Add “Service Category” / “Request Type” Field for Structured Ticket Reporting

Currently, our helpdesk system relies on ticket subject lines and message body keywords to classify and report on issues (e.g., password resets, computer issues, Microsoft-related problems). This approach creates several challenges:

Inconsistent data due to variations in how users describe issues
Limited visibility into trends, recurring issues, and workload distribution
Increased manual effort to interpret and categorize tickets retroactively

Proposed Solution
Introduce a required or optional structured field on tickets named either:

Service Category, Request Type, or whichever complements the core product.

This field would allow users or technicians to assign a standardized classification to each ticket at creation or during triage.

How It Would Work
Add a dropdown field to the ticket form (visible to submitters and/or technicians)

Populate with customizable values such as:
Accounts & Passwords
Student Devices
Staff Devices
Microsoft 365
Network & Internet
Printers & Peripherals
Software & Applications
Classroom Technology

Allow administrators to:
Create and manage category values
Optionally define subcategories in the future
Report on tickets grouped by this field


Include this field in reporting and analytics dashboards


Benefits
Improved Reporting Accuracy
Eliminates reliance on keyword matching
Enables consistent, reliable data classification

Operational Insight
Identify high-volume issue types (e.g., password resets vs device repairs)
Track trends over time
Support data-driven decision-making

Efficiency Gains
Reduce time spent manually analyzing ticket content
Streamline reporting for leadership and stakeholders

Better Resource Planning
Understand workload distribution across service areas
Inform staffing, training, and automation opportunities


Who Benefits
IT Staff / Technicians
Clear categorization improves triage, prioritization, and reporting


IT Leadership / Administration
Access to accurate data for planning, budgeting, and decision-making


End Users (Staff/Students)
Potential for improved routing and faster issue resolution



Examples / Use Cases
Generate a report of all Password Reset requests over a given period
Identify trends in Microsoft 365 issues vs Device-related issues
Measure workload by category to justify staffing or automation
Track seasonal spikes (e.g., start-of-year account issues)