Spotting trends and repeat problems in the support queue
Turn the ticket queue into evidence: tag and link consistently, compare rates with stated denominators rather than raw counts, tell a one-day spike from a sustained trend or a seasonal pattern, use a Pareto view to find the few causes behind most tickets, and raise problem candidates that engineering can act on, then check whether the fix really reduced tickets.
- Level
- Intermediate
- Length
- About 50 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 1 Oct 2026
Skills you'll practise
- Apply consistent categories and link related tickets so patterns can be counted
- Calculate and compare rates (per 1,000 active accounts, reopen rate) with the denominator stated
- Distinguish a one-off spike, a sustained trend and a seasonal pattern using like-for-like comparisons
- Read a Pareto chart and identify the causes that make up most of the volume
- Write a problem candidate with evidence, and verify after a fix that the rate fell
Course outline
- 1.Spotting trends in the support queueVideo · 3 min
- 2.Make the queue countableLesson · 15 min
- 3.Counts, rates and trendsLesson · 18 min
- 4.From pattern to problem recordLesson · 17 min
- 5.Spotting trends and repeat problems in the support queue: knowledge checkKnowledge check · 19 questions
- 6.Spike or trend?Scenario
- 7.Final exam10 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
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