5 Tips for Better Ticket Categorisation
Ticket categorization is one of the most underappreciated yet powerful tools in IT Service Management (ITSM). It’s not just about organizing issues for quicker resolution—it’s about creating a system that enables IT to communicate effectively with the business through reporting. When done right, categorization supports SLA compliance, improves service quality, and demonstrates IT’s value to the business. Here are five actionable tips to help you elevate your categorization game.
1. Build Categories That Help Speak to the Business
The true power of categories lies in their ability to bridge the gap between IT and the business. They should be designed for IT efficiency and to enable clear and impactful reporting that resonates with stakeholders.
For example, instead of a generic category like “Technical Issue,” use specific, value-driven categories such as “Customer Support Delays” or “Sales System Errors.” This structure ensures that IT’s data tells a story about how it supports the broader business goals.
Action Tip: Periodically review reports with stakeholders to ensure categories are aligned with evolving business needs and priorities.
2. Speak Your Business's Language
IT can often feel isolated from the rest of the organization. One way to bridge the gap is by ensuring that your categories reflect the language of your business. When stakeholders see categories they understand, trust builds and communication improves.
For example, instead of “Network Issues,” consider categories like “Collaboration Barriers” or “Productivity Challenges.” These terms are more likely to resonate with HR, Sales, or Finance teams.
Action Tip: Work with department heads to understand how they describe challenges and adapt your categories accordingly.
3. Focus on Actions and Results
Categories should reflect the outcomes IT delivers, not just the technical processes. This shift in focus helps stakeholders understand how IT supports their needs.
For example, instead of “Access Requests,” use “Enable Core System Access.” This subtle change highlights the action and its result, showing how IT empowers business operations.
Action Tip: Regularly review categories to ensure they align with actionable results and business priorities.
4. Keep It Short, Clear, and Accurate
Complex categorization structures can dilute the quality of your data and make ticket resolution more difficult. A concise and accurate list of categories ensures that your data remains usable and meaningful. Striking the right balance between simplicity and clarity is key.
For instance, instead of breaking categories into endless subcategories, stick to a manageable list that covers all core business needs while maintaining accuracy.
Action Tip: Audit your categories quarterly and remove any redundant or rarely used ones. Ensure remaining categories align with IT’s ability to deliver value-driven reports.
5. Enable and Empower Your Team
Your agents are the first line of defence regarding accurate categorization. Their choices shape your data quality, so setting them up for success is crucial.
Provide training that explains the “why” behind your categories. Help agents understand how their decisions impact SLA compliance, reporting, and IT’s reputation. Use gamification or recognition programs to encourage accurate categorization.
Action Tip: Create a quick reference guide or cheat sheet for agents to use during ticket intake.
Wrapping Up
Better ticket categorization isn’t just an operational improvement; it’s a strategic advantage. By building categories that support storytelling, aligning them with business language, focusing on results, keeping them concise and accurate, and empowering your team, you can unlock the full potential of your ITSM platform.
Remember: categorisation is about more than technology. It’s about creating value for IT, the business, and your customers.
Ready to Take Your ticketing to the Next Level?
At Zest, we specialize in helping businesses like yours tackle challenges in IT Service Management. From categorization strategies to implementing effective workflows, we’re here to help you make IT a driver of business success.
Contact us today to learn how to work together to elevate your ITSM game.