Customer support
Answer people where they complained
For every ticket you receive, several people gave up and posted instead. Those posts stay public and keep being read. SoTrace turns them into work someone owns, with the same shape as the queue you already run.
The problem
Your queue only contains the people who bothered to write in
Support metrics measure the tickets you received, which quietly excludes everyone who decided it was not worth the effort and posted their frustration somewhere public instead. Those posts do not expire. They are read by the next person evaluating you, they rank in search, and they carry the impression that nobody was listening, which, from the outside, is exactly what happened.
The answer exists, just not where the question was asked
The same issue has been answered ten times in the help centre. The person asking on Reddit does not know that, and neither does anyone else reading the thread.
Two people reply, or nobody does
Without an owner, a public mention is either everyone's job or no one's. Both failure modes are visible to the customer.
Nothing connects the post to the fix
The complaint is handled in a DM, the bug is filed somewhere else, and nobody ever goes back to the original thread to say it was sorted.
The solution
How SoTrace solves it
- 01
Catch what never became a ticket
Questions and complaints are separated from praise and noise, so the queue only fills with mentions that actually want an answer.
- 02
Give it an owner and a due date
A mention becomes a follow-up with one click: assigned to a teammate, tracked to resolved, and visible to everyone else so nobody replies twice.
- 03
Reply where it was read
The thread, the author and the original link travel with the follow-up, so the answer lands in public where the complaint already is.
What changes
Before and after, for the team doing the work
Without SoTrace
- Public complaints are invisible to the team that could fix them
- Replies are duplicated, or never happen at all
- The unanswered thread keeps being read for years
With SoTrace
- A queue of the people who never opened a ticket
- One owner per conversation, tracked to resolved
- Public answers where the public question was asked
Questions
What teams ask before they switch
- Does this replace our help desk?
- No. It covers the conversations that never reach it. Follow-ups can be routed onward to Zendesk, Intercom, Jira or Linear, so the public thread and the internal ticket stay connected.
- How does SoTrace decide what needs an answer?
- Each mention is read for intent rather than matched on keywords, so questions and complaints are separated from praise, jokes and passing references before anything reaches the queue.
- Can we see who is handling what?
- Yes. Follow-ups carry an assignee and a status that everyone on the brand can see, which is what stops two people answering the same post and nobody answering the next one.
- Can support people be given access without the whole account?
- Brands have members, and every query is scoped to the brand the person belongs to. Someone added to one brand sees that brand's mentions and nothing else.