| What | Trends groups related tickets
together and highlights patterns
using AI-generated
summaries. This helps surface
common themes and recurring topics
across your
incoming work. |
|---|---|
| Why |
|
| Who |
What you can see and
do in Trends depends
on your Desk role and
inbox access. |
| When | Use Trends when teams want better
visibility into recurring topics,
managers want insight into demand,
or agents need a clearer view of
related tickets in one
place. |
Before you start
Trends analyzes tickets from selected inboxes
and automatically groups them into
meaningful trends. Once inboxes are added, no
ongoing manual setup is required.
- Only tickets from inboxes added to Trends
are analyzed.
- Trends update continuously as new tickets
arrive.
- Tickets are grouped based on shared topics
and patterns in their content.
Trends uses AI to summarize ticket
content and identify patterns.
Ticket data and workflows are not
changed.
Access Trends
Trends is available as a dedicated section
within Desk.
- Open Desk in Teamwork.com.
- Click Trends in the left-hand
navigation.
If no inboxes have been added yet,
you will be prompted to choose
which inboxes Trends should
analyze.
Add inboxes to Trends
Admins control which inboxes are included in
Trends.
- From the Trends page, click Add
inbox.
- Select one or more inboxes from the
list.
- Click Save to apply your
changes.
After inboxes are added, new incoming
tickets are automatically included
in relevant trends.
View trends
The Trends list shows recurring topics and
patterns identified across related
tickets.
- Trend name describing the shared
topic or theme.
- Ticket count showing how many
tickets relate to the trend.
- Visual indicators showing relative
activity across trends.
- Last activity showing when new
tickets were last added.
Review tickets within a
trend
Select a trend to open a filtered list of
related tickets.
- An AI-generated summary describing the
common theme.
- A familiar ticket list view for reviewing
and managing work.
- A Why included explanation showing
how each ticket relates to the
trend.
You only see tickets from inboxes you
have access to, even if a trend
includes tickets from other
inboxes.
Open a ticket from a
trend
When you open a ticket from a trend,
additional context explains why it was grouped
with similar tickets.
- A banner explains the ticket’s connection
to the trend.
- You can continue working on the ticket as
usual.
How teams use Trends
- Managers use trends to understand
demand and identify recurring
themes.
- Agents use trends to review related
tickets together and work more
consistently.
- Teams use insights from trends to
improve processes, documentation, or
workflows.
Best practices
- Review trends regularly: Monitor
changes in patterns over time.
- Share insights: Align teams and
stakeholders around common themes.
- Act early: Use trend insights to
make improvements before issues
escalate.