Find out why your customers keep contacting you.
AURA Source connects to your helpdesk, reads why people are actually getting in touch, clusters the reasons into named recurring defects, and prices each one in euros. You get a ranked list — worst first.
Zendesk first. No card, no commitment, no sales call.
A Defect Ledger, not a dashboard
Most analytics tools give you a way to explore your data. That’s a job, and it’s a job nobody has time for. AURA Source gives you a finished document: a ranked list of the recurring defects generating your contact volume, each with a name, a description, an estimated annual cost, and the function that usually owns the fix.
It’s designed to be forwarded, not explored. The point is that you can send it to the head of billing and they will understand, in one screen, why their process is generating four hundred contacts a month.
- Each entry has
- A named defect, matched to the public taxonomy
- Contact volume and trend over the period
- Estimated annual cost, with the arithmetic shown
- Representative examples in the customer’s own words
- The function that usually owns the cause
- Ranked by
- Cost, so the argument about what to fix first is already settled
Connect, then read the ledger
Nothing to install, nothing to configure, no taxonomy to build yourself.
Connect
Authorise read-only access to your helpdesk. Zendesk today; other platforms follow demand. Revoke any time from your own admin, without asking us.
Count before pull
We ask your helpdesk how many tickets match the period before moving any data, and show you the exact number. Nothing is pulled, and nothing is billable, until you’ve seen it.
Extract the reason
Every helpdesk hides the real contact reason somewhere different — subject line, first message, a custom field, a macro. Finding it reliably per platform is the hard part, and it’s the part we’ve done.
Classify and cluster
Each contact is classified against a vertical taxonomy, then clustered into named recurring defects. Not keyword buckets — named causes.
Cost and rank
Each defect is priced using your volumes, handle time and agent cost, then ranked. You supply the cost inputs; the arithmetic is shown, so you can challenge it.
Review and deliver
Early reports pass a human review before they reach you. That’s a deliberate stage while the vertical taxonomies mature — you get a curated document rather than a first draft.
Read-only, count-before-pull, revoke any time.
We never write to your helpdesk. We tell you the exact volume before anything moves. And access is revoked from your side, not by emailing us.
Where the taxonomy comes from
The classification runs against the same Failure Demand Taxonomy we publish openly. You can read the whole thing before you connect anything — including the exact definitions your contacts will be matched against.
If your business has a defect the taxonomy doesn’t cover, it gets added, and everyone benefits.
Your data
- Hosting
- EU only. Ireland primary, Frankfurt disaster recovery.
- Access
- Read-only, scoped, revocable by you at any time.
- Benchmarks
- Aggregate use is a separate, explicit opt-in — off unless you turn it on, and turning it off later is a checkbox.
- Ownership
- Reports belong to the organisation, not the individual who signed up. When someone leaves, the reports stay.
Start free. No card, no commitment.
The free tier gives you a real Defect Ledger over a recent window of your contact history. Not a demo, not a sample — your own data, your own defects, your own numbers.
- One report per organisation per month
- Recent contact history window
- Full defect naming, clustering and costing
- No card, no trial countdown, no sales sequence
Paid tiers add longer history, trend tracking across periods, scheduled refreshes and benchmark comparison. You’ll know whether it’s worth paying for before you’re asked.
Work email required. Reports are owned by the organisation that owns the domain, so free-mail addresses aren’t accepted. That’s what stops a report walking out of the door when someone changes jobs.
What it doesn’t do
Easier to trust a tool that tells you its limits before you find them.
It won’t fix anything
AURA Source finds and prices defects. Fixing them happens in billing, product, logistics — departments we have no access to and no view of.
It isn’t a QA tool
It says nothing about how well your agents handled the contact. It’s only interested in whether the contact should have existed.
It won’t replace your helpdesk reporting
It sits alongside it, answering a question your helpdesk reporting isn’t built to answer.
Costs are estimates
Built from your inputs with the arithmetic shown, deliberately conservative, and excluding second-order costs like complaints and churn. Challenge them — the workings are visible.
Some defects can’t be eliminated
Regulatory contacts, life events and genuine value demand are classified separately, precisely so you don’t chase eliminations that can’t happen.
Early taxonomies are uneven
Coverage is strongest where we have the most data. If your vertical is thin, we’ll tell you before you connect, not after.