Abstract: Techniques for providing real-time multi-channel feedback. For example, a system comprises a platform including a feedback management component comprising an analytics engine capable of analyzing feedback from a plurality of users, wherein the analyzing comprises gathering data from the plurality of users, processing the data to derive at least one trend from the data, and formatting a presentation of the data to enumerate the at least one trend. The system further comprises a portal component capable of transmitting the feedback, including results of the analyzing comprising the presentation of the data, to at least one of a business unit and an experiential unit in real-time, and a channel management component capable of managing the feedback from each of a plurality of interfaces through which the plurality of users provide the data.

Abstract: Generation of a graphical representation for a support ticket tracking system includes assigning nodes in the graphical representation to represent: support ticket identifiers, entities that are involved in resolving support tickets, products involved in support tickets, and features of the products involved in support tickets, and linking the nodes in the graphical representation to generate pattern mappings for the support tickets. For a given support ticket, generation of a pattern mapping includes linking the nodes of the one or more entities involved in resolving the given support ticket, the nodes of the one or more products involved in the given support ticket, and the nodes of the one or more features of the one or more products involved in the given support ticket, to the node of the given support ticket identifier. The nodes are linked in the graphical representation to create a pattern mapping for the given support ticket.