Jitbit Blog about Customer Support

Categorizing your Support Tickets

Categorizing your Support Tickets

Jul 12 2016 :: by Alex

Categorizing support tickets is the second most important feature of almost any helpdesk ticketing system available on the market today (the first most important being ticket-tracking itself). Categories can be used for:

  • Reporting (so you can track which systems generate the most support requests)
  • Efficiently assigning requests to proper team members
  • Configuring permissions for helpdesk agents (so that different agents have permissions to different ticket categories, handling only the tickets they have access to)
  • etc.

Improper ticket categorization can result in slower response times, incorrect reporting and user frustration. So let's have a look at some of the ways you can categorize your support tickets:

By problem type

This is probably the most common way to categorize your support requests - by issue type. Convenient for both the end users (they know which category they should put their tickets to) and the helpdesk agents ("by problem type" categorization maps great to the team members responsible for this type of issues). This works great for reporting too since you can easily see where most problems originate.

Here are some examples

SaaS software company

  • Bugs
  • Feature requests
  • Billing issues
  • How to's

Online store

  • Shipping
  • Returns
  • Pre-order questions
  • Technical issues
  • Affiliate & reseller
  • Vendor issues

Enterprise IT department

  • Phones
  • Printers and copiers
  • Networking
  • Email Issues
  • Desktop Hardware
  • Desktop Software
  • Servers
  • Website

By Client

This is a less common way to organize your categories, since it does not fit every business and does not scale very well. But it might work for some consulting companies and freelancers.

  • Client A
  • Client B
  • Client C

Or, if you're using the app in corporate IT

  • Department X
  • Department Y
  • Execs

You can also combine these two ways, categorize the majority of your tickets "by problem type" and keep 2-3 private categories "by client" for your important clients.

By product

This one is obvious. If you're a multi-product company, why not organize your tickets by product? We were actually using this process here at Jitbit, when we had around 10 software apps (back in the days when the help desk software hasn't become our flagship software product)

  • Product A
  • Product B
  • Product C

By priority

If your helpdesk app does not have a built-in "priority" field.

Getting even more details using custom fields and tags

If categorizing is not enough, you can classify your tickets even further by adding custom fields (particularly, the "drop-down list" type) that would allow "multi-dimensional" categorizing. For example:

  • "Category" is set to "Networking issues"
  • "Computer type" custom field is set to "Laptop" (available options - "Desktop" & "Laptop")

In many ticketing apps (including Jitbit's) you can also add "tags" to your tickets. You might ask, how "tags" are different from "categories"? Simple - a ticket can have multiple tags assigned to it. You can use tags for both external and internal tracking. For example, here at Jitbit Software we have a special automation rule, which adds the "overdue" tag when a ticket becomes past due.

Speaking of automation rules...

Jitbit Helpdesk is famous for its automation engine that can - among other features - work with ticket categories. For example, you can assign a category to a ticket automatically, based on keywords and/or keyphrases found in the ticket's subject or body. Vice versa - you can perform various "actions" based on ticket category - like, "if a new ticket arrives to Category X - send an extra notification to John Doe".

Understanding category permissions

In Jitbit Helpdesk user permissions are closely tied to ticket categories. The phrase "User A has permissions for Category X" means that:

  • "User A" can see tickets in "Category X" and can "handle" them (i.e. can be assigned to a ticket, reply to the customer behind it etc).
  • "User A" does not see tickets in other categories he has no permissions in
  • "User A" (optionally) gets a notification about every new ticket in a category

'Categorizing your Support Tickets' was written by Alex by Alex. CEO, founder


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