1. A computer-implemented method of classifying documents including executing instructions stored on a computer-readable medium, said method comprising: receiving a plurality of documents from at least one user, wherein each document includes at least one of unplanned information relating to a customer support issue and an indication of a sentiment; identifying at least one customer support issue or sentiment contained within each document by parsing the plurality of documents; classifying, using a classifier, at least a portion of the plurality of documents that satisfy a confidence threshold into one of a plurality of classes, each class associated with the identified at least one customer support issue or sentiment; clustering a remainder of the plurality of documents that do not satisfy the confidence threshold for the identified at least one customer support issue or sentiment into a plurality of clustered groups using a clustering engine, the clustering engine applying a word analysis; and outputting a frequency of each identified customer support issue or sentiment in each of the classes and clustered groups, the frequency based on said classifying or said clustering.