How should you categorize support tickets?
Categorize support tickets with a short, layered taxonomy: request type (question, bug, feature request, billing, account), product area, priority, and, after resolution, root cause. Keep categories mutually exclusive and few enough to apply consistently, then let AI tag tickets automatically and review a sample weekly.
Example taxonomy
Tips
Limit each layer to about 10 values, write definitions, include “other,” and review categories quarterly.
