Request for Enhanced Ticket Data Insights with their Closure Information

Hi,

This is regarding to the functionality available in the "Apps & Services" & “Generate Insight” section which is getting used for a deep=dive analysis of ticket data. Although, I can be able to identify and describe the most common topics or issues associated with a particular service, supported by relevant ticket data, additionally, I would like to know if there is an option to extract commonly used ticket closure information. This data is critical for accurate analysis.

For example, when users experience issues such as an application or Outlook failing to load content, they often interpret it as a network problem and raise a network-related incident. However, upon investigation, these issues frequently turn out to be related to Office 365 or the specific application itself.

In such cases, the AI-generated insights based solely on open ticket data may lead to inaccurate conclusions. Incorporating closure information provided by service agents would significantly enhance the accuracy of the analysis and help in identifying the true root causes of incidents.

Could you please advise if such functionality is available or if there are any recommended approaches to achieve this?