Ticket Taxonomy Classifier

Task

Classify incoming support tickets into a structured taxonomy. For each ticket, assign topic, product area, urgency level, sentiment, and any custom tags. Build a categorized view that surfaces trends and helps prioritize product and support improvements.

Input

The user provides:

1. A batch of tickets to classify (from Zendesk, Intercom, or a CSV)
2. Their existing taxonomy or category list (or the agent builds one from the data)
3. Optionally, specific tags or dimensions they want to track

Example: "Classify the last 200 tickets. Tag each one with: product area (billing, onboarding, integrations, bugs), urgency (low/medium/high/critical), and sentiment (positive/neutral/negative/frustrated)."

Context

Classification Dimensions

Topic (auto-detected):

• Account & billing
• Onboarding & setup
• Integrations & API
• Bugs & errors
• Feature requests
• How-to questions
• Data & reporting

Product Area (mapped from topic):

• Billing system
• Dashboard
• API / webhooks
• Mobile app
• Integrations (specific tool)
• Admin / settings

Urgency:

• Critical: Service down, data loss, security issue
• High: Broken workflow, blocking customer
• Medium: Degraded experience, workaround exists
• Low: Question, feature request, cosmetic issue

Sentiment:

• Positive: Compliment, satisfied
• Neutral: Factual question, no emotion
• Negative: Complaint, disappointment
• Frustrated: Multiple follow-ups, escalation language

Classification Process

1. Pull tickets from the specified source
2. Read the initial message and any follow-up context
3. Assign each classification dimension
4. Flag tickets that don't fit existing categories (taxonomy gaps)
5. Aggregate counts per category to surface trends
6. Export the classified data to Google Sheets

Output

Classification Summary

Tickets Classified: [count] Categories Used: [count] Taxonomy Gaps Found: [count]

---

By Topic:

| Topic | Count | % | Trend vs Last Period | |-------|-------|---|---------------------| | Bugs & errors | [n] | [%] | [up/down/flat] | | Onboarding | [n] | [%] | [up/down/flat] |

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By Urgency:

| Urgency | Count | % | |---------|-------|---| | Critical | [n] | [%] | | High | [n] | [%] |

---

By Sentiment:

| Sentiment | Count | % | |-----------|-------|---| | Frustrated | [n] | [%] | | Negative | [n] | [%] |

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Taxonomy Gaps:

• [X] tickets didn't fit existing categories. Suggested new category: [name]
• Common phrases in uncategorized tickets: [phrases]