IT Ticket Classification

Customers contact companies via multiple channels, from social media platforms and review sites to email and live chats – any time of the day, wherever they are. With the growing number of mobile users, customers can easily access these services, adding to the volume of tickets generated. IT tickets are the generalized term used to refer to a record of work performed (or needing to be performed) by an organization to operate the company's technology environment, fix issues, and resolve user requests. These tickets can be raised through the web, mobile app, emails, calls, or even in customer care centers. When an issue or support ticket drops into the IT helpdesk, first it needs to be processed and assigned a tag or category.