For teams building from zero
No macros, no knowledge base, no tags? Start here.
If support is a shared inbox you are drowning in, you do not need an audit that finds leaks. You need a foundation built. Throughscan reads your own ticket history and builds the starter system for you, so you go from zero to a working support operation without hiring an ops person or starting from a blank page.
New to the terms? Macros, taxonomy, knowledge base, SLAs, and the rest, explained in plain language.
What we build from your own history
- A contact-driver taxonomy: what your customers actually contact you about, ranked by volume, so you can see that a handful of reasons are most of your work.
- A starter macro library: reusable replies mined from your own best answers, generalized with placeholders, ready to drop into your tool.
- Knowledge-base article drafts: first help-center articles for the questions that are genuinely self-serve, written from answers that already worked.
- A tag scheme and SLA targets: a simple way to categorize tickets, and response-time targets anchored to your own numbers instead of a guess.
Every line is labeled: measured from your file, an operator's review, or a draft to confirm. The drafts are starting points you review and own, not auto-published.
What to upload, honestly
Building macros and a knowledge base needs the actual text of your tickets, the questions and the replies, not just timestamps. The easiest source of that is a shared Gmail or Outlook inbox, which exports the full conversations by nature. If you run support out of a shared inbox, that is the richest starting point there is.
You can upload that mailbox directly. In Gmail, use Google Takeout and select Mail to get an mbox file; in Outlook, free Thunderbird with the ImportExportTools add-on saves a folder as mbox. Drop the mbox into the assessment and it reads the full conversations, who sent what, and your real response times. Outlook PST files need converting to mbox first, or send yours over and I will help. Either way, start with the free placement and it tells you exactly what your file supports.
Already have macros, tags, and a knowledge base, and want to find what is leaking instead? See the audit track.