{"id":4237,"date":"2026-05-29T21:13:42","date_gmt":"2026-05-29T21:13:42","guid":{"rendered":"https:\/\/aaxonix.com\/resources\/?post_type=glossary&#038;p=4237"},"modified":"2026-05-29T21:13:42","modified_gmt":"2026-05-29T21:13:42","slug":"ticket-classification-zoho-desk","status":"publish","type":"glossary","link":"https:\/\/aaxonix.com\/resources\/glossary\/ticket-classification-zoho-desk\/","title":{"rendered":"Ticket Classification"},"content":{"rendered":"<style>\n.gt-body{font-family:'Poppins',sans-serif;color:#111;line-height:1.75}\n.gt-def{border-left:4px solid #E8650A;padding:16px 20px;background:#fff8f4;border-radius:0 8px 8px 0;margin:0 0 32px;font-size:1.05rem}\n.gt-section{margin:0 0 36px}.gt-section h2{font-family:'Fraunces',serif;color:#0A1628;font-size:1.5rem;margin:0 0 12px}\n.gt-example-box{background:#f0f4ff;border-radius:10px;padding:20px 24px;margin:0 0 32px}.gt-example-box strong{color:#2563EB}\n.gt-related-pills{display:flex;flex-wrap:wrap;gap:10px;margin:0 0 32px}\n.gt-related-pill{background:#f7f4ef;border:1px solid #ddd8cf;border-radius:20px;padding:6px 16px;font-size:.875rem;color:#0A1628;text-decoration:none}\n.gt-faq-item{border:1px solid #ddd8cf;border-radius:10px;padding:16px 20px;margin:0 0 12px}\n<\/style>\n<div class=\"gt-body\">\n<div class=\"gt-def\">Ticket classification in Zoho Desk is the process of categorising tickets by type, such as Billing, Technical, Feature Request, or General Inquiry. Classification helps route tickets correctly, generate accurate reports, and identify recurring issues.<\/div>\n<div class=\"gt-section\">\n<h2>Classification Fields in Zoho Desk<\/h2>\n<p>Zoho Desk provides built-in fields like Type and Sub-Type for classification. Administrators can customise these lists to reflect the company&#8217;s specific support categories. For example, a telecom company might use categories like Network, Billing, Device, and Activation.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Impact on Routing and Reporting<\/h2>\n<p>Classification drives assignment rules that route tickets to the right team. A ticket classified as &#8216;Billing&#8217; goes to the finance support team, while &#8216;Technical&#8217; tickets go to the engineering support desk. Reports can then show volume and resolution times by category.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Using Classification to Spot Trends<\/h2>\n<p>When a product update causes a spike in &#8216;Login Issues&#8217; 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.<\/p>\n<\/div>\n<div class=\"gt-example-box\"><strong>Example:<\/strong> A retail company in Delhi classifies tickets as Delivery, Returns, Payments, and Product Queries. Over three months, reports show 40% of tickets are Delivery-related, prompting them to add more FAQs and a tracking integration.<\/div>\n<div class=\"gt-related-pills\">\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/ticket-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Ticket<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/ticket-tag-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Ticket Tag<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/custom-field-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Custom Field (Desk)<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/ticket-trend-report-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Ticket Trend Report<\/a>\n  <\/div>\n<div class=\"gt-faq-item\"><strong>What is Ticket Classification in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-faq-item\"><strong>How do I set up ticket classification in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Ticket classification in Zoho Desk categorises support requests by type such as Billing or Technical, enabling smarter routing and trend analysis.<\/p>\n","protected":false},"template":"","meta":{"seo_title":"Ticket Classification | Zoho Desk Glossary","seo_description":"Ticket classification in Zoho Desk categorises support requests by type such as Billing or Technical, enabling smarter routing and trend analysis.","seo_keyword":"ticket classification zoho desk","seo_faqs":"[{\"q\": \"What is Ticket Classification in Zoho Desk?\", \"a\": \"Ticket classification is the process of categorising tickets by type or subject, such as Billing or Technical. 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