How to categorize support tickets using your team's taxonomy
Ticket categories help route work and reveal recurring issues when their meanings are consistent. This tool applies the categories you provide to the selected ticket text with reasons a reviewer can inspect.
Start with the right material.
- What you provide
- a small visible table of ticket descriptions.
- The intended result
- Classify against user-provided categories and cite the text that supports each label.
How the workflow works.
Define the available categories and choose the one supported by the main issue. If a ticket contains several problems, explain whether your process permits multiple categories or requires a primary one.
What to check in the result.
Review uncertain and unmatched tickets before applying labels. A new or ambiguous issue should not be forced into a familiar category simply to make every row appear complete.
Import the CSV with a consistent delimiter and inspect text identifiers, dates and amounts before using spreadsheet totals. Keep the original file available while checking any automatic type conversion.
Learn from the worked example.
The downloadable CSV example uses these columns: Ticket text, Suggested category, Evidence. Compare a complete record with the source before sorting, combining or importing your own output.
The supplied example is illustrative. It is not a recorded run on your data.
Download the example ↓Use it with your own material.
- Open the source you want to work with and activate WebAct on that tab.
- Copy the task from the hero, add any required fields or preferences, and review the proposed actions.
- Compare the first result with your source. Ask for a specific correction or refinement where needed.