IT Ticket Categorization versus IT Ticket Classification

Is there a difference between IT Ticket Categorization and IT Ticket Classification? You may see and hear these similar terms in Wayne Schlicht’s Help Desk Ticket Categories book, on the Help Desk Management website, and in the Help Desk Management videos. The terms “categorization” and “classification” in the context of IT ticketing systems are often used interchangeably. Still, they can also be interpreted to mean slightly different things, depending on the organizational context and the specific ticketing system. Both are designed to help organize and manage tickets more effectively but may serve different roles within the workflow. Below are some of the distinctions between the two:

IT Ticket Categorization

Broad Grouping: Categorization often refers to the high-level grouping of tickets based on the nature of the issue or request. For example, categories might include “Hardware,” “Software,” “Network,” “Security,” etc.

Initial Sorting: When a ticket first arrives, categorizing it helps to funnel it to the appropriate department or team. It’s usually the first layer of organization.

User-Friendly: Categories are often designed intuitively for end-users, who may be responsible for initially selecting a category when submitting a ticket.

Simplifies Triage: By grouping tickets into broad categories, sorting them during the initial triage phase becomes easier.

IT Ticket Classification

Detailed Labeling: Classification often dives deeper, providing a more detailed description of the issue. For example, under the “Hardware” category, classifications could include “Printer,” “Monitor,” “Keyboard,” etc.

Technical Specificity: Classifications are often more technically specific and may be better understood by IT professionals than the general end-user.

Workflow Management: Classification helps in directing the ticket to the specific individual or subgroup within a department that is most suited to resolve the issue.

Analysis and Reporting: Detailed classification makes it easier to perform in-depth data analysis, which can be beneficial for identifying trends, weaknesses, or areas for improvement.

Service Level Agreements (SLAs): Classifications might be aligned with different SLAs. For instance, a “Security – Data Breach” classification might have a much shorter required response time compared to a “Hardware – Mouse Replacement” classification.

In summary, what is the difference between Ticket Categorization and Ticket Classification?

In IT ticketing systems, ticket categorization is the initial, broad sorting of tickets into general areas to direct the issue to the appropriate department or team. On the other hand, ticket classification is a more detailed labeling that further specifies the issue within that category and is often more technically specific. Classification is generally used for workflow management, including routing the ticket to specialized personnel and for more in-depth analysis and reporting.