How to help our product team understand the reason why users contacts our Support team | Community
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We are a startup business using Intercom for Customer Support. We received approximately 4K-5K conversations monthly. One of our main challenges is how to easily track and understand the reason why users are reaching out to our Support team. I’ve read about conversation tagging, conversation topics, and conversation attributes, but it doesn’t seem to be a perfect solution, or maybe I just can’t completely comprehend how to adapt them to our business. Do I need to use all of them together? Do we need integration with another tool or software? The end goal is to be able to convey to our product team our user's sentiments. Can someone please lend a helping hand?

Hi @iampaulaaa ! Ebenezer here from Engineering Support👋.

For what you’re looking to do, Conversation Topics would be the best thing to use here.

So how it works is that it’s a conversation property, which is automatically applied to matching conversations based on key phrases you define. Conversation topics allow you to deeply understand your conversations, and how your team performs when handling different topics.

Unlike conversation tags, and custom conversation data, topics can be applied retroactively to your existing conversations, and require no manual input from your customers or team.

This article explains more in detail

​@iampaulaaa at that volume (4-5k/month) it’s likely impossible to tag all of the conversations consistently for reporting. We created an integration (Dimension Labs on the Intercom App Store) that can help automate this volume of tagging and reporting. 

Understanding Why Users Contact Our Support Team

Objective:
Help our Product Team better understand the reasons users reach out to our Support team so we can proactively improve the product experience and reduce friction.

 Key Reasons Users Contact Support:

  1. Feature Confusion or Discoverability Issues
    Users often struggle to find or understand how a particular feature works. This indicates a need to improve UI clarity, onboarding, or tooltips.

  2. Bugs or Unexpected Behavior
    Sometimes users report app crashes, loading issues, or broken flows. These should be tracked and prioritized with engineering.

  3. Account/Login Issues
    A significant portion of support requests revolve around password resets, verification emails not arriving, or social login failures.

  4. Billing & Subscription Questions
    These include questions about invoices, refunds, trial expirations, and plan limitations. Clearer in-app billing info can reduce these tickets.

  5. Missing Information or Documentation
    If users frequently ask “How do I…” or “Where can I find…”, it suggests our help docs or product copy could be improved.

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