Scalable Ticket Classification Schema for Smarter Customer Support
20
975 tasks completed
Graham Robson#Zendesk
#Automation
#CX
#Customer Support
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Implement a three-tier hierarchical classification system—Type, Service, and Product/Component—that brings structure and clarity to your help desk operations. This schema enables agents to categorize tickets accurately and efficiently, reducing resolution times, improving routing accuracy, and supporting richer analytics. Tier 1 captures high-level intent (e.g., incidents, service requests), Tier 2 breaks issues down by functional service areas, and Tier 3 tracks specific tools, systems, or assets involved. Designed to balance usability and depth, the schema adapts to organizational growth while remaining intuitive for daily use. It also forms the foundation for better trend analysis, SLA tracking, and continuous service improvement.
Ticket Description
User Input
Capture the initial description of the ticket submitted by the customer. This should be a verbatim r
Tier 1: Type (Classification)
Reviewed
AI Generated
Use AI to classify the ticket based on the 'Type' tier. The options are: Incident Resolution, Servic
Tier 2: Service (Classification)
Reviewed
AI Generated
Use AI to further classify the ticket based on the 'Service' tier (e.g., Desktop Support, Network Se
Tier 3: Product/Component (Classification)
AI Generated
Use AI to classify the ticket based on the specific product or component involved (e.g., Microsoft T
Routing Recommendation
Reviewed
AI Generated
Based on the three-tier classification, recommend the most appropriate agent or team to handle the t
Final Agent Assignment
Reviewed
User Input
Assign the agent or team that will ultimately handle the ticket, considering the 'Routing Recommenda
Resolution Notes
User Input
Record a summary of how the ticket was resolved. Include key steps taken and any relevant informatio
Customer Satisfaction Survey
User Input
Send out a customer satisfaction survey to gather feedback on the resolution of the ticket and the a
Customer Satisfaction Rating
User Input
Capture the customer satisfaction rating from the survey. Parse the rating from the survey response.