Problem statements
Real descriptions from people who do not know the right vocabulary, which is exactly the hard case.
THE SUPPORT ARCHIVE
Every ticket is a problem, a diagnosis and a fix, written down as it happened
Support threads are unusually complete records. Someone describes a real problem in their own words, someone else works out what is wrong, and the resolution is attached. Thousands of times over.
Check your data
Six questions, roughly two minutes.
Problem, diagnosis and fix in one threadDescribed in the requester’s own wordsBounded licence, anonymized in preparation
THE TRACK RECORD
The people who decide are on the first call
“Built Simplicity Solar to $35M in three years and sold it, running it on systems he designed himself.”
“AO Swag and Roofer.com, built and run alongside each other, $21M raised across the two.”
THE SUPPORT QUESTIONS
What firms ask about ticket archives
Our tickets are full of customer names and details.
Identifying fields are stripped as part of preparing the data, before anything is shared onward. That work happens on our side, not yours.
Most of it is repetitive. Is that a problem?
No. Repetition with variation is a feature here — the same problem handled differently over time is what shows judgement rather than script.
We use a hosted helpdesk. Does that complicate it?
Generally not. The licence covers a defined slice of data and involves a one-time extract, not an integration.
What does this cost us?
Nothing at any stage. There is no fee and no commission, because we are the buyer rather than your representative.
WHAT THE ARCHIVE CONTAINS
Four things a support history holds that little else does
All of it is the ordinary output of helping people. Nothing here has to be created or reorganised first.
Diagnostic threads
The back-and-forth of narrowing a problem down, including the wrong turns taken on the way.
Resolutions
What actually fixed it, and whether the fix held, recorded against the original complaint.
Escalations
What got handed upward, the reasoning for doing so, and what changed as a result.
WHY SUPPORT ARCHIVES RATE WELL
The structure of a ticket is the structure of reasoning
- Complete arcs. A thread usually runs from symptom through hypothesis to resolution without anything missing in the middle.
- Natural language on both sides. The requester describes the problem badly, and someone has to interpret it. That interpretation is the valuable part.
- Repetition with variation. The same underlying issue arrives in dozens of phrasings and is handled slightly differently each time.
- Escalations capture judgement. Deciding what to escalate, and why, is a documented decision with consequences attached.
WHAT ABOUT OUR CUSTOMERS
Identities come out before anything moves
-
01
Scope first
Six questions establish what exists. Nothing is accessed and nothing is shared at this stage.
-
02
You set the boundary
Anything your obligations do not permit you to license stays outside the licence entirely.
-
03
Anonymization in preparation
Identifying fields are stripped as part of preparing the data, before it is shared onward.
-
04
Paid on completion
Typically $100K to $2M, Net 30 to 60, once the data has been approved, shared, and anonymized.
SPEAK WITH A MANAGING PARTNER
Price the thousand problems your team already solved
Six questions and a short conversation. Nothing you tell us leaves Polyshares.
Check your data