How to properly set ticket properties to categorize Technology, Software and Telecommunications businesses related support requests
The AI Ticket Categorization app is an advanced solution developed to streamline the categorization of support requests in your Technology, Software, and Telecommunications business. By implementing this app, you can significantly simplify the management of customer inquiries and issues, leading to an enhanced overall customer experience.
In this article, we explore essential features for effective ticket categorization, with a focus on handling common ICT-related support requests. These include technical support, bug reporting, software licensing, service-related concerns, billing issues, and more.
By applying these features to categorize incoming tickets, you can ensure they are prioritized and addressed swiftly and efficiently, improving response times and customer satisfaction.
Property List
Here is a list of properties that we recommend using to make the most of the app and get the best results in terms of segmentation and ticket management.
The following information are suggested for each property: name, description and values.
1. Property name: Request Type
Description: "The type of request or issue being reported by the user."
Values:
- Technical Support - Software Setup
- Technical Support - Hardware Setup
- Bug Report - Software
- Bug Report - Hardware
- License Management - Activation Issues
- License Management - Renewal
- Service Issue - Downtime
- Service Issue - Performance
- Customization Request - Feature Addition
- Customization Request - Configuration
- Billing Issue - Overcharge
- Billing Issue - Payment Failure
- Feedback - Product
- Feedback - Service
- Other
2. Property Name: Priority
Description: "The urgency level of the request or issue as determined by the user or the system."
Values:
- "Critical"
- "High"
- "Medium"
- "Low"
3. Property name: Issue Complexity
Description: "Assessment of the technical complexity of the reported issue."
Values:
- "Low - User Guidance"
- "Medium - Technical Support Required"
- "High - Developer Intervention Required"
- "Critical - System-Wide Impact"
4. Property Name: Preferred Response Method
Description: "The method through which the user prefers to receive responses to their inquiry, only if explicitly reported by the user."
Values:
- "Email"
- "Phone"
- "SMS"
- "Live Chat"
- "Not reported by the user"
5. Property Name: Addressing/Redirecting Department
Description:
"The department to which the request or issue should be directed or redirected."
Values:
- "Customer Support"
- "Technical Support - Software"
- "Technical Support - Hardware"
- "Development Team"
- "Billing Department"
- "Product Management"
- "Customization Team"
- "Executive Management"
6. Property Name: Associated Risk
Description:
"Assessment of the potential impact or risk associated with the request or issue."
Values:
- "Low Impact - Minor Bug"
- "Medium Impact - Major Bug"
- "High Impact - Downtime"
- "Critical - Data Loss or Breach"
7. Property Name: Product Type
Descrizione:
"The type of product the issue being reported is about."
Values:
- "Software - Application"
- "Software - System"
- "Hardware - Peripheral"
- "Hardware - Main Unit"
- "Service - Cloud"
- "Service - On-Premise"
- "Other"
These properties serve as guidelines tailored to common ICT support scenarios. You are encouraged to personalize them to suit the unique needs of your business.
If you need support, please don’t hesitate to contact us at apps@exelab.com.