Hi !
We’d love to have native functionality that allows us to identify and rank our top users based on the number of conversations they’ve had with our support team over a given time period (weekly, monthly, quarterly, custom range).
This would help us:
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Spot high-contact users and accounts who may need proactive support, onboarding, or tailored success initiatives.
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Identify potential product issues or blockers that generate repeated contact.
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Cross-reference with CSAT and resolution time to monitor satisfaction vs. workload.
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Refine our segmentation strategies and support prioritization efforts.
Feature expectations:
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Sortable and exportable list of users (or accounts) by number of conversations.
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Filter by time range, inbox, team, tag, conversation status.
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Ability to view trends (e.g., rising volume) per user over time.
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Possibility to group by company/account (ideal for B2B).
Let me know if this is something already on your roadmap — we believe it could be a game-changer for CX and Support Ops teams trying to be more data-driven!
Best,