’s strength is its adaptability. You can completely customize MonkeyLearn to suit your specific industry and product—as you’ll be training your AI yourself.
- MonkeyLearn can handle a range of different use cases and channels. The tool will handle any ticket channel you can throw at it.
- Monkeylearn may be too much trouble to set up. You won’t be moving quickly with MonkeyLearn. Instead, you need to set it up first.
- MonkeyLearn provides limited insights. If you want concrete, actionable insights, MonkeyLearn may be disappointing. It can tell you top-level customer issues, but may not be able to explain the reasons behind them.
MonkeyLearn starts from $299 a month for 10,000 queries. You’ll need to contact them if you want a more custom package.
Related Read: 3 Best MonkeyLearn Alternatives
3. Playvox Customer AI (Previously Prodsight): The Best for Ticket Analysis Tool For Product Managers
Quick summary: Prodsight was a ticket analysis tool designed to help companies use customer insights to improve their products. Now acquired by Playvox, it maintains the same focus but primarily serves product managers at smaller businesses.
The workforce management company, Playvox, acquired Prodsight back in 2022. Now, what was previously a ticket analysis tool for product improvement insights is known as Playvox Customer AI. And while it has ambitions to be a comprehensive support analytics tool, its strengths are still in helping teams improve their products.
As such, Playvox focuses on what customers are saying about your products, whether they’re requesting new features or highlighting usability issues. Playvox will highlight these and deliver them to your product team, so they can make improvements.
It’s important to be aware that Playvox is aimed at smaller businesses who are struggling to manage their support tickets by themselves. For larger enterprises, there are more powerful options out there.
- Playvox adopts Prodsight’s focus on product insights. Its emphasis on product improvement gives it a unique focus among these tools.
- Playvox is a well-known organization with a range of different tools. If you need a comprehensive tool for smaller businesses, Playvox could be useful.
- Playvox lacks customization. Customers regularly note in reviews that the tool is quite inflexible, with limited customization options.
- Playvox won’t scale for larger enterprises. Playvox customers are largely smaller businesses.
Playvox Customer AI pricing
Playvox doesn’t publicly share its pricing. You’ll need to get in touch for a custom quote.
4. Idiomatic: A Great Tools For Ticket Text Analysis
Quick summary: Idiomatic is honestly pretty similar to SentiSum in design and functionality. We can appreciate their use of design and quick implementation of generative AI into their platform to summarize support tickets.
Idiomatic is designed to be incredibly easy to use.
Like SentiSum, it doesn’t require you to train its AI or configure any settings before use. Instead, with the help of extensive natural language processing, it helps to make customer sentiment analysis as smooth as possible.
How Idiomatic is Different to SentiSum
- Both SentiSum and Idiomatic have implemented AI to help summarize insights. However, SentiSum is more flexible—it allows you to ask any question you desire to your customer insights (whereas Idiomatic simply summarizes insights).
- SentiSum is designed to be self-serve. Users can fully customize the data that's presented and can "tweak and tune" the settings themselves. Whereas, G2 reviews indicate Idiomatic users feel dependent on Idiomatic customer success to customize the dashboard.
- At SentiSum, we pride ourselves on the detail and granularity of the feedback insights we unearth. Some Idiomatic users say that getting really specific with the insights needs work
- Idiomatic is really easy to use. By summarizing customer sentiment tickets, it provides the basic information you need, without you getting lost in the details.
- Idiomatic is great at survey analysis. It’s built to help you glean insights from customer surveys, a crucial source of customer sentiment.
- Idiomatic often requires manual work for support ticket analysis. The trouble with Idiomatic’s bespoke technology is that specific issues aren’t recognised by its categories. That means you have to add them yourself.
- Idiomatic only has limited customizations. Reviews suggest that Idiomatic’s customization could be improved. Right now, the company’s customer success teams have to make all customizations—rather than you the customer.
Idiomatic pricing is based on data sources, such as help desk tickets, surveys, and comments:
- $399/month per simple data source (such as reviews, social media, or simple surveys)
- $1,999/month, per complex data source (such as support tickets or more complex surveys).
5. SupportLogic: The Best For B2B
Quick summary: Thanks to its powerful automations, SupportLogic excels in the B2B use case. It won’t be the right fit for B2C organizations though.
SupportLogic is a customer support ticket analysis tool that’s built specifically for B2B teams. Like other tools in this list, SupportLogic will analyze your tickets from across multiple channels. But it won’t be able to handle B2C conversations.
That’s because SupportLogic’s AI was trained on B2B conversations, meaning it’s equipped only for these interactions. Plus, the tool’s system has features built largely for B2B teams, such as churn risk and escalation risk analysis.
Like all tools, SupportLogic has its weakness. While it’s strong in empowering users to take action, the actual data insights are limited. For instance, it distills support issues into larger trends, which can mask details.
- SupportLogic helps teams shift to proactive support. The tool emphasizes action over detailed insight, with the aim of helping you prevent churn and escalations.
- SupportLogic is purpose built for B2B. With B2B-trained AI, it’s a great fit for B2B teams that don’t need deep insights.
- SupportLogic won’t be right for B2C teams. The tool isn’t built for the nuances of B2C experience teams.
SupportLogic does not publicly share its pricing. Speak to them directly for more information.
6. Brandwatch: The Best For Social Media Ticket Analysis
Quick summary: One of the best-known brands in social media analytics, Brandwatch has features for ticket analysis too. If you’re primarily using other channels and you don’t need its wider social media tools, it won’t make sense for you.
Brandwatch is a well-known suite of tools to help you manage and analyze your social media. You can consolidate all your social media messages into one mailbox, for instance, manage influencers, and understand what people are saying about you—all with Brandwatch.
If you just want to analyze your support tickets, though, you need Listen, the suite’s sentiment analysis tool. You can track brand mentions, analyze topics across customer messages, and track sentiment trends.
The downside is that Brandwatch is only built to help you manage your social media. If your support team is also handling voice calls and emails, you’ll need another tool.
- Brandwatch provides a robust, unified social media management tool. With a powerful range of features, it’s a comprehensive solution to handle your social media.
- Brandwatch offers lots of data points. By also monitoring consumer social media behavior, Brandwatch can link up support ticket data with contextual information.
- Brandwatch doesn’t come cheap. Customers regularly point out its high price tag in reviews.
- Brandwatch won’t provide a holistic ticket analysis software. As Brandwatch only does social media, you’ll need another tool for your other channels.
Brandwatch does not publicly share pricing information. Speak to them for a custom quote.