Zoho Desk provides built-in fields like Type and Sub-Type for classification. Administrators can customise these lists to reflect the company’s specific support categories. For example, a telecom company might use categories like Network, Billing, Device, and Activation.
Classification drives assignment rules that route tickets to the right team. A ticket classified as ‘Billing’ goes to the finance support team, while ‘Technical’ tickets go to the engineering support desk. Reports can then show volume and resolution times by category.
When a product update causes a spike in ‘Login Issues’ tickets, classification data surfaces this trend immediately. Support managers can alert the product team and create a knowledge base article to reduce incoming ticket volume.
Ticket classification is the process of categorising tickets by type or subject, such as Billing or Technical. It helps route tickets to the right team and produces meaningful trend reports.
Administrators can configure classification via the Type and Sub-Type fields in ticket settings. Custom options can be added to reflect your specific support categories.
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