What Is Ticket Categorization?

Ticket categorization is the process of tagging support requests with relevant categories—such as product area, issue type, or urgency—so they can be routed correctly and tracked for analytics. Proper categorization is the foundation of efficient ticketing.

Common Categorization Levels

• Product/Service: Which product has the issue (e.g., Billing, Email, Integrations)
• Issue Type: What kind of problem (Bug, Feature Request, Configuration, etc.)
• Sub-category: More granular breakdown (e.g., Login Issue > Password Reset)
• Priority: Urgency level (Critical, High, Medium, Low)
• Audience: Who is affected (Individual, Department, Enterprise)

How Categorization Enables Automation

Automated systems use categories to trigger routing rules, set SLAs, assign tags, and escalate tickets. Machine learning can suggest categories based on ticket content.

Benefits

• Faster routing to the right team
• Accurate SLA assignment
• Better analytics and reporting
• Easier ticket searching and filtering
• Standardized resolution processes

Expert Insight

Atlassian emphasizes that consistent categorization is key to ITSM maturity and process improvement.

Learn ITSM Classification

Explore classification systems on Wikipedia.

How TicketingNext Handles Categorization

TicketingNext offers flexible category trees, auto-categorization via rules, and machine learning suggestions. See TicketingNext features or browse use cases.

Need categorization help? Contact our team.