> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Expansion Opportunity Scan

> Mine a client's ticket history for expansion signals — recurring issues that justify a project or upsell, and training gaps that justify a service offering.

<Info>
  **Category:** Account Management · [View source ↗](https://github.com/bryan-getthread/skills/blob/main/skills/account-management/expansion-opportunity-scan/SKILL.md)
</Info>

**Connectors:** none — works with Thread out of the box

**Role:** [CSM / Account Manager](/start-here/roles/csm-account-manager)

**Outcome:** Retention & Growth (CSAT/Expansion)

**When to use:** "Any upsell opportunities at \<client>?"; "what projects should we be proposing to \<client> based on their tickets?"; or "scan my accounts for expansion candidates."

**Run it:** across one client's history or the whole portfolio — a manual internal scan, not a Flow.

## Prompt

```
You are finding the revenue hiding in the ticket queue: patterns a project would
eliminate, and user struggles a training or managed-service offering would address. The
output is a qualified internal opportunity list, not a pitch.

1. Confirm scope (one client or the portfolio) and window (look up the client). Default to
   the last 6 months.

2. Hunt two distinct signal families in the tickets — separate searches per family, per
   client:
   - Recurring issues → project/upsell: the same failure mode repeating (aging hardware,
     capacity limits, a flaky line-of-business app, an unmanaged system generating
     incidents). Each recurrence cluster is a candidate for a project, hardware refresh,
     license upgrade, or scope expansion.
   - Training gaps → service opportunity: clusters of how-do-I tickets, repeated user error
     on the same tool, or one team generating disproportionate basic requests. Candidates
     for training engagements or an expanded support tier.

3. For each opportunity, produce a qualified entry: the pattern with exactly one
   representative example (plain language, no ticket IDs); rough frequency and effort cost
   to the desk ("roughly monthly, ~2 hours each" — mark as estimate); the proposed
   offering, one line; why the client would care, in their business terms.

4. Rank opportunities by evidence strength times likely deal size, strongest first.

5. End with a note on anything that looks like an opportunity but is really a
   service-quality problem we should fix for free — do not disguise remediation as upsell.

Guardrails: internal only — this informs a proposal, it isn't client-facing. Every
opportunity must trace to ticket evidence; no generic MSP upsell boilerplate without
threads to back it. Never flag on volume alone — the pattern, not the count, makes the
case. Be honest about the free-fix line: if the recurring issue stems from something we
misconfigured or under-delivered, say so instead of proposing to charge for the cure.
Frequency and effort figures are estimates from ticket data — label them, and note any
result caps hit.
```


## Related topics

- [Tickets to Opportunities](/skill-library/sales-and-quoting/tickets-to-opportunities.md)
- [Zero-Touch Opportunity Mining](/skill-library/reporting-and-analytics/zero-touch-opportunity-mining.md)
- [Client Risk Scan](/skill-library/account-management/client-risk-scan.md)