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+ - Extracting actionable data from technical support cases

Submitted by
gannett
gannett writes "At the large multi-product software company, where I work we are looking to re-do how we classify technical support cases. Currently we use product+component&sub-component. We are looking to improve this to get better actionable information for support and product engineering.

The current problems are getting the right balance between number of buckets, and choice complexity.

What do you use to classify support cases and/or how to you get reusable value out of support issues ?"
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Extracting actionable data from technical support cases

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