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This action analyzes a given set of tickets to identify patterns of repeated issues. It helps in proactively recognizing and addressing common problems that affect specific companies or occur frequently overall.
Automating the identification of repeated issues allows MSPs to spot trends, address root causes more effectively, and potentially reduce recurring ticket volume. This leads to improved service quality and operational efficiency.
This action is available only as a scheduled action in workflows.

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Quick start

1

Set up data collection

Use “Find Entities” in a scheduled workflow to gather tickets from your desired time period and scope.
2

Add the analysis action

Add “Identify Repeated Issues” to analyze the collected tickets for patterns.
3

Configure follow-up

Use “Notify Internal Team” to send reports to your problem management team or service desk manager.
4

Schedule appropriately

Run weekly or monthly to balance timeliness with system performance and meaningful pattern detection.

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How it works

This action uses sophisticated AI techniques to identify patterns:
  1. Groups by company - Organizes tickets by company for focused analysis
  2. Applies AI clustering - Uses HDBSCAN algorithm to group similar tickets based on content
  3. Analyzes clusters - Only considers groups with 3+ tickets to filter out coincidental groupings
  4. Identifies genuine issues - Uses AI to determine if clusters represent real recurring problems
  5. Generates reports - Creates comprehensive reports with reasoning, summaries, and affected tickets

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Setup

Report format: The action generates a single consolidated message containing the analysis for all companies in your ticket set.

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What you get

After running, you’ll have detailed reports of any repeated issues found, formatted for both your Event History and internal team use. If no recurring patterns are identified, you’ll get a clear message indicating that no issues were found.

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Common use cases

Identify and address underlying issues that cause multiple tickets for your clients, moving from reactive to proactive support.
Understand recurring problems for specific key clients as part of regular service reviews and improvement planning.
Spot patterns that indicate systemic issues or training needs across your service delivery organization.
Identify widespread problems with specific products or services that might require vendor escalation or alternative solutions.

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Best practices

Run weekly or monthly for comprehensive analysis. Balance between timeliness and system performance by focusing on specific timeframes.
Use “Find Entities” to narrow down tickets being analyzed. Focus on closed tickets from specific periods or high-value clients.
Maintain clear, concise ticket descriptions and consistent terminology across your team for better pattern detection.
Regularly check Event History, use findings to drive automation or investigation, and create action items for identified issues.
Use results to create targeted improvements, additional automation, or training programs rather than just reporting.
Use “Notify Internal Team” to deliver reports and “Add Ticket Note” to document patterns on summary tickets.

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Example workflows

  1. Trigger: Scheduled workflow (weekly)
  2. Find Entities - Gather recently closed tickets
  3. Identify Repeated Issues - Analyze for recurring patterns
  4. Notify Internal Team - Send report to problem management team
  5. Result: Regular identification of issues requiring proactive attention
  1. Trigger: Scheduled workflow (monthly)
  2. Find Entities - Filter tickets for specific key client
  3. Identify Repeated Issues - Analyze client-specific patterns
  4. Build Message - Format for client-facing summary
  5. Notify Internal Team - Send to account manager
  6. Result: Monthly client health insights for relationship management
  1. Trigger: Scheduled workflow (quarterly)
  2. Find Entities - Gather tickets from all clients in past quarter
  3. Identify Repeated Issues - Find patterns across entire service delivery
  4. Add Ticket Note - Document findings on improvement tracking ticket
  5. Notify Internal Team - Alert leadership about improvement opportunities
  6. Result: Strategic insights for service delivery enhancement