Support/Improving Common Issues Tracking

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Current Method

  • Read a sample (300-400) of forum threads to identify issues and tally the number that are a given issue.
  • Combine with live chat tags + zzxc's feeling for what issues came up in the past week


  1. How can we improve the way we collect common issues so it's more formalized and less ad-hoc?
  2. How to make sure the numbers we provide are useful and statistically solid?
  3. How do we present these numbers to the organization at large?