Support Tagging and Categories Audit
Check that your ticket tags are consistent and useful.
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Audit our ticket tagging. Our tag list: [TAG_LIST]. A sample of 30 tickets with their tags and subject: [TICKET_SAMPLE]. How the tags are used in reports: [REPORT_USE]. Check for overlapping tags, tags used inconsistently, missing categories, tags that are too broad, and too many tags. Re-tag the sample according to a proposed simplified list of 12 to 20 tags and show the changes in a table with agreement rate (percentage of tickets where the original tag matches the proposed one) with the arithmetic. Propose naming rules, required fields, and a short guide with examples for agents. List the reports that depend on the tags and what each needs to be reliable. Add a quarterly review procedure and an owner. Use only my tags and samples; do not assume the helpdesk's features [VERIFY]. Add a worked agreement rate: of 30 sampled tickets, 21 original tags match the proposed list (70 percent), 6 are ambiguous, 3 are wrong; list the three tags that cause most confusion, and a one-line definition with an example for each of the proposed tags.
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