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:
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:
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
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.
Or, if you're using the app in corporate IT
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.
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)
If your helpdesk app does not have a built-in "priority" field.
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:
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.
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".
In Jitbit Helpdesk user permissions are closely tied to ticket categories. The phrase "User A has permissions for Category X" means that: