Overview

Analyses read a batch of your recent conversations and answer one question about them: what keeps coming up, what broke in the last release, what customers are asking you to build, who is about to leave. Each one comes back as a written read you can hand straight to product, documentation or engineering.

Reports tell you how the queue is doing. Analyses tell you what is inside it.

Run an analysis

1. Open Analyses in the sidebar.
2. Set the Time window: how far back to look, written like 7d, 2w or 3m. The default is 7d, and the window can reach back up to 12 months.
3. Click Run analysis on the card you want.
4. The result appears on the Reports page under Recent reports. Pick the analysis from the list above the table to see only its results.

Agents, admins and the owner can run analyses. Everyone on the team can read the results. If the same analysis is already running, Overdesk tells you so rather than starting another, and the result you get is the one already under way, with the window it started with.

What each analysis finds

Analysis	What it finds
Recurring themes	The 5 topics that came up most in the window, each with an estimated ticket count, what customers are running into, and one fix to consider.
Post-release regressions	New or worsening problems that point to a recent release, each rated for severity. Says plainly when it finds none.
Documentation gaps	Topics customers ask about 3 or more times that your docs seem to miss or explain badly, with a suggested page title for each. It works from the conversations, so treat each gap as a lead to check against your docs.
Most repeated questions	The 10 questions customers repeat most, written the way they actually ask them, each with a suggested way to answer it once and for all.
Frustration signals	The angry and disappointed conversations: what set customers off, the quotes that show it, and an overall temperature for the period.
Recurring bugs	Repeated defect reports grouped into distinct bugs, with ticket numbers, symptoms and a severity rank. Ignores how-to questions and one-off mistakes.
Feature requests	Duplicate asks merged into single requests and ranked by demand, with the need behind each one rather than just the words customers used.
Churn signals	Cancellations, refund requests, competitor mentions and threats to leave. Each one cites the ticket, quotes the signal and suggests a retention action.
Automation candidates	Repetitive, low-judgement tickets that a saved reply, a help article or a self-serve flow could handle, ranked by volume, with the approach to use for each.

How much each run reads

Each run reads up to 100 conversations from the window, across every help desk you have connected. Default mailbox ID and Default view ID (Zendesk only) in Settings → General narrow analyses the same way they narrow reports.

Post-release regressions, Frustration signals, Recurring bugs and Churn signals read each conversation's full message thread. The others work from each conversation's subject and preview.

Where results go

Every finished analysis is saved alongside your reports and kept for as long as your plan keeps reports. It is also sent to each notification destination that has Analyses switched on in Settings → Notifications. See Notifications.

Put an analysis on a schedule

Analyses can run on a timer like any report. In Schedules, click New schedule, pick the analysis under its own heading in What should run, and set a Time window that matches the cadence. A monthly schedule with a one-week window reads only the last week.

Plans and cost

Analyses are included on Trial, Pro and Scale, and not on Assist. They run on your own Anthropic API key, so an analysis started without a saved key fails and raises an alert. See Add your Anthropic API key and Plans and pricing.