Turning Support Pain into Progress: How to Spot Patterns and Scale Solutions with GRAVITY

In most organizations, support teams are the unsung heroes—fielding repetitive tickets, answering the same “where do I click?” questions, and quietly absorbing the cost of inefficient processes. But what if the data from your internal ticketing system could do more than just track complaints? What if it could help you reduce support workload, accelerate digital transformation, and proactively train users before they hit the “Submit Ticket” button?

The Cost of Support: More Than Just Time

Let’s be honest—every support ticket costs time, money, and momentum. When your team is drowning in repetitive tickets about the same feature or process—whether it’s Salesforce, SAP SuccessFactors, or internal tools—you’re not just wasting hours. You’re slowing down adoption, draining morale, and racking up hidden business costs.

But the true cost goes deeper. A spike in support tickets is often a symptom of larger issues—ineffective employee onboarding, outdated training, or poor communication during change management. It’s not just about the time your support team spends resolving tickets; it’s about the loss of productivity across the employee life cycle. When employees struggle to complete tasks, projects stall, deadlines slip, and frustration builds.

Support tickets don’t just represent problems—they reveal them. And if you treat them only as isolated requests instead of data points, you’re missing an opportunity to improve employee experience and maximize your return on investment.

From Patterns to Pathways: Using GRAVITY to Scale Smart Support

As a digital adoption platform (DAP), GRAVITY enables Learning Managers and Authors to deliver in-app guidance, smart tips, and interactive walkthroughs exactly where and when users need them. It provides you with the means to transforms insights from your support team into meaningful, targeted interventions—bridging knowledge gaps without disrupting the user experience.

In this use case, we’re focusing on how you can act on patterns you’ve already spotted: repeated support issues, or users who need more handholding. GRAVITY helps you turn that insight into action—supporting your employees directly within the tools they use, boosting productivity, and reducing the load on your support team.

Two powerful approaches help make this possible:

Scenario 1: A Common Issue Across the Board

When a specific process or feature keeps triggering support tickets, it’s a clear candidate for targeted intervention. Rather than sending employees to external guides or responding manually each time, use Goals in GRAVITY to create focused, in-context learning experiences.

This could be a short series of Callouts or an interactive walkthrough that explains the task step by step—right inside the app. Whether it's a common form, a tricky workflow, or a recent system update, delivering the right information at the right time helps employees build confidence and reduces the need for reactive support.

And because it’s tracked as a Goal, you can measure completion, gather insights, and continuously refine the experience—all while improving employee productivity and minimizing disruptions.

👉 Want to do the same? Check out our guide.

Scenario 2: A Specific Group of Users Needs Extra Help

Sometimes, the issue isn’t widespread—but a small group of users struggles more than others. Maybe they missed part of the training, or they’re adapting slowly to a new tool introduced during your digital transformation.

Rather than treating them the same as everyone else, create a dedicated Audience in GRAVITY. This lets you deliver tailored support—whether it’s smart tips, additional in-app guidance, or a refresher training session—just for the people who need it.

It’s a simple but powerful way to improve employee training and development without overwhelming your entire workforce. And for the users receiving extra help, it creates a more personalized, supportive experience that builds long-term confidence and competence.

👉 Want to set this up in GRAVITY? Check out our Documentation

More than Training—It’s a Strategy

Too often, support is seen as something that kicks in after things go wrong. But with the right approach, it becomes a proactive strategy—one that strengthens your change management efforts, drives ROI, and supports users throughout their journey. Instead of accepting support pain as the cost of doing business, you can ask:

• What are users struggling with?
• Who’s struggling more than others?
• How can we fix it at the source, not just react to symptoms?

By identifying recurring issues and segmenting your audiences, you can deliver highly relevant, in-the-flow support that improves the employee experience and accelerates digital adoption.

Stronger Support, Smarter Digital Adoption

When support tickets start to pile up, don’t just react—analyze. Look for themes. Spot your low-hanging fruit. And use tools like GRAVITY to deliver targeted, meaningful interventions that empower users and reduce long-term support burden.

Because better training doesn’t just fix the problem—it builds capability, confidence, and momentum across your organization.

Need help getting started? Explore our documentation or reach out to us—we’re always happy to support the people who support your users.