I thought I’d posted this already, but I can’t find the post. So, here goes, I’m posting again.
My company currently uses TrackIT as the helpdesk package. We like the package okay (well, we can’t afford to make a change anyway), but we need to retool to make it more effective, mostly for reporting purposes. The first step is we’re looking at the categories calls are grouped into. TrackIT allows 3 categories for classifying calls, Type, Subtype and Category. What I’m focusing on right now is just the root level classifications, or the Types. I know these will be different for each different industry/company, but I was looking for some general ideas or best practices. What we have currently is:
Hardware
Software
Account Administration
Phones
Data Management
Deployment requests – Dev (test)
Deployment requests – Production
Web
Facilities
I actually think this is fine, though we want to split off web into two seperate categories, internal and external. Does this seem like a good start for classifying calls? Thanks for any suggestions in advance.