Mining Your Support Tickets for Content Gold
From Yuki Tanaka’s guide series The Small Business Knowledge Gold Mine: Converting Customer Questions Into Revenue-Saving Help Articles.
This is chapter 2 of the series. See the complete guide for the full picture, or work through the chapters in sequence.
Your support ticket system isn’t just a repository of customer problems—it’s a treasure trove of content opportunities waiting to be discovered. Every ticket represents a moment when a customer needed help, and patterns in these requests reveal the exact knowledge gaps your customers face. Instead of viewing support tickets as a necessary burden, successful businesses recognize them as a roadmap for creating valuable self-service resources.
The tran
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