Welcome to Idiomatic! We’ve put together this quick guide to help you get started and make Idiomatic work for you.
Selecting the date range
On the high-level dashboard, the donut chart shows the most common categories by ticket volume within the default date range of the last 4 weeks. To change the range shown, click the Date Range menu and select the desired beginning and end dates. You can specify if you want to view the data by days, weeks, or months.
Alternatively, the trends can be viewed over time by clicking on the “view this over time” link located right above the chart.
It can be helpful to look at feedback for a specific customer segment (e.g., platform, version, or rating). With the filter function, you can limit your analysis to tickets with a certain tag or combination of tags.
Two of the most commonly used filters are “Comment type: Complaint” and “Comment type: Question.” These tags sort the data by tickets with either negative sentiment or questions, respectively. To apply a filter, click on the Filter menu and select the desired tag.
To view tickets filtered by a combination of tags, use the “Add an advanced filter” option in the Filter menu.
Viewing issues and raw tickets
On the high-level dashboard, you can click on any one of the categories on the right side for further exploration. From there, you will see the breakdown of issues within that category and can drill down by clicking on the particular issue to read the raw customer support tickets.
Idiomatic organizes granular Issues under high-level Categories, which is good for exploration but makes it hard to compare granular Issues across Categories. With the Issues View, you can bypass the Categories and look directly at the largest granular Issues, which is particularly powerful when used in conjunction with filters.
Idiomatic URLs encode all of the dashboard parameters (view, dates, filters, and issues) of the page you’re on. So, to save or share your data, all you have to do is copy & paste the link.
Inviting others to your dashboard
Want to invite more team members to your dashboard? Awesome! Your Account Admins have the ability to create dashboard accounts for new users, so go ahead and let them know who you want to invite. Alternatively, you can also send your Idiomatic Account Analyst an email with the names of the new users along with their email addresses and we’ll take care of the rest.
Don’t see what you’re looking for? Or have a specific question about your data? Let us know at firstname.lastname@example.org and we’ll get it figured out for you. Otherwise, dive into your customer dashboard at https://idiomatic.io.