---
Title: "How to Categorize Support Tickets: A Simple Taxonomy"
Url: "https://computer.io/answers/how-to-categorize-support-tickets"
Topic: "Ticketing"
Description: "Categorize support tickets with a short taxonomy: type, product area, priority and root cause. Keep categories distinct and let AI apply them."
---

# 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

| Layer | Values |
|---|---|
| Type | Question, bug, feature request, billing, account, incident |
| Product area | Login, payments, API, mobile, integrations |
| Priority | P1 to P4 |
| Root cause (on close) | Docs gap, UX confusion, defect, third party, user error |

## Tips

Limit each layer to about 10 values, write definitions, include "other," and review categories quarterly.

## FAQ

### Why categorize support tickets?

For routing, reporting and finding the root causes to fix.

### Who should categorize tickets?

AI or rules on arrival, with agents correcting when needed.

### How many ticket categories should we have?

Few enough to be applied consistently, usually under 30 total across layers.

## Related terms

- [Ticket triage](https://computer.io/glossary/ticket-triage)
- [How can you use AI to classify and tag incoming support tickets?](https://computer.io/answers/how-to-use-ai-to-tag-support-tickets)
- [How should you handle support tickets?](https://computer.io/answers/how-to-handle-support-tickets)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Further reading

- [Ticket management](https://devrev.ai/blog/ticket-management)
- [Ticket handling best practices](https://devrev.ai/blog/ticket-handling-best-practices)