Topic Categorization: How Quack Organizes Your Tickets

Quack uses topics to automatically categorize incoming user messages based on intent. Each topic represents a distinct type of user question or request.

What is a Topic?

A topic is a classification that Quack applies to a ticket. It helps group similar user intents together for faster triage, better automation, and more actionable reporting.

Example: Topic: Account Management Questions that fall under this topic:

• How do I reset my password?

• I want to update my email address

• How do I delete my account?

Each ticket is assigned to exactly one topic.

Why Topic Descriptions Matter

It’s possible, and highly recommended, to add topic descriptions to help Quack perform accurate classification. A clear, specific description helps Quack’s AI accurately identify which messages belong in each topic.

Without a well-written description, Quack’s predictions can become vague or inaccurate, especially when multiple topics overlap. You can learn here how to use topic descriptions for better intent matching.

Where to Find Topics in Quack

You can view and manage all your topics from the Explore page in the Quack dashboard:

1. Go to Explore

2. Select the Tickets tab to view all topics along with volume, trends, resolution rate, average time to resolve (TTR), average messages, internal notes, and QA score

3. Click into any topic to view its intents and the tickets grouped under it

Next Steps

Go to Explore in your Quack account to review your topics, check their performance, and refine their descriptions.