A list of the most asked questions during a given period of time can be useful to keep a knowledge base up to date and for the problem process. To get this list you will likely have to do some manual work, or you will have to do a very good job at labeling questions in your support system, categorizing individual incidents to the question level. Once you have managed to extract a list of the most common questions you can look at them and determine if a problem may be useful to find the root cause for these questions and try to fix that root cause, you may want to update the information in your knowledge base to be more descriptive, and you might want to update a Frequently Asked Questions page if you have it. It is also interesting to see that the list of common questions slowly evolves over time as you improve and add new features to your products and services.

Although gathering a list of top questions is a manual process it can be very useful to learn about the things in your product or service that are not instantly clear to your customers. It will also help you make sure that you can answer common questions most effectively, increasing the performance of the service desk.