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How to actually categorize tickets
Ticket categories are reporting infrastructure. Done well, they drive routing, identify patterns, and inform coaching. Done poorly, they're noise.
Written by Orbit Editorial Team
MSP & B2B service-operations writers
Reviewed for technical accuracy
Last reviewed
Quick Answer
Ticket categories are reporting infrastructure. Done well, they drive routing, identify patterns, and inform coaching. Done poorly, they're noise.
Who it's for
- Service managers designing ticket taxonomy
Pain points we solve
- Categories nobody uses consistently
- Reporting that's not actionable
How Orbit fits
Lean categories with explicit definitions.
Capabilities
What Orbit delivers
Core categories
Issue, request, change, incident.
Sub-tags
Where granularity drives value.
Common use cases
When teams reach for this
- Ticket taxonomy design
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