Ticket categorization standards for MSP tiers
Overview
Garbage in, garbage metrics out—taxonomy must be trainable in 15 minutes for new hires.
Layers
Type (Incident / Request / Project task), Subtype (Email / Network / Identity), Priority separate from category.
Guardrails
Block free-text-only categories; enforce picklists in PSA with periodic audits.
Coaching
Weekly dipstick: 10 random tickets graded gold/silver/bronze; feedback not shame.
Reporting
Executive dashboard only approved types—hide legacy deprecated codes.
Evolution
Quarterly taxonomy review; version bump when merging duplicates.
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