Suggesting categories and subcategories is a simple addition to your service desk that can make a big impact on your entire organization. An organization’s ticket categorization strategy tends to be the backbone of their service desk. They provide an easier means to route tickets to the proper teams and view the trends that are impacting your users. Many IT departments have developed these strategies, however struggle getting the desired results when implementing them throughout the organization.
For example, selecting a category and/or subcategory can be a challenging task for requesters. They can potentially choose the wrong category, which sends tickets to the wrong teams and requires additional routing steps for agents. To prevent this from happening, many organizations remove this option and have all inbound tickets directed to the same queue. Both of these scenarios can negatively impact resolutions times as they create bottlenecks between the time of ticket submission to assignment.
Also, ticket categorization is a metric used in evaluating a service desk’s effectiveness. If tickets are not categorized properly, IT management is making decisions with inaccurate or incomplete data.
Our feature for suggesting categories and subcategories resolves these issues. By analyzing the content of the ticket, Samanage suggests the best matching category for both agents and requesters. This may seem like a simple feature, but it offers many notable benefits:
- Content Driven Ticket Categorization Suggestions
- Quicker Category Selection when Entering Tickets
- Reduced Ticket Resolution Time by Improving Ticket Routing
- More Accurate and Consistent Reporting
What To Consider First?
This feature does not require any setup. However, you must have a base amount of tickets in the system before this feature starts suggesting categories and subcategories. Once this feature is actively working in your system, it will continue to evolve and learn your ticket categorization trends. This will ensure accurate category and subcategory recommendations as more tickets are entered and as your service desk changes. In other words, Samanage begins to learn your organization's behaviors.
Also, because many organizations have customized their options for categorization, we suggest you take a look at the below setup options. This will ensure you get the most value out of this new feature, while continuing what’s already working well for you.
- Email Categorization Rules: Many companies set up automations that set a category for tickets entering the system via email. These configurations may give you the ideal results, but keep in mind that email rules will supersede the category suggestion feature described in this tutorial. To modify these configurations, visit the “Categories” section of Setup to:
- Reset/adjust default categorization for all inbound email tickets.
- Or, evaluate email dropboxes that auto-categorize tickets.
- Categories/Subcategories being Visible/Mandatory: In an effort to streamline the process of getting tickets into the system, many companies have not made category selection mandatory, or even visible to users. This feature allows you to make category a mandatory field without slowing down the submission process. These options affect both agents and requesters, and can be modified separately.
- For Agents: In the “Categories” section of Setup, under “Category Settings”, we give you the ability to make categories and subcategories mandatory for agents. With the category suggestion feature, we recommend you make these fields mandatory.
- For Requesters: In the “Service Portal” section of Setup, under “Incident Fields Settings”, you have the ability to make category and subcategory as visible and/or mandatory. With this feature, we recommend you make the fields visible, and mandatory if it fits within your end users needs.
*Click here for more details on the system Setup.
Where can I access this feature?
Once you have the base amount of tickets (usually several hundreds), this feature will have learned enough about your organization to start making suggestions for all your users, and can be used in the following ways:
- Tickets entered via the “Agent View”: When an agent is adding details to a new ticket, the category/subcategory dropdown will present the suggested categories.
- Tickets Entered via Email: When tickets enter the system via email, agents will be able to access suggested categories or subcategories in several ways. First, in the “Incident” index queue, the inline editing functionality will give you the suggested category options. Second, if you are editing a specific ticket, the suggested categories and subcategories will be available in the respective dropdowns.
- Tickets Entered via the Service Portal: Requesters can easily take advantage of this feature when entering tickets directly into the system. Once the user has typed enough details on their issue, they will see the suggested categories and subcategories in the respective dropdowns.
Alright, now show me the Cool Stuff!
This feature complements some other areas of the application that can greatly streamline your processes!
- Combined with Automations: When a ticket is entered with a category or subcategory already selected, you are able to set up Automation Rules prompting the system to perform predetermined “Actions”. For example, if a ticket enters the system for the category: Hardware, and the site: Cary, NC, you can set an automation rule to assign this ticket to the NC Tier One Support group. For more details, check out the Automations Overview.
- Combined with Custom Fields: Custom Fields can be set to appear conditionally depending on the category and/or subcategory of the ticket. Imagine your requester entering a ticket on the service portal, and based upon the suggested category, having some mandatory fields that they need to complete before submitting. This can greatly reduce any back and forth between agents and requesters, and help close the ticket quicker. For more details, check out the Custom Forms Tutorial.
We hope that this tutorial is helpful. As you begin to use the feature, feel free to share examples of how it has benefited your organization. The wisdom of the community is an extremely valuable way for our users to learn how to use the latest features.
We look forward to hearing from you,
Your Samanage Team