Ticket Classification
Route: /org/resolve/settings?tab=categories · Permission: Manage Helpdesk Settings
AI generation needs Create classification with AI.
1. What classification is
A three-level taxonomy describing what a ticket is about: Category → Sub Category → Item.
It is the backbone of reporting and routing. Tickets by Category on the dashboard, Category Hotspots in analytics and most auto-assignment rules all read it.
2. How it spreads
3. The three levels
| Level | Example | Appears on a ticket as |
|---|---|---|
| Category | Network | Category dropdown |
| Sub Category | VPN | Enabled once Category is chosen |
| Item | Connection drops | Enabled once Sub Category is chosen |
Sub Category is disabled until a Category is picked — it reads "Pick a category first" — and Item until a Sub Category is. You cannot classify at level 3 without 1 and 2, which is what keeps category reporting coherent. See ticket detail.
The taxonomy is only useful if agents pick the same value for the same problem. A 200-item tree guarantees they will not. Start shallow — a dozen categories, a few sub-categories each — and add depth only where reporting has actually asked a question you could not answer.
4. Generate with AI
Generate Classification proposes a taxonomy from a description of what you support — a fast way to get a defensible first tree. Review before saving; see AI in Resolve.
5. Don't confuse this with…
| These two | Differ by |
|---|---|
| Classification vs Issue Types | What it is about vs what kind it is. Both on every ticket |
| Category (here) vs status category | Subject taxonomy vs the To Do/In Progress/Done bucket in workflows — same word, unrelated |
| Classification vs Custom Fields | Fixed taxonomy vs free-form attributes |
| Classification vs catalog sections | Grouping tickets vs grouping orderable items |
6. Troubleshooting
| Symptom | Cause |
|---|---|
| Sub Category disabled on a ticket | Category not chosen — the cascade is enforced |
| Reporting is noise | Taxonomy too deep; agents are guessing |
| Auto-assignment never matches | Rules reference a category that was renamed |