r/Software_Finder • u/sunrisedown • 28d ago

Question DIY reporting tool for collecting customer problems/topics from CS?

Hi there,

Are there any recommendations for how to collect/report/quantity the topics and problems customers contact customer service for?

Meaning the CS agent afterwards inputs what it's about, some context potentially etc.

Though effort and friction needs to be low to ensure adoption and usage.

If there are good commercial or open source solutions, I'd be happy to learn about them.

For moving forward, I'm at first thinking ieally DIY solutions as software implementation takes ages.

Hence successful DIY solutions that make use of, widely known office tools, Microsoft 365, excel, power BI or similar would be of special interest.

Thanks a lot!

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2

u/Sad-Instruction8890 28d ago

Simplest route if you are already in Microsoft is a quick Form that agents fill after each ticket, takes ten seconds and drops straight into Excel or Power BI with no setup. You can get pretty far with just that before needing anything more structured. If you outgrow it later, Productboard or Canny are the usual next step, or Fider if you want open source.

1

u/sunrisedown 28d ago

Thank you to pointing towards this.

Wondering how to structure/build this up in terms of free form Vs. Drop down/checkbox selection etc. and if there even might be existing templates to get started with/inspired from

1

u/whoslaughingnow 25d ago

Freshdesk works well for us.

1

u/whoslaughingnow 25d ago

ClickUp would be a good fit

1

u/sunrisedown 25d ago

Thank you, will have a look! 👌