Ticket admin accuracy
Why does it matter how a support ticket is categorised?
Because the category decides who sees it. Filing a platform outage as a product defect sends it to the wrong queue and can cost a day. That cost never appears in the resolution note; the ticket just looks slow. It is scored against the authored key: the product area and the defect judgement either match or they do not.
- Whether the product area and the defect judgement match the authored key. Filing a platform outage as a product defect sends it to the wrong queue and costs a day, and it never shows up in a resolution note.
- One of the 11 dimensions every ticket here is graded against
What a weak answer looks like
The ways this is usually lost
Named failures rather than general warnings, because a warning nobody can recognise in their own work changes nothing.
Defaulting to whichever category is first in the list, or to the one used last time.
Filing by the customer's description of the symptom instead of by what is actually at fault.
Leaving a provisional category in place after the diagnosis has moved on.
What a strong one looks like
What the grader is actually looking for
The same ticket, done in the way that scores.
Category set from what the diagnosis established, not from the subject line.
A platform problem recognised as a platform problem even when one customer reported it.
The category corrected when the understanding changes, which is a normal part of working a ticket.
Questions
Asked about this one
Is this administrative rather than a support skill?
It looks administrative and it behaves like a routing decision. The wrong queue means the people who could fix it never see it. The delay then shows up as a slow ticket rather than as a filing error, which is why it is graded separately.
What if the right category is genuinely unclear?
Pick the one the evidence best supports and say in the ticket why it was ambiguous. A stated uncertainty is useful to whoever picks it up. A confident wrong category is not.
See this scored on a real ticket: work one free, read a worked ticket, or see what a graded record shows. Every guide is listed on the guides index, and if something here is wrong or unclear, tell us.